Are You Satisfied? Citizen Feedback and Delivery of Urban Services
Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? Do so-called scorecards or report cards measure public service d...
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| Format: | Policy Research Working Paper |
| Language: | English en_US |
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World Bank, Washington, DC
2014
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| Online Access: | http://documents.worldbank.org/curated/en/2003/06/2388825/satisfied-citizen-feedback-delivery-urban-services http://hdl.handle.net/10986/18162 |
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okr-10986-181622021-04-23T14:03:41Z Are You Satisfied? Citizen Feedback and Delivery of Urban Services Deichmann, Uwe Lall, Somik V. URBAN SERVICES SERVICE DELIVERY PUBLIC SERVICE DELIVERY HOUSEHOLDS SURVEYS FRAMEWORK SERVICES WELFARE TENURE PUBLIC AWARENESS ACCOUNTABILITY AVERAGE INCOME CITIZEN CITIZEN FEEDBACK CITIZEN GROUPS CITIZENS COMMUNITY PARTICIPATION COMPETITIVE MARKETS CONSUMER SATISFACTION COST OF WATER DISCLOSURE ECONOMIES OF SCALE ECONOMISTS EDUCATIONAL ATTAINMENT EMPIRICAL ANALYSIS EMPIRICAL EVIDENCE EXPENDITURES HAND PUMP HAND PUMPS HIGH UNEMPLOYMENT HOUSEHOLDS INCOME INCOME LEVELS INDIVIDUAL CONNECTIONS LIVING STANDARDS MUNICIPALITIES NATURAL MONOPOLIES POLICY IMPLICATIONS POLICY RESEARCH POOR PERFORMANCE PRIVATE GOODS PUBLIC AGENCIES PUBLIC OFFICIALS PUBLIC OWNERSHIP PUBLIC POLICY PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVIDERS PUBLIC SERVICE PROVISION PUBLIC UTILITIES PUBLIC UTILITY QUALITY OF SERVICE QUALITY OF SERVICE DELIVERY QUALITY OF WATER QUANTITY OF WATER RATIONAL EXPECTATIONS RELIGIOUS ORGANIZATIONS SANITATION BOARD SERVICE DELIVERY SERVICE IMPROVEMENTS SERVICE PROVIDER SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SERVICE STANDARDS SOLID WASTE SOLID WASTE DISPOSAL SPILLOVERS SUBJECTIVE RESPONSE TAX BASE URBAN AREAS UTILITY FUNCTIONS WATER AVAILABILITY WATER DISTRIBUTION WATER QUALITY WATER SERVICE WATER SERVICE PROVISION WATER SERVICES WATER SOURCE WATER SOURCES WATER STORAGE WATER STORAGE TANKS WATER SUPPLY WATER SYSTEMS WATER UTILITY PUBLIC AWARENESS ACCOUNTABILITY Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? Do so-called scorecards or report cards measure public service delivery accurately, or do personal and community characteristics have a significant impact on residents' assessment of service quality? Deichmann and Lall investigate these questions using newly available household survey data on access to and satisfaction with selected public services in two Indian cities-Bangalore and Jaipur. They develop a framework where actual levels of services received, as well as expectations about service performance, influence a household's satisfaction with service delivery. The authors find that satisfaction increases with improvements in the household's own service status, a finding that supports the use of scorecard initiatives. But the results also suggest that a household's satisfaction is influenced by how service quality compares with that of its neighbors or peers and by household level characteristics such as welfare and tenure status. This implies that responses in satisfaction surveys are at least in part determined by factors that are unrelated to the service performance experienced by the household. 2014-05-05T19:42:13Z 2014-05-05T19:42:13Z 2003-06 http://documents.worldbank.org/curated/en/2003/06/2388825/satisfied-citizen-feedback-delivery-urban-services http://hdl.handle.net/10986/18162 English en_US Policy Research Working Paper;No. 3070 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank, Washington, DC Publications & Research :: Policy Research Working Paper Publications & Research |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
URBAN SERVICES SERVICE DELIVERY PUBLIC SERVICE DELIVERY HOUSEHOLDS SURVEYS FRAMEWORK SERVICES WELFARE TENURE PUBLIC AWARENESS ACCOUNTABILITY AVERAGE INCOME CITIZEN CITIZEN FEEDBACK CITIZEN GROUPS CITIZENS COMMUNITY PARTICIPATION COMPETITIVE MARKETS CONSUMER SATISFACTION COST OF WATER DISCLOSURE ECONOMIES OF SCALE ECONOMISTS EDUCATIONAL ATTAINMENT EMPIRICAL ANALYSIS EMPIRICAL EVIDENCE EXPENDITURES HAND PUMP HAND PUMPS HIGH UNEMPLOYMENT HOUSEHOLDS INCOME INCOME LEVELS INDIVIDUAL CONNECTIONS LIVING STANDARDS MUNICIPALITIES NATURAL MONOPOLIES POLICY IMPLICATIONS POLICY RESEARCH POOR PERFORMANCE PRIVATE GOODS PUBLIC AGENCIES PUBLIC OFFICIALS PUBLIC OWNERSHIP PUBLIC POLICY PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVIDERS PUBLIC SERVICE PROVISION PUBLIC UTILITIES PUBLIC UTILITY QUALITY OF SERVICE QUALITY OF SERVICE DELIVERY QUALITY OF WATER QUANTITY OF WATER RATIONAL EXPECTATIONS RELIGIOUS ORGANIZATIONS SANITATION BOARD SERVICE DELIVERY SERVICE IMPROVEMENTS SERVICE PROVIDER SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SERVICE STANDARDS SOLID WASTE SOLID WASTE DISPOSAL SPILLOVERS SUBJECTIVE RESPONSE TAX BASE URBAN AREAS UTILITY FUNCTIONS WATER AVAILABILITY WATER DISTRIBUTION WATER QUALITY WATER SERVICE WATER SERVICE PROVISION WATER SERVICES WATER SOURCE WATER SOURCES WATER STORAGE WATER STORAGE TANKS WATER SUPPLY WATER SYSTEMS WATER UTILITY PUBLIC AWARENESS ACCOUNTABILITY |
| spellingShingle |
URBAN SERVICES SERVICE DELIVERY PUBLIC SERVICE DELIVERY HOUSEHOLDS SURVEYS FRAMEWORK SERVICES WELFARE TENURE PUBLIC AWARENESS ACCOUNTABILITY AVERAGE INCOME CITIZEN CITIZEN FEEDBACK CITIZEN GROUPS CITIZENS COMMUNITY PARTICIPATION COMPETITIVE MARKETS CONSUMER SATISFACTION COST OF WATER DISCLOSURE ECONOMIES OF SCALE ECONOMISTS EDUCATIONAL ATTAINMENT EMPIRICAL ANALYSIS EMPIRICAL EVIDENCE EXPENDITURES HAND PUMP HAND PUMPS HIGH UNEMPLOYMENT HOUSEHOLDS INCOME INCOME LEVELS INDIVIDUAL CONNECTIONS LIVING STANDARDS MUNICIPALITIES NATURAL MONOPOLIES POLICY IMPLICATIONS POLICY RESEARCH POOR PERFORMANCE PRIVATE GOODS PUBLIC AGENCIES PUBLIC OFFICIALS PUBLIC OWNERSHIP PUBLIC POLICY PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVIDERS PUBLIC SERVICE PROVISION PUBLIC UTILITIES PUBLIC UTILITY QUALITY OF SERVICE QUALITY OF SERVICE DELIVERY QUALITY OF WATER QUANTITY OF WATER RATIONAL EXPECTATIONS RELIGIOUS ORGANIZATIONS SANITATION BOARD SERVICE DELIVERY SERVICE IMPROVEMENTS SERVICE PROVIDER SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SERVICE STANDARDS SOLID WASTE SOLID WASTE DISPOSAL SPILLOVERS SUBJECTIVE RESPONSE TAX BASE URBAN AREAS UTILITY FUNCTIONS WATER AVAILABILITY WATER DISTRIBUTION WATER QUALITY WATER SERVICE WATER SERVICE PROVISION WATER SERVICES WATER SOURCE WATER SOURCES WATER STORAGE WATER STORAGE TANKS WATER SUPPLY WATER SYSTEMS WATER UTILITY PUBLIC AWARENESS ACCOUNTABILITY Deichmann, Uwe Lall, Somik V. Are You Satisfied? Citizen Feedback and Delivery of Urban Services |
| relation |
Policy Research Working Paper;No. 3070 |
| description |
Citizen feedback is considered an
effective means for improving the performance of public
utilities. But how well does such information reflect the
actual quality of service delivery? Do so-called scorecards
or report cards measure public service delivery accurately,
or do personal and community characteristics have a
significant impact on residents' assessment of service
quality? Deichmann and Lall investigate these questions
using newly available household survey data on access to and
satisfaction with selected public services in two Indian
cities-Bangalore and Jaipur. They develop a framework where
actual levels of services received, as well as expectations
about service performance, influence a household's
satisfaction with service delivery. The authors find that
satisfaction increases with improvements in the
household's own service status, a finding that supports
the use of scorecard initiatives. But the results also
suggest that a household's satisfaction is influenced
by how service quality compares with that of its neighbors
or peers and by household level characteristics such as
welfare and tenure status. This implies that responses in
satisfaction surveys are at least in part determined by
factors that are unrelated to the service performance
experienced by the household. |
| format |
Publications & Research :: Policy Research Working Paper |
| author |
Deichmann, Uwe Lall, Somik V. |
| author_facet |
Deichmann, Uwe Lall, Somik V. |
| author_sort |
Deichmann, Uwe |
| title |
Are You Satisfied? Citizen Feedback and Delivery of Urban Services |
| title_short |
Are You Satisfied? Citizen Feedback and Delivery of Urban Services |
| title_full |
Are You Satisfied? Citizen Feedback and Delivery of Urban Services |
| title_fullStr |
Are You Satisfied? Citizen Feedback and Delivery of Urban Services |
| title_full_unstemmed |
Are You Satisfied? Citizen Feedback and Delivery of Urban Services |
| title_sort |
are you satisfied? citizen feedback and delivery of urban services |
| publisher |
World Bank, Washington, DC |
| publishDate |
2014 |
| url |
http://documents.worldbank.org/curated/en/2003/06/2388825/satisfied-citizen-feedback-delivery-urban-services http://hdl.handle.net/10986/18162 |
| _version_ |
1764439022953824256 |