Indicators of Citizen-Centric Public Service Delivery
This report and the instruments it proposes aim at assisting public administrators in ensuring that their service delivery mechanisms respond to the needs and expectations of citizens. This document summarizes research undertaken under the set of a...
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World Bank, Washington, DC
2018
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| Online Access: | http://documents.worldbank.org/curated/en/775701527003544796/Indicators-of-citizen-centric-public-service-delivery http://hdl.handle.net/10986/30030 |
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okr-10986-300302021-05-25T09:14:59Z Indicators of Citizen-Centric Public Service Delivery World Bank Group GOVERNANCE INDICATORS SERVICE DELIVERY ACCESS TO SERVICES CITIZEN ENGAGEMENT SURVEYS CITIZEN EXPECTATIONS This report and the instruments it proposes aim at assisting public administrators in ensuring that their service delivery mechanisms respond to the needs and expectations of citizens. This document summarizes research undertaken under the set of activities dealing with citizen-centric governance indicators, that is, indicators that measure the capacity of public agencies to put the needs of citizens at the center of their service delivery mechanisms. The report is structured into five parts. Part I presents the conceptual framework that forms the backdrop for developing citizen-centric service delivery indicators and summarizes what citizen-centric service delivery entails. Part II introduces two complementary tools designed to assess the performance of public institutions and the quality of public services from the perspective of European Union citizens: a demand-side citizen survey and a supply-side self-assessment checklist for public administrators. These complementary instruments, assist public agencies identify gaps and areas for improvement in their service delivery mechanisms by gathering direct feedback regarding the experiences and perceptions of their users and by critically examining public sector efforts to fulfill the needs and expectations of citizens. The instruments are flexible, inspirational tools that provide an initial grid for administrations willing to move one step closer to their citizens. Part III describes options for customizing the instruments, which can be adapted to a variety of circumstances and service delivery types. Parts IV and V present the citizen survey and administrator checklist. 2018-07-17T20:10:26Z 2018-07-17T20:10:26Z 2018-05 Report http://documents.worldbank.org/curated/en/775701527003544796/Indicators-of-citizen-centric-public-service-delivery http://hdl.handle.net/10986/30030 English CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Economic & Sector Work :: Institutional and Governance Review Economic & Sector Work |
| repository_type |
Digital Repository |
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Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English |
| topic |
GOVERNANCE INDICATORS SERVICE DELIVERY ACCESS TO SERVICES CITIZEN ENGAGEMENT SURVEYS CITIZEN EXPECTATIONS |
| spellingShingle |
GOVERNANCE INDICATORS SERVICE DELIVERY ACCESS TO SERVICES CITIZEN ENGAGEMENT SURVEYS CITIZEN EXPECTATIONS World Bank Group Indicators of Citizen-Centric Public Service Delivery |
| description |
This report and the instruments it
proposes aim at assisting public administrators in ensuring
that their service delivery mechanisms respond to the needs
and expectations of citizens. This document summarizes
research undertaken under the set of activities dealing with
citizen-centric governance indicators, that is, indicators
that measure the capacity of public agencies to put the
needs of citizens at the center of their service delivery
mechanisms. The report is structured into five parts. Part I
presents the conceptual framework that forms the backdrop
for developing citizen-centric service delivery indicators
and summarizes what citizen-centric service delivery
entails. Part II introduces two complementary tools designed
to assess the performance of public institutions and the
quality of public services from the perspective of European
Union citizens: a demand-side citizen survey and a
supply-side self-assessment checklist for public
administrators. These complementary instruments, assist
public agencies identify gaps and areas for improvement in
their service delivery mechanisms by gathering direct
feedback regarding the experiences and perceptions of their
users and by critically examining public sector efforts to
fulfill the needs and expectations of citizens. The
instruments are flexible, inspirational tools that provide
an initial grid for administrations willing to move one step
closer to their citizens. Part III describes options for
customizing the instruments, which can be adapted to a
variety of circumstances and service delivery types. Parts
IV and V present the citizen survey and administrator checklist. |
| format |
Report |
| author |
World Bank Group |
| author_facet |
World Bank Group |
| author_sort |
World Bank Group |
| title |
Indicators of Citizen-Centric Public Service Delivery |
| title_short |
Indicators of Citizen-Centric Public Service Delivery |
| title_full |
Indicators of Citizen-Centric Public Service Delivery |
| title_fullStr |
Indicators of Citizen-Centric Public Service Delivery |
| title_full_unstemmed |
Indicators of Citizen-Centric Public Service Delivery |
| title_sort |
indicators of citizen-centric public service delivery |
| publisher |
World Bank, Washington, DC |
| publishDate |
2018 |
| url |
http://documents.worldbank.org/curated/en/775701527003544796/Indicators-of-citizen-centric-public-service-delivery http://hdl.handle.net/10986/30030 |
| _version_ |
1764470774591127552 |