Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors

Improving governance is central to improving results in human development. It is clear that money is not enough: improved outcomes from service delivery require better governance, including mechanisms for holding service providers accountable and a...

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Bibliographic Details
Main Authors:	Fiszbein, Ariel, Ringold, Dena, Rogers, F. Halsey
Format:	Policy Research Working Paper
Language:	English
Published:	2012
Subjects:	ABSENTEEISM ABUSE ACCESS TO INFORMATION ACCOUNTABILITIES ACCOUNTABILITY ACCOUNTABILITY ARRANGEMENTS ACCOUNTABILITY FOR PERFORMANCE ACCOUNTABILITY MECHANISMS ALLOCATION ALLOCATION OF FUNDS ASSESSMENT INSTRUMENT BANKS BENEFICIARIES BUDGET ALLOCATIONS BUDGET CREDIBILITY BUDGET CYCLE BUDGET EXECUTION BUDGET LAW BUDGET PREPARATION BUDGETARY INFORMATION BUDGETARY RESOURCES BUSINESS CLIMATE CAPITAL BUDGET CASH TRANSFERS CENTRAL BUDGET CITIZEN CITIZEN PARTICIPATION CITIZENS CIVIL SOCIETY CLINICS COMPLAINT COMPLAINTS COMPOSITE INDICATORS COMPREHENSIVE ASSESSMENT CORRUPTION COUNTRY REPORTS DATA COLLECTION DECISION-MAKING DELIVERY OF SERVICES EDUCATION REFORM EDUCATION SERVICES EDUCATIONAL ATTAINMENT ETHICS EXERCISES EXPENDITURE TRACKING SURVEYS FACILITY SURVEYS FEEDBACK MECHANISMS FIGHTING CORRUPTION FINANCE MANAGEMENT FINANCIAL ACCOUNTABILITY FINANCIAL MANAGEMENT FINANCIAL PERFORMANCE GOOD GOVERNANCE GOVERNANCE INDICATORS GOVERNANCE MEASUREMENT GOVERNANCE OUTCOMES GOVERNANCE PERFORMANCE GOVERNANCE REFORMS GOVERNMENT EXPENDITURES GOVERNMENT PERFORMANCE HEALTH CARE HEALTH CENTERS HEALTH CLINICS HEALTH INDICATORS HEALTH INFORMATION HEALTH INSURANCE HEALTH INSURANCE FUND HEALTH OUTCOMES HEALTH SECTOR HEALTH SERVICES HEAVILY INDEBTED POOR COUNTRIES HIPC HOSPITALS HOUSEHOLD SURVEYS HUMAN DEVELOPMENT HUMAN RESOURCE HUMAN RIGHTS IMPACT EVALUATION IMPROVING GOVERNANCE INFANT MORTALITY INFORMATION ASYMMETRIES INITIATIVE INSTITUTIONAL ARRANGEMENTS INTEGRITY INTERMEDIARIES INTERNATIONAL LEVEL INTERVENTION INVESTIGATION LAWS LEADERSHIP LEARNING LEGAL FRAMEWORK MEASUREMENT CHALLENGES MEASUREMENT PROBLEMS MEASURING GOVERNANCE MEDIA MEDICAL PROVIDER MEDICAL TREATMENT MEDICINES MERITOCRATIC HIRING MORTALITY NGO OUTCOME INDICATORS PATIENT PATIENTS PEDAGOGY PERFORMANCE DIMENSION PERFORMANCE EVALUATION PERFORMANCE INDICATORS PERFORMANCE MEASUREMENT PERFORMANCE MEASURES PERFORMANCE MONITORING POOR GOVERNANCE POVERTY REDUCTION POVERTY REDUCTION STRATEGY PRIMARY HEALTH CARE PRIMARY SCHOOLS PRIVATE PROVIDERS PRIVATE SCHOOLS PRIVATE SECTOR PRIVATE-SECTOR INVOLVEMENT PROCUREMENT PROCUREMENT POLICIES PROCUREMENT SYSTEMS PROGRAMS PROJECT MONITORING PROVIDER BEHAVIOR PROVINCIAL LEVEL PROVISION OF SERVICES PUBLIC EXPENDITURE PUBLIC EXPENDITURE TRACKING PUBLIC EXPENDITURES PUBLIC FINANCE PUBLIC FINANCE PERFORMANCE PUBLIC FINANCIAL MANAGEMENT PUBLIC FUNDS PUBLIC HEALTH PUBLIC PROVISION PUBLIC SECTOR PUBLIC SECTOR PERFORMANCE PUBLIC SERVICE PUBLIC SERVICE DELIVERY QUALITY ASSURANCE QUALITY CONTROL QUALITY OF EDUCATION QUALITY OF SERVICES REMEDY RESOURCE FLOWS RESOURCE MANAGEMENT SERVICE PROVIDERS SERVICE QUALITY SERVICE UTILIZATION SMS SUB-NATIONAL GOVERNMENTS TECHNICAL QUALITY TRANSPARENCY TRIALS UNCERTAINTY WORKERS
Online Access:	http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20110620083658 http://hdl.handle.net/10986/3454

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http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20110620083658
http://hdl.handle.net/10986/3454

Making Services Work : Indicators, Assessments, and Benchmarking of the Quality and Governance of Public Service Delivery in the Human Development Sectors

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