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Are you being served? New tools for measuring service delivery
December 2007
World Bank
Improving service delivery for the poor is an important way to help the poor lift themselves out of poverty. Are You Being Served? is a new volume by the World Bank that presents and evaluates tools and techniques to measure service delivery and increase quality in health and education. The authors highlight field experience in deploying these methods through a series of case studies from 12 countries around the world. Different methodological tools used to evaluate public-sector performance are presented along with country-specific experiences that highlight the challenges and lessons learned in using different techniques. The findings show that, while measuring quality is rarely easy, the resulting data can be a powerful tool for policy change. Better measurement of service delivery can
create greater accountability and better governance. Are You Being Served? will be a valuable resource for those working in international organizations and for government officials seeking to effectively measure service delivery quality in developing countries.
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