Are You Being Served?: New Tools for Measuring Service Delivery

Contents......Page 6
Foreword......Page 12
Acknowledgments......Page 14
About the Editors and Authors......Page 16
Abbreviations......Page 26
1 Introduction: Why Measure Service Delivery?......Page 28
2 Assessment of Health Facility Performance: An Introduction to Data and Measurement Issues......Page 46
3 An Introduction to Methodologies for Measuring Service Delivery in Education......Page 94
4 Administrative Data in a Study of Local Inequality and Project Choice: Issues of Interpretation and Relevance......Page 138
5 What May Be Learned from Project Monitoring Data? Lessons from a Nutrition Program in Madagascar......Page 158
6 Program Impact and Variation in the Duration of Exposure......Page 174
7 Tracking Public Money in the Health Sector in Mozambique: Conceptual and Practical Challenges......Page 200
8 Public Expenditure Tracking Survey in a Difficult Environment: The Case of Chad......Page 218
9 Lessons from School Surveys in Indonesia and Papua New Guinea......Page 248
10 Assessment of Health and Education Services in the Aftermath of a Disaster......Page 260
11 Ukraine School Survey: Design Challenges,Poverty Links, and Evaluation Opportunities......Page 278
12 Qualitative Research to Prepare Quantitative Analysis: Absenteeism among Health Workers in Two African Countries......Page 298
13 Use of Vignettes to Measure the Quality of Health Care......Page 326
14 Client Satisfaction and the Perceived Quality of Primary Health Care in Uganda......Page 340
15 Health Facility and School Surveys in the Indonesia Family Life Survey......Page 370
16 Collection of Data from Service Providers with in the Living Standards Measurement Study......Page 392
17 Sharing the Gain: Some Common Lessons on Measuring Service Delivery......Page 416
Index......Page 428
Box 12.1 Incidence and Nature of Health Worker Absenteeism......Page 304
Box 12.2 Health Worker Employment Conditions......Page 306
Box 12.3 Limitations and Risks in Employment......Page 309
Box 12.4 Challenges to Measuring Absenteeism Quantitatively......Page 314
Figure 1.1 Association between Outcomes and Public Spending......Page 30
Figure 1.2 Key Relationships of Power......Page 33
Figure 2.1 Provider-Household Links......Page 48
Figure 2.2 Provider Performance......Page 49
Figure 3.1 Scope of the Instrument......Page 96
Figure 3.2 Framework of Accountability Relationships......Page 124
Figure 5.1 Proportion of Sites That Joined the Seecaline Program over Time, 1999–2003......Page 161
Figure 5.2 Differential Treatment Effects......Page 170
Figure 6.1 Learning Patterns......Page 179
Table 6.3 Distribution of Children across Program Exposure Categories, by Age......Page 191
Figure 7.1 Financial and Resource Flows to Primary Facilities......Page 207
Figure 8.1 Budgeted Versus Effective Regional Public Spending and Production in Health......Page 230
Figure 8.2 Structure of Patient Costs in Primary Health Centers, 2003......Page 232
Figure 9.1 Student Enrollment in Primary and Lower-Secondary Schools, 1995/96–1999/2000......Page 252
Figure 9.2 School Funding by Grant Receipts and Public or Private Status, 2000......Page 253
Figure 9.3 Delays in Subsidy Receipt, 2001......Page 255
Figure 9.4 Depletion in the Effective Supply of Teachers, 2002......Page 256
Figure 10.1 Northern End of Sumatra......Page 264
Figure 11A.1 Formation of the Territorial Sample for the Household Living Conditions Survey, 2004–08......Page 289
Figure 13.1 Information by Vignette and Country......Page 335
Figure 14.1 Mean Time Spent Traveling, Waiting, and in Consultation, 2004......Page 349
Figure 14.2 What Did the Health Care Worker Do during the Consultation Today?......Page 351
Table 3.1 Public Expenditure on Education in Bolivia by Household Income Quintile, 2002......Page 102
Table 3.2 Evaluating Data Needs......Page 132
Table 4.1 Distribution of FISE Projects by Type, 1993–96......Page 141
Table 4.2 Access to Toilets and Latrines by Quintile of Per Capita Household Consumption......Page 142
Table 4.3 Standard Errors Based on 100 Simulated Samples of the Palanpur 1983–84 Population......Page 145
Table 5.1 Differential Program Treatment Effects, by Age Group......Page 169
Table 6.1 Municipalities with ECD-Related Programs, by Regionand Survey Round......Page 188
Table 6.2 Service Providers Who Have Received Program Training, by Type of Training......Page 189
Table 6.4 Distribution of Significant Positive Effects, by Ageand Months of Exposure......Page 194
Table 7.1 Examples of Allocation Rules......Page 204
Table 7.2 Summary of the Findings of the Mozambique Tracking Survey......Page 209
Table 7.3 Key Survey Findings beyond Leakage......Page 212
Table 8.1 Ministry of Health Budget, 2003......Page 221
Table 8.2 Receipt of Resources at Regions and Health Facilities, 2003......Page 229
Table 10.1 Disruptions in Service Provision in the Aftermath of the Tsunami, December 26, 2004......Page 268
Table 10.2 Communities Experiencing Changes in the Availability of Elementary Schools and Public Health Centers......Page 270
Table 10.3 Facilities Reporting Worse Conditions after the Tsunami, by Service Area......Page 272
Table 10.4 Enrollments and Staffing before the Tsunami and at the Time of the Survey......Page 273
Table 10.5 Condition of Electricity and Water Connections in Community Health Posts......Page 274
Table 11A.1 Distribution of Sampled Institutions, by Oblast and Type of Settlement......Page 292
Table 11B.2 Composition of the Economic Regions......Page 295
Table 12.1 Explanatory Factors of Absenteeism from Theory and Empirical Analysis......Page 301
Table 12.2 Focus Groups and Focus Group Participants in Ethiopia and Rwanda......Page 303
Table 12.3 An Expanded Model of Absenteeism......Page 312
Table 14.1 Sample Size of Wave 1 of the Uganda Primary Health Contracting Study......Page 346
Table 14.2 What Did You Pay for the Care You Received Here Today?......Page 350
Table 14.3 Share of Respondents Expressing a Positive Opinion of Care at a Facility......Page 352
Table 14.4 Correlates of Overall Satisfaction with the Care Experience......Page 353
Table 14.5 Characteristics of Clients, by Facility Type......Page 354
Table 14.6 Changes in Perceived Quality after the Introduction of the Bonus Scheme......Page 356
Table 14.7 Differences between Facilities with and without Yellow Star Certification......Page 358
Table 14.8 Differences in Perceived Quality and Treatment Characteristics between Household Surveys and Exit Polls......Page 361
Table 14.9 Proportion of Respondents Reporting Paying Non-Zero Amounts, Matched Sample......Page 363
Table 14A.1 Summary Statistics for Observations Included in and Excluded from the Final Sample......Page 365
Table 15.1 IFLS Health Care Facility and School Samples......Page 375
Table 15.2 IFLS1 Matching Rates: Health Facility and School Surveys and the Household Questionnaire......Page 378
Table 15.3 IFLS Cross-Wave Facility Interviews, by Facility Type......Page 382
Table 15A.1 IFLS2–3 Health Care and School Facility Samples......Page 385
Table 16.1 Topics Covered in a Typical LSMS Household Questionnaire......Page 395
Table 16.2 Facility Surveys in the LSMS by Country and Year......Page 398
Table 16.3 Features of the Facility Surveys in the LSMS......Page 399
Table 16.4 Health Facilities and Health Outcomes in Panama, by Corregimiento......Page 409