Citizens And Service Delivery:assessing The Use Of Social Accountability Approaches In Human Development Sectors

Authors: Unknown
Source: publications.worldbank.org
ISBN-10: 0821389807
ISBN-13: 9780821389805
Keywords: accountability, approac, social, assessing, service, delivery, citizens
Formats: Read Online And/Or Other Formats
Copyrights: Copyrighted
Directions in Development : DID - Human Development
English; Paperback; 148 pages; 6x9
Published December 1, 2011 by World Bank
ISBN: 978-0-8213-8980-5; SKU: 18980
In many low and middle income countries, dismal failures in thequality of public service delivery such as absenteeism among teachersand doctors and leakages of public funds have driven the agenda forbetter governance and accountability. This has raised interest in theidea that citizens can contribute to improved quality of servicedelivery by holding policy-makers and providers of servicesaccountable. This proposition is particularly resonant when it comes tothe human development sectors - health, education and social protection- which involve close interactions between providers and citizens/usersof services.Governments, NGOs, and donors alike have been experimenting withvarious "social accountability" tools that aim to informcitizens and communities about their rights, the standards of servicedelivery they should expect, and actual performance; and facilitateaccess to formal redress mechanisms to address service failures.The report reviews how citizens - individually and collectively -can influence service delivery through access to information andopportunities to use it to hold providers - both frontline serviceproviders and program managers - accountable. It focuses on socialaccountability measures that support the use of information to increasetransparency and service delivery and grievance redress mechanisms tohelp citizens use information to improve accountability.The report takes stock of what is known from international evidenceand from within projects supported by the World Bank to identifyknowledge gaps, key questions and areas for further work. Itsynthesizes experience to date; identifies what resources are needed tosupport more effective use of social accountability tools andapproaches; and formulates considerations for their use in humandevelopment.The report concludes that the relationships between citizens,policy-makers, program managers, and service providers are complicated,not always direct or easily altered through a single intervention, suchas an information campaign or scorecard exercise. The evidence base onsocial accountability mechanisms in the HD sectors is underdevelopment. There is a small but growing set of evaluations which testthe impact of information interventions on service delivery and HDoutcomes. There is ample space for future experiments to test how tomake social accountability work at the country level.

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