Citizens and Service Delivery Assessing the Use of Social Accountability Approaches in Human Development Sectors

by Ringold, Dena; Holla, Alaka; Koziol, Margaret; Srinivasan, Santhosh

• ISBN13: 9780821389805
• ISBN10: 0821389807
• Format: Paperback
• Copyright: 2011-12-01
• Publisher: World Bank Publications

Summary

Failures in the delivery of public services in the human development sectors of education, health, and social protection have substantial negative impacts on the everyday lives of citizens, particularly for people living in low-income and middle-income countries.

Table of Contents

Foreword	p. ix
About the Authors	p. xi
Acknowledgments	p. xiii
Abbreviations	p. xv
Introduction and Conceptual Framework	p. 1
Rationale: Why Focus on This Topic?	p. 2
Governance and Service Delivery: A Conceptual Framework	p. 4
Social Accountability Terms and Tools	p. 6
Why Should These Instruments Work?	p. 12
Do Providers Respond to Citizen Influence?	p. 16
Notes	p. 18
References	p. 18
Social Accountability in the World Bank's Human Development Portfolio	p. 23
Implementation Issues in the Shortlist	p. 28
Institutional Arrangements	p. 29
Summary	p. 30
Notes	p. 31
Informing Citizens	p. 33
Access-to-information Legislation	p. 33
Does Having ATI Matter?	p. 36
Information Campaigns	p. 41
"Active" Information Campaigns: Scorecards and Social Audits	p. 54
The Design and Implementation of Information Campaigns	p. 58
Summary	p. 62
Notes	p. 62
References	p. 64
Channels for Using Information: Grievance Redress	p. 69
What Are Grievance Redress Mechanisms?	p. 69
Do People Use Grievance Redress?	p. 72
Grievance Mechanisms in the Human Development Sectors	p. 77
Design Issues	p. 84
Summary	p. 87
Notes	p. 88
References	p. 88
Summary and Looking Forward	p. 93
Influencing Service Delivery through Social Accountability	p. 93
Incorporating Social Accountability into Human Development Projects	p. 96
Implications for Future Work	p. 99
References	p. 101
How Can Evidence on Social Accountability Interventions Be Improved?	p. 103
Simultaneity of Interventions	p. 103
(Lack of) Representativeness of Sample	p. 105
Nature of the Indicators: Self-Reported versus Objective	p. 106
Low Statistical Power and Type II Errors	p. 107
Design versus Substance	p. 109
How Can We Generate Useful Evidence?	p. 110
References	p. 111
Portfolio Review Methodology	p. 115
Summary of Impact Evaluations	p. 119
Boxes
A Note about Terminology	p. 8
Measuring Access to Information in Education and Health 35
The RTIA in India: A Personal Experience	p. 37
Civil Society and the Media: Use of ATI in Health and Education	p. 40
Bolsa Familia: Information on Social Services, Programs, and Rights	p. 42
Accountability and the Use of Public Expenditure Tracking Surveys	p. 46
Report Cards in Health	p. 52
Issues with Complaints-Handling in the U.K. National Health Service	p. 75
The Court System and Health in Colombia	p. 82
Key Words	p. 116
Figures
Accountability Relationships in Service Delivery	p. 5
Distribution of Social Accountability Key Words by HD Sector	p. 24
Social Accountability Measures in HD	p. 26
Implementation Status of Social Accountability Components	p. 28
Have You Filed a Complaint in Education? Responses from Europe and Central Asia	p. 73
Have You Filed a Complaint in Health? Responses from Europe and Central Asia	p. 74
Tables
Examples of Social Accountability Interventions	p. 9
Scorecards in Current HD Projects	p. 27
Social Accountability in HD Projects: Some Examples	p. 97
Summary of Resources for Improving Evaluations	p. 110
HD Projects That Include Social Accountability in Their Design, FY2005-FY2010	p. 117
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