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Working Paper

Information and Service Delivery : Case Studies from Kenya and Ethiopia

ABUSE ACCESS TO INFORMATION ACCESS TO SERVICES ACCESSIBILITY ACCOUNTABILITY ACTIVE PARTICIPATION AIDS EPIDEMIC AIDS PATIENTS ALLOCATION OF RESOURCES AUTHENTICATION BASIC HUMAN RIGHT BASIC SERVICES BEST PRACTICES BETTER SERVICE DELIVERY CAPACITY BUILDING CITIZEN CITIZEN ACCESS CITY COUNCIL CIVIL SOCIETY CIVIL SOCIETY ORGANIZATION CLINICS COLLUSION COMMUNICATION CHANNELS COMMUNICATION TECHNOLOGIES COMMUNITY PARTICIPATION COMPLAINT COMPLAINTS CORRUPT CORRUPTION DECISION MAKING DELIVERY OF SERVICES DELIVERY TO CITIZENS DEMAND FOR SERVICES DETAILED INFORMATION DEVELOPMENT PROCESS DIABETES DISCRETION DISCRIMINATION DISSEMINATION DRUGS E-MAIL ECONOMIC GROWTH ECONOMIC RIGHTS ESSENTIAL DRUGS FINANCIAL MANAGEMENT FLOW OF INFORMATION FOCUS GROUP DISCUSSIONS GLOBAL EFFORT GOOD GOVERNANCE GOVERNANCE REFORMS GOVERNMENT AGENCIES GROUP DISCUSSION HEALTH CARE HEALTH CENTERS HEALTH EDUCATION HEALTH FACILITIES HEALTH MANAGEMENT HEALTH OUTCOMES HEALTH POLICY HEALTH PROVIDERS HEALTH SECTOR HEALTH SERVICES HEALTH SYSTEM HEALTH WORKERS HEALTHCARE PROVIDERS HIV HOSPITAL HOSPITALS HUMAN CAPACITY HUMAN CAPITAL HUMAN RIGHTS ILLITERACY ILLNESS IMMUNIZATION IMMUNODEFICIENCY INCOME-GENERATION ACTIVITIES INFANT INFANT MORTALITY INFORMATION AVAILABILITY INFORMATION DISSEMINATION INFORMATION EXCHANGE INFORMATION SYSTEMS INFORMATION TECHNOLOGIES INFORMATION TECHNOLOGY INITIATIVE INSTITUTIONAL CAPACITY INSTITUTIONAL CHANGE INSUFFICIENT INFORMATION INTERVENTION LACK OF INFORMATION LAWS LEADING CAUSE OF DEATH LEGAL FRAMEWORKS LEGAL STATUS LEVEL OF POVERTY LEVELS OF EDUCATION LIFE EXPECTANCY LOCAL GOVERNMENT LOCAL POPULATION MALARIA MANAGEMENT SYSTEMS MANDATES MASS MEDIA MEDICAL CARE MEDICAL PERSONNEL MEDICAL RESEARCH MEDICAL SERVICES MEDICINES MILLENNIUM DEVELOPMENT GOALS MINISTER MINISTRIES OF HEALTH MINISTRY OF HEALTH MOBILE TELEPHONY MORBIDITY MORTALITY MOTHER MOTHER-TO-CHILD MOTHER-TO-CHILD TRANSMISSION NATIONAL DEVELOPMENT NATIONAL LEVEL NATIONAL POLICIES NATIONAL PRIORITIES NEEDS ASSESSMENT NEW INFORMATION TECHNOLOGIES NUMBER OF PEOPLE NURSING NUTRITION ORDINARY CITIZENS ORPHANS PATIENT PATIENTS PHARMACIES POLICES POLICY ANALYSIS POLICY DIALOGUE POLICY RESEARCH POOR HEALTH POPULATION SIZE PRACTITIONERS PRIVATE ORGANIZATIONS PRIVATE SECTOR PRIVATIZATION PROCUREMENT PROGRESS PROVINCIAL HOSPITALS PROVISION OF INFORMATION PUBLIC AGENCIES PUBLIC CONFIDENCE PUBLIC HEALTH PUBLIC HOSPITALS PUBLIC INFORMATION PUBLIC PARTICIPATION PUBLIC POLICY PUBLIC SECTOR PUBLIC SECTORS PUBLIC SERVICE PUBLIC SERVICES QUALITY SERVICES RADIO REGULATORY FRAMEWORK REPRESENTATIVE SAMPLE RESOURCE MOBILIZATION RIGHT TO EDUCATION SANITATION SERVICE DELIVERY SERVICE DELIVERY SYSTEMS SERVICE PROVIDER SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SEXUALLY TRANSMITTED INFECTIONS SOCIAL INSTITUTIONS SOCIAL ISOLATION SOCIAL SCIENCE SOCIAL SERVICES SPATIAL DISTRIBUTION STRATEGIC FRAMEWORK SUSTAINABLE DEVELOPMENT TECHNICAL ASSISTANCE TECHNICAL CAPACITIES TELEVISION THEFT TRADITIONAL HEALERS TRANSPARENCY TRANSPARENT MECHANISMS TRANSPARENT SYSTEMS TRIAL TRUST BETWEEN CITIZENS TRUST IN GOVERNMENT TUBERCULOSIS TV UNFPA UNITED NATIONS POPULATION FUND UNIVERSITY EDUCATION URBAN CENTERS VICTIMS WORKERS WORLD HEALTH ORGANIZATION
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World Bank, Washington, DC
Africa | Ethiopia | Kenya
Kpundeh, Sahr | Khadiagala, Gilbert | Chowdhury, Shyamal
2017-09-11T15:11:23Z | 2017-09-11T15:11:23Z | 2008-12

This monograph probes the role of information in service delivery by focusing on key sectors in Kenya and Ethiopia. Findings from comparative studies done in 2005-06 in the health, education, and water and sanitation sectors plus public and private partnerships (PPPs) illustrate the significance of information access to delivery of quality services. Linking information access to service delivery is instructive to deepen institutional reforms around transparency and governance. This volume contends that three constraints-governance, trust, and technology deficits-impede information flows for service delivery in Ethiopia and Kenya. Although these constraints are formidable, the cases reveal that reforms in the governance arena have began to make a difference in the domain of service delivery. Using local researchers for this study has contributed to the World Bank's vision and mission of strengthening knowledge production by local institutions, particularly in Africa, where the low rate of the input of indigenous voices in the development debates is a growing concern. Augmenting the corpus of knowledge about African issues by Africans also fits into the objective of capacity building: providing local experts the opportunities to research and highlight experiences on the ground. As more countries embark on public sector reforms that deepen transparent information mechanisms and better service delivery, the need for more of these studies will increase. What the authors of this study have articulated is a rich research agenda that ties information access and service provision-research that should help advance policy dialogue with actors involved in public sector and governance reforms.

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