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Economic & Sector Work :: Policy Note

Municipal Management and Local Governance : A Service Delivery Perspective

ACCESS CONTROL ACCESS ROADS ACCESS TO SERVICES ACCESSIBILITY ACCIDENTS ACCOUNTABILITY AIR BACKUP BOTTLENECKS BUILDING CODES BUS BUS COMPANY BUS ROUTES BUS SERVICE BUS STATIONS BUS STOPS BUSES BUSINESS DEVELOPMENT BUSINESS SERVICES BUSINESSES CAPABILITIES CAPITAL PROJECTS CARS CENTRAL CITY AREAS CITIES CLEANLINESS CLINICS COMMERCIAL BANKS COMMODITIES CONNECTIVITY COUNTRYSIDE CROSSWALKS CURB CUTS CUSTOMER RELATIONS CUSTOMER SATISFACTION CUSTOMER SERVICE DATABASE MANAGEMENT SYSTEMS DEBT DECENTRALIZATION DELIVERY SYSTEMS DOMAIN DRIVER TRAINING ECONOMIC GROWTH ELECTRICITY ELECTRICITY SERVICES EMERGENCY RESPONSE EMERGENCY SERVICES END USERS END-USER END-USERS ENFORCEMENT OF REGULATIONS ENTRY POINT EQUALIZATION EQUIPMENT EXPENDITURE ASSIGNMENTS EXTERNALITIES FARE STRUCTURE FARES FINANCIAL RESOURCES FLEETS FUEL GARBAGE COLLECTION GENDER GOVERNMENT POLICIES HEAVY TRUCKS HOMES HOUSEHOLD BUDGETS HOUSEHOLDS HOUSES HOUSING HYGIENE INFORMATION DISSEMINATION INSPECTIONS INSTITUTIONAL FRAMEWORKS INTERVENTIONS JOURNEYS LANES LAW ENFORCEMENT LAWS LIBRARIES LOCAL COUNCILS LOCAL GOVERNMENT LOCAL GOVERNMENTS LOCAL TRANSIT LOCALITIES MAINTENANCE COSTS MANDATES MANUFACTURING MARKET RESEARCH MATERIAL MUNICIPAL MANAGEMENT MUNICIPALITIES NEIGHBORHOOD NEIGHBORHOODS NEIGHBOURHOODS NETWORK CONNECTION NETWORKS NEW MARKETS NEW TECHNOLOGIES NOISE ONE-STOP SHOPS OVERCROWDING PASSENGERS PATRONAGE PAYMENT SYSTEMS PEAK HOURS PEDESTRIAN POLICE POOR NEIGHBORHOODS POPULATION GROWTH POSITIVE EXTERNALITIES PRIVATE SECTOR PRIVATE SECTOR PARTICIPATION PRIVATE SECTORS PRIVATE TRANSPORT PRIVATIZATION PRODUCTIVITY PROFITABLE ROUTES PUBLIC PUBLIC ADMINISTRATION PUBLIC AGENCIES PUBLIC BUILDINGS PUBLIC GARDENS PUBLIC INFORMATION PUBLIC PARKS PUBLIC PARTICIPATION PUBLIC PERCEPTIONS PUBLIC SECTOR PUBLIC SECTOR REFORM PUBLIC SERVICE PUBLIC SERVICE PROVISION PUBLIC SERVICES PUBLIC TRANSPORT PUBLIC TRANSPORT COVERAGE PUBLIC TRANSPORT MODES PUBLIC TRANSPORT SERVICES PUBLIC TRANSPORT SYSTEM PUBLIC TRANSPORT SYSTEMS PUBLIC TRANSPORTATION PUBLIC TRANSPORTATION AGENCIES QUALITY OF SERVICE QUALITY OF SERVICES RAILWAY RAILWAY SERVICE RAILWAYS RAW DATA RELIABILITY RELIABILITY OF SERVICE RELIABILITY OF SERVICES RENTING RESIDENTIAL AREAS RESULT RESULTS REVENUE COLLECTION RIDER ROAD ROAD CONGESTION ROAD CONNECTIONS ROAD MAINTENANCE ROAD NETWORK ROAD PROJECTS ROAD WIDENING ROADS RURAL AREAS SAFETY SANITATION SCHOOL BUS SECURITY SERVICE SELF HELP SELF-HELP SERVICE PROVIDER SERVICE PROVIDERS SEWAGE SEWERAGE SERVICES SHELTERS SIGNAGE SITES SMALL TOWNS SOCIAL COHESION SOCIAL DEVELOPMENT SOCIAL SCIENCE SOLID WASTE COLLECTION SOLID WASTE DISPOSAL SPREADSHEET SQUATTER SQUATTER SETTLEMENTS STANDARD FORMAT STORAGE FACILITIES STREET DESIGN STREET LIGHTS STREET PARKING STREETS SUBSIDIARITY PRINCIPLE SUBURBAN AREAS SUBURBS SUPERMARKET SUPERVISION SUPERVISORY CAPACITIES TAXI SERVICE TAXI SERVICES TAXIS TECHNICAL STAFF TECHNICAL TRAINING TOWNS TRAFFIC TRAFFIC CIRCLES TRAFFIC CONGESTION TRAFFIC LIGHTS TRAFFIC MANAGEMENT TRAFFIC POLLUTION TRAFFIC PROBLEMS TRAINING COURSES TRANSIT SYSTEMS TRANSMISSION TRANSPORT AGENCIES TRANSPORT OPERATORS TRANSPORT TERMINALS TRANSPORTATION NETWORK TRAVEL TIME TRAVEL TIMES TRUCKS TRUE UNDERGROUND URBAN AREAS URBAN EXPANSION URBAN SERVICES USER FEEDBACK USER GROUP USER GROUPS USER INTERFACE UTILITIES VEHICLE VEHICLES VILLAGES WALKING WALKING DISTANCE WATER POLLUTION WATER SUPPLY
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World Bank, Washington, DC
Middle East and North Africa
2014-08-21T20:49:47Z | 2014-08-21T20:49:47Z | 2007-03-31

The Norwegian Social Science Research Institute (FAFO) in conjunction with field based teams in five Middle East and North Africa (MNA) region countries worked under the guidance of the World Bank to organize, design and implement a Service Delivery Survey (SDS) spanning the period 2005-61. The SDS diagnostic examines the linkages between government policies and service delivery performance. The aim of the exercise was to provide an end-user perspective on potential ways of improving service quality, cost and outreach outcomes. It builds upon the institutional and policy review carried out in the MNA-8 countries by the World Bank in 2004 and uses the body of knowledge generated as a basis for refining the service delivery analysis in several ways. First, by surveying end-users it assesses their perception of the quality and coverage of services, improvements that they have noted, and the deficiencies that still exist. Second, it gauges their understanding of the service delivery mechanism, i.e. whether the users feel private sector providers, local governments, central government agencies or other providers are the preferred provider; if so, why; and whether there are general principles that can be derived from the user feedback. Third, it also considers the costs of provision under alternative arrangements, efficiency gains and inherent subsidies or losses that could be potentially averted under alternative institutional arrangements. Two methodologies were employed; focus group discussions complemented by Transect surveys, which, together, provide a window to the overall nature of service delivery in the selected Middle East countries. Certain central themes and concerns cutting across different services and countries emerge from these discussions. These are highlighted below. However, it should be noted that the purpose of implementing the SDS was not to generate definitive policy recommendations for each country. Samples sizes of cities (two per country) and within city (100 transect questionnaires and approximately 45 focus group discussion participants) hardly constitute a representative sample. Rather, the purpose of the SDS was to expose central government officials and city-level representatives and staff to cost-effective tools and techniques in consulting their constituents on key service delivery issues.

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