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Trust, Voice, and Incentives : Learning from Local Success Stories in Service Delivery in the Middle East and North Africa
[Confiance, voix au chapitre et mesures incitatives : Tirer des leçons du succès dans la prestation de services au niveau local au Moyen-Orient et en Afrique du Nord]

Author

Listed:
  • Hana Brixi
  • Ellen Lust
  • Michael Woolcock

Abstract

This report examines the role of incentives, trust, and engagement as critical determinants of service delivery performance in MENA countries. Focusing on education and health, the report illustrates how the weak external and internal accountability undermines policy implementation and service delivery performance and how such a cycle of poor performance can be counteracted. Case studies of local success reveal the importance of both formal and informal accountability relationships and the role of local leadership in inspiring and institutionalizing incentives toward better service delivery performance. Enhancing services for MENA citizens requires forging a stronger social contract among public servants, citizens, and service providers while empowering communities and local leaders to find 'best fit' solutions. Learning from the variations within countries, especially the outstanding local successes, can serve as a solid basis for new ideas and inspiration for improving service delivery. Such learning may help the World Bank Group and other donors as well as national and local leaders and civil society, in developing ways to enhance the trust, voice, and incentives for service delivery to meet citizens’ needs and expectations.

Suggested Citation

  • Hana Brixi & Ellen Lust & Michael Woolcock, 2015. "Trust, Voice, and Incentives : Learning from Local Success Stories in Service Delivery in the Middle East and North Africa [Confiance, voix au chapitre et mesures incitatives : Tirer des leçons du ," World Bank Publications - Books, The World Bank Group, number 21607.
    • Handle: RePEc:wbk:wbpubs:21607
    as

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    References listed on IDEAS

    as
    1. Andrews, Matt & Pritchett, Lant & Woolcock, Michael, 2013. "Escaping Capability Traps Through Problem Driven Iterative Adaptation (PDIA)," World Development, Elsevier, vol. 51(C), pages 234-244.
    2. Andrews,Matt, 2013. "The Limits of Institutional Reform in Development," Cambridge Books, Cambridge University Press, number 9781107016330, October.
    3. Martina Björkman & Jakob Svensson, 2009. "Power to the People: Evidence from a Randomized Field Experiment on Community-Based Monitoring in Uganda," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 124(2), pages 735-769.
    4. Abhijit V. Banerjee & Rukmini Banerji & Esther Duflo & Rachel Glennerster & Stuti Khemani, 2010. "Pitfalls of Participatory Programs: Evidence from a Randomized Evaluation in Education in India," American Economic Journal: Economic Policy, American Economic Association, vol. 2(1), pages 1-30, February.
    5. Verena Fritz & Brian Levy & Rachel Ort, 2014. "Problem-Driven Political Economy Analysis : The World Bank's Experience," World Bank Publications - Books, The World Bank Group, number 16389.
    6. Barbara Bruns & Javier Luque, 2015. "Great Teachers : How to Raise Student Learning in Latin America and the Caribbean," World Bank Publications - Books, The World Bank Group, number 20488.
    7. Björn-Sören Gigler & Savita Bailur, 2014. "Closing the Feedback Loop : Can Technology Bridge the Accountability Gap?," World Bank Publications - Books, The World Bank Group, number 18408.
    Full references (including those not matched with items on IDEAS)

    Citations

    Blog mentions

    As found by EconAcademics.org, the blog aggregator for Economics research:
    1. Rousseau isn’t the first, nor last, to negotiate a ‘social contract’
      by ? in World Bank Blogs on 2015-05-06 19:40:00

    Citations

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    Cited by:

    1. Thapa,Dikshya & Farid,Muhammad Noor & Prevost,Christophe, 2021. "Governance Drivers of Rural Water Sustainability : Collaboration in Frontline Service Delivery," Policy Research Working Paper Series 9798, The World Bank.
    2. Caroline Krafft & Reham Rizk, 2018. "The Promise and Peril of Youth Entrepreneurship in MENA," Working Papers 1257, Economic Research Forum, revised 19 Nov 2018.
    3. Ibrahim, Solava, 2021. "The dynamics of the Egyptian social contract: How the political changes affected the poor," World Development, Elsevier, vol. 138(C).
    4. Krafft, Caroline & Elbadawy, Asmaa & Sieverding, Maia, 2019. "Constrained school choice in Egypt," International Journal of Educational Development, Elsevier, vol. 71(C).
    5. Andrews, Matt & Pritchett, Lant & Woolcock, Michael, 2017. "Building State Capability: Evidence, Analysis, Action," OUP Catalogue, Oxford University Press, number 9780198747482.
    6. Siham Matallah, 2020. "Public service delivery, corruption and inequality: key factors driving migration from North Africa to the developed world," Journal of Social and Economic Development, Springer;Institute for Social and Economic Change, vol. 22(2), pages 328-354, December.
    7. Shantayanan Devarajan, 2018. "How to Use Oil Revenues Efficiently," Working Papers 1199, Economic Research Forum, revised 24 May 2018.
    8. Gaduh,Arya Budhiastra & Pradhan,Menno Prasad & Priebe,Jan & Susanti,Dewi, 2021. "Scores, Camera, Action : Social Accountability and Teacher Incentives in Remote Areas," Policy Research Working Paper Series 9748, The World Bank.

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