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

Author

Listed:
  • Dena Ringold
  • Alaka Holla
  • Margaret Koziol
  • Santhosh Srinivasan

Abstract

Efforts by governments, donors, and civil society alike to improve governance, accountability, and development results on the ground have heightened attention to the idea that citizens can contribute to better public services by holding their policy makers, providers, and program managers accountable. While the use of social accountability to improve services in low- and middle-income countries is not new, the topic has gained currency in recent years. This book looks at how this works in practice. It aims to learn from the experiences gained from the implementation of World Bank projects and from the small, but growing, set of impact evaluations. The review is a first step to identify lessons, knowledge gaps, and questions for further research that can improve the use of these tools in government policies and through programs supported by civil society and donors, including the World Bank. The book documents a diverse and exciting set of cases the rapid adoption of access-to-information laws, the use of public expenditure tracking surveys by civil society organizations to 'follow the money' from central government budgets to schools and health clinics, and the incorporation of grievance redress mechanisms into the design of conditional cash transfer programs. Many of the examples discussed here are new initiatives, and some are being evaluated now. Much will be gained from more evaluation and the sharing of experiences across countries developed and developing alike.

Suggested Citation

  • Dena Ringold & Alaka Holla & Margaret Koziol & Santhosh Srinivasan, 2012. "Citizens and Service Delivery : Assessing the Use of Social Accountability Approaches in the Human Development Sectors," World Bank Publications - Books, The World Bank Group, number 2377.
  • Handle: RePEc:wbk:wbpubs:2377
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    References listed on IDEAS

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    Cited by:

    1. Marija Martinovic & Ivana Pavlic & Meri Suman Tolic, 2017. "Measurement Of Local Public Services’ Quality Using Servqual: The Case Of Dubrovnik," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 26(2), pages 593-610, december.
    2. Afridi, Farzana & Iversen, Vegard, 2014. "Social Audits and MGNREGA Delivery: Lessons from Andhra Pradesh," India Policy Forum, National Council of Applied Economic Research, vol. 10(1), pages 297-341.
    3. Ezequiel Molina & Laura Carella & Ana Pacheco & Guillermo Cruces & Leonardo Gasparini, 2017. "Community monitoring interventions to curb corruption and increase access and quality in service delivery: a systematic review," Journal of Development Effectiveness, Taylor & Francis Journals, vol. 9(4), pages 462-499, October.
    4. Nicola Jones & Bassam Abu-Hamad & Paola Pereznieto & Kerry Sylvester, 2016. "Transforming Cash Transfers: Citizens’ Perspectives on the Politics of Programme Implementation," Journal of Development Studies, Taylor & Francis Journals, vol. 52(8), pages 1207-1224, August.
    5. Lasuli Bakalikwira & Juma Bananuka & Twaha Kaawaase Kigongo & Doreen Musimenta & Veronica Mukyala, 2017. "Accountability in the public health care systems: A developing economy perspective," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1334995-133, January.
    6. Ezequiel Molina & Laura Carella & Ana Pacheco & Guillermo Cruces & Leonardo Gasparini, 2016. "Community monitoring interventions to curb corruption and increase access and quality of service delivery in low‐ and middle‐income countries: a systematic review," Campbell Systematic Reviews, John Wiley & Sons, vol. 12(1), pages 1-204.
    7. Cordelia Onyinyechi Omodero & Kabiru Isa Dandago, 2019. "Tax Revenue and Public Service Delivery: Evidence From Nigeria," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 10(2), pages 82-91, April.
    8. Dale, Elina & Peacocke, Elizabeth F. & Movik, Espen & Voorhoeve, Alex & Ottersen, Trygve & Kurowski, Christoph & Evans, David B. & Norheim, Ole Frithjof & Gopinathan, Unni, 2023. "Criteria for the procedural fairness of health financing decisions: a scoping review," LSE Research Online Documents on Economics 119799, London School of Economics and Political Science, LSE Library.
    9. James K. Sirite & Henry Ongori & Darius Bosire, 2017. "Challenges Faced by Devolved Governance in Quality Service Delivery: A Case Study of Turkana Central Sub-county, Turkana County, Kenya," International Journal of Learning and Development, Macrothink Institute, vol. 7(4), pages 87-101, December.
    10. Igor Francetic & Günther Fink & Fabrizio Tediosi, 2021. "Impact of social accountability monitoring on health facility performance: Evidence from Tanzania," Health Economics, John Wiley & Sons, Ltd., vol. 30(4), pages 766-785, April.
    11. Bjork, Christopher & Susanti, Dewi, 2023. "Can community participation leverage changes in teacher behavior? Evidence from remote areas of Indonesia," International Journal of Educational Development, Elsevier, vol. 102(C).
    12. World Bank, 2013. "Enhancing Transparency and Accountability through Citizen Feedback : Lessons from the E-ISR+ Pilot," World Bank Publications - Reports 13233, The World Bank Group.
    13. Ezequiel Molina & Ana Pacheco & Leonardo Gasparini & Guillermo Cruces & Andres Rius, 2013. "PROTOCOL: Community Monitoring Interventions to Curb Corruption and Increase Access and Quality in Service Delivery in Low ‐ and Middle‐income Countries: A Systematic Review," Campbell Systematic Reviews, John Wiley & Sons, vol. 9(1), pages 1-66.
    14. Maxine Molyneux & With Nicola Jones & Fiona Samuels, 2016. "Can Cash Transfer Programmes Have ‘Transformative’ Effects?," Journal of Development Studies, Taylor & Francis Journals, vol. 52(8), pages 1087-1098, August.
    15. Anuradha Joshi, 2013. "Do They Work? Assessing the Impact of Transparency and Accountability Initiatives in Service Delivery," Development Policy Review, Overseas Development Institute, vol. 31, pages 29-48, July.
    16. Gauri, Varun, 2013. "Redressing Grievances and Complaints Regarding Basic Service Delivery," World Development, Elsevier, vol. 41(C), pages 109-119.

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