Citizens and Service Delivery

Assessing the Use of Social Accountability Approaches in the Human Development Sectors

Bibliographic Data

ID19905181
AuthorsWorld Bank, Dena Ringold (Global Development Network), Alaka Holla (0000-0002-5520-4145), Margaret Koziol (Global Development Network), Santhosh Srinivasan (Global Development Network)
Year2012
Pages131
Publication date2012-01-01
Open AccessNo
TypeBOOK
VenueCitizens and service delivery (SOURCE_BOOK)
PublisherWorld Bank (PUBLISHER)
DOI10.1596/978-0-8213-8980-5
OpenAlexW4238736501
Open LibraryOL25109890M
ISBN9780821389805
LanguageEN
Citations received11
References cited12

No AccessDirections in Development - Human Development1 Feb 2013Citizens and Service DeliveryAssessing the Use of Social Accountability Approaches in Human Development SectorsAuthors/Editors: Dena Ringold, Alaka Holla, Margaret Koziol, Santhosh SrinivasanDena Ringold, Alaka Holla, Margaret Koziol, Santhosh Srinivasanhttps://doi.org/10.1596/978-0-8213-8980-5View ChaptersAboutPDF (1.7 MB)Other FormatsePUB ToolsAdd to favoritesDownload CitationsTrack Citations ShareFacebookTwitterLinked In Abstract:In many low and middle income countries, dismal failures in the quality of public service delivery such as absenteeism among teachers and doctors and leakages of public funds have driven the agenda for better governance and accountability. This has raised interest in the idea that citizens can contribute to improved quality of service delivery by holding policy-makers and providers of services accountable. This proposition is particularly resonant when it comes to the human development sectors – health, education and social protection – which involve close interactions between providers and citizens/users of services.Governments, NGOs, and donors alike have been experimenting with various "social accountability" tools that aim to inform citizens and communities about their rights, the standards of service delivery they should expect, and actual performance; and facilitate access to formal redress mechanisms to address service failures. The report reviews how citizens – individually and collectively – can influence service delivery through access to information and opportunities to use it to hold providers – both frontline service providers and program managers – accountable. It focuses on social accountability measures that support the use of information to increase transparency and service delivery and grievance redress mechanisms to help citizens use information to improve accountability. The report takes stock of what is known from international evidence and from within projects supported by the World Bank to identify knowledge gaps, key questions and areas for further work. It synthesizes experience to date; identifies what resources are needed to support more effective use of social accountability tools and approaches; and formulates considerations for their use in human development.The report concludes that the relationships between citizens, policy-makers, program managers, and service providers are complicated, not always direct or easily altered through a single intervention, such as an information campaign or scorecard exercise. The evidence base on social accountability mechanisms in the HD sectors is under development. There is a small but growing set of evaluations which test the impact of information interventions on service delivery and HD outcomes. There is ample space for future experiments to test how to make social accountability work at the country level. Previous bookNext book FiguresReferencesRecommendedDetailsCited ByLa responsabilité sociale en santé : référents conceptuels, valeurs et suggestions pour l'apprentissage. Une revue méthodique et systématique de la littératurePédagogie Médicale, Vol.23, No.111 May 2022Considerations for social accountability in the expansion of self-care for sexual and reproductive health and rightsSexual and Reproductive Health Matters, Vol.29, No.317 August 2022Modified scoping review of the enablers and barriers to implementing primary health care in the COVID-19 contextHealth Policy and Planning, Vol.36, No.729 June 2021Accounting for complexity – Intervention design in the context of studying social accountability for reproductive healthGates Open Research, Vol.523 May 2022When information is not power: community-elected health facility committees and health facility performance indicatorsSocial Science & MedicineStudying social accountability in the context of health system strengthening: innovations and considerations for future workHealth Research Policy and Systems, Vol.17, No.129 March 2019What Do We Know about Legal Empowerment? Mapping the EvidenceHague Journal on the Rule of Law, Vol.9, No.17 February 2017Health provider responsiveness to social accountability initiatives in low- and middle-income countries: a realist reviewHealth Policy and Planning, Vol.32, No.13 July 2016Trust in Government and Support for Redistribution6 June 2016Turning old problems into new problems: the role of young citizens in improving accountability in education in Malawi and KenyaCompare: A Journal of Comparative and International Education, Vol.44, No.310 April 2013Can Bottom-Up Institutional Reform Improve Service Delivery?SSRN Electronic Journal View Published: December 2011ISBN: 978-0-8213-8980-5e-ISBN: 978-0-8213-8930-0 Copyright & Permissions Related RegionsAfricaLatin America & CaribbeanSouth AsiaRelated CountriesEgypt, Arab Rep.IndiaRelated TopicsFinance and Financial Sector DevelopmentGovernanceHealth Nutrition and PopulationInformation and Communication TechnologiesPublic Sector DevelopmentSocial Development KeywordsSOCIAL PROTECTIONACCESS TO INFORMATIONAGENCYCITIZEN PARTICIPATIONCOMMUNITY MONITORINGDEMANDSIDEEDUCATIONGRIEVANCE REDRESSHEALTHHUMAN DEVELOPMENTINFORMATION CAMPAIGNSREPORT CARDSSCORECARDSSOCIAL ACCOUNTABILITYSOCIAL AUDIT PDF DownloadLoading

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