Service Delivery Surveys

Pressure for public sector modernization and reform is coming from many directions. In the midst of downsizing, decentralization and privatization, there is an important opportunity to restate the needs and priorities of citizens at the heart of government bureaucracy. User feedback through surveys, focus group discussions, and key informant interviews can contribute to more effective, efficient government services. CIET’s interest in public sector modernization stems from the opportunity reform provides to restate the concerns of citizens at the heart of government.
Several countries, including Bangladesh, Bolivia, Nepal, Nicaragua, Mali, Pakistan, South Africa, Uganda, Tanzania, and West Bank and Gaza, have used CIET “Service Delivery Surveys” to examine and promote results-oriented management of public services, bringing the concerns of civil society into governance.
For a World Bank perspective on Service Delivery Surveys, visit:
See also: Social Audits.