Citizens, Politicians, and Providers : The Latin American Experience with Service Delivery Reform

This document aims to provide guidance to policymakers and development practitioners on how to shape public action to get better quality services for all in Latin America. Latin American countries have seen significant progress in the last 20 years in the coverage of social and infrastructure services. However, coverage gaps and poor quality of services remain a serious problem for many citizens, particularly the poor. While technical difficulties may still be a constraint for some sophisticated services, they are clearly not a difficulty for the most essential ones. Understanding questions of access and quality of services is about the behaviors of people, from teachers, to administrators, politicians, and rich and poor citizens. The main concern is whether those responsible for designing and delivering services are accountable to the citizens who are demanding the services and also paying the taxes and fees that finance these services.