Are You Being Served? : New Tools for

"This publication presents tools and techniques for measuring service delivery in health and education and people's experiences from the field in deploying these methods. It begins by providing an introduction to the different methodological tools available for evaluating the performance of the health and education sectors. Country specific experiences are then explored to highlight lessons on the challenges, advantages and disadvantages of using different techniques to measure quality in a variety of different contexts and of using the resulting data to affect change. This book is a valuable resource for those who seek to enhance capacity for the effective measurement of service delivery in order to improve accountability and governance and enhance the quality of service delivery in developing countries."

Overview	p. 1
Introduction: Why Measure Service Delivery?	p. 1
Assessment of Health Facility Performance: An Introduction to Data and Measurement Issues	p. 19
An Introduction to Methodologies for Measuring Service Delivery in Education	p. 67
Use of Administrative Data	p. 111
Administrative Data in a Study of Local Inequality and Project Choice: Issues of Interpretation and Relevance	p. 111
What May Be Learned from Project Monitoring Data? Lessons from a Nutrition Program in Madagascar	p. 131
Program Impact and Variation in the Duration of Exposure	p. 147
Public Expenditure Tracking Surveys	p. 173
Tracking Public Money in the Health Sector in Mozambique: Conceptual and Practical Challenges	p. 173
Public Expenditure Tracking Survey in a Difficult Environment: The Case of Chad	p. 191
Lessons from School Surveys in Indonesia and Papua New Guinea	p. 221
Facility Surveys	p. 233
Assessment of Health and Education Services in the Aftermath of a Disaster	p. 233
Ukraine School Survey: Design Challenges, Poverty Links, and Evaluation Opportunities	p. 251
Qualitative Research to Prepare Quantitative Analysis: Absenteeism among Health Workers in Two African Countries	p. 271
Use of Vignettes to Measure the Quality of Health Care	p. 299
Combined Household and Facility Surveys	p. 313
Client Satisfaction and the Perceived Quality of Primary Health Care in Uganda	p. 313
Health Facility and School Surveys in the Indonesia Family Life Survey	p. 343
Collection of Data from Service Providers within the Living Standards Measurement Study	p. 365
Conclusion	p. 389
Sharing the Gain: Some Common Lessons on Measuring Service Delivery	p. 389
Index	p. 401
Table of Contents provided by Blackwell. All Rights Reserved.

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Are You Being Served? : New Tools for Measuring Service Delivery

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Table of Contents

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