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Indicators of citizen-centric public service delivery (English)

This report and the instruments it proposes aim at assisting public administrators in ensuring that their service delivery mechanisms respond to the needs and expectations of citizens. ... See More +

Working Paper 126399 MAY 01, 2018

Pfeil,Helene; Agarwal,Sanjay; Bernstein,David S.; Recanatini,Francesca; Knack,Stephen; Ladegaard,Peter Farup Disclosed

Europe and Central Asia - Development of EU governance indicators : indicators of citizen-centric public service delivery – final report : Citizen-Centric Governance Indicators Final Report (English)

The report is structured into five parts. Part one presents the conceptual framework that forms the backdrop for developing citizen-centric service delivery indicators and summarizes what citizen-centric service delivery entails. ... See More +

Working Paper AUS0000222 MAR 16, 2018

Recanatini,Francesca; Knack,Stephen; Bernstein,David S.; Agarwal,Sanjay; Ladegaard,Peter Farup; Pfeil, Hélène Disclosed

International practices to promote budget literacy : key findings and lessons learned (English)

A budget is a vital document that lays out a government’s economic priorities in terms of policies and programs. The World Bank team’s preliminary scrutiny of practices aimed at promoting budget literacy revealed that, unlike financial literacy and citizenship education, concerted approaches to mainstream budget-literacy education at the primary, secondary, and tertiary levels of schooling are limited. ... See More +

Publication 115788 JUN 05, 2017

Masud,Harika; Pfeil,Helene; Agarwal,Sanjay; Gonzalez Briseno,Alfredo Disclosed

The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level (English)

Ova studija slučaja pruža pregled Gradskog uslužnog centra u Pančevu (GUC) koji, od uspostavljanja 2009. godine, pruža čitav niz opštinskih usluga građanima pod istim krovom. ... See More +

Brief 117080 JUN 01, 2017

Pfeil,Helene; Agarwal,Sanjay; Schott,Berenike Laura; Johns,Kimberly D. Serbian Disclosed

The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level : Gradski uslužni centar Grada Pančeva, Srbija : jednostavnije pružanje usluga i podsticanje inkluzije na lokalnom nivou (Serbian)

Ova studija slučaja pruža pregled Gradskog uslužnog centra u Pančevu (GUC) koji, od uspostavljanja 2009. godine, pruža čitav niz opštinskih usluga građanima pod istim krovom. ... See More +

Brief 117080 JUN 01, 2017

Pfeil,Helene; Agarwal,Sanjay; Schott,Berenike Laura; Johns,Kimberly D. English Disclosed

Municipal citizen service centers in Southeastern Europe : survey results on success factors, challenges, and the human rights approach of municipal one-stop shops in the Western Balkans (English)

This report presents the results of an online survey administered in six southeastern European countries: Albania, Bosnia and Herzegovina, Kosovo, Macedonia, Montenegro and Serbia. ... See More +

Brief 117084 JUN 01, 2017

Pfeil,Helene; Agarwal,Sanjay; Schott,Berenike Laura Disclosed

Human rights-based assessment tool for citizen service centers : moving toward a rights-based approach in design, strategy, and implementation (English)

This note provides practical advice on how to adopt a human rights-based assessment for the design, strategy, and implementation of service delivery by citizen service centers. ... See More +

Brief 117083 JUN 01, 2017

Pfeil,Helene; Schott,Berenike Laura; Agarwal,Sanjay Disclosed

Citizen service centers in Kenya : the role of Huduma Centers in advancing citizen-centered service delivery in a context of devolution and digitization (English)

This case study analyzes the Huduma Kenya program, under which the Government of Kenya is advancing citizen-centered public service delivery through a variety of channels, including deploying digital technology and establishing citizen service centers across the country. ... See More +

Brief 117082 JUN 01, 2017

Firestone,Rachel Sohn; Schott,Berenike Laura; Kinuthia,John Muratha; Omollo,Annette; Agarwal,Sanjay; Pfeil,Helene; Johns,Kimberly D.; Kumagai,Saki Disclosed

One-stop shops in Vietnam : changing the face of public administration for citizens and businesses through a single door to multiple services (English)

This case study analyzes the development of one-stop shops in the Socialist Republic of Vietnam, from inception of the first one in Ho Chi Minh City in 1995 through the full roll out of this model of integrated service delivery across the country, beginning in 2003. ... See More +

Brief 117081 JUN 01, 2017

Blunt,Melvyn; Davidsen,Soren; Agarwal,Sanjay; Pfeil,Helene; Schott,Berenike Laura Disclosed

Recent developments and key considerations impacting the operations of one-stop shops for citizens : a summary of major trends and a design guide for citizen service centers (English)

Countries across the globe are establishing new and improving existing citizen service centers (CSCs) to better serve their citizens. This note provides an overview of recent developmentsimpacting CSC operations as well as a CSC design guide meant to summarize essential issues that managers looking to establish CSCs may wish to consider. ... See More +

Brief 117079 JUN 01, 2017

Pfeil,Helene; Schott,Berenike Laura; Agarwal,Sanjay Disclosed

Strengthening the citizen-state compact through feedback : effective complaint management as a pathway to articulate citizen voice and improve state response (English)

The Palestinian Authority is committed to improving state-citizen relations through various mechanisms including the complaints resolution. The objective of this technical assistance, which has been undertaken at the request of the DGC, is to strengthen the Complaint Handling Mechanisms (CHMs) in five Palestinian ministries/government entities that are supported by World Bank-financed projects, as well as the DGC. ... See More +

Working Paper ACS18685 JUN 21, 2016

Agarwal,Sanjay Disclosed

Integrating social accountability approaches into extractive industries projects : a guidance note (English)

Working Paper 106498 JAN 01, 2016

Heller,Katherine C.; Van Wicklin Iii,Warren A.; Kumagai,Saki; Jarvis,Michael; Agarwal,Sanjay; Dreger,Theodore S. Disclosed

Grievance redress system of the conditional cash transfer program in the Philippines (English)

The Pantawid Pamilyang Pilipino Program (Pantawid Pamilya) is the Government of Philippines' flagship social assistance program. It is a conditional cash transfer (CCT) program that targets poor households with children and or pregnant women. ... See More +

Brief 90178 JUN 01, 2014

Patel, Darshana; Okamura, Yuko; Rogan, Shanna Elaine B.; Agarwal, Sanjay Disclosed

Social accountability relationships assessment tool : a tool to rapidly identify and assess downward accountability relationships in Bank-financed projects (English)

Social accountability is an approach that relies on citizens directly or indirectly participating in demanding accountability from service providers and public officials. ... See More +

Brief 90179 JUN 01, 2014

Patel, Darshana; Agarwal, Sanjay Disclosed

Designing and implementing a capacity building program for social accountability : lessons from Cambodia's program to enhance capacity in social accountability (English)

Social accountability (SA) refers to the extent and capability of citizens to hold the state accountable and make it responsive to their needs. ... See More +

Brief 84860 JAN 01, 2014

Kumagai, Saki; Singh, Janmejay; Soller, Michelle; Grandvoinnet, Helene; Agarwal, Sanjay Disclosed

Rapid feedback : the role of community scorecards in improving service delivery (English)

Social accountability tools are increasingly recognized as a means of improving service delivery and governance in World Bank-supported projects. ... See More +

Working Paper 88497 JAN 01, 2014

Post, David; Agarwal, Sanjay; Venugopal, Varsha Disclosed

Mainstreaming citizen engagement in the Middle East and North Africa region : a briefing note (English)

This brief provides an introduction to the issue of citizen engagement (CE) as well as the piloting of the agenda in the Bank's Middle East and North Africa (MNA) region. ... See More +

Brief 83717 SEP 01, 2013

Bousquet, Franck; Bhatt, Nina; Yamouri, Najat; Agarwal, Sanjay; Grandvoinnet, Helene; Thindwa, Jeff; Fall, Marieta; Singh, Janmejay; Ahuja, Preeti; Manroth, Astrid Disclosed

Cameroon - Budget transparency initiative : lessons learned and recommendations for local councils (English)

From 2011 to 2013, the World Bank-financed Budget Transparency Initiative1 has conducted a number of activities in the North-West and Adamawa Regions to make local council budgets more transparent and accessible to citizens. ... See More +

Working Paper 89827 JUN 01, 2013

Agarwal, Sanjay; Alton, Martin Luis; Bove, Abel; Ngounoue, Victoire; Perrot, Vincent Disclosed

Cameroon - Budget transparency initiative : increasing accountability through budget transparency at the subnational level in Cameroon (English)

Improving governance is a major development challenge for Cameroon and for many other developing countries, and making public financial management more transparent is a central part of it. ... See More +

Working Paper 89828 JUN 01, 2013

Alton, Martin Luis; Agarwal, Sanjay Disclosed

Cameroon - Budget transparency initiative : a local budget transparency index for Cameroon's local councils - insights from a benchmarking exercise (English)

Transparent budgets and public financial management processes constitute a key pillar of good governance. However, while this has been increasingly recognized for national budgets, little attention is paid to subnational budget transparency. ... See More +

Working Paper 89831 JUN 01, 2013

Alton, Martin Luis; Agarwal, Sanjay; Songwe, Vera Disclosed

Title Document Date Report No. Document Type Also available in
Indicators of citizen-centric public service delivery (English)
See More +
MAY 01, 2018 126399 Working Paper
Europe and Central Asia - Development of EU governance indicators : indicators of citizen-centric public service delivery – final report : Citizen-Centric Governance Indicators Final Report (English)
See More +
MAR 16, 2018 AUS0000222 Working Paper
International practices to promote budget literacy : key findings and lessons learned (English)
See More +
JUN 05, 2017 115788 Publication
The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level (English)
See More +
JUN 01, 2017 117080 Brief Serbian
The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level : Gradski uslužni centar Grada Pančeva, Srbija : jednostavnije pružanje usluga i podsticanje inkluzije na lokalnom nivou (Serbian)
See More +
JUN 01, 2017 117080 Brief English
Municipal citizen service centers in Southeastern Europe : survey results on success factors, challenges, and the human rights approach of municipal one-stop shops in the Western Balkans (English)
See More +
JUN 01, 2017 117084 Brief
Human rights-based assessment tool for citizen service centers : moving toward a rights-based approach in design, strategy, and implementation (English)
See More +
JUN 01, 2017 117083 Brief
Citizen service centers in Kenya : the role of Huduma Centers in advancing citizen-centered service delivery in a context of devolution and digitization (English)
See More +
JUN 01, 2017 117082 Brief
One-stop shops in Vietnam : changing the face of public administration for citizens and businesses through a single door to multiple services (English)
See More +
JUN 01, 2017 117081 Brief
Recent developments and key considerations impacting the operations of one-stop shops for citizens : a summary of major trends and a design guide for citizen service centers (English)
See More +
JUN 01, 2017 117079 Brief
Strengthening the citizen-state compact through feedback : effective complaint management as a pathway to articulate citizen voice and improve state response (English)
See More +
JUN 21, 2016 ACS18685 Working Paper
Integrating social accountability approaches into extractive industries projects : a guidance note (English)
See More +
JAN 01, 2016 106498 Working Paper
Grievance redress system of the conditional cash transfer program in the Philippines (English)
See More +
JUN 01, 2014 90178 Brief
Social accountability relationships assessment tool : a tool to rapidly identify and assess downward accountability relationships in Bank-financed projects (English)
See More +
JUN 01, 2014 90179 Brief
Designing and implementing a capacity building program for social accountability : lessons from Cambodia's program to enhance capacity in social accountability (English)
See More +
JAN 01, 2014 84860 Brief
Rapid feedback : the role of community scorecards in improving service delivery (English)
See More +
JAN 01, 2014 88497 Working Paper
Mainstreaming citizen engagement in the Middle East and North Africa region : a briefing note (English)
See More +
SEP 01, 2013 83717 Brief
Cameroon - Budget transparency initiative : lessons learned and recommendations for local councils (English)
See More +
JUN 01, 2013 89827 Working Paper
Cameroon - Budget transparency initiative : increasing accountability through budget transparency at the subnational level in Cameroon (English)
See More +
JUN 01, 2013 89828 Working Paper
Cameroon - Budget transparency initiative : a local budget transparency index for Cameroon's local councils - insights from a benchmarking exercise (English)
See More +
JUN 01, 2013 89831 Working Paper