Skip to Main Navigation

The last mile to quality service (English)

In many developing countries, governments have invested substantial resources in the provision of basic services such as healthcare and education. However, these investments frequently yield minimal improvements in student learning and health outcomes. One reason can be found in a growing body of research that suggests investment in the structural dimensions of service quality beyond a certain threshold is unlikely to improve service delivery outcomes. Indeed, the quantity and quality of structural determinants of education and healthcare services such as infrastructure, classroom and medical supplies, and even teacher and medical training are largely irrelevant if teachers and healthcare providers do not exert the requisite effort to translate these inputs into effective teaching and medical service. This book contributes to addressing this under emphasis, specifically focusing on the linkages between within-facility accountability and provider effort in the health and education sectors in Jordan. In the case of healthcare, a study was developed to generate novel insights from an original survey instrument. It is worth noting that this is the first nationally representative study in Jordan to measure within-facility accountability and provider effort in primary health care facilities, and the first study in the Middle East and North Africa region to investigate these linkages. The study relies on a nationally representative sample of 122 primary healthcare facilities where data are collected through patient exit interviews, and surveys administered to chief medical officers, doctors, and nurses who work at the centers, and where available, a representative of the community health committee. In the case of education, an empirical analysis of a nationally representative sample of 156 schools was conducted, relying on existing data collected through principal, teacher, and student surveys; third-party classroom observations and school inventories; and math and reading student assessments. This empirical analysis was complemented by a comparative case study of six Jordanian schools using statistical matching and a process-tracing procedure.


  • Author

    000316232:Claire Louise Greer:cgreer@worldbank.o rg;

  • Document Date


  • Document Type

    Working Paper

  • Report Number


  • Volume No


  • Total Volume(s)


  • Country


  • Region

    Middle East and North Africa,

  • Disclosure Date


  • Disclosure Status


  • Doc Name

    The last mile to quality service

  • Keywords

    egra early grade reading assessment;Program for International Student;life expectancy at birth;quality of service delivery;human development outcome;public expenditure on health;Levels of Educational Attainment;accountability in service delivery;per capita income level;access to basic service;public expenditure on education;public health care system;primary health care facilities;education and health;healthcare provider;health outcome;student learning;performance management system;form of accountability;infant mortality rate;accountability mechanism;financial incentive;delivery of service;social service sector;choice of provider;public health facility;threat of exit;local government official;diagnosis and treatment;primary school enrollment;human resource management;block grant program;termination of employment;impact of competition;provision of good;quality of healthcare;service delivery institution;data collection effort;social service provider;service delivery chain;privileges and immunity;information on performance;provision of service;quality of care;per capita health;international student assessment;standard and guideline;opportunities for student;compliance with standard;incentives for teacher;pay for performance;professional development opportunities;access to care;missing in action;allocation of resource;social science research;test score;healthcare services;professional standard;



Official version of document (may contain signatures, etc)

  • Official PDF
  • TXT*
  • Total Downloads** :
  • Download Stats
  • *The text version is uncorrected OCR text and is included solely to benefit users with slow connectivity.


000316232:Claire Louise Greer:cgreer@worldbank.o rg;

The last mile to quality service (English). Directions in development,human development Washington, D.C. : World Bank Group.