Description: Governance and Public Service Delivery in Europe and Central Asia : Unofficial Payments, Utilization and Satisfaction

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Governance and Public Service Delivery in Europe and Central Asia : Unofficial Payments, Utilization and Satisfaction

Using data from the 2010 Life in Transition Survey, this paper examines the levels of citizens' satisfaction with public service delivery in Europe and Central Asia and identifies some factors that may help explain variation in utilization and...

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Main Authors:	Diagne, Mame Fatou, Ringold, Dena, Zaidi, Salman
Language:	English
Published:	2012
Subjects:	ACCESSIBILITY ACCOUNTABILITY CITIZEN CITIZEN FEEDBACK CITIZENS CLEANLINESS COMPLAINT COMPLAINTS DELIVERY OF SERVICES DEMOGRAPHIC FACTORS DEVELOPMENT POLICY DRUGS ECONOMIC TRANSITION ELDERLY ELDERLY PEOPLE EMERGENCY CARE FEMALE FEWER CHILDREN HEALTH REFORM HEALTH SECTOR HEALTH SERVICES HEALTH SYSTEM HEALTH SYSTEMS HOSPITAL HOSPITALS HOUSEHOLD SURVEYS HOUSEHOLDS IMMUNIZATION IMPROVING GOVERNANCE INCOME INFORMATION SYSTEMS INSTITUTIONAL ARRANGEMENTS INTERNATIONAL ORGANIZATIONS JUDICIAL REVIEW LABOR MARKET LEGAL FRAMEWORK LOCAL GOVERNMENTS MEDICAL TREATMENT NATIONAL GOVERNMENT NATIONAL GOVERNMENTS NUMBER OF CHILDREN NUMBER OF WOMEN PERFORMANCE RATINGS POLICE POLICY DISCUSSIONS POLICY MAKERS POLICY RESEARCH POLICY RESEARCH WORKING PAPER POLITICAL CHANGE POPULATION GROUPS PRACTITIONERS PREGNANT WOMEN PRIMARY HEALTH CARE PROGRESS PUBLIC EDUCATION PUBLIC HEALTH PUBLIC HEALTH SERVICES PUBLIC OFFICIALS PUBLIC PERCEPTIONS PUBLIC SERVICE PUBLIC SERVICE DELIVERY PUBLIC SERVICE PROVISION PUBLIC SERVICES QUALITY OF EDUCATION QUALITY OF SERVICES QUALITY SERVICES REFERRAL SYSTEMS RESPECT RURAL AREAS SECONDARY EDUCATION SECONDARY SCHOOL SERVICE DELIVERY SERVICE PROVIDERS SERVICE PROVISION SERVICE QUALITY SOCIAL HEALTH INSURANCE SOCIAL IMPACT SOCIAL OUTCOMES SOCIAL SECURITY SUBJECTIVE ASSESSMENTS SUBJECTIVE DATA TEACHING MATERIALS TECHNICAL INFORMATION TRAFFIC UNEMPLOYMENT URBAN AREAS VOCATIONAL EDUCATION
Online Access:	http://www-wds.worldbank.org/external/default/main?menuPK=64187510&pagePK=64193027&piPK=64187937&theSitePK=523679&menuPK=64187510&searchMenuPK=64187283&siteName=WDS&entityID=000158349_20120312134350 http://hdl.handle.net/10986/3281

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Summary:	Using data from the 2010 Life in Transition Survey, this paper examines the levels of citizens' satisfaction with public service delivery in Europe and Central Asia and identifies some factors that may help explain variation in utilization and levels of satisfaction with service delivery. It finds satisfaction with public service delivery in Europe and Central Asia to be relatively high, and, despite the adverse economic and social impact of the recent global economic crisis, to have risen since 2006 in most countries in the region. However, the level of satisfaction with public service delivery in Eastern European and Central Asian countries in 2010 remains lower than in Western European comparator countries. Although the Life in Transition Survey does not provide specific objective measures of service delivery quality and efficiency, the data provide three important clues that may help explain why satisfaction is lower in transition countries than in western comparators: (i) relatively higher utilization of public services in Eastern European and Central Asian countries, (ii) relatively higher reported prevalence of unofficial payments, and (iii) relatively underdeveloped mechanisms for grievance redress.