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Book Cover
Author Brixi, Hana Polackova.

Title Trust, voice, and incentives : learning from local success stories in service delivery in the Middle East and North Africa / Hana Brixi, Ellen Lust, and Michael Woolcock
Published Washington, DC : World Bank Group, 2015


Description 1 online resource (xxiv, 313 pages) : color maps, color illustrations
Series Online access: World Bank World Bank Open Knowledge Repository
Contents Cover -- Contents -- Foreword -- Acknowledgments -- About the Authors and the Contributors -- Abbreviations -- Overview -- Citizens' expectations -- Local successes: Autonomy, accountability, and participation -- The cycle of poor performance -- Bases for improvement -- Reference -- Data sources -- Introduction -- Organization of this report -- Note -- References -- PART I: Expectations, Reality, and Inspiration in Education and Health Services Delivery -- 1. A Demand for Better Services but Not Formal Accountability -- The right to education and health services in the MENA region -- Citizens' satisfaction and demands on government -- Citizens' trust and engagement -- Notes -- References -- Data sources -- 2. The State of Education and Health Services Delivery: The Quality Challenge amid Impressive Advances -- Outcomes -- Access -- The quality challenge -- Citizens' satisfaction -- Reflections in the wider historical and institutional contexts -- Notes -- References -- Data sources -- 3. Local Successes: Satisfaction, Accountability, and Quality at the Local Level -- Case study 1: Education services in Jenin, West Bank -- Case study 2: Education services in Yarqa, Jordan -- Case study 3: Health care services in Jordan -- Case study 4: Health care services in Morocco -- Case studies to share ideas and inspire change -- Notes -- References -- Data source -- PART II: The Historical and Institutional Drivers of Performance -- 4. Historical and Cultural Roots of Citizens' Attitudes and State Performance -- Education and health as elite privilege -- From privilege to state building -- Independence and the new social compact: Services, a right for all -- Institution building in newly independent states -- Economic crises, neoliberal policies, and the failure to reconstruct the social compact -- High expectations, weak institutions, and low performance
Notes -- References -- Data sources -- 5. Institutions Influencing the Cycle of Performance -- Political institutions -- Administrative institutions -- Social institutions -- Potential for reform? -- Notes -- References -- Data sources -- PART III: Service Delivery Performance -- 6. Service Delivery: Gaps in Providers' Efforts and Abilities and in Inputs -- Providers' efforts -- Providers' abilities -- Availability of key inputs -- Interpreting service delivery performance -- Notes -- References -- Data sources -- 7. Subnational Variation in Service Delivery Performance -- Subnational variation in health services delivery in the Republic of Yemen -- Subnational variation in health services delivery in Morocco -- Education and health services in Egypt -- Education services in the Republic of Yemen -- Education services in Morocco -- Education services in Saudi Arabia, Oman, Qatar, the United Arab Emirates, Bahrain, and Tunisia -- Concluding observations -- Annex A -- Annex B -- Notes -- Reference -- Data sources -- PART IV: Citizens' Trust and Engagement -- 8. Citizens' Response to Poor Performance and Unresponsive Institutions? Lower Trust -- Blaming the state for poor services -- Lacking trust in institutions and actors -- Conclusion -- Annex: Predicted probabilities tables on trusting the national government -- Notes -- References -- Data sources -- 9. Effects of Lower Citizen Trust on Citizen Engagement: Circumventing the State, Relying on Wasta, and Pursuing Conflict -- Directly engaging the state and public services delivery institutions -- Circumventing the state -- Clashing with the state -- The use of social media -- Conclusion -- Annex: Predicted probabilities tables -- Notes -- References -- Data sources -- PART V: New Openings -- 10. Transitions, Conflicts, and Refugees: Both an Opportunity for and a Strain on the Cycle of Performance
Transitions -- Conflict -- Refugees -- Conclusion -- Notes -- References -- Data sources -- 11. Donor Support -- An overview of the World Bank's education and health activities in the MENA region -- Factors shaping variation in operational effectiveness -- The challenge of project implementation in the MENA region -- Lessons and opportunities going forward -- Conclusion: Are there even more "lessons" to be learned? -- Notes -- References -- Data sources -- 12. Incremental Changes in the Social Contract and Local Empowerment -- Lessons from experience -- Strengthening accountability and incentives through incremental changes -- Empowering communities and local leaders to find best-fit solutions -- Delivering quick wins -- Moving forward -- Notes -- References -- Boxes -- 5.1 Examples of underperforming health centers in the MENA region -- 5.2 Improving quality of care against all odds: Mobilizing social ties in Jordan -- 6.1 The demand-side story in the quality of service provision -- 7.1 Notable performers in health services delivery in Morocco -- 11.1 World Bank's adaptable program loans and learning and innovation loans -- 11.2 The independent evaluation group's process for conducting implementation completion reports: How it works -- 11.3 Implementing education projects in the Republic of Yemen: The Secondary Education Development and Girls Access Project (SEDGAP) -- 12.1 How assessing schools and clearly informing the public promote learning in Dubai -- 12.2 Tunisia's experience in building citizen feedback loops on service delivery -- Figures -- O.1 Voiced opinion to public officials in the last month: MENA and other regions, 2013 -- O.2 The cycle of performance -- O.3 Importance of wasta in obtaining a government job, by municipality: Jordan, 2014
O.4 Percentage of respondents reporting payment of informal fees, education and health care sectors: MENA region and globally, 2013 -- O.5 Percentage of students whose principals report that teacher absenteeism is a serious problem in their school: MENA region and globally, 2011 -- O.6 Adherence to care protocols for diabetes and coronary heart disease in health facilities: Arab Republic of Egypt, 2010 -- O.7 Availability of aspirin, by province: Morocco, 2011 -- O.8 SABER analysis of World Bank School Autonomy and Accountability Interventions, by region, FY03-13 -- I.1 The cycle of performance -- 1.1 Prioritizing values: MENA and other regions, 2010-14 -- 1.2 Citizens' priorities among services: Various regions, 2014 -- 1.3 Top two issues in need of the greatest investment: Arab Republic of Egypt, 2011 -- 1.4 Satisfaction with education services: MENA and other regions, 2013 -- 1.5 Satisfaction with the availability of quality health care: MENA and other regions, 2013 -- 1.6 Satisfaction with services across sectors: MENA and other regions, 2013 -- 1.7 Education and health systems-corrupt or extremely corrupt: Selected MENA economies, 2013 -- 1.8 Public sector corruption score: Selected MENA economies, 2014 -- 1.9 Perceptions of government's efforts to fight corruption: MENA and other regions, 2013 -- 1.10 Satisfaction with efforts to deal with the poor: MENA and other regions, 2013 -- 1.11 On a continuum of 1 to 10, citizens' expectations of their government: MENA and other regions, 2010-14 -- 1.12 Perceptions of performance of current government in improving basic health services: Selected MENA economies, 2010-11 -- 1.13 Citizens' perceptions of service delivery responsibility: Tunisia, 2014 -- 1.14 Satisfaction with education services and trust in government: MENA and other regions, 2013
1.15 Satisfaction with health services and trust in government: MENA and other regions, 2013 -- 1.16 Voiced an opinion to a public official in the last month: MENA and other regions, 2013 -- 2.1 Performance of MENA countries in education and health: Females who completed primary school and child mortality based on income per capita, 1975 and 2011 -- 2.2 Percentage of children aged 12-23 months immunized for measles: MENA and OECD countries, selected years, 1975-2010 -- 2.3 Net enrollment rates (adjusted) for primary education: MENA and OECD countries, selected years, 1971-2010 -- 2.4 Ranking of top 25 causes of death in the Arab world, 1990 and 2010 -- 2.5 Gross enrollment ratios by education level: MENA and OECD countries, 1999-2012 -- 2.6 Regional variation in child malnutrition: Morocco, 2010-11 -- 2.7 Child mortality (under 5 years): Arab Republic of Egypt, 2008 -- 2.8 Geographic inequities in access to health services: Selected MENA countries, 2010 -- 2.9 Income inequities in access to health services: Selected MENA countries, 2010 -- 2.10 Differentials in the receipt of antenatal care by wealth quintile: Arab Republic of Egypt (2008) and Morocco (2003) -- 2.11 Limitations in access to antenatal care in rural areas: MENA and other countries, various years -- 2.12 Percentage of married women mentioning lack of money as a barrier to health care, by region: Morocco, 2010-11 -- 2.13 Difficulty or ease in obtaining medical treatment in a nearby clinic or public hospital: MENA region, 2010-11 -- 2.14 Benchmarking student math scores against levels of GDP per capita: MENA economies, 2011 and 2012 -- 2.15 Student performance on TIMSS mathematics benchmarks (grade 8): MENA and OECD economies, 2011 -- 2.16 Student performance on TIMSS mathematics (grade 8), by socioeconomic background of schools: MENA economies and internationally, 2011
Summary This report examines the role of incentives, trust, and engagement as critical determinants of service delivery performance in MENA countries. Focusing on education and health, the report illustrates how the weak external and internal accountability undermines policy implementation and service delivery performance and how such a cycle of poor performance can be counteracted. Case studies of local success reveal the importance of both formal and informal accountability relationships and the role of local leadership in inspiring and institutionalizing incentives toward better service delivery pe
Bibliography Includes bibliographical references
Notes Resource (viewed August 4, 2015)
Subject Human capital -- Africa, North
Human capital -- Middle East
Medical care -- Middle East
Medical care -- Africa, North
Education -- Middle East
Education -- Africa, North
BUSINESS & ECONOMICS -- Industries -- General.
Economic history.
Economic policy.
Human capital.
Medical care.
Öffentliche Dienstleistung.
Kommunale Dienstleistung.
Middle East -- Economic conditions -- 1979-
Africa, North -- Economic conditions.
Africa, North -- Economic policy
Middle East -- Economic policy
North Africa.
Middle East.
Form Electronic book
Author Lust, Ellen
Woolcock, Michael J. V., 1964-
ISBN 9781464804571