TY  - BOOK
AU  - Brixi,Hana
AU  - Brixi,Hana
AU  - Lust,Ellen
AU  - Woolcock,Michael
ED  - World Bank.
TI  - Trust, Voice, and Incentives : : Learning from Local Success Stories in Service Delivery in the Middle East and North Africa 
SN  - 9781464804564
PY  - 2015///
CY  - Washington, D.C.
PB  - The World Bank
KW  - Accountability
KW  - Citizen Engagement
KW  - Civil Service
KW  - Human Resources
KW  - Incentives
KW  - Political Economy
KW  - Public Institutions
KW  - Public Service Delivery
KW  - Public Service Quality
KW  - Social Contract
KW  - Trust
KW  - Voice
N2  - 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 performance. Enhancing services for MENA citizens requires forging a stronger social contract among public servants, citizens, and service providers while empowering communities and local leaders to find 'best fit' solutions. Learning from the variations within countries, especially the outstanding local successes, can serve as a solid basis for new ideas and inspiration for improving service delivery. Such learning may help the World Bank Group and other donors as well as national and local leaders and civil society, in developing ways to enhance the trust, voice, and incentives for service delivery to meet citizens' needs and expectations
UR  - http://elibrary.worldbank.org/doi/book/10.1596/978-1-4648-0456-4
ER  -