Strategies for improved delivery of basic services

Abstract

This paper presents lessons from RTI International’s experience in improving the delivery of basic services in developing countries. It is structured to highlight the key components needed for effective service delivery: a policy framework that clarifies service responsibility, authority, and financing; service provision institutions with adequate capacity and tools to be responsive to users’ needs; and user associations and civil society organizations with the capacity to advocate for their priorities and monitor providers’ performance. The paper concludes that “improving the accountability of service decision-makers to citizens and service users” is the critical dimension to upgrading and expanding service delivery. The paper is illustrated by four cases that document RTI’s experience in Nigeria, Indonesia, Bulgaria and Guinea.