World Development Report 2004 Making Services Work for Poor People

Overview: The Problem, The framework of relationships-Between clients, providers, and policy markets, What not to do, what can be done? 1. Services and Work for Poor People but too often they fail: Outcomes are substantially worse for Poor People, Affordable access to services in low- especially for poor people, Quality-a range of failures, making services work to improve outcomes. 2. Governments Should make services work: A public responsibility, Growth, Though essential is not enough, More public spending alone is not enough, Technical Adjustments without changes in incentive are not enough, Understanding what work and Why-to Improve services. 3. The Framework for Service provision: An analytical framework: Actors and accountabilities, Why establishing relationship of accountability is so complex, Successes and Failures of the public sector and the market, From Principles to instruments, Reforming institutions to improve services for poor people will be difficult. 4. Clients and Providers: When will strengthening the Client-producer link matter most? Increasing Client power through choice, increasing client power through Participation, Client power in eight sizes. 5. Citizen and politicians: Citizen voice and political accountability, The Political of providing Public services to Poor People, Beyond the ballot box; Citizen initiatives to increase accountability, Information strategies to strengthen voice, Decentralization to Strengthen voice, Citizen voice in eight sizes. 6. Policymakers and providers: Compacts, management, and the “long route” of accountability, Increasing accountability: Separating the policymaker from the Provider, Limits to accountability, Overcoming the limits, Provider incentives in eight sizes, Scaling up, scaling back, and wishing up. 7. Basic education services: Common problems of service Provision, For higher-quality systems, Strengthen the relationships of accountability, Citizens and clients, Politicians and Policymakers: voice Policymakers and organizational Providers: compacts, Organiational and frontline providers: management, Client power, Getting reform going. 8. Health and Nutrition Services: The health of poor people, Market failures and government failures, Strengthening client power, Strengthening poor citizens, Compacts: Provider incentives to serve the poor six sizes fit all? 9. Drinking Water , Sanitation, and Electricity: The State of water and Sanitation services, Infrastructure and the Accountability framework for service delivery, Urban water networks, Rural areas: network and non-network systems, Sanitation, Electricity, Moving the reform agenda forward. 10. Public sector underpinnings of service reform: Strengthening the foundations of government, Spending Wisely, Decentralizing to improve services, Making, managing, and implementing good polities, curbing corruption in service delivery, Managing transitions: overcoming reform hurdles, Evaluating and learning. 11. Donors and Service reform: Aid and accountability, Strengthen-don’t weaken-the compact, Let provider organization manage, Increase client power, Promote voice, Align aid delivery with service delivery, why reforming aid is so difficult. Bibliography Notes, Endnotes, References, Selected World Development Indicators 2004.

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