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THE STATE OF INDIA’S PUBLIC SERVICES

THE STATE OF INDIA’S PUBLIC SERVICES. BENCHMARKS FOR THE NEW MILLENNIUM. PAC April 17, 2002. OBJECTIVES. To provide a well focused and independent assessment of key public services using citizen feedback & direct observation of facilities;

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THE STATE OF INDIA’S PUBLIC SERVICES

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  1. THE STATE OF INDIA’S PUBLIC SERVICES BENCHMARKS FOR THE NEW MILLENNIUM PAC April 17, 2002

  2. OBJECTIVES • To provide a well focused and independent assessment of key public services using citizen feedback & direct observation of facilities; • To create an independent database & benchmarks to measure progress and performance over time • Stimulate state - civil society dialogues on critical issues

  3. APPROACH • Survey of households to get a rating of services across various measures of quality, reliability, satisfaction etc. • Assessment of service infrastructure on indicators of their functioning. Selected services • Drinking water • School education & child care • Health & sanitation • PDS (fair price shop) • Public Transport

  4. SAMPLE • 24 states, 115 districts, 36,542 Households – 26,796 Rural & 9,746 Urban • 2,304 villages profiled & 12,256 public facilities observed • Stratified by Rural/Urban, Village Size & Town Class; Rural Sample further stratified by Socio Cultural Regions (SCR) • Reliability of findings at 90% confidence at lowest cut (SCR) • Analysis by Rural / Urban, SCRs, Village Class, Caste & Income-Capability Index

  5. COMPARISONS ACROSS SERVICES Dimensions of Probe • Ease of Access to facilities • Usage of public services • Quality/Reliability • Satisfaction

  6. PHYSICAL ACCESS TO FACILITIES(all India) • Access to a protected public drinking water source within 100 mts: 55% • Access to a Fair Price Shop within the village / area: 87% • Access to a medical facility within 3 kms: 73% • Access to an educational facility within 1 km: 66% • Access to a public bus throughout the year: 54%

  7. USAGE OF PUBLIC SERVICES (all India) • Users of protected public drinking water sources: 62% • Users of a government medical facility: 52% • Users buying items from a FPS: 87% • Users of government schools: 78% • Users of public buses: 35%

  8. QUALITY / RELIABILITY (all India) • No breakdown of public drinking water sources: 76% • Presence of doctors at public health facilities: 70% • Full satisfaction with the behaviour of government primary school teachers: 16% • Regular availability of staple food grain: 23% • Full satisfaction with punctuality of public buses: 20%

  9. SATISFACTION WITH SERVICES (all India) • Full satisfaction with adequacy & quality of drinking water: 22% • Full satisfaction with behaviour of doctors: 15% • Full satisfaction with availability of supplies, quality of supplies & fairness of fair price shopkeepers: 8% • Full satisfaction with quality of physical infrastructure in primary schools: 10% • Full satisfaction with frequency of public buses & behaviour of conductors: 21% • Dissatisfaction highest for PDS & Primary Schools

  10. KEY FINDINGS • Substantial variations between services • Across services, Drinking Water comes out ahead; lags behind on ease of access • Dependence on public sources is high for PDS and primary education • Scores on full satisfaction generally low. • Large proportion of users are partially satisfied (a mixed picture) • Services with high human interaction report lower satisfaction (eg. Drinking water vs health care) • Satisfaction scores more closely linked to quality/reliability of service

  11. COMPARISON ACROSS STATES How States Compare with respect to Access, Usage, Quality/Reliability & Satisfaction in the five services

  12. DRINKING WATER SECTOR RANKS TOP 5 : Himachal Pradesh, Tamil Nadu, Maharashtra, Karnataka, West Bengal BOTTOM 5 : Punjab*, Kerala*, Bihar, Assam, Rajasthan *High use of private facilities

  13. SCHOOL EDUCATION SECTOR RANKS TOP 5 : Maharashtra, Tamil Nadu, Gujarat, Karnataka & Andhra Pradesh BOTTOM 5 : Punjab, Kerala, Bihar, Assam, Himachal Pradesh

  14. HEALTH SERVICES SECTOR RANKS TOP 5 : Maharashtra, Gujarat, Haryana, West Bengal & Orissa BOTTOM 5 : Andhra Pradesh, Assam, Kerala, Bihar & Madhya Pradesh

  15. PUBLIC DISTRIBUTION SYSTEM SECTOR RANKS TOP 5 :Tamil Nadu, Andhra Pradesh, Kerala, Gujarat & Karnataka BOTTOM 5 :Punjab, Rajasthan, West Bengal, Maharashtra & Bihar

  16. TRANSPORT SECTOR RANKS TOP 5 :Tamil Nadu, Andhra Pradesh ,Maharashtra, Gujarat & Karnataka BOTTOM 5 :Punjab, Rajasthan, Bihar, Orissa & Assam

  17. PUBLIC SERVICES & WEAKER SECTIONS THE FRAMEWORK Separate assessments in relation to: • Households with Income-Capability Disadvantage (Thatched house, chief wage earner illiterate and works in primary sector) • Households in small villages (Class C) • Households in rural areas vis a vis urban areas

  18. PUBLIC SERVICES & WEAKER SECTIONS:Households with Income-Capability Disadvantage Positive findings vis a vis better off segments: • No major difference in ownership of ration card • No major difference in ease of access to public protected drinking water, school, fair price shop Negative findings vis a vis better off segments: • Less ease in access to health facility & public bus • More breakdowns of drinking water facilities • Less satisfaction with behaviour of medical personnel & shopkeeper in fair price shops

  19. PUBLIC SERVICES & WEAKER SECTIONS:Households in rural areas Positive findings vis a vis urban households: • No major difference in availability of public bus • No major difference in easy access to public protected drinking water or fair price shop • Better ease of access to schools Negative findings vis a vis urban households: • Less ease in access to health facility • More breakdowns of drinking water facilities • Less satisfied with behaviour of medical personnel

  20. PUBLIC SERVICES & WEAKER SECTIONS:Households from smaller villages (Class C) Positive findings vis a vis bigger villages: • No major difference in availability of doctor at time of visit to govt. health facility • No major difference in ease of access to public protected drinking water Negative findings vis a vis bigger villages: • Less ease in access to health facility & public bus, fair price shop and school • More breakdowns of drinking water facilities

  21. PUBLIC SERVICES & WEAKER SECTIONSMAIN POSITIVE FINDINGS • No Variation in Access to protected Public Water Source • Same Proportion Possess Ration Cards & Use Fair Price Shops • Get Foodgrains from Fair Price Shops with Same Regularity as Others

  22. INTER REGIONAL VARIATIONS WITHIN STATES Extent of variations in Access to Services (incl. All 5) • Low Variation (Highly Equitable – CoV range ? To ?): Maharashtra, Punjab & Haryana • High Variation (Not Equitable – CoV range ? To ?): Uttar Pradesh, Bihar & Kerala

  23. MEASURING THE QUALITY OF GOVERNANCE (Public Services) Criteria used: • EFFECTIVENESS / EFFICIENCY • TRANSPARENCY • RESPONSIVENESS • EQUITY

  24. MEASURING THE QUALITY OF GOVERNANCE OF STATES

  25. IMPLICATIONS FOR ACTION • Access vs. Quality of services: Redress the imbalance • Redefine State’s role: Financing vs. delivery issues • Serving the poor: Search for innovative partnerships and practices • Institutionalize user feedback as aid to policy/program monitoring • Be proactive on governance: Public expenditure not enough • Competition not sufficient to ensure govt. responsiveness • Strengthen mechanisms for transfer of knowledge & best practices

  26. THANK YOU

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