THE STATE OF INDIA

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THE STATE OF INDIAS PUBLIC SERVICES

• BENCHMARKS FOR THE NEW MILLENNIUM

PAC April 17, 2002
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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

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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

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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

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COMPARISONS ACROSS SERVICES

• Dimensions of Probe
• Ease of Access to facilities
• Usage of public services
• Quality/Reliability
• Satisfaction

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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

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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

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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

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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

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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

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COMPARISON ACROSS STATES

• How States Compare with respect to Access,
  Usage, Quality/Reliability Satisfaction in the
  five services

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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
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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

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PUBLIC SERVICES WEAKER SECTIONSHouseholds
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

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PUBLIC SERVICES WEAKER SECTIONSHouseholds 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

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PUBLIC SERVICES WEAKER SECTIONSHouseholds
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

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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

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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

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MEASURING THE QUALITY OF GOVERNANCE (Public
Services)

• Criteria used
• EFFECTIVENESS / EFFICIENCY
• TRANSPARENCY
• RESPONSIVENESS
• EQUITY

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MEASURING THE QUALITY OF GOVERNANCE OF STATES
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IMPLICATIONS FOR ACTION

• Access vs. Quality of services Redress the
  imbalance
• Redefine States 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

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THANK YOU