Introducing a Framework for Evaluating Service Delivery in Sector Evaluations
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World Bank, Washington, DC
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The Independent Evaluation Group (IEG)
has established three Strategic Engagement Areas (SEAs)
around which it has organized its work program. One of those
SEAs is Sustained Service Delivery for the Poor. This paper
is one of two (the second one addresses behavior change)
that will develop frameworks and tools to be employed to
supplement IEG evaluations in urban transport, water and
sanitation, and nutrition. This paper serves three purposes.
First, it defines service delivery and its key concepts and
features as well as provides examples of how the World Bank
Group has supported service delivery. Second, the paper
serves a practical purpose within IEG in developing a
framework and analytical protocol to evaluate service
delivery as part of three ongoing sector evaluations in
urban transport, water and sanitation, and nutrition.
Finally, the paper discusses how to integrate service
delivery when designing and implementing other sector evaluations.
Palabras clave
STRATEGIC ENGAGEMENT AREA, SEA, DELIVERY FOR THE POOR, SERVICE DELIVERY, BEHAVIOR CHANGE, URBAN TRANSPORT, WATER, SANITATION, NUTRITION