Assessment Framework

Assessment Framework
Dimension of Impact Indicator
Cost of Availing Service
(Measured Directly)
Number of trips made for the service
Average travel cost of making each trip
Average waiting time in each trip
Estimate of wage loss due to time spent in availing the service
Total time elapsed in availing service
Amount paid as bribe to functionaries
Amount paid to agents to facilitate service
Overall Assessment Preference for manual versus computerized systems
Composite score: Measured on a 5-point scale factoring in the key attributes of a delivery system that are seen as being important by users
Quality of Service Interaction with staff, complaint handling, privacy, accuracy measured on a 5-point scale
Quality of Governance Transparency, participation, accountability, corruption measured on a 5-point scale