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Assessment Framework

Assessment Framework
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
  • Satisfaction with the location of the service delivery center/office
  • Convenience of working hours of the service delivery center/office
  • Overall attitude of the functionaries in terms of courteousness and friendliness
  • Timeliness of response to queries by clients
  • Satisfaction with the mechanism for complaint handling and problem resolution
  • Perception about the confidentiality and security of data
  • Satisfaction with the overall quality of service
Quality of Governance: Transparency, participation, accountability, corruption measured on a 5-point scale
  • Level of corruption in the current working system
  • Awareness about the citizen charter
  • Adherence of the time frame for service delivery (elapsed time) to that specified in citizen’s charter
  • Financial loss due to delay in availing the service
  • Type/kind of financial loss incurred due to delay in availing the service
  • Extent to which government officials can be held accountable for their actions
  • Whether the rules and procedures are simple and stated clearly
  • Whether the agency takes responsibility for the information shared
  • Does the agency provide any feedback and what is the quality of response to queries?
  • Perception about the overall quality of governance

 

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