2023-09-29-UNDP-衡量和平_正义与包容_可持续发展目标16.6.2了解对公共服务的满意度_以提高公共机构的效率_问责制和包容性_18页_649kb

Summary: SDG 16.6.2 Policy Brief: Measuring Public Service Satisfaction

Importance

• Measuring public satisfaction with essential services (health, education, basic government services) is crucial for effective, accountable, and inclusive governance, underpinning the social contract between the state and citizens.
• Service delivery is a tangible function of public institutions and a core responsibility in governance.
• High satisfaction fosters government trust, while low satisfaction can lead to negative political consequences (e.g., protests, migration, apathy).
• Rising public expectations, especially in middle-income countries, and the risk of an "institutional development trap" (reforms lagging behind needs) highlight the need for evidence-based policymaking.

Indicator Focus: SDG 16.6.2

• Measures public satisfaction with three core service areas: Health care, Education, Government/administrative services.
• Experience-based, survey methodology; asks users about their last experience within the past 12 months.
• Uses attribute-based questions (e.g., accessibility, affordability, quality, equal treatment, courtesy) followed by an overall satisfaction rating using a 4-point scale.
• Key attributes:
  • Health: Accessibility, Affordability, Quality of facilities, Equal treatment, Courtesy/treatment.
  • Education: Accessibility, Affordability, Quality of facilities/effective delivery, Equal treatment for everyone/every child.
  • Government Services: Accessibility/Ease of use, Affordability, Quality of facilities/effective delivery, Equal treatment for everyone/equal opportunities, Courtesy and communication.
• Data recommended for disaggregation by sex, age, income, place of residence, and disability.

Motivations for Measurement

1. Monitor and Motivate: Track quality over time and regions, help public employees understand successes/failures.
2. Increase Accountability: Publish performance data publicly.
3. Improve Confidence: Enhance trust in government and public institutions.
4. Enhance Effectiveness/Efficiency: Use data to shape public sector reforms and target improvements.
5. Identify Barriers: Find mechanisms to ensure inclusive and responsive service delivery.

Relationship with Other Indicators

SDG 16.6.2 complements other SDG indicators that measure coverage (e.g., SDG 1.4.1, 3.8.1, 4.a.1) and inputs/outcomes (e.g., SDG 3.7.1, 3.8.2, 3.b.3, 4.1.1, 10.2.1, 10.3.1, 16.5.1, 16.9.1) by focusing on the user's actual experience.

Data Collection and Methodology

• Global Methodology: UNDP, OHCHR, UNODC co-developed a questionnaire for the SDG16 Survey Initiative to ensure international comparability.
• Variations: Countries use diverse methods, ranging from country-specific surveys (e.g., Mexico's ENCIIG, Pakistan's PSLM) to national governance surveys (e.g., Nepal) and regional/global indices (e.g., Afrobarometer, Gallup World Poll).
• Challenges: Integrating the indicator into national statistics, varied methodologies making comparisons difficult, potential gaps in data coverage, and linking survey data to policy action.

Policy Implications

• Complementarity: Survey data complements other performance indicators for more evidence-based policymaking.
• Improving Governance: Helps build public institutions' competence (responsiveness, reliability).
• Identifying Needs & Deficiencies: Highlights specific bottlenecks in health, education, or administrative service delivery.
• Actionable Recommendations: Encourages converting data analysis into tangible policy recommendations and reform measures.
• User-Centered Approach: Advocates for adopting "user journey" approaches, using feedback loops, and re-designing services with human-centered design. Digital transformation initiatives can improve service accessibility.

UNDP Support

UNDP supports countries in implementing SDG16.6.2 by:

• Assisting in designing and piloting surveys (e.g., Liberia, Georgia, Bhutan, Kazakhstan, Guinea-Bissau).
• Facilitating policy dialogue using survey results (e.g., Tunisia).
• Promoting participatory approaches (e.g., Bhutan).
• Promoting digital service improvements that measure satisfaction (e.g., United Arab Emirates).

Key Recommendations for Strengthening Measurement of 16.6.2

• Adopt whole-of-society and innovative solution approaches.
• Redesign public services using human-centred and systems thinking approaches.
• Implement monitoring and evaluation mechanisms incorporating user survey data and other quantitative/qualitative indicators.
• Understand dissatisfaction drivers and link to broader governance challenges (e.g., corruption, discrimination).
• Formulate targeted policies to address service deficiencies.
• Invest in digitizing public services while ensuring citizen feedback is central.
• Shift organizational culture towards customer orientation.