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Measuring the impact of an administrative simplification project on citizens' satisfaction with public services | Rigorous Impact Evaluation - DEval.org
Rigorous Impact Evaluation (RIE) Completed DE-1-201121748

Measuring the impact of an administrative simplification project on citizens' satisfaction with public services

Abstract

The focus of the assessment relied on so-called ‘change projects’, an instrument used extensively in the Citizen-Oriented State Reform programme; narrowly defined challenges raised by the partner were addressed directly by solutions developed by the programme closely with the partner. Content wise, the focus was on activities connected to the work around simplifying administration in municipalities. It was linked to one of the overall indicators of the programme aimed at increasing citizen satisfaction with public services. The methodological set-up was based on the comparison of satisfaction levels before and after the measures were implemented between treatment (simplified procedures) and control (non-simplified procedures) groups in the advised municipalities. Most of the data came from self-administered questionnaires placed in boxes in 18 municipalities. Beyond satisfaction with their overall experience, the questionnaire asked citizens about objective measures regarding service attributes (for example, wait days, number of visits, cost, and number of requisites), and subjective assessments of other attributes—quality of customer service, quality of information provided, state of facilities. All these were used as dependent variables in the analysis to measure their impact and triangulate results.

Sector (OECD DAC Codes)
Government & Civil Society
Involved Organisations
Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ)
Local government and local adminstration
German Institute of Development and Sustainability (IDOS)
Country
Peru
Funding
Project budget
Region
Latin America and the Caribbean
Global Project
No
Year (Time of endline survey or planned endline survey)
2015
Evaluation Method
Randomized controlled trial (RCT)

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