World Bank’s Binding Constraints into Service Deliveryassessment came in reaction to the numerous changes faced especially in provision and access to a number of services in Malawi.
Evidence had revealed declining performance in service delivery at largein the course of providing administrative public services coupled with inadequate access to public services by a large number of citizens; unavailable, inaccurate, and delayed information on public services available to citizens; multiple entry points for any single service leading to unnecessary resource utilization and time expenditure; and a lack of uniform standards for service delivery causing disparities across service agencies.
The Government’s primary objective of the CSCs is to improve access of quality, timely, and adequate public services by all Malawians in line with its development agenda of creating a people-centered, transparent and accountable public service that responds to public needs that meet best practice and standards. Specifically, it seeks to improve access to information on public services to the citizenry; harness citizens’ voices in the performance of government; and promote accountability in the use of public resources.
In line with the government’s Public Service Reform Commission (PSRC) recommendations for key reforms to improve public service delivery, including the implementation of one stop service delivery centers to enable citizens to access various public services and information from a single point, our client, the World Bank decided to support government’s reform efforts, particularly in the implementation of pilot one stop shops.
Overall, the study sought to solicit citizen’s views and feedback on:
(a) current barriers to service access
(b) services in highest demand from participants
(c) service delivery issues including quality, timeliness, and corruption
(d) impacts of service access barriers and citizens’ coping mechanisms.
Based on these objectives, a mini survey and focus group discussions were conducted in rural and urban areas in each of the selected districts of Lilongwe, Mangochi, Blantyre, Salima, Mzuzu, and Mzimba.
The study team was led by Dr. Boniface Dulani (National Investigator); and fieldwork was overseen by Ms. Hannah Swila (Field Manager) and two supervisors each managing a team.