World Bank Document

tackle gaps in service delivery. Social impact assessments in several sectors suggest that the quality 

of service delivery is poor but can be improved with active engagement by users. A water and 

sanitation poverty and social impact assessment, for instance, noted that access to drinking limited, 

that sanitation was underdeveloped, that costs of improving water and sanitation services were high 

(especially in small towns and rural areas), but that consumers were willing to pay for improved 

services. The preliminary findings of a poverty and social impact assessment on energy services are 

similar. However, there have to date been only a few upstream engagements and consumer feedback 

mechanisms that would help improve access to, and quality of services. Capacity is limited and 

attitudinal change is needed to promote action in sectors where the user is closest to the service 

                                                           

24

 The most notable provisions include, for example, that all formal and informal meetings of government bodies shall be 

open to the public (except those specifically identified in legislation); the law defines information that is to be open to the 

public more broadly than in the past; and information about activities of government bodies must be provided to journalists 

within seven days and to the public within 15 days after receipt of a request for information.  

---

 

79 

 

provider (e.g. education, energy, health, water and sanitation), with the aim of triggering immediate 

visible improvement in services. The government’s interest in improving efficiency and ensuring 

stability, especially in urban areas, signals that agencies are open to adopting instruments that provide 

early warning (e.g. blackouts, leakages) and enhance efficiency (poorly performing service providers).