Federal Democratic Republic of Ethiopia Ministry of Capacity Building in Collaboration with PSCAP Donors "Woreda and City Administrations Benchmarking Survey III” KII and FGD Report Survey of Service Delivery Satisfaction Status Final Addis Ababa July, 2010 i ACKNOWLEDGEMENT The survey work was lead and coordinated by Berhanu Legesse (AFTPR, World Bank) and Ato Tesfaye Atire from Ministry of Capacity Building. The Demand side (Focus Group Discussion and Key informant Interview) has been designed and analysis was produced by Catherine Butcher while the data was collected by WAAS International Pvt. Ltd. Co. firm with quality control from Mr. Sebastian Jilke. The survey was sponsored through PSCAP’s multi-donor trust fund facility financed by DFID and CIDA and managed by the World Bank. All stages of the survey work was evaluated and guided by a steering committee comprises of representatives from Ministry of Capacity Building, Central Statistical Agency, the World Bank, DFID, and CIDA. Large thanks are due to the Regional Bureaus of Capacity Building and all PSCAP executing agencies as well as PSCAP Support Project team in the World Bank and in the participating donors for their inputs in the Production of this analysis. Without them, it would have been impossible to produce. Our particular thanks go to the men, women and younger people from woredas and municipalities and to representatives of civil society organisations who shared their experiences of services and governance to provide the perspectives included in this report. It is their perspectives that shape this study. We have tried to remain faithful to their views but the interpretation is, of course, solely the author’s responsibility. i Table of Contents Acronyms .............................................................................................................................................................. v 1 Introduction ................................................................................................................................................ 6 1.1 Structure of the report ........................................................................................................................ 7 2 Objectives of Focus Group Discussions and Key Informant Interviews ...................................................... 7 2.1 Main topic areas of FGDs and KIIs ....................................................................................................... 8 3 Methodology .............................................................................................................................................. 9 3.1 Selection of sample sites – FGDs ......................................................................................................... 9 3.2 Selection of sample sites – KIIs .......................................................................................................... 10 3.3 Undertaking the Focus Group Discussions ........................................................................................ 10 3.4 Undertaking the key informant interview ......................................................................................... 10 3.5 Data storage and retrieval ................................................................................................................. 11 3.6 Quality control ................................................................................................................................... 11 4 Results: Focus Group Discussions ............................................................................................................. 11 4.1 Basic Particulars of Focus Group Discussions .................................................................................... 11 4.2 Measures of health service quality ................................................................................................... 12 4.3 Fairness of treatment ........................................................................................................................ 20 4.4 Extra payments .................................................................................................................................. 24 4.5 Health facilities: improving or getting worse? .................................................................................. 26 4.6 Measures of service quality more generally ..................................................................................... 31 4.7 Action taken if not satisfied with a service ........................................................................................ 44 4.8 Consultations ..................................................................................................................................... 49 4.9 Sharing of information....................................................................................................................... 56 5 Results: Key Informant Interviews ............................................................................................................ 62 5.1 Basic Particulars of Key Informant Interviewees ............................................................................... 62 5.2 Resource sharing ............................................................................................................................... 63 5.3 Public information sharing ................................................................................................................ 66 5.4 Consultation ...................................................................................................................................... 70 5.5 Service Provision ................................................................................................................................ 77 5.6 The Registration process for CSOs ..................................................................................................... 80 5.7 Accountability and complaint procedures ........................................................................................ 81 5.8 Final comments from Key Informants ............................................................................................... 84 6 Case Studies and comparison across jurisdictions ................................................................................... 86 7 Discussion and conclusions ....................................................................................................................... 89 7.1 Health ................................................................................................................................................ 89 7.2 Education ........................................................................................................................................... 91 7.3 Agriculture ......................................................................................................................................... 91 7.4 Police services .................................................................................................................................... 92 7.5 Justice services .................................................................................................................................. 93 7.6 Complaints procedures ..................................................................................................................... 93 7.7 Common themes arising – service quality ......................................................................................... 94 7.8 Access to information on government activities ............................................................................... 94 7.9 Consultation: ..................................................................................................................................... 96 7.10 Information sharing and consultation: common themes .............................................................. 98 7.11 Key findings from interviews with Civil Society Organisations ...................................................... 99 Focus Group Discussion Checklist .................................................................................................................. 102 KEY INFORMANT QUESTIONNAIRE .................................................................................................................. 110 1. Basic Information concerning Civil Society Organization and its location .............................. 110 ii 2. Resources & Working Relationships ..................................................................................... 112 3. Public Information ................................................................................................................. 113 4. Consultation .......................................................................................................................... 115 5. Service Provision .................................................................................................................. 118 6. The Registration Process for CSOs ...................................................................................... 119 7. Accountability & Complaint Procedures ................................................................................. 120 List of Tables Table 1: Location of FGDs and KIIs by Region ........................................................................................ 9 Table 2: Age of FGD participants ........................................................................................................