The ability to achieve efficiency dividends is dependent upon allowing greater administrative flexibility . Timeliness is undoubtedly of significance, as is the provision of adequate information about the service and about systems for redress in the event of unacceptable quality. However, not all issues that matter can be monitored by the recipient. For instance, the technical expertise of doctors or teachers is unlikely to be immediately visible to patients or pupils. Advisory panels and other quality assurance mechanisms beyond client surveys are important.
Surveys can provide insights into users views of service quality and assess customer satisfaction .
Surveys were used to obtain service delivery and corruption-related information for the World Bank s World Development Report 1997 . Given the complexity of measuring efficiency and quality, many approaches assess work processes or institutional arrangements that are reasonably thought to contribute to efficiency and service quality. Tools have been developed to measure specific services. In each of these areas, the questions dealt with both personnel and expenditure management. A complementary approach is to measure proxies for public sector performance.