# **Table of Contents**

|**EXECUTIVE SUMMARY ..................................................................................................................................... 2**|
|---|
|**1. CITIZENS’ SCORECARD ............................................................................................................................... 11**|
|1.1 INTRODUCTION............................................................................................................................................... 11|
|_National policy context ................................................................................................................................... 11_|
|_Citizen scorecard survey – rationale and international experience ............................................................. 12_|
|1.2 CITIZENSCORECARDSURVEY INFIVECITIES– RESULTS............................................................................. 13|
|_Areas of satisfaction ....................................................................................................................................... 15_|
|_Areas of dissatisfaction .................................................................................................................................. 17_|
|_Inequality in the financial burden .................................................................................................................. 21_|
|_Inequality in utilization and quality of services ............................................................................................. 24_|
|_Willingness to complain ................................................................................................................................. 26_|
|_Information asymmetry and barriers ............................................................................................................. 28_|
|**2. GOVERNANCE CHALLENGES IN URBAN SERVICE DELIVERY ..................................................... 30**|
|2.1 FINANCING SERVICE DELIVERY...................................................................................................................... 30|
|_Public finance for service delivery ................................................................................................................ 30_|
|_Provider payment system ............................................................................................................................... 33_|
|2.2 ACCOUNTABILITY RELATIONSHIPS FOR SERVICE DELIVERY.......................................................................... 35|
|_Relationships within government ................................................................................................................... 36_|
|_Relationships between government and providers ........................................................................................ 38_|
|_The role of citizens ......................................................................................................................................... 40_|
|**3. BETTER GOVERNANCE FOR PUBLIC SERVICES ................................................................................ 42**|
|3.1 HOLDING PROVINCIAL GOVERNMENTS ACCOUNTABLE FOR SERVICES.......................................................... 42|
|3.2 ALIGNING RESOURCES AND INCENTIVES WITH NATIONAL PRIORITIES.......................................................... 43|
|3.3 EMPOWERING CITIZENS.................................................................................................................................. 46|

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