Baseline and Evaluation Studies of the Service Delivery Project

The Service Delivery Project (SDP), was a fast track project under the Modernising Government Programme (MGP) of the Government of Kerala, which aimed at improving the quality of services delivered by government institutions to the people of Kerala, particularly the poor. CSES was entrusted with conducting the Baseline study of the Project by the Government of Kerala in 2005. Towards the closure of the Project, the Government again entrusted CSES with conducting an Evaluation Study of the Project in 2008. The projects were funded out of the Technical Assistance Fund (TAF) provided by the Government of Netherlands to the MGP.  Procurement Service Provider (PSP) which managed TAF selected CSES from among competitive bids submitted by international and national consulting organisations such as TNS MODE, ORG etc.

The Baseline Study had two components: Citizen’s Survey and Institutional Survey. The Objectives of the Study was to:

Establish a baseline data for services delivered by the institutions under the SDP

Establish a basis or framework for which such surveys can be undertaken periodically

Assess the perception of citizens on the service levels of select institutions

Provide a framework or basis on which such citizen surveys can be carried out periodically

The project covered 21 types of government institutions like Primary Health Centres, Community Health Centres, Taluk Hospitals, District Hospitals, Urban and Rural Local Self Governments, Anganwadis, Lower Primary Schools, Upper Primary Schools, High Schools, Higher Secondary Schools, Vocational Higher Secondary Schools, Collectorates, Taluk Offices, Village Offices, Police Stations, Sub-Registrar Offices, Taluk Supply Offices, Old Age Homes and other Welfare Institutions. Of the 2585 institutions under 22 different categories covered by SDP, 575 institutions were randomly selected for the Institutional Survey component.  The Citizen Survey covered more than 7000 users of the services of these institutions.  Apart from the service delivery aspects, the study also looked into the infrastructure facilities of these institutions.  Twenty one standalone reports pertaining to each institution were produced under the project.

The Evaluation Study of the SDP was conducted during the final stages of project implementation. It focused on the initiatives undertaken by the SDP institutions and the success and shortcomings of the project at the institutional level.  The exercise involved an extensive review of the project documents, consultations with the Programme Support Executives, Survey among a sample of institutions and feedback survey from the citizens. Under the institutional survey component, service delivery from 185 institutions was studied. The sample size for the citizen survey was 1323.