Public agencies and private enterprises must meet beneficiaries’ expectations for them to be considered as service providers. Beyond health, education, water, sanitation, and electricity access, these services now include social protection, information, transport, financial services and credit markets.
To improve the quality of basic services, LSP has facilitated a range of activities to enhance the skills of service providers. These focus on measures to strengthen village government planning, implementation, and monitoring capacities and to develop better performance incentives and accountability mechanisms through its various projects in Generasi; Early Childhood Education and Development (ECED); and KIAT Guru. It also works to improve institutional capacities to address frontline service needs.
Beneficiaries’ feedback is essential in ensuring quality service delivery. Understanding their needs and demads, as well as the delivery experience, are crucial in ensuring proper and accountable service delivery to all citizens, especially the poor. Accountability between policy makers, service managers, frontline service providers, and citizen beneficiaries is required and become a critical point for services to benefit the poor.
LSP’s combination of analysis, operational support, and rigorous impact evaluation is increasingly directed at sustainable reforms of government policies and systems. LSP helps the Government of Indonesia test participatory village development and service delivery approaches, assess the impact of these approaches using rigorous impact evaluation tools, and feed the results of this analysis back into long-term policy reforms and service delivery improvements.