As a student of service delivery, I was delighted to read about Sir Michael Barber’s effort to conceptualize the implementation of service delivery policies—what he calls “Deliverology”—a problem many of us have grappled with for a long time. These problems are widespread: 20 percent of 7th grade students in Tanzania couldn’t read Kiswahili (and 50 percent couldn’t read English); the latest ASER report in India shows that learning outcomes are declining while enrolment is rising;. Similarly, doctors in rural Senegal spend a total of 39 minutes a day seeing patients; in India, unqualified private-sector doctors (otherwise known as “quacks”) appear to provide better clinical care than qualified public-sector doctors.
The question is: Can Deliverology in principle help solve these problems? Conceptual approach. Deliverology is based on the notion that traditional public-sector organizations are not geared towards delivering results—such as student learning outcomes or quality clinical care—for several reasons. The organization’s goals are too many and too diffuse. Frequently, the goals cannot be quantified. For those that can be, there is very little real-time data to monitor progress towards the goals. As a result, staff and management within the organization do not work towards these goals. Rather, they may try to maximize the size of their unit or the budget under their control.
- Science of Delivery