UNDP-衡量和平、正义与包容：可持续发展目标16.6.2了解对公共服务的满意度以提高公共机构的效率、问责制和包容性（英）

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MeasuringPeace,Justice

andInclusion

September2023

UNDPGlobalPolicyCentreforGovernance(OsloGovernanceCentre)–SDG16PolicyBrief

SDG16.6.2:Understandingsatisfactionwithpublicservicesformoreeffective,accountableandinclusivepublicinstitutions

Thedeliveryofbasicpublicservicesisacoreresponsibilityofgovernancesystems.Thisliesattheheartofthesocialcontract:publicsystemsmustmeetexpectationsoftheirpopulationespeciallyintermsofaccesstohealth,educationandbasicpublicservicesinordertoremainlegitimate.Measuringpeople’ssatisfactionwithpublicservicesisimportantprovidesanimportantreflectionofthehealthofgovernancesystemsthemselvesandthestrengthofthesocialcontractbetweenpeopleandthestate.ThisbriefispartofaseriesproducedbytheUNDPGlobalPolicyCentreforGovernancetohighlighttheimportanceofdatacollectiononSDG16Indicatorstohelppolicymakersinmakingevidence-informeddecisions.FocusingonSDGindicator16.6.2,whichmeasurespeople’ssatisfactionwiththreecategoriesofpublicservices:healthcare,educationandgovernment(administrative)

servicesi,

thebriefillustrateswhytheindicatorisimportanttomeasure,itsmethodology,examplesofhowsuchdataisalreadybeingcollectedaroundtheworldandhowdataonthisindicatorcanhelpgovernmentshapepublicsectorpolicies.

Whymeasuresatisfactionwithpublicservices

Aroundtheworld,governmentsarefacingamomentofreckoningaroundstate-citizenrelations,withsocialmovementscallingforimprovedgovernmentperformanceindeliveringqualityservicesinatransparentandaccountablemannertotheirpopulations.

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Recognizinghowfrayedtherelationshipbetweenstateandsocietyisatthistime,theUnitedNationsSecretary-Generalhasproposedanewsocialcontractaspartof“OurCommonAgenda”toaddress

humanity’smostpressingchallengesandto

beconsideredaspartofdefiningthePactfor

theFuture.

iii

Enhancingpublicsector

capabilitiesisalsooneoftheHighImpact

InitiativesfeaturedintheleaduptotheSDG

Summittoaccelerateprogressacrossallthe

SDGsinthelastyearsleadingupto2030.

iv

Thedeliveryofpublicservicesconstitutes

oneofthemosttangibleandessential

functionsofpublicinstitutions.Assuch,it

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underpinsthesocialcontractbetweenstateandcitizens,withgovernmentsexpectedtoguaranteetherighttoqualitybasicservices,allowingindividualstolivelong,fulfillingandproductivelives.Thisrightiswellestablishedintheinternationalnormativeframework,inparticularwithregardstohealthcareandeducation(see

Box1)

.

Tomeetthedemandsforinclusiveandresponsivegovernance(seealso

SDG

Indicator16.7.2

andSDGIndicator

16.7.1b

and

16.7.1c)

,publicinstitutionsmuststrivetodeliverontheexpectationsoftheirpopulations.Todothisinanevidenceinformedmanner,itisnecessarytofirstmeasureandunderstandthecurrentlevelofsatisfactionwithpublicservices,monitorhowitevolvesovertimeandthenputinplacepoliciestoaddressbottlenecksandshortcomings.

Satisfactionmeasurementsallowpublicadministrationofficialstoidentifytheexistenceandsourcesofdissatisfaction,setclearbenchmarksformonitoringqualityofservicedeliveryovertimeandacrossdifferentregionswithinacountryandestablishstrategiestotargetqualityimprovements.Satisfactionsurveyresultscanalsohelpto:

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>Informbudgetaryallocations,bydeterminingwhichareasneedthemostinvestment;

>Monitorandmotivatepublicemployees,byprovidingtheminsightsonsuccessesandshortcomings;

>Increaseaccountability,bymakingperformancedataavailablepublicly;

>Improveconfidenceingovernmentperformanceandinthetrustworthinessofpublicinstitutions;

>Enhancetheoveralleffectivenessandefficiencyofpublicservicedelivery,byusingsatisfactiondatatoshapebroaderpublicsectorreforms;

>Identifybarrierstoaccesstoserviceanddesignappropriatemechanismstoensureaninclusiveandresponsiveservicedelivery.

Thereisincreasingevidencethatsatisfactionwithpublicservicesandtrustingovernmentarepositivelycorrelated.Thishasledtogreatereffortbygovernmentstoevaluatepublicservicesregularlythroughhouseholdsurveys,ratherthantorelysolelyonexpert-basedassessmentsofgovernmentperformance,ashastraditionallybeenthecase.

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Theactionsofpublicmanagerscaninfluencetheobjectiveoutcomesoraccomplishmentsofgovernment,whicharethenexperiencedorperceivedbyserviceuserswhoreporttheirsatisfactionbasedonsaidexperience(see

Figure1)

.

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Box1–Keyinternationalstandardsontherighttoqualitypublicservices

(Art.21)–“2.Everyonehastherighttoequalaccesstopublic

InternationalCovenantonCivilandPoliticalRights

(Art.25)–“Everycitizenshallhavetherightandtheopportunity,withoutanyofthedistinctionsandwithoutunreasonablerestrictions…c)tohaveaccess,ongeneraltermsofequality,topublicserviceinhiscountry.”

InternationalCovenantonEconomic,SocialandCulturalRights

(Art.12)–“1.TheStatesPartiestothepresentCovenantrecognizetherightofeveryonetotheenjoymentofthehighestattainablestandardofphysicalandmentalhealth.2.ThestepstobetakenbytheStatesPartiestothepresentCovenanttoachievethefullrealizationofthisrightshallincludethosenecessaryfor:…(d)Thecreationofconditionswhichwouldassuretoallmedicalserviceandmedicalattentionintheeventofsickness.”

ConventionontheEliminationofAllFormsofDiscriminationagainstWomen

(Art.12)–“1.StatesPartiesshalltakeallappropriatemeasurestoeliminatediscriminationagainstwomeninthefieldofhealthcare inordertoensure,onabasisofequalityofmenandwomen,accesstohealthcareservices,...”;(Art.10)–“StatesPartiesshalltakeallappropriatemeasurestoeliminatediscriminationagainstwomeninordertoensuretothemequalrightswithmeninthefieldofeducationandinparticulartoensure,onabasisofequalityofmenandwomen:…(a)Thesameconditions…foraccesstostudiesandfortheachievementofdiplomasineducationalestablishments…;thisequalityshallbeensuredinpre-school,general,technical,professionalandhighertechnicaleducation,aswellasinalltypesofvocationaltraining;(b)Accesstothesamecurricula,thesameexaminations,teachingstaffwithqualificationsofthesamestandardandschoolpremisesandequipmentofthesamequality;”

InternationalConventionontheEliminationofAllFormsofRacialDiscrimination

(Art.5)–“…StatesPartiesundertake…toguaranteetherightofeveryone,withoutdistinctionastorace,colour,ornationalorethnicorigin,toequalitybeforethelaw,notablyintheenjoymentofthefollowingrights:

…(d)Othercivilrights,inparticular:…(iv)Therighttopublichealth,medicalcare,socialsecurityandsocialservices;(v)Therighttoeducationandtraining;”

ConventionontheRightsoftheChild

(Art.24)–“1.…StatesPartiesshallstrivetoensurethatnochildisdeprivedofhisorherrightofaccesstosuchhealthcareservices.”;(Art.28)–“1.StatesPartiesrecognizetherightofthechildtoeducation,andwithaviewtoachievingthisrightprogressivelyandonthebasisofequalopportunity,theyshall,inparticular:(a)Makeprimaryeducationcompulsoryandavailablefreetoall;(b)Encouragethedevelopmentofdifferentformsofsecondaryeducation….”

UnitedNationsDeclarationontheRightsofIndigenousPeoples

(Art.14)–“2.Indigenousindividuals,particularlychildren,havetherighttoalllevelsandformsofeducationoftheStatewithoutdiscrimination.”(Art.24)–“1.…Indigenousindividualsalsohavetherighttoaccess,withoutanydiscrimination,toallsocialandhealthservices.”

UNESCOConventionagainstDiscriminationinEducation

(Art.4)–“TheStatesPartiestothisConventionundertakefurthermoretoformulate,developandapplyanationalpolicywhich,bymethodsappropriatetothecircumstancesandtonationalusage,willtendtopromoteequalityofopportunityandof

treatmentinthematterofeducation…(Art.5)–“TheStatesPartiestothisConventionagreethat:

a.Educationshallbedirectedtothefulldevelopmentofthehumanpersonalityandtothestrengtheningofrespectforhumanrightsandfundamentalfreedoms;itshallpromoteunderstanding,toleranceandfriendshipamongallnations,racialorreligiousgroups,andshallfurthertheactivitiesoftheUnitedNationsforthemaintenanceofpeace.”

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Trust

Figure1:ConceptualFramework–GovernmentPerformance,CitizenSatisfaction,andTrust

ManagerialStrategy

Outcome

ExogenousInfluences

ExogenousInfluences

ExogenousInfluences

Perceived

Outcome

Satisfaction

ExogenousInfluences

Source:VanRyzin(2007).“PiecesofaPuzzle:LinkingGovernmentPerformance,CitizenSatisfaction,andTrust.”Public

Performance&ManagementReview,June,2007,Vol.30,No.4(June,2007),pp.521-535.

/stable/20447648

Positivesatisfactionmayleadtoperceptionsofthegovernmentorserviceproviderasmoretrustworthy,whilenegativesatisfactioncouldresultinchangingvotingpatterns,migration(leavingajurisdictionorcountry),protestingorvoicingdiscontentandfeelingsofapathyandmarginalization.ThesedynamicswereatplayforinstanceduringtheArabSpringuprisings,whichweretriggeredbyperceivedpoorqualityofservices,amongothercauses.

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AccordingtorecentanalysisbytheOECDonthedriversoftrust,governmentcompetence,asdefinedbyresponsivenessandreliabilityindeliveringpublicservicesandanticipatingnewneedsastheyarise,isastrongpredictoroftrustinpublicinstitutions.

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Whilethereareclearlinkagesbetweenqualityofservices,satisfactionandtrust,itisnecessarytobecautiousclaimingcausality.Forexample,theobjectiveperformanceoftheserviceprovidermightbeinfluencedbyexogenousfactorsoutsidepublicmanagers’

control,suchaschangesincrimeincidence;similarly,perceivedoutcomesaresubjecttotheinfluenceofrespondents’demographiccharacteristics,servicecharacteristics(e.g.frequencyofuse,directnessofcontact),subjectiveviewsonquality,themediaandpoliticalattitudestowardsthegovernment.

Anotherimportantdeterminantofsatisfactiontotakeintoaccountisexpectations,giventhatresearchhasshownthatrespondentstendtocompareperformancewithpriorexpectationswhenformingoverallsatisfactionjudgments.

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Thiscanbeseenatamoremacro-level,forexample,intherisingexpectationsofcitizens inmiddle-incomecountries,andthe“institutionaldevelopmenttrap”thatoftencharacterizesthesecountries,whereby improvementsinpublicservicesdonotkeeppacewithpeople’sdemands,andalackof institutionalcapacitymakesitdifficulttomeetexpectations.

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Giventhatexpectationsevolveovertime,thepublicsectorneedsto

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beabletoinnovateandadaptquicklytoemergingchallenges.Expectationsoftenalsovarybetweenindividualsanddifferentgroupsofpeople,soimprovingoneaspectofservicedeliverymayincreasesatisfactionforsomesegmentofthepopulationbutnotothers,whoseexpectationsmaybelinkedtoanotheraspect.

Resultsofsatisfactionsurveysprovideimportantinsightsintopeople’sperceptionsandexperienceofgovernmentcompetence,

Measuringsatisfactionwithpublicservices

The2030AgendaforSustainableDevelopmentrecognizesthatdevelopingeffective,accountableandtransparentinstitutionsatalllevels(SDGTarget16.6)isnecessarytobuildmorepeaceful,justandinclusivesocieties.Thefirstindicatorunderthistarget,SDGindicator16.6.1,aimstomeasuretheeffectivenessofpublicinstitutionsbylookingatgovernmentexpenditureasapercentageoftheoriginallyapprovedbudget,bysector,asreportedinnationalBudgetLaws.Indicatorsassessingpublicserviceprovisionunderothergoals,suchasSDG3.8.1onthecoverageofessentialhealthservicesorSDG4.a.1onschoolfacilities,drawfromadministrativesourcestomeasureserviceprovision.Theindicator16.6.2aimsatcomplementingtheseindicatorsbyprovidingameasuretoreflecttheactualexperienceofserviceusersbymeasuringlevelsofpublicsatisfactionwiththreeserviceareas(healthcare,educationandgovernmentservices),asoutlinedin

Table1.

ItisimportanttonotethatSDG16.6.2isanexperience-basedindicator,insofarasitmeasuressatisfactionbasedonpeople’slastexperiencewithselectedpublicservicesin

especiallyatthelocallevelaswellasforservicesthataredirectlyexperienced,frequentlyused,needed,and/orusedbychoice.

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Furthermore,attribute-basedsurveymethodologies,suchastheoneadoptedforSDGindicator16.6.2,canhelpaddresschallengesrelatedtoexogenousfactors,includingexpectations,inlinkingqualityofservices,byfocusingrespondents’answersonspecificserviceattributessuchasaccessibilityorfinancialaffordability(seethenextsection).

thepast12months.Focusingonthisspecificreferenceperiodcanhelpdelimitedtheexperienceinatimeframetoallowtemporalcomparisons,reducetheeffectofperception,minimizememorybiaseffectsandensurethemostreliableresults,sinceonlythosewhohaveactuallyusedhealthcare,educationandgovernmentservicesinthepastyearanswerthesurveyquestions.

Whenchoosingwhichpublicservicestoassess,thefocuswasgiventothosethataretrulyofgeneralinterest,availableinmostcountriesandessentialtohumandevelopment–suchaspreventiveandprimaryhealthcareservices,andprimaryandlowersecondaryeducation.Thethirdcategoryofservices,governmentservices,wasaddedbecausetheyarenotmonitoredunderanyotherGoals.Itlooksspecificallyattwoserviceswithahighfrequencyofuse:1)theprovisionofgovernment-issuedidentificationdocuments(suchasnationalidentitycards,passports,driver’slicensesandvoterIDs)and2)civilregistrationoflifeeventssuchasbirths,marriagesanddeaths.

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Table1:InterlinkagesbetweenSDG16.6.2dataandotherSDGindicators

OtherrelatedSDGindicatorsfocusedoncoverage,inputs

andoutcomes(measuredwithadministrativedata)

SDG16.6.2dataonpublic

satisfaction(measuredwithsurvey

data)

Health

care

Education

GovernmentServices

1.4.1:Proportionofpopulationlivinginhouseholdswithaccesstobasicservices

X

X

1.a.2:Proportionoftotalgovernmentspendingonessentialservices(education,healthandsocialprotection)

X

X

3.7.1:Proportionofwomenofreproductiveage(aged15–49years)whohavetheirneedforfamilyplanningsatisfiedwithmodernmethods

X

3.8.1:Coverageofessentialhealthservices

X

3.8.2:Proportionofpopulationwithlargehouseholdexpendituresonhealthasashareoftotalhouseholdexpenditureorincome

X

3.b.3:Proportionofhealthfacilitiesthathaveacoresetofrelevantessentialmedicinesavailableandaffordableonasustainablebasis

X

4.1.1:Proportionofchildrenandyoungpeople(a)ingrades2/3;(b)attheendofprimary;and(c)attheendoflowersecondaryachievingatleastaminimumproficiencylevelin(i)readingand(ii)mathematics,bysex

X

4.a.1:Proportionofschoolsofferingbasicservices,bytypeofservice

X

4.c.1:Proportionofteacherswiththeminimumrequiredqualifications,byeducationlevel

X

10.2.1:Proportionofpeoplelivingbelow50percentofmedianincome,bysex,ageandpersonswithdisabilities

X

X

X

10.3.1:Proportionofpopulationreportinghavingpersonallyfeltdiscriminatedagainstorharassedintheprevious12monthsonthebasisofagroundofdiscriminationprohibitedunderinternationalhumanrightslaw

X

X

X

16.5.1:Proportionofpersonswhohadatleastonecontactwithapublicofficialandwhopaidabribetoapublicofficial,orwereaskedforabribebythosepublicofficials,duringtheprevious12months

X

X

X

16.9.1:Proportionofchildrenunder5yearsofagewhosebirthshavebeenregisteredwithacivilauthority,byage

X

17.19.2:Proportionofcountriesthat(b)haveachieved100percentbirthregistrationand80percentdeathregistration

X

The

SDG16SurveyInitiativeQuestionnaire

wasco-developedbyUNDP,OHCHRand

UNODCtosupportcountriesinmonitoringprogresstowardstheSDG16targetsby

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guidingimplementationofthesurvey-basedindicatorsforwhichdataarestillscarce

xiii

andensuringinternationalcomparability.ThespecificsurveymoduleforSDG16.6.2

Table2:Attributesforeachservicearea

asksrespondentstorateeachserviceonfivespecificattributes,asdetailedin

Table2,

inadditiontoprovidingafinalratingonoverallsatisfaction,allusingafour-pointscale.

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HealthcareEducationGovernmentServices

1.Accessibility(“easytogettotheplace”)

1.Accessibility(“canbereachedbypublicorprivatetransportation,orbywalk,inlessthan30minutes”)

1.Accessibility(“office,websiteortelephonenumberwaseasilyaccessible”)

2.Affordability(“expenseswereaffordable”)

2.Affordability(“school-relatedexpensesareaffordable”)

2.Affordability(“feeswereaffordable”)

3.Qualityoffacilities(“cleanandingoodcondition”)

3.Qualityoffacilities(“ingoodcondition”)

3.Equaltreatmentforeveryone(“allpeopletreatedequally”)

4.Equaltreatmentforeveryone(“allpeopletreatedequally”)

4.Equaltreatmentforeveryone(“allchildrentreatedequally,includingadmissiontoschools”)

4.Effectivedeliveryofservice(“processwassimpleandeasytounderstand”)

5.Courtesyandtreatment(“thedoctororotherhealth-carestaffyousawspentenoughtimewithyou”)

5.Effectivedeliveryofservice(“qualityofteachingisgood”)

5.Timeliness(“amountoftimewasreasonable”)

Attributes-basedquestionsareaskedbeforetheoverallsatisfactionquestioninthesurvey,soastofacilitaterecallandfosteracommonunderstandingamongrespondentsofwhichaspectsof“good-quality”serviceprovisionarebeingconsidered.Nationalexperienceshavealsoshownthataskingattributes-basedquestionspriortoaquestiononoverallsatisfactionhelpsrespondentsrecalltheirlastexperiencewithmorespecificity,leadingtogreateraccuracyofresponses.Attributes-specificquestionscanhelppaintamoreinformedpictureofgovernmentperformance,highlightingwhichcharacteristicsofpublicservicesneedimprovement.

ItisrecommendedthatatminimumdataonSDG16.6.2isdisaggregatedbysex,incomeandplaceofresidence(urban/rural,administrativeregions),andifpossible,alsobydisabilitystatus,ageandnationallyrelevantpopulationgroups.Thisiscrucialinordertounderstandwhereinequalitiesinpublicserviceprovisionexistandwhichgroupsaremostatriskofbeingleftbehind.Ruralareas,forexample,areoftencharacterizedbythelimitedavailabilityandqualityofpublicservices,andthisexclusioncanbefurthercompoundedbyintersectingfactorssuchasgender,socio-economicstatus,age,migrationstatus,ethnicity,disability,amongothers.

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Examplesofdatacollectiononsatisfactionwithpublicservices

Atthenationallevel,countriesarecollectingdataonsatisfactionwithpublicservicesinavarietyofdifferentways.Sincetheadoptionofthe2030AgendaforSustainableDevelopment,aglobalmethodologyfor

collectingdataontheSDG16indicatorwasproposedbuttheirintegrationinnationalstatisticalsystemsisstillongoingwithcountriesprogressivelyadapting.Since2022UNDPcalledallcountriestoreporton

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2:in

FigureCharacteristicsofhealthservicesprovidedbytheIMSSMexico

availabledataonSDGIndicator16.6.2.TheSDGdatabasenowhasharmonizedglobaldataonsatisfactionwithpublicservicesavailableforcountriesthathavereportedonthisindicator.Sixcountriesreportedontheindicatorin2022,namely,Belarus,Gambia,Israel,Mexico,StateofPalestine,andTunisia.ThenumberofcountriesreportingisexpectedtoincreasewiththeavailabilityofaclearmethodologyontheindicatorsasoutlinedintheSDG16Surveytools.

Thissectionillustratessomeoftheavailabledatarelatedtosatisfactionwithpublicservicesbeingcollectedindifferentcountries–somewhicharenotfullyalignedwiththeindicator16.6.2butwhichhelpillustratetheimpactofdatacollectiononsatisfactionwithpublicservicestohelpinformpolicymaking.

InMexico,since2011theNationalSurveyonGovernmentalQualityandImpact(ENCIG)collectsinformationbiannuallyonthepopulation’srecentexperienceswithandperceptionsofpublicproceduresandservicesprovidedbydifferentgovernmentlevels.

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TheENCIGcoverspublichealthcare,publiceducationatprimaryandsecondarylevel,andprocedurestoobtaina

passportandservicesrequiredfromthecivilregistry(certificatesrelatedtobirth,marriage,death,etc.),amongotherserviceareas.Mexico’smethodologyisoneofthenationalexamplesthathelpedtoinformthedevelopmentoftheSDG16.6.2indicatorandhenceiscloselyalignedwithit.

In2021,77.3%ofthepopulationusingthehealthservicesoftheMexicanInstituteofSocialSecurity(IMSS)–thelargestnationalprovider–reportedcleanandorderlyfacilities,62%reportedenoughdoctorsand59%timelycare,whileoverallsatisfactionstoodat52%,upfrom44%in2019(see

Figure2)

.

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Therewerewidevariationsacrossstatesandacrosshealthcareproviders.

Onpubliceducation,someoftheattributesrespondentsareaskedtoreflectonincludeclasssizes,affordability,qualityofteachingandadequatefacilities.83%oftheuserpopulationofthepubliceducationserviceinprimary,secondaryorhighschoolsaidtherearesufficientteachingstaff,butonly60%reportedclassroomswithoutstudentsaturation(see

Percentageofrespondentswhoreported...

Clinicsandhospitalswithoutovercapacity

Availabilityofmedicine Nodeficiencies ImmediatecareSufficientdoctors

AdequatefacilitiesandnecessaryequipmentTraineddoctors

TimelyinformationonhealthstatusCarewithoutadditionalmaterialrequirementsRespectfultreatement

Cleanandtidyfacilities

0%10%20%30%40%50%60%70%80%90%

20192021

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Figure3)

.Overall,71%ofusersweresatisfiedwithpubliceducationservices.Finally,satisfactionwithgovernmentprocedures,paymentsandrequestsvaried

acrossstates(lowestfigureat76%andhighestat91%),withthenorthofthecountryhavinggenerallyhighersatisfactionratesthanthesouth

Figure3:CharacteristicsofthepubliceducationservicesinMexico

Percentagewhoreported...

Freeofcharge

Classeswithoutovercapacityofstudents

Facilitiesandfurnitureingoodcondition

Cleanandtidyfacilities

Accesstothenextclasslevelorgoodjob

Competentteachingstaff

Compliancewiththematics

Compliancewithschooldays

Sufficientteachingstaff

0%10%20%30%40%50%60%70%80%90%

20192021

Similarly,Tunisiawhichimplementedthe

SDG16Survey,

sawsatisfactionratesvaryfromregiontoregion:in2021,thecentre-eastandthenortheastconsistentlyperformedbetterthanthenationalaverageacrossservicesprovidedbyclinicsandbasichealthcentres,localandregionalhospitals,andprimary,middleandhighschools.xviii

Table3

belowsummarizestheregionaldifferencesthatemergedfromthesurveyandreflectregionalinequalitiesthathavebeenwell-documentedintheliterature.

xix

Theseinequalitieshavealsoexplaineddifferencesinthequalityofeducationservicesacrossmunicipalities.

xx

SpecificquestionsonserviceattributeswereaskedinTunisiaandshedfurtherlightonpotentialdriversofdissatisfaction.Forinstance,amajorityofrespondentspointedtothelackofmedicationinclinicsandhospitals.Inschools,staffshortageswerearealconcern,withabsenteeteachersbeingaconcernacrossprimarythroughhighschool.

Table3:SatisfactionratesforhealthandeducationservicesinTunisia,byregion

Services

Regions

Clinicsand

BasicHealth

Centres

Localand

Regional

Hospitals

Primary

Schools

MiddleandHighSchools

South-West

South-East

Centre-West

Centre-East

North-West

North-East

GreaterTunis

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Note:Greenshadingindicatesthatthesatisfactionrateisabovethenationalaverage,pinkshadingindicatesthatitisbelowthenationalaverage,andblueshadingindicatesthatitisequaltothenationalaverage

InPakistan,theSocialandLivingStandardsMeasurementSurveyconductedeverytwoyearsprovidesgeographicallydisaggregateddataonsatisfactionwithpublicservices,atprovincialanddistrictlevel,andbyrural/urbandivide.

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Inthe2019-2020editionofthesurvey,ruralhouseholdshadlowersatisfactionrateswiththeuseofbasichealthunitsandschoolsthanurbanhouseholds,witha10percentage-pointgapnational