The Manual, “Service Delivery Improvement Plan.” Theory and Practice of Service Improvement of Local Government: Guide for Local Communities

The Manual was developed by the USAID Program, “Decentralization Offering Better Results and Efficiency,” (DOBRE) thanks to the collaboration with 75 partner consolidated communities in 7 Oblasts of Ukraine.

The Handbook is a practical tool for local governments and community activists who seek to improve municipal services at the local level. It describes the Service Delivery Improvement Plan (SDIP) as the universal tool for improving any public service. The efficiency of the SDIP-tool is based on resident participation at all stages of the planning and implementation.

The Manual consists of two volumes.

 Volume I provides answers to the following questions:

  • How to define community development priorities?
  • What to pay attention to while carrying out diagnostics of services?
  • How to formulate and conform goals and projects?
  • From what sources can communities get funding to improve municipal services?
  • What indicators to choose to evaluate an implementation of an SDIP?
  • Why are communications so important in the process of service provision improvement?

Volume II proposes recommendations for enhancing 12 key municipal services:

  • administrative services;
  • social care services;
  • health care services;
  • education;
  • water supply and sewage;
  • public space improvement;
  • outdoor lighting;
  • maintenance and development of transport infrastructure;
  • municipal means of transport;
  • solid waste management;
  • cultural services;
  • sports services.

The Manual provides core definitions of each service; outlines key sectoral legislation; features the state of service diagnostics; offers examples of formulating goals; and describes practical advice, including successful practices of public service provision in Ukraine and abroad.


This manual is made possible by the generous support of the American people through the United States Agency for International Development (USAID). The contents are the responsibility of Global Communities and do not necessarily reflect the views of USAID or the United States Government.