Guide for Local Communities: Theory and Practice of Service Improvement of Local Government

This Handbook is a practical tool for local governments that seek to improve delivery of services to their residents. To this end, a universal tool in the form of the Service Delivery Improvement Plan (SDIP) is proposed. Its efficiency is based on a broad engagement of community residents at all stages of its planning and implementation.

This Handbook consists of two volumes.

Volume One focuses on the theory of delivering public and, in particular, municipal services and describes approaches to improving them.

  • Section 1 clarifies a concept of public services; contains a list of main regulatory acts that relate to delivery of public services in Ukraine; and describes approaches to determining costs of these services.
  • Section 2 focuses on identifying priority municipal services and planning their improvement. It describes key options for launching a service delivery improvement in a consolidated community and proposes two tools for defining priorities for development, based on public opinion: needs assessment at public meetings and surveys on quality of service delivery. It outlines in detail stages of development and endorsement of a Service Delivery Improvement Plan, a key tool for improving a quality of services delivered in a consolidated community.
  • Section 3 includes recommendations on implementing a Service Delivery Improvement Plan.

Annexes include templates of key documents that are necessary for arranging service delivery improvement.

Volume Two focuses on recommendations for improving key municipal services, including water supply and sewage; solid waste management; outdoor lighting; public transport; public space improvement; sports; sectors for administrative; social care; health care; education; and culture services. The list of services was compiled, based on surveys that had been performed within the USAID DOBRE Program in 2016–2019.

The “Decentralization Offering Better Results and Efficiency” Program (DOBRE) of the United States Agency for International Development (USAID) has adapted to Ukraine’s context the methodology of service delivery improvement.

In case the content of the Handbook is copied, reprinted, or disseminated, the reference must be made to the authors and the “Decentralization Offering Better Results and Efficiency” Program (DOBRE) of the United States Agency for International Development (USAID).