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High Frequency Monitoring of Public Services
Home Monitoring, Evaluation and Learning High Frequency Monitoring of Public Services

High Frequency Monitoring of Public Services

The work of the Dialogue and Development Commission of Delhi (DDC) is embedded in informing policy innovations with impact-based assessments of government reforms. DDC aims to conduct high-frequency surveys and rigorous evaluations of flagship government schemes and policies, generate insights about them, and facilitate internal and external learning about them. There is a high emphasis towards strengthening the use of data and modern monitoring tools within the government for timely course corrections and improved policy implementation.
 

Partnership With J-PAL

In November 2019, DDC signed a Memorandum of Understanding (MoU) with MIT's Abdul Latif Jameel Poverty Action Lab (J-PAL), South Asia to conduct real-time monitoring of public services offered by the Delhi Government. The project aimed to improve the quality of services by identifying service delivery issues, and motivating the frontline staff to perform their duties better.

The project kicked off as a pilot, to study the beneficiary experience in Mohalla Clinics. An outbound call center was established to gather real-time monitoring data on the quality of program implementation. The data was collected directly from thousands of beneficiaries selected randomly across Delhi. They were asked a set of questions to understand the standard of services and used to generate the reports for the various departments of the Government.

The phone survey covered questions related to the waiting time in a Mohalla clinic, the behaviour of the staff, the availability of medicines, etc. DDC, with the support of J-PAL, analysed the feedback and generated regular report cards to be shared with the departments for further action. The performance reports were disaggregated at a block level and provided relevant insights from the ground.

Following are the findings of the first such phone survey carried out in March 2020 with 7,900 patients from 82 mohalla clinics:

  • 82-84% of patients reported that the doctor and at least two other staff members were present in the Mohalla Clinic at the time of their visit.
     
  • 66-68% of patients had to wait for less than 30 minutes to consult with the doctor during their visit.
     
  • 85-87% of patients had to wait for less than 30 minutes to receive medicines or other services.
     
  • 92-93% of patients were satisfied with their Mohalla Clinic experience overall.
     

High-frequency Monitoring of Health Department Schemes

In November 2021, DDC partnered with IDInsight to design a phone-based survey of Aam Aadmi Mohalla Clinic, Delhi Government Hospitals and the 1031 helpline or the Public Grievance Management System (PGMS) for the Outcome Budget indicators for which data came directly from the beneficiaries. This data was collected between December 2021 to February 2022 and submitted to the Planning Department.
 

Key Findings on Aam Aadmi Mohalla Clinics

  • More than 90% of patients surveyed were satisfied with services at Mohalla Clinics;
     
  • 4 out of 5 patients have to wait less than 20 minutes to meet the doctor at the clinic. 49% have to wait less than 5 minutes to get medicines;
     
  • 49% had to wait 5 minutes or less to get prescribed medicines;
     
  • Patients reported not being attended by a doctor at 6 clinics in the sample. Medicine availability is a challenge in 12 clinics in the sample.
     

Key Findings on Delhi Government Hospitals

  • 77% of the patients are satisfied with their experience at the 10 Delhi Government Hospitals surveyed. GTB, Hedgewar Arogya, and Sanjay Gandhi had the lowest satisfaction rates;
     
  • GTB & LNJP have higher waiting-time across most services provided at the hospital;
     
  • Patients were more likely to find that doctors were available, as compared to tests or medicines at the surveyed hospitals.
     

Key Findings on Public Grievance Management System

  • 79% of the complainants reported that their grievances were not resolved;
     
  • 16% of the complainants were satisfied with the resolution of their grievance;
     
  • 50% of grievances reported in the sample were related to the unavailability of medicines at hospitals;
     
  • Among those whose grievance was resolved, 68% were satisfied with the resolution time;
     
  • Fewer grievances related to the unavailability of medicines were reported resolved.
     
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