Download source CSV for disaggregations
Headline data
Year | Value | GeoCode | Observation status | Unit multiplier |
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2011 | 6.35 | Undefined | Units | |
2016 | 6.31 | Undefined | Units |
This section provides metadata for the data reported for this indicator at the national level and at the global level.
- Goal
Goal 16: Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levels
- Target
Target 16.6: Develop effective, accountable and transparent institutions at all levels
- Indicator
Indicator 16.6.2: Proportion of population satisfied with their last experience of public services
- Series
- Related indicators
SDG indicator 16.6.2, measured from citizen surveys, is an important complement to other SDG indicators assessing various aspects of public service provision that draw from administrative sources, such as SDG 3.8.1 on coverage of essential health services[1] and SDG 4.a.1 on school facilities[2]. While these indicators focus on similar attributes as those measured by SDG 16.6.2, such as ‘accessibility’ and ‘quality of facilities’, they may not reflect people’s actual experience of education facilities or healthcare services due to the methodological challenges of collecting quality data from administrative sources.
Amongst SDG indicators assessing various aspects of public service provision, indicator 1.4.1, which measures the “proportion of population living in households with access to basic services” has particular relevance to indicator 16.6.2:
• Indicator 1.4.1 measures ‘Access to Basic Health Care Services’ by drawing on readily available data reported on SDG indicator 3.7.1 on access to reproductive health (Proportion of women of reproductive age (aged 15-49 years) who have their need for family planning satisfied with modern methods). Indicator 16.6.2 therefore provides important additional information by (1) broadening the scope of measurement from reproductive health to ‘basic healthcare services’ as internationally defined, and (2) by assessing five key attributes of healthcare service provision not assessed by 1.4.1, namely access, affordability, quality of facilities, equal treatment for everyone and doctor’s attitude, and (3) by using survey data to measure people’s satisfaction with healthcare services based on their last experience.
• Indicator 1.4.1 also measures ‘Access to Basic Education’ by drawing on readily available data reported on SDG indicator 4.1.1 on educational achievements (Percentage of children/young people: (a) in grades 2/3; (b) at the end of primary; and (c) at the end of lower secondary achieving at least a minimum proficiency level in (i) reading and (ii) mathematics). Indicator 16.6.2 therefore provides important additional information by (1) assessing four key attributes of education service provision not assessed by 1.4.1, namely access, affordability, quality of facilities and equal treatment for everyone, and (2) by using survey data (SDG 4.1.1 uses test scores) to measure people’s satisfaction with education services based on their first-hand experience with such services.
Indicator 16.6.2 can also be used to complement SDG target 10.2 on the promotion of the “social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status”, which only has one indicator measuring economic exclusion (SDG 10.2.1 – Proportion of people living below 50 per cent of median income, by age, sex and persons with disabilities). Indicator 16.6.2 therefore provides important additional information to measure progress against this target by providing data on social inclusion.
Similarly, 16.6.2 can also be used to complement SDG target 10.3 on “Ensuring equal opportunity and reduce inequalities of outcome, including by eliminating discriminatory laws, policies and practices and promoting appropriate legislation, policies and action in this regard”, which only has one indicator measuring felt discrimination on various grounds (SDG 10.3.1 Proportion of the population reporting having personally felt discriminated against or harassed within the previous 12 months on the basis of a ground of discrimination prohibited under international human rights law). Indicator 16.6.2 therefore provides important additional information to measure progress against this target by helping to identify in which service area the incidence of discrimination is highest.
Finally, SDG 16.6.2, with its focus on ‘accessibility’, ‘equal treatment’ and other important attributes of public services, provides important complementary information to analyze results on SDG 16.5.1 on the ‘Proportion of persons who had at least one contact with a public official and who paid a bribe to a public official, or were asked for a bribe by those public officials, during the previous 12 months’. In other words, people may resort to bribery when the quality of public service provision is too poor, as revealed by SDG 16.6.2.
13.8.1 Coverage of essential health services (defined as the average coverage of essential services based on tracer interventions that include reproductive, maternal, newborn and child health, infectious diseases, non-communicable diseases and service capacity and access, among the general and the most disadvantaged population) ↑
24.A.1 Proportion of schools with access to: (a) electricity; (b) the Internet for pedagogical purposes; (c) computers for pedagogical purposes; (d) adapted infrastructure and materials for students with disabilities; (e) basic drinking water; (f) single-sex basic sanitation facilities; and (g) basic handwashing facilities (as per the WASH indicator definitions) ↑
- Custodian agencies
UNDP Oslo Governance Centre
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Organisation | Not available for this indicator |
UNDP Oslo Governance Centre |
Contact organisation unit | Not available for this indicator |
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Contact email address | Not available for this indicator |
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Definition and concepts | Not available for this indicator |
Definition: This indicator measures levels of public satisfaction with people’s last experience with public services, in the three service areas of healthcare, education and government services (i.e. services to obtain government-issued identification documents and services for the civil registration of life events such as births, marriages and deaths)[3]. This is a survey-based indicator which emphasizes citizens’ experiences over general perceptions, with an eye on measuring the availability and quality of services as they were actually delivered to survey respondents. Respondents are asked to reflect on their last experience with each service, and to provide a rating on five ‘attributes’, or service-specific standards, of healthcare, education and government services (such as access, affordability, quality of facilities, etc.). A final question asks respondents for their overall satisfaction level with each service. It is recommended that survey results, at a minimum, be disaggregated by sex, income and place of residence (urban/rural, administrative regions). To the extent possible, all efforts should be made to also disaggregate results by disability status and by ‘nationally relevant population groups’. Concepts:
While several definitions of ‘public services’ exist, they tend to have in common a focus on ‘common interest' and on ‘government responsibility’. For instance, the European Commission defines such services as “Services that public authorities of the Member States clarify as being of general interest and, therefore, subject to specific public service obligations.”[5] Similarly, the African Charter on Values and Principles of Public Service and Administration (African Union, 2011) defines a public service as “Any service or public-interest activity that is under the authority of the government administration”.
Selection of relevant disaggregation dimensions
3 The formulation ‘government services’ (also commonly called ‘administrative services’) is used in this metadata to mirror this more colloquial language used in the survey questionnaire. ↑ 4 Good Governance Practices for the Protection of Human Rights (United Nations publication, Sales No. E.07.XIV.10), p. 38 – cited in Report of the United Nations High Commissioner for Human Rights on the role of the public service as an essential component of good governance in the promotion and protection of human rights, Human Rights Council, 25th Session, 23 December 2013, A/HRC/25/27 ↑ 5 European Commission’s 2011 Communication regarding ‘A Quality Framework for Services of General Interest in Europe’, p. 3 ↑ 6 Report of the United Nations High Commissioner for Human Rights on the role of the public service as an essential component of good governance in the promotion and protection of human rights, Human Rights Council, 25th Session, 23 December 2013, A/HRC/25/27 ↑ 7 Committee on Economic, Social and Cultural Rights, General Comment No. 14 (2000) on the right to the highest attainable standard of health, para. 4. ↑ 8 Committee on Economic, Social and Cultural Rights, general comment No. 13 (1999) on the right to education, para. 1. ↑ 9 Report of the United Nations High Commissioner for Human Rights on the role of the public service as an essential component of good governance in the promotion and protection of human rights, Human Rights Council, 25th Session, 23 December 2013, A/HRC/25/27 ↑ 10 From the European Social Survey, the European Quality of Life Survey and the Afrobarometer – see more information in the section on “Data Availability”. ↑ |
Unit of measure | Not available for this indicator |
Percentage |
Classifications | Not available for this indicator |
Not applicable |
Field | National | Global |
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Data sources | Not available for this indicator |
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Data collection method | Not available for this indicator |
NSOs should identify suitable survey vehicles to incorporate the 16.6.2 batteries of question. Some countries may not have an integrated or unified survey covering various public services. In countries where each Ministry/Department/Agency conducts its respective satisfaction survey, the NSO should liaise with each entity to harmonize existing survey questions with this metadata. |
Data collection calendar | Not available for this indicator |
To ensure timely capture of changes in levels of citizen satisfaction with public services, NSOs should report data on indicator 16.6.2 at least once every two years. NSOs will need to choose the most appropriate time/period for administering the 16.6.2 batteries of questions. Electoral periods should be avoided, and NSOs should aim for the middle of an electoral term. Experience shows that surveys conducted at the beginning of an electoral term generate more positive responses than surveys conducted at the end of a term. |
Data release calendar | Not available for this indicator |
Data will be reported at the international level in April each year. The first full release of data for the indicator will take place in April 2020. |
Data providers | Not available for this indicator |
National Statistical Offices |
Data compilers | Not available for this indicator |
UNDP |
Institutional mandate | Not available for this indicator |
Recent evidence shows that citizens call for responsive and inclusive public institutions with capacity to efficiently deliver services. To advance these aspirations from societies, UNDP helps countries to strengthen responsive and accountable institutions. UNDP recognizes the foundational importance of effective and responsive governance to achieve sustainable development. |
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Rationale | Not available for this indicator |
Governments have an obligation to provide a wide range of public services that should meet the expectations of their citizens in terms of access, responsiveness and reliability/quality. When citizens cannot afford some essential services, when their geographic or electronic access to services and information is difficult, when the services provided do not respond to their needs and are of poor quality, citizens will naturally tend to report lower satisfaction not only with these services, but also with public institutions and governments. In this regard, it has been shown that citizens’ experience with front-line public services affects their trust in public institutions (OECD 2017, Trust and Public Policy – How Better Governance Can Help Rebuild Public Trust; Eurofound 2018, Societal change and trust in institutions). Mindful of this close connection between service provision/performance, citizen satisfaction and public trust, governments are increasingly interested in better understanding citizens’ needs, experiences and preferences to be able to provide better targeted services, including for underserved populations. Measuring satisfaction with public services is at the heart of a citizen-centered approach to service delivery and an important outcome indicator of overall government performance. Yet while a large number of countries have experience with measuring citizen satisfaction with public services, there is also large variability in the ways national statistical offices and government agencies in individual countries collect data in this area, in terms of the range of services included, the specific attributes of services examined, question wording and response formats, among other methodological considerations. This variability poses a significant challenge for cross-country comparison of such data.
SDG indicator 16.6.2 aims to generate globally comparable data on satisfaction with public services. To this end, SDG 16.6.2 focuses global reporting on the three service areas of (1) healthcare, (2) education and (3) government services (i.e. services to obtain government-issued identification documents and services for the civil registration of life events such as births, marriages and deaths.) The rationale for selecting these three public services is threefold:
With the aim of generating harmonized statistics, indicator 16.6.2 is measured through five attributes-based questions under each service area (e.g. on the accessibility and affordability of the service, the quality of facilities, etc.):
Attributes of public services found to be the biggest ‘drivers’ of satisfaction with healthcare and education services (in Europe and Africa)
Source: Statistical analysis by the UNDP Oslo Governance Centre, 2019
11 While drinking water and sanitation services are also ‘services of consequence’, they are already well covered by SDG indicator 6.1.1 “Proportion of population using safely managed drinking water services” and SDG indicator 6.2.1 “Proportion of population using safely managed sanitation services, including a hand-washing facility with soap and water” which also draw from citizen surveys (Joint Monitoring Programme for Water Supply, Sanitation and Hygiene (JMP) supported by UNICEF and WHO) and look at access, availability and quality. ↑ 12 See UNDP Oslo Governance Centre (Nov 2017), A Review of National Statistics Offices’ Practices and Methodological Considerations in Measuring Citizen Satisfaction with Public Services – Inputs for SDG Indicator 16.6.2 Measurement Methodology ↑ 13 For health care services, 3.8.1, 3.5.1, 3.b.1 and 1.4.1, and for education services, 4.a.1 and 4.c.1. ↑ 14 See Ellen Lust et al., 2015; Nick Thijs, 2011, Van Ryzin, 2004, for instance. ↑ 15 Evidence from Mexico, National Survey of Quality and Governmental Impact (ENCIG) 2017 ↑ 16 Ibid. ↑ 17 Under the ‘Access’ dimension, three attributes are considered: ‘Affordability’, ‘Geographic proximity’ and ‘Accessibility of information’. ↑ 18 Under the ‘Responsiveness’ dimension, three attributes are considered: ‘Citizen-centred approach (courtesy, treatment and integrated services)’, ‘Match of services to special needs’ and ‘Timeliness’. ↑ 19 Under the ‘Reliability/Quality’ dimension, three attributes are considered: ‘Effective delivery of services and outcomes’, ‘Consistency in service delivery and outcomes’ and ‘Security/safety’. ↑ 20 In the absence of regional or global datasets on satisfaction with government services, the same empirical analysis could not be performed in this service area. To the extent possible, similar attributes are used to assess satisfaction with government services as those used for healthcare and education services, with a distinct focus on the attribute of ‘timeliness’ in the case of government services. ↑ |
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Comments and limitations | Not available for this indicator |
Recommended set of complementary questions to address selection 16.6.2 bias towards ‘users’ of public services
Otherwise, the selection bias inherent in SDG 16.6.2, with its focus on users, can result in mismeasurement due to underlying inequalities in the propensity of various groups to interact with state institutions. In other words, a focus on ‘the last experience with public services’ implicitly means that this indicator includes only those respondents who were privileged enough to access public services in the past year. This means that those (such as ethnic minorities, migrants, the elderly, undocumented workers) who have not been able – or willing – to access the healthcare, education or government services they needed in the past 12 months, often as a consequence of multiple social and economic barriers arising from overlapping forms of marginalization will be undercounted by this indicator. There is a risk therefore that overall satisfaction levels reported on 16.6.2 will over-represent the experience of more privileged groups for whom access to public services is easier, because they have the financial, logistical and intellectual means to do so, and they trust that it is in their interest to do so. Answer scales:
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Method of computation | Not available for this indicator |
Reporting on SDG 16.6.2 should be done separately for each of the three service areas. (NB: questions on education may refer to either primary or secondary education – and separate computation of results is recommended for the two levels, resulting in de facto four service areas). Computation involves the computation and reporting of the following three estimates, for each service area:
For instance:
*Note: It is important for NSOs to clearly report, for each question, the number of respondents who selected “don’t know” (DK), “not applicable” (NA) or “refuse to answer” (RA), and to exclude such respondents from the calculation of shares of positive responses. For instance, if 65 respondents out of 1000 respondents responded DK, NA or RA on the first attribute-based question, the share of positive responses for this attribute will be calculated out of a total of 935 respondents, and the reporting sheet will indicate that for this particular question, 65 respondents responded DK/NA/RA. While national-level reporting should cover all three estimates described above, global reporting on SDG indicator 16.6.2 will focus only on the last two estimates (i.e. the average share of positive responses across the five attribute questions; and the share of respondents who say they are satisfied in the overall satisfaction question), separately for each service area. |
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Adjustments | Not available for this indicator |
Not applicable. |
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Treatment of missing values (i) at country level and (ii) at regional level | Not available for this indicator |
• At country level There is no treatment of missing values. • At regional and global levels There is no imputation of missing values. |
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Regional aggregations | Not available for this indicator |
Data points will be provided for each region, and globally (i.e. two data points for each service area: combined average % of those who responded positively to the five attributes questions, and % satisfied with the service overall). |
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Methods and guidance available to countries for the compilation of the data at the national level | Not available for this indicator |
Methods and guidance available to countries for the compilation of data at national level: See Indicators of Citizen-Centric Public Service Delivery, World Bank (2018) To disaggregate survey results by disability status, it is recommended that countries use the Short Set of Questions on Disability elaborated by the Washington Group. Methods and guidance available to countries for the compilation of data at international level: See Indicators of Citizen-Centric Public Service Delivery, World Bank (2018) To disaggregate survey results by disability status, it is recommended that countries use the Short Set of Questions on Disability elaborated by the Washington Group. |
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Quality management | Not available for this indicator |
Statistics for this indicator is inputted in the reporting platform (https://sdg16reporting.undp.org/login). UNDP has dedicated staff to verify the collected data and liaise with the data officers in the agency in the countries. |
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Quality assurance | Not available for this indicator |
NSOs have the main responsibility to ensure the statistical quality of the data compiled for this indicator. One possible quality assurance mechanism would be to compare results obtained by the NSO with readily available survey results on satisfaction with public services generated by relevant national, regional or global non-official data producers (see potential non-official sources below). |
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Quality assessment | Not available for this indicator |
UNDP will make available a quality assessment protocol for national statistics office to be used at national level and intended to assess the alignment of data produced with users needs, the compliance with guidelines in terms of computations, the timeliness of data production, the accessibility of statistics produced, the consistent use of methodology both in terms of geographic representation and through time, the coherence in terms of data production, and the architecture of data production. |
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Not available for this indicator |
Data availability:
Description and time series:
Disaggregation categories Indicator 16.6.2 aims to measure how access to services and how the quality of services differs across various demographic groups. Empirical analysis to identify the strongest demographic determinants of citizen satisfaction with public services reveals that the most relevant disaggregation categories for SDG indicator 16.6.2 are (1) income, (2) sex and (3) place of residence (urban/rural, and by administrative region e.g. by province, state, district, etc.) At a minimum, results for each one of the three service areas covered by this indicator (healthcare, education and government services) should be disaggregated by these three variables:
To the extent possible, all efforts should be made to also disaggregate results by disability status and by ‘nationally relevant population groups’:
21 The Afrobarometer is a pan-African, non-partisan research network that conducts public attitude surveys on democracy, governance, economic conditions, and related issues in more than 35 countries in Africa. ↑ 22 While the fifth round (2011/13) of the Afrobarometer survey included several attributes-based question on healthcare and education services, subsequent rounds only include a few: “if there is a school or a health Clinic within easy walking distance”; and “how easy or difficult was it to obtain the medical care or services from teachers or school officials”. ↑ 23 The European Social Survey (ESS) is a biennial cross-national survey of attitudes and behaviour established in 2001. In total, 37 countries have taken part in at least one round of the ESS since its inception. Surveys are conducted by leading academics and social research professionals. ↑ 24 Eurofound’s European Quality of Life Survey (EQLS) documents living conditions and people’s social situation, and explores issues pertinent to the lives of European citizens. In operation since 2003, the EQLS 2016 – the fourth survey in the series – covered 33 countries – the 28 EU Member States and 5 candidate countries (Albania, the former Yugoslav Republic of Macedonia, Montenegro, Serbia and Turkey). provides detailed information on the quality of public services, including healthcare and education services. ↑ 25 Note: For healthcare services, EQLS data would allow for the separate reporting of results (across all questions) on (1) primary care services (GP / doctor’s office / health centre) and (2) hospital or medical specialist services. Separate reporting on these two types of health care would be particularly relevant for the ‘affordability’ attribute, given in European countries, primary care services typically cost little; more relevant would be to assess the affordability of hospital or medical specialist services, using question 67.e. ↑ 26 However, question HC100 on ‘Affordability of formal education’ could be used in the European Union Statistics on Income and Living Conditions (EU-SILC) ad hoc module 2016. ↑ 27 Based on the premise that decentralization efforts are aimed at extending local rights and responsibilities across the national territory, indicator 16.6.2 can help detect unequal access to services and disparities in the quality of services across localities. There is a risk for erroneous conclusions to be drawn from national aggregates unable to detect variations at sub-national level. ↑ 28 UN General Assembly, Convention on the Rights of Persons with Disabilities: resolution / adopted by the General Assembly, 24 January 2007, A/RES/61/106, available at: http://www.refworld.org/docid/45f973632.html ↑ 29 The population of a country is a mosaic of different population groups that can be identified according to racial, ethnic, language, indigenous or migration status, religious affiliation, or sexual orientation, amongst other characteristics. For the purpose of this indicator, particular focus is placed on minorities. Minority groups are groups that are numerically inferior to the rest of the population of a state, in a non-dominant position, whose members—being nationals of the state—possess ethnic, religious or linguistic characteristics differing from those of the rest of the population and show, even if only implicitly, a sense of solidarity directed towards preserving their culture, traditions, religion or language. While the nationality criterion included in the above definition has often been challenged, the requirement to be in a non-dominant position remains important (OHCHR, 2010). Collecting survey data disaggregated by population groups should be subject to the legality of compiling such data in a particular national context and to a careful assessment of the potential risks of collecting such data for the safety of respondents. ↑ |
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Sources of discrepancies: There is no internationally estimated data for this indicator. |
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Not available for this indicator |
Guidelines on survey methodology
Questionnaire[31] Introduction I am now going to ask you a few questions about the way public services are provided in [country name]. Your answers to this survey are important as they will help improve the provision of healthcare, education and government services across the country. Your answers will be confidential. They will be put together with [xx – size of sample] other people we are talking to, to get an overall picture. It will be impossible to pick you out from what you say, so please feel free to tell us what you think. This interview will take about 15 minutes. There is no penalty for refusing to participate. Do you wish to proceed? Let’s start with [insert name of service – healthcare, education or government – depending on randomized order for this respondent] services. Healthcare services I would like to ask you a few questions about your experience with primary healthcare services over the past 12 months. By this, we mean healthcare services provided a government/public health clinic [use specific name of public health facilities providing primary healthcare services in the country] or by a government-employed doctor/nurse, or healthcare services covered by a public health system [if applicable in the country]. Please do not include in your answers any experience you might have had with hospital services or specialist medical care services (for example, if you had a surgery). Dental care and teeth exams are also excluded. 1. Was there any time during the past 12 months when you (or a child in your household) really needed a medical examination or treatment? A. Yes (There was at least one occasion in the past 12 months when I [or a child in my household] really needed medical examination or treatment) [go to 2] B. No (There was no occasion in the past 12 months when I [or a child in my household] really needed medical examination or treatment) [End here. Go to next service area] 99. Refuse to answer
2. Did you [or a child in your household] have a medical examination or treatment each time you [or a child in your household] really needed it? A. Yes (I [or a child in my household] had a medical examination or treatment each time I [or a child in my household] needed it) [go to 4] B. No (there was at least one occasion when I [or a child in my household] did not have a medical examination or treatment when I [or a child in my household] needed it) [go to 3] 99. Refuse to answer 3. What was the main reason for not having the medical examination or treatment?
4. I now want to ask you some questions about the last time you [or a child in your household] had a medical examination or treatment, in the past 12 months. Thinking about this last experience, would you say that:
5. Overall, how satisfied or dissatisfied were you with the quality of primary healthcare services you [or a child in your household] received on that last consultation? (i.e. the last time you [or a child in your household] had a medical examination or treatment in the past 12 months)
Education services The next few questions focus on your experience with the primary and secondary public school system. By this, we mean public schools that are funded by the state. 6. Are there children in your household whose age falls between 4 and 16 years old? A. Yes (There are children in my household whose age falls between 4 and 16 years old) B. No (There are NO children in my household whose age falls between 4 and 16 years old) [End here. Go to next service area] 99. Refuse to answer
7. Does this child (do all of these children) attend a public school regularly? A. Yes [go to 9] (All children in in my household whose age falls between 4 and 16 years old attend a public school regularly) B. No [go to 8] (There is at least one child in my household whose age falls between 4 and 16 years old who does NOT attend a public school regularly) 98. Don’t know 99. Refuse to answer
8. What is the main reason for this child/some children in your household not to attend a public school regularly?
9. Please tell me more about the primary and/or secondary public schools attended by this child/children in your household:
Are you reporting on:
10. Overall, how satisfied or dissatisfied are you with the quality of education services provided by the primary and/or secondary public schools attended by this child/children in your household?
Are you reporting on:
Government services I am now going to ask you a few questions about government services in [country name].
11. In the past 12 months, did you need to obtain a piece of government-issued identification, such as [NSOs should provide a full list of relevant documents, based on national context, using a showcard if the list is long. This list may include: a national identity card, a passport, a driver’s license, a voter’s card, or a certificate of birth, death, marriage or divorce]? A. Yes (I needed to obtain at least one of [full list of relevant documents, based on national context] in the past 12 months) [Go to 12] B. No (I did NOT need to obtain any of [full list of relevant documents, based on national context] e in the past 12 months) [end here] 99. Refuse to answer
12. Did you try to obtain all document(s) you needed from the civil registration services or other relevant agencies? A. Yes (I did try to obtain all document(s) I needed from the civil registration services or other relevant agencies) [Go to 14] B. No (I did NOT try to obtain at least one document I needed from the civil registration services or other relevant agencies) [Go to 13] 99. Refuse to answer If no, please specify the document(s) you did not try to obtain: ___________________
13. What is the main reason you did not try to obtain such document(s) from the civil registration services or other relevant agencies?
[End here if the respondent did not try to obtain a single document. Continue with Q14-16 if the respondent tried at least once to obtain a document, in the past 12 months.] 14. I now want to ask you some questions about the last time you tried to obtain an ID or a certificate of birth, death, marriage or divorce in the past 12 months.
A. Yes [I applied online] B. No [I did NOT apply online] 99. Refuse to answer
15. Thinking about this last time you tried to obtain [name of the document identified by the respondent in 14a], would you say that:
16. Overall, how satisfied or dissatisfied were you with the quality of government services you received on that occasion? (i.e. the last time you applied for an ID or a certificate of birth, death, marriage or divorce in the past 12 months)
30 For instance, some answer items may not apply to middle-income or high-income country settings, such as “Healthcare facilities are not adequately equipped or lack medicine” under Q3, or “Children need to stay home to help with housework/farm work” under Q8. ↑ 31 The survey module for this indicator is undergoing further development and testing by UNDP, in line with this metadata. A slightly refined module will be finalised and ready for use in mid 2020. ↑ |