Improving last-mile service delivery using phone-based monitoring
By: Muralidharan, Karthik, et al
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Material type: 
BookPublisher: American Economic Journal: Applied Economics Description: 13(2), Apr, 2021: p.52-82.Subject(s): Service delivery, Phone-based service delivery
In:
American Economic Journal: Applied EconomicsSummary: Improving "last-mile" public service delivery is a recurring challenge in developing countries. Could the widespread adoption of mobile phones provide a scalable, cost-effective means for improvement? We use a large-scale experiment to evaluate the impact of phone-based monitoring on a program that transferred nearly a billion dollars to 5.7 million Indian farmers. In randomly selected jurisdictions, officials were informed that program implementation would be measured via calls with beneficiaries. This led to a 7.8 percent reduction in the number of farmers who did not receive their transfers. The program was highly cost-effective, costing 3.6 cents for each additional dollar delivered. – Reproduced
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Articles
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Indian Institute of Public Administration | 13(2), Apr, 2021: p.52-82 | Available | AR125640 |
Improving "last-mile" public service delivery is a recurring challenge in developing countries. Could the widespread adoption of mobile phones provide a scalable, cost-effective means for improvement? We use a large-scale experiment to evaluate the impact of phone-based monitoring on a program that transferred nearly a billion dollars to 5.7 million Indian farmers. In randomly selected jurisdictions, officials were informed that program implementation would be measured via calls with beneficiaries. This led to a 7.8 percent reduction in the number of farmers who did not receive their transfers. The program was highly cost-effective, costing 3.6 cents for each additional dollar delivered. – Reproduced
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