The World Bank's framework for service provision : the case of the water kiosks of the Zambian commercialized utilities

Abstract

In the 2004 World Development Report, the World Bank presented the Framework for Service Provision. Through the analysis of three variables considered key in influencing accountability relationships in service delivery - state orientation, preference heterogeneity, and ease of monitoring - this analytical framework seeks to prescribe institutional arrangements best able to improve service provision to the poor. Using the experience of the water kiosks managed by the Commercial Utilities of Zambia as an example of the application of the recommendations of the Framework, this study assessed whether the kiosks have provided quality water services to two peri-urban compounds, and the role "accountability" in service outcomes. Research indicates that although there is potential for future success, the kiosks have generally not succeeded in extending reliable services in the two compounds studied. This thesis concludes that the Framework fails to capture the importance of resources and culture in the success of service provision to the poor.