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Government at a Glance 2013

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Government at a Glance 2013 provides readers with a dashboard of key indicators assembled with the goal of contributing to the analysis and international comparison of public sector performance. Indicators on government revenues, expenditures, and employment are provided alongside key output and outcome data in the sectors of education and health. Government at a Glance also includes indicators on key governance and public management issues, such as transparency in governance, regulatory governance, new ways in delivering public services and HRM and compensation practices in the public service. While measuring government performance has long been recognized as playing an important role in increasing the effectiveness and efficiency of the public administration, following the economic crisis and fiscal tightening in many member countries, good indicators are needed more than ever to help governments make informed decisions regarding tough choices and help restore confidence in government institutions.

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Responsiveness of public services: Timeliness

Responsive public goods and services explicitly recognise and adapt to the heterogeneity of citizens’ needs. Rather than adopting a one size fits all approach, responsive service providers implement strategies that segment customer bases, as well as establish mechanisms that proactively seek and take into account citizens’ feedback or complaints. In addition, responsive public goods and services seek to be reactive to needs, responding as quickly as possible and minimising delays. Timeliness of service delivery therefore stands out as a responsiveness indicator that particularly affects citizens’ confidence in the ability of public services to meet their needs.

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