| |
Crisis |
Rebuild & Reform |
Transition |
Transformation |
Resilience |
| Access to Infrastructure |
Roads and power supplies either do not exist or are severely damaged. Limited water access. Some telecommunications systems operating |
Basic infrastructure is beginning to be put in place over wider geographic areas. Coverage has increased |
Access to basic infrastructure (energy, roads, water) is available, but mainly in urban areas |
An enabling environment has been created for business development, including laws, regulations and macroeconomic stability |
The road and telecommunications networks connect major population centers in the country. Water and Energy are widely available and not excessively expensive |
| Service Delivery |
The state does not play an effective role in the provision of public services, with international organizations dominating this area; widespread lack of access to necessary basic services and high disparities and inequalities exist |
Many still lack access to basic services such as clean water, and energy; significant inequalities and regional imbalances exist in core service delivery |
The state has begun to provide some basic services, although international organizations continue to implement some programs |
There has been some decentralization to increase access to basic services throughout the whole country; some operations are beginning to produce and deliver services relatively efficiently. |
The state generally remains a major provider for some basic services in the country, with private participation in several sectors and in some regions. |
| Service Quality |
Service availability is highly irregular: performance measured in hours of service per week |
Service availability is intermittent, with periodic outages |
Service availability has improved, although the complaint systems of service-providers are poorly managed |
Service quality has continued to improve; operators are relatively responsive to citizen concerns |
The customer is viewed as “the reason” for infrastructure firms to exist. Service quality is high. Utilities seek cost-effective ways to maintain high quality |
| Information Systems and Benchmarking |
Infrastructure managers do not collect key performance indicators (KPIs); information systems are non-existent. |
Operating and financial data are collected, but information silos in organizations limit the timeliness and decision-relevance of such information |
Regular data collection, authentication, and reporting; Data are beginning to be used by managers to improve operations and by regulators to evaluate performance |
Information systems result in the regular reporting of key performance indicators to those providing oversight and to the public in general |
Key performance indicators are used to identify performance trends, identify high and weak performing areas, and to establish incentives for meeting targets |
