Infrastructure Performance

  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