Improving last-mile service delivery using phone-based monitoring

K Muralidharan, P Niehaus, S Sukhtankar… - American Economic …, 2021 - aeaweb.org
American Economic Journal: Applied Economics, 2021aeaweb.org
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 …
Abstract
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. (JEL O13, O33, Q12, Q18)
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