Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? Do so-called scorecards or report cards measure public service delivery accurately, or do personal and community...

The most effective regulators in developing countriesare following remarkably similar approaches. The main common element across"best practice"countries is the use of relatively simple quantitative models of operators'behavior and constraints to measure the impact of regulatory decisions on some...