Proportion of population satisfied with the quality of public services accessed (health services, education, population documentation)

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Headline data

16.6.2 Proportion of population satisfied with the quality of public services accessed
Year Value
2010
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
2022
2023

Source:

1.State Chancellery

2.United Nations Development Programme (UNDP)

Geographical Area: The Republic of Moldova, without the left side of the river Nistru and the municipality of Bender

Unit of Measurement: Percent, %

Footnote:

This table provides metadata for the actual indicator available from Moldovan statistics closest to the corresponding global SDG indicator. Please note that even when the global SDG indicator is fully available, this table should be consulted for information on national methodology and other Moldovan-specific metadata information.

Indicator

Indicator 16.6.2: Proportion of population satisfied with the quality of public services accessed (health services, education, population documentation)
Definition and concepts

The indicator measures the satisfaction of the population with the quality of public services, based on the last experience of accessing such services (over the last 12 months) in the following three areas: a) health; b) education and c) public services, named according to the global metadata as „administrative services”. The indicator is based on surveys, which reflect the general perceptions of citizens aged 18 years + based on experiences regarding the availability and quality of services which were effectively provided to survey participants. The respondents are requested to tell about the last experiences in relation to each service and to assess it according to the five „criteria” or standards for a certain service: (1) access, (2) accessibility, (3) quality of facilities, (4) equal treatment, (5) attitude of medical personnel (kindness and treatment), quality of teaching from teaching personnel, promptness in provision of public services. The last question is addressed to respondents about their general level of satisfaction with each of the services.

The questions regarding the health, education and public services may be introduced in existing surveys, using the additional elements from these demographic surveys for subsequent disaggregation of results. This method of „module completion” also allows to cross the levels of satisfactions with other social-economic variables from the wider survey, such as the respondent's health condition. This allows analysing more comprehensively the disparities in service supply and helps to identify the specific factors which influence the level of satisfaction.

Unit of measure

Percent, %
Method of computation

The indicator is calculated in two steps: 1) Calculation of the average score of satisfaction with health, education and public services according to five „criteria” or standards, which are specified below within the definition of this indicator;

2) Converting the average score of health, education, and public services in percentage

Comparability with global indicator

The indicator is fully comparable with the global indicator
Periodicity

Once every 2 years
Data last updated Aug 05, 2024
Metadata last updated Sep 19, 2024

This table provides information on metadata for SDG indicators as defined by the UN Statistical Commission. Complete global metadata is provided by the UN Statistics Division.

Indicator

Indicator 16.6.2: Proportion of population satisfied with their last experience of public services
Target

Target 16.6: Develop effective, accountable and transparent institutions at all levels
UN designated tier

2
Link to global metadata

https://unstats.un.org/sdgs/metadata/files/Metadata-16-06-02.pdf
metadata_fields.goal_meta_link_text

United Nations Sustainable Development Goals Metadata (PDF)
International organisations(s) responsible for global monitoring

United Nations Development Programme (UNDP)

Related indicators

SDG indicator 16.6.2, measured from citizen surveys, is an important complement to other SDG indicators assessing various aspects of public service provision that draw from administrative sources, such as SDG 3.8.1 on coverage of essential health services[1] and SDG 4.a.1 on school facilities[2]. While these indicators focus on similar attributes as those measured by SDG 16.6.2, such as ‘accessibility’ and ‘quality of facilities’, they may not reflect people’s actual experience of education facilities or healthcare services due to the methodological challenges of collecting quality data from administrative sources.

Amongst SDG indicators assessing various aspects of public service provision, indicator 1.4.1, which measures the “proportion of population living in households with access to basic services” has particular relevance to indicator 16.6.2:

• Indicator 1.4.1 measures ‘Access to Basic Health Care Services’ by drawing on readily available data reported on SDG indicator 3.7.1 on access to reproductive health (Proportion of women of reproductive age (aged 15-49 years) who have their need for family planning satisfied with modern methods). Indicator 16.6.2 therefore provides important additional information by (1) broadening the scope of measurement from reproductive health to ‘basic healthcare services’ as internationally defined, and (2) by assessing five key attributes of healthcare service provision not assessed by 1.4.1, namely access, affordability, quality of facilities, equal treatment for everyone and doctor’s attitude, and (3) by using survey data to measure people’s satisfaction with healthcare services based on their last experience.

• Indicator 1.4.1 also measures ‘Access to Basic Education’ by drawing on readily available data reported on SDG indicator 4.1.1 on educational achievements (Percentage of children/young people: (a) in grades 2/3; (b) at the end of primary; and (c) at the end of lower secondary achieving at least a minimum proficiency level in (i) reading and (ii) mathematics). Indicator 16.6.2 therefore provides important additional information by (1) assessing four key attributes of education service provision not assessed by 1.4.1, namely access, affordability, quality of facilities and equal treatment for everyone, and (2) by using survey data (SDG 4.1.1 uses test scores) to measure people’s satisfaction with education services based on their first-hand experience with such services.

Indicator 16.6.2 can also be used to complement SDG target 10.2 on the promotion of the “social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status”, which only has one indicator measuring economic exclusion (SDG 10.2.1 – Proportion of people living below 50 per cent of median income, by age, sex and persons with disabilities). Indicator 16.6.2 therefore provides important additional information to measure progress against this target by providing data on social inclusion.

Similarly, 16.6.2 can also be used to complement SDG target 10.3 on “Ensuring equal opportunity and reduce inequalities of outcome, including by eliminating discriminatory laws, policies and practices and promoting appropriate legislation, policies and action in this regard”, which only has one indicator measuring felt discrimination on various grounds (SDG 10.3.1 Proportion of the population reporting having personally felt discriminated against or harassed within the previous 12 months on the basis of a ground of discrimination prohibited under international human rights law). Thus indicator 16.6.2 provides important additional information to measure progress against this target by helping to identify in which service area the incidence of discrimination is highest.

Finally, SDG 16.6.2, with its focus on ‘accessibility’, ‘equal treatment’ and other important attributes of public services, provides important complementary information to analyze results on SDG 16.5.1 on the ‘Proportion of persons who had at least one contact with a public official and who paid a bribe to a public official, or were asked for a bribe by those public officials, during the previous 12 months’. In other words, people may resort to bribery when the quality of public service provision is too poor, as revealed by SDG 16.6.2.

1

3.8.1 Coverage of essential health services (defined as the average coverage of essential services based on tracer interventions that include reproductive, maternal, newborn and child health, infectious diseases, non-communicable diseases and service capacity and access, among the general and the most disadvantaged population) ↑

2

4.A.1 Proportion of schools with access to: (a) electricity; (b) the Internet for pedagogical purposes; (c) computers for pedagogical purposes; (d) adapted infrastructure and materials for students with disabilities; (e) basic drinking water; (f) single-sex basic sanitation facilities; and (g) basic handwashing facilities (as per the WASH indicator definitions) ↑
Metadata update

2023-03-31

Source 1

Data sources

1) Ad-hoc complementary modules to the Household surveys regarding the living standard (HBS type)

2) Other surveys carried out by different agencies and entities

Data producers

1.State Chancellery

2.United Nations Development Programme (UNDP)

Data providers

1.National Bureau of Statistics
Institutional mandate

State Chancellery
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