Improving Last-Mile Service Delivery using Phone-Based Monitoring
NBER Working Paper No. 25298
Improving “last-mile” public service delivery is a recurring challenge in developing countries. Could the widespread adoption of mobile phones provide a simple, cost-effective means for improvement? We use an at-scale experiment to evaluate the impact of a phone-based monitoring system on a program that transferred nearly a billion dollars to 5.7 million Indian farmers. In selected jurisdictions, officials were informed that program implementation would be measured via calls with beneficiaries. This led to a 3.9% increase in farmers receiving transfers on time, and a 1.5% increase overall. The program was highly cost-effective, costing 3.6 cents for each additional dollar delivered.
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Document Object Identifier (DOI): 10.3386/w25298