| Dimension of Impact | Indicator |
|---|---|
| Cost of Availing Service (Measured Directly) |
Number of trips made for the service |
| Average travel cost of making each trip | |
| Average waiting time in each trip | |
| Estimate of wage loss due to time spent in availing the service | |
| Total time elapsed in availing service | |
| Amount paid as bribe to functionaries | |
| Amount paid to agents to facilitate service | |
| Overall Assessment | Preference for manual versus computerized systems |
| Composite score: Measured on a 5-point scale factoring in the key attributes of a delivery system that are seen as being important by users | |
| Quality of Service | Interaction with staff, complaint handling, privacy, accuracy measured on a 5-point scale |
| Quality of Governance | Transparency, participation, accountability, corruption measured on a 5-point scale |
