Knowledge Note

This note provides practical advice on how to adopt a human rights-based assessment for the design, strategy, and implementation of service delivery by citizen service centers. Designed for World Bank teams conducting preliminary assessments, the tool presented here can also beuseful to clients such as citizen service center managers to deepen their understanding of the value of a human rights based assessment and to improve the quality, accessibility, and effectiveness of service delivery. The tool consists of an introduction to the human rights-based approach (HRBA), its relevance to citizen service centers, rationales for adopting the approach, and a 20-question survey instrument.

About the Presenters

Pfeil Helene

Schoot Berenike

Agarwal Sanjay