The Contribution And Challenges Of Service Delivery Reform To Promote Good Governance: A Case Of Addis Ababa
| Title | The Contribution And Challenges Of Service Delivery Reform To Promote Good Governance: A Case Of Addis Ababa |
| Publication Type | Journal Article |
| Year of Publication | 2011 |
| Authors | Lemma, M, Alemu, T |
| Journal | Ethiopian Journal of Public Management and Development (EJPMD) |
| Volume | 2 |
| Issue | 1 |
| Date Published | 12/2011 |
| Keywords | Commitment, Efficiency And Effectiveness., Good Governance, Participation, Responsiveness, Service Delivery Reform, Transparency |
| Abstract | In the early days of EPRDF-rule the Ethiopian Civil Service was found to be nontransparent,
poor in capacity and manpower base; and non-responsive to the public demands.
Having under taken an extensive study of the problem in the sector, the Ethiopian Government
launched a civil service reform program. One of the key areas in this reform is service deliver
reform, which has been identified as the major concern of the government to promote good
governance as a mechanism of achieving economic development. However, the administrative
commitment to reform is often criticized as insufficient, since many institutions are operating
under poor conditions, the staff in many offices are not consulted and motivated; and clients’
interests are not taken into account. This signifies the need to conduct a research in the area.
Consequently, the major purpose of this study was to evaluate the contribution and challenges of
service delivery reform in promoting good governance in woredas of Addis Ababa City
Administration. It was conducted by using descriptive method of research wherein 840
respondents were taken as a sample by using both probability and non-probability sampling
techniques. Subjects participated in this study include office heads, woreda experts and service
users found on the spot. Data were collected through questionnaire, focus group discussions,
and examinations of secondary documents; processed and analyzed by means of descriptive
statistical tools. The study revealed that indicators of good governance (participation,
transparency, responsiveness, efficiency and effectiveness) are being -to some extent- positively
affected due to the introduction of the reform. However, reform implementation is restrained by
various factors like lack of: consultations in decision-making, commitment, and effective
incentives for employees’ performance. Finally, mobilization of additional resources through
public participation, collaborative and close consultations with residents in decision-making are
some of the possible solutions suggested.
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