The Contribution of Service Delivery Reform in Promoting Good Governance Principles: The Case of Ministry of Trade and Industry
| Title | The Contribution of Service Delivery Reform in Promoting Good Governance Principles: The Case of Ministry of Trade and Industry |
| Publication Type | Journal Article |
| Year of Publication | 2011 |
| Authors | Beyene, ZSamuel |
| Journal | Ethiopian Journal of Public Management and Development (EJPMD) |
| Volume | 2 |
| Issue | 1 |
| Date Published | 12/2011 |
| Keywords | Accountability, Efficiency, Good Governance Principles, Service Delivery Reform, Transparency |
| Abstract | Given the deep-rooted problems in the Ethiopian civil service system, the implementation of
Service Delivery Reform (SDR) is imperative and indispensable. The government of Ethiopia has
undertaken SDR that sought to contribute to the promotion of good governance principles
including efficiency, transparency and accountability. The study takes the Ministry of Trade and
Industry (MoTI) as a case with the objective of examining the extent to which SDR has
contributed in promoting principles of good governance. To achieve this objective, data was
collected through self – administered questionnaire from 100 customers and 30 employees. In
addition, an interview was conducted with 7 different level officials. Secondary data was also
collected from different sources including Registration and License Department and Compliant
Handling Office of MoTI. The finding of the study reveals that MoTI is achieving a promising
improvement in service delivery system that has ultimately contributed to the promotion of good
governance principles. In order to augment the impetus of the SDR in a way that it contributes
further to the promotion of good governance principles, it is recommended that MoTI should
strive to integrate its services under the e-Services program that would allow clients to access
services electronically without being constrained by distance and working hours.
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