Public Management and Policy
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Item Branch Banking Expansion: Opportunities and Challenges (The Case of Dashen Bank S.C)(A.A.U, 2022-11-06) Yabebal Gete; Jemal Abagissa (PhD)Opportunities and challenges of branch expansion practice expected benefits with an outlay of costs; the Dashen needs to manage it carefully as it was detrimental effect on its entire performance and profitability eventually. The types of data used were both primary and secondary as the research design employed was mixed-method (Qualitative and quantitative) approach. A questionnaire derived from prior studies and relevant literatures is completed by the target employees of Dashen bank. A total of 95 questionnaires were distributed to Dashen bank head office and Addis Ababa district area employees holding managerial & higher positions, of this is considered in the unit of analysis of this study. Descriptive methods were used to analyze the effect, relationship and significant level of selected opportunities (economic factors, government policy and leadership) and challenge factors (cost, location & competition) with the Dashen bank‘s branch expansion. The variables were banking branch expansion dependent variable and opportunities economic, government policy and leadership and challenging factors cost, location and competition are independent variables and confirms reliable fulfilling the minimum 70% requirement of Cronbach‘s alpha value. Analysis of this study, respondents agreed with the three opportunity factors (Economic, government and leadership) are positive impact on branch banking expansion of the Dashen bank However based on their level of rating, leadership role took the high-side followed by economic factors & government policies. Similarly, respondents had agreed that all the three challenging factors (economic, location and competition) have initially negative effects on expanding of the Dashen bank branches, with the leading factor as location followed by cost of expansions. It is highly recommended to pursue the momentum of committed management and strong strategic planning mechanisms for an effective branching of the Dashen Bank and to reduce the location problem the bank use preliminary study about the area and as much as possible the bank minimize branch costs.Item Practices and Challenges of Balanced Scorecard Implementation: The Case of AkakiKality sub-city Woreda 07 in Addis Ababa(A.A.U, 2023-07-25) Tomas Tamiru; BirhanuTemesgen (PhD)BSC was introduced in Ethiopia following the civil service reform in 2010. This study asses the practice and challenges of BSC implementation. The study was conducted in Akaki Kality sub city woreda 07 administration office. The woreda have a total of 374 employees. Among them 13 of them are top level and 25 of them are middle level management and 338 officers and supportive staffs. A total of 130 questioners are distributed and111 of the questionnaires were filled and returned .Information is collected through document review, questionnaire and interview with 10 employees and managements as well as observation of the student researcher .Data’s from the questionnaire are analyzed through SPSS version 26 and interpreted. According to the study BSC have many outcomes such as creating coordination between management and employees which create clarity of organizational vision. It also gives a sense of responsibility among the employees .In addition it enables the employees to perform well due to training and development. Furthermore it reduce cycle time of work done so that it creates ability to perform more work than before and to serve more number of customer. Currently there are some limitations in the woreda which hinders the practice of BSC implementation. Those limitations includes shortage of BSC experts , information technology expertise ,redundancy and complexity of the measurement practice, poor commitment, shortage of office infrastructures and the like are the major ones. To acquire the desired outcome as it is expected integration of other systems, commitment of the management and employees, simplifying the performance measure system, automating the system with information communication expertise, continuous professional development and training is requiredItem The assessmentof Procurement Planning and Implementation on Organizational Performance: the Case study of ETHIOPOST (EP)(A.A.U., 2023-01-04) Yohannes Abatneh; Jemal Abagissa (PhD)The main aim of this study was to examine the practices in procurement and their effects to organizational performance. The study based on the assumption that proper inventory management; procurement monitoring, procurement controls, procurement planning, as well as training of workforce can result to better organizational performance. Descriptive research design was followed. The target population of the study was the employees working at the department of procurement from which primary data was collected using structured questionnaire. Data analysis was done using descriptive and regression methods. The study had adopted procurement practices to a moderate extent. It further found out that procurement planning and training workforce are important in influencing the organization’s performance.. Therefore, recommends that the key procurement actors should come up with viable ways of managing procurement process. Revitalization of the entire procurement process should be a requirement as it can help in ensuring that organizations embrace modern technological ways and trends in handling and addressing procurement issues.The target populations were 35 staffs who are working on procurement core process and End users of different departments in ETHIOPOST. Procurement, Planning, Implementation,Organizational performanceItem A Critical Analysis of The Practice of Fiscal Federalism In Ethiopia: The Case of Oromia and Afar Regional States (1991–2015)(AAU, 2023-06-10) Samson Mesfin; Tegegne Teka (PhD)The main objective of this dissertation was to assess the practices of fiscal federalism in Ethiopia (1995- 2015) with reference to Federal-Regional interface and Woredas (districts) context by selecting two Regional States; namely Oromia (representing the relatively 'developed regions') and Afar (representing the 'emerging regions'). The study employed more of qualitative research approach to achieve the objective mentioned above. Both Primary and secondary data sources were used in gathering relevant data for the study. The techniques that have been used for gathering primary data are in-depth interview and discussion with key-informants at all levels of governments focusing on group discussion with local communities and field observation. Secondary data were gathered from published and unpublished materials available in various forms including books, journal articles and official annual reports of government institutions at federal, regional and local levels. The study also reviewed the experiences of some federal countries around the world on the issue of fiscal federalism with the aim of obtaining best practices and use as input in modifying the decentralized fiscal system of Ethiopia. To analyze the date gathered through above means, the study employed both qualitative and quantitative methods of data analysis. The findings of the study indicated that the Constitutional assignment of expenditure responsibility in Ethiopia is more or less in compliance with the theoretical literature of fiscal federalism while the assignment of taxation power does not agree with the theoretical and empirical literatures of fiscal federalism. The practice, however, shows lack of clarity on the assignment of power and fiscal responsibilities, particularly on shared responsibilities. As the result, it creates duplication and overlapping responsibility problems and may lead to conflict between federal and regional governments as well as regional and local governments. The findings also show that the devolution of expenditure responsibilities to the sub-national governments (SNGs) is not accompanied by adequate financial resources, resulting in high vertical and horizontal fiscal imbalances in Ethiopia. As the result, SNGs in Ethiopia rely heavily on federal transfers to cover the costs of the functions that devolved to them by laws. This, in turn, limits the fiscal autonomy of authorities at sub-national levels, which adversely affected the efficiency of public service delivery and accountability at the grass root levels. Overall, the study found out that there are several problems and challenges faced while implementing fiscal decentralization at sub-national levels in Ethiopia. It includes lack of clarity in the assignment of power and fiscal responsibilities, particularly on shared responsibilities; lack of fiscal autonomy due to insufficient own revenues; weak administration and institutional capacity. This happened because of lack of trained and experienced human resources; poor political willingness and commitment of authorities at higher level to devolve taxing and spending powers in real sense; as well as lack of a stable, predictable and transparent intergovernmental fiscal transfer system. Thus, the research recommends that the federal government should give more emphasis to enhance the fiscal autonomy of sub-national governments so as to realize the potential benefits of effective fiscal federalism in EthiopiaItem A Critical Analysis of the Practice of Fiscal Federalism in Ethiopia: the Case of Oromia and Afar Regional States (1991–2015)(AAU, 2023-06-10) Samson Mesfin; Tegegne Teka (PhD)The main objective of this dissertation was to assess the practices of fiscal federalism in Ethiopia (1995- 2015) with reference to Federal-Regional interface and Woredas (districts) context by selecting two Regional States; namely Oromia (representing the relatively 'developed regions') and Afar (representing the 'emerging regions'). The study employed more of qualitative research approach to achieve the objective mentioned above. Both Primary and secondary data sources were used in gathering relevant data for the study. The techniques that have been used for gathering primary data are in-depth interview and discussion with key-informants at all levels of governments focusing on group discussion with local communities and field observation. Secondary data were gathered from published and unpublished materials available in various forms including books, journal articles and official annual reports of government institutions at federal, regional and local levels. The study also reviewed the experiences of some federal countries around the world on the issue of fiscal federalism with the aim of obtaining best practices and use as input in modifying the decentralized fiscal system of Ethiopia. To analyze the date gathered through above means, the study employed both qualitative and quantitative methods of data analysis. The findings of the study indicated that the Constitutional assignment of expenditure responsibility in Ethiopia is more or less in compliance with the theoretical literature of fiscal federalism while the assignment of taxation power does not agree with the theoretical and empirical literatures of fiscal federalism. The practice, however, shows lack of clarity on the assignment of power and fiscal responsibilities, particularly on shared responsibilities. As the result, it creates duplication and overlapping responsibility problems and may lead to conflict between federal and regional governments as well as regional and local governments. The findings also show that the devolution of expenditure responsibilities to the sub-national governments (SNGs) is not accompanied by adequate financial resources, resulting in high vertical and horizontal fiscal imbalances in Ethiopia. As the result, SNGs in Ethiopia rely heavily on federal transfers to cover the costs of the functions that devolved to them by laws. This, in turn, limits the fiscal autonomy of authorities at sub-national levels, which adversely affected the efficiency of public service delivery and accountability at the grass root levels. Overall, the study found out that there are several problems and challenges faced while implementing fiscal decentralization at sub-national levels in Ethiopia. It includes lack of clarity in the assignment of power and fiscal responsibilities, particularly on shared responsibilities; lack of fiscal autonomy due to insufficient own revenues; weak administration and institutional capacity. This happened because of lack of trained and experienced human resources; poor political willingness and commitment of authorities at higher level to devolve taxing and spending powers in real sense; as well as lack of a stable, predictable and transparent intergovernmental fiscal transfer system. Thus, the research recommends that the federal government should give more emphasis to enhance the fiscal autonomy of sub-national governments so as to realize the potential benefits of effective fiscal federalism in EthiopiaItem The Role of Good Governance on Promoting Urban Development in the Public Sector Governance: In Woliso Town Public Sector Governance(AAU, 2022-12-10) Gemechu Kebede; Meheret Ayenew (PhD)This study aimed at finding out the role of good governance in promoting urban development in Woliso town public institutions.. The methodology used to conduct this study was quantitative research design where purposive sampling method was employed to select respondents. Questionnaires were made use of to gather raw data from the respondents. Secondary data was also used. The data was analyzed by using, data analysis software SPSS version 20 and presented using tables. The study found that good governance has role in promoting urban economy development and urban social development. It was also revealed that good governance has impact on urban development. The study recommended that, In order to promote urban development and bring fast and sustainable urban economic development, public institution should give due attention to the role of good governance. Since participation plays a central role in urban economic development, public institutions should create conducive environment for community participation. It was also suggested, building the capacity of human resources through education and training, providing good governance and the policy should create strong relationship or nexus between Good governance and urban developmentItem A Critical Assessment of the Practices of Fiscal Federalism in Ethiopia: The Case of Oromia and Afar Regional States (1991–2015)(AAU, 2023-06-23) Samson Mesfin; Dr. Tegegne TekaThe main objective of this dissertation was to assess the practices of fiscal federalism in Ethiopia (1995- 2015) with reference to Federal-Regional interface and Woredas (districts) context by selecting two Regional States; namely Oromia (representing the relatively 'developed regions') and Afar (representing the 'emerging regions'). The study employed more of qualitative research approach to achieve the objective mentioned above. Both Primary and secondary data sources were used in gathering relevant data for the study. The techniques that have been used for gathering primary data are in-depth interview and discussion with key-informants at all levels of governments focusing on group discussion with local communities and field observation. Secondary data were gathered from published and unpublished materials available in various forms including books, journal articles and official annual reports of government institutions at federal, regional and local levels. The study also reviewed the experiences of some federal countries around the world on the issue of fiscal federalism with the aim of obtaining best practices and use as input in modifying the decentralized fiscal system of Ethiopia. To analyze the date gathered through above means, the study employed both qualitative and quantitative methods of data analysis. The findings of the study indicated that the Constitutional assignment of expenditure responsibility in Ethiopia is more or less in compliance with the theoretical literature of fiscal federalism while the assignment of taxation power does not agree with the theoretical and empirical literatures of fiscal federalism. The practice, however, shows lack of clarity on the assignment of power and fiscal responsibilities, particularly on shared responsibilities. As the result, it creates duplication and overlapping responsibility problems and may lead to conflict between federal and regional governments as well as regional and local governments. The findings also show that the devolution of expenditure responsibilities to the sub-national governments (SNGs) is not accompanied by adequate financial resources, resulting in high vertical and horizontal fiscal imbalances in Ethiopia. As the result, SNGs in Ethiopia rely heavily on federal transfers to cover the costs of the functions that devolved to them by laws. This, in turn, limits the fiscal autonomy of authorities at sub-national levels, which adversely affected the efficiency of public service delivery and accountability at the grass root levels. Overall, the study found out that there are several problems and challenges faced while implementing fiscal decentralization at sub-national levels in Ethiopia. It includes lack of clarity in the assignment of power and fiscal responsibilities, particularly on shared responsibilities; lack of fiscal autonomy due to insufficient own revenues; weak administration and institutional capacity. This happened because of lack of trained and experienced human resources; poor political willingness and commitment of authorities at higher level to devolve taxing and spending powers in real sense; as well as lack of a stable, predictable and transparent intergovernmental fiscal transfer system. Thus, the research recommends that the federal government should give more emphasis to enhance the fiscal autonomy of sub-national governments so as to realize the potential benefits of effective fiscal federalism in Ethiopia. Fiscal Federalism, Assignment of expenditure, taxing responsibility, vertical fiscal imbalance, Fiscal autonomy and Intergovernmental fiscal transferItem The Role of Good Governance on Promoting Urban Development in The Public Sector Governance: In Woliso Town Public Sector Governance(AAU, 2022-12-05) Gemechu Kebede; Meheret Ayenew (Phd)This study aimed at finding out the role of good governance in promoting urban development in Woliso town public institutions.. The methodology used to conduct this study was quantitative research design where purposive sampling method was employed to select respondents. Questionnaires were made use of to gather raw data from the respondents. Secondary data was also used. The data was analyzed by using, data analysis software SPSS version 20 and presented using tables. The study found that good governance has role in promoting urban economy development and urban social development. It was also revealed that good governance has impact on urban development. The study recommended that, In order to promote urban development and bring fast and sustainable urban economic development, public institution should give due attention to the role of good governance. Since participation plays a central role in urban economic development, public institutions should create conducive environment for community participation. It was also suggested, building the capacity of human resources through education and training, providing good governance and the policy should create strong relationship or nexus between Good governance and urban development.Item The Achievements and Challenges of 20/80 Condominium Housing Project in Lemi Kura Sub-City, The Case of Yeka Tafo Site, Addis Ababa Ethiopia(A.A.U, 2022-06) Nigussie, Getaneh; Abagissa, Jemal (Phd)The study achieved its goals by offering answers to the fundamental questions. The purpose of this research is to evaluate the accomplishments and challenges of the 20/80 Condominium Housing Project in Lemi Kura Sub-city, with a focus on the Yeka Tafo site in Addis Ababa, Ethiopia. For the study's completion, both primary and secondary data were gathered. Data was collected through structured questioners, interviews, and an office document review, all of which were created using factors described in the literature. A total of 180 questionnaires were distributed, with 174 respondents filling them out and returning them, accounting for 96.6 percent of the total. In addition to the surveys, interviews were performed with eight members of the client's management team, as well as a consultant and a contractor from the project office and all of them were interviewed. Furthermore, secondary data were collected from Addis Ababa housing project office five years annual plan of 20/80 Condominium housing project and the study area of project sites, central statistical agency, five years infrastructures plan and population project for Ethiopia. The reason why the researcher used different data sources was to increase the reliability and validity of data. This in turn enhances the quality of the research findings up which the conclusion can be drawn made. The data collected was examined using both quantitative and qualitative methods. The frequency and percentage techniques were utilized to examine the data using SPSS software. The analysis determined whether the government meets its goal of constructing 20/80 condominium housing units in the Lemi kuria sub-city on the yeka tafo site. Categorize the key factors that affect the project's time, cost, and quantity performance. According to the results of the open ended question, the majority of respondents believed that the project did not achieve its set objectives because of untimely release of funds, poor construction process follow-up, poor management system, inaccessibility of construction materials related to supply, transportation, and delivery for the project, and corruption. In general, but especially vital, all project participants must coordinate their efforts to build a large number of dwellings in order to create a more developed housing delivery system. Due to the increase in population, the demand for housing in the city is currently very strong. As a result, all interested parties should support the condominium housing project's construction in order to realize the project's objectives. Finally, this research offers its own recommendations for improving the project's performance. Key words: project Performance, time, cost and quantity factor.Item The Relationship between Transformational Leadership, Public Service Motivation, Affective Commitment and Organizational Performance in Public Service Employees Transport Service Enterprise (PSETSE)(A.A.U, 2021-10) Molla, Tesfaye; Temesgen, Berhanu (Dr.)This study examines the relationship between transformational leadership, affective organizational commitment, public service motivation, and perceived organizational performance. A structural equation modeling was used to examine the perceptions of 112 public employees in Ethiopian Public Service Employees Transport Service Enterprise. The result indicates that transformational leadership has a positive, significant but medium relationship with perceived organization performance, affective organizational commitment, and public service motivation. It is also found that transformational leadership has a positive effect on AOC, PSM and POP. However, the level of influence slightly differs. It is revealed that 29.6%, 41.6% and 23.5% of change on civil servant’s perceived organizational performance, affective organizational commitment, and public service motivation respectively is explained by the variation in the transformational leadership at the Enterprise. It is found that affective organizational commitment has significant contribution in the improvement of organization performance at Enterprise. The result also indicated that public service motivation has a significantly positive relation with and impacts on both perceived organizational performance and affective organizational commitment. In all these cases, however, the relationships and effects are found to be moderate except transformation leadership with public service motivation. Affective organizational commitment and public service motivation have mediating effect on perceived organizational performance albeit the indirect effect is weak. It is also found that none of the control variables (gender, age, marital status, educational background and work experience) has any significant effect on affective organizational commitment, public service motivation, and perceived organizational performance. It is possible to conclude that transformational leadership does play an important role in determining the levels of perceived organizational performance, both directly and indirectly, but only at medium level. Thus, in order to elevate its effects to a higher level, sustained and long-term management development programs should be designed to promote the existing status of transformation leadership at Enterprise; and the level of centralization, formalization and routinization should also be reduced.Item Double Taxation Avoidances Treaty on Tax Revenue Collection: The Case Large Taxpayer Offices, Ministry of Revenue(A.A.U, 2021-12) Fana, Dereje; Berhanu, Elias (Dr.)The purpose of this study was to identify the challenges of double taxation avoidances agreement on tax revenue collection and its impact on the current capability of minister of revenue. The study specifically aimed at assessing lack of capacity and the technical problems which are critical for efficient tax revenue performances. The study used a closed ended questionnaire and open-ended interview to collect primary data. Descriptive statistics was used to analyze frequencies, and percentages. Data analysis was conducted using Statistical Package for Social Sciences (SPSS). The study findings were presented using tables and figures. The findings revealed that The complexity of accounting resources, the technical problem with permanent establishment, lack of joint effort, the complexity in substantive provision of the treaties, treaty shopping, lack of proper capacity and experiences can cause the tax collected become very low from what expected from the potential of the economy currently (the tax to GDP ratio is around 10%) which is very far from most African country. modern tax administration expected to be efficient in many perspective while the joint effort between stockholders is not sufficient to tackling treaty related difficulties (outdate treaties) in such a way it can affect the tax sovereignty and make the tax revenue collection difficult finally, the government especially (Ministry of revenue) needs to give emphasis on building its tax training center, change the compliances level of taxpayers to improve its tax performances and create ease of doing business for taxpayers. The study concluded that based on the findings and suggest recommendation based on the conclusions made.Item The Practice and Challenges of E-Tax Implementation in Ethiopia: The Case of Ministry of Revenue (MOR) Large Taxpayers Office(A.A.U, 2021-08) Tamiru, Anteneh; Berhanu, Elias (Dr.)Electronic filing is the process of submitting tax returns via the internet. It allows taxpayers to file taxes from home at their leisure and returns refunds much faster than by filing paper tax forms.The goal of this study was to look into the prospects and challenges of e-filing major tax payers in Ethiopia. To accomplish this goal, descriptive study was conducted using a Likert scale questionnaire and interviews from the Ethiopian Ministry of Revenue Large tax payer’s office. A systematic sample technique was employed on 260 tax payers. The data was analyzed and interpreted accordingly. According to the study, some of the practical challenges that taxpayers face when using e-filing include unreliable e-filing service, system inefficiency because it isn't fully operational, and e-filing isn't well supported by an e-payment supplementary system, so taxpayers are still forced to visit the tax office. The findings revealed that electronic tax filing systems improve tax payer satisfaction and save time by avoiding emotional stress caused by long lines, as well as making them more efficient and effective because they can administer their own taxes and create flexibility in recording tax credits and refunding tax at any time. The study advised that the tax authorities improve the quality of the system by offering an electronic registration, clearance, and payment method.Item An Analysis of the Performance of Women’s Entrepreneur in Micro –and Small -Enterprises in Gulele Sub-City of Addis Ababa: Challenges and the Way Forward(A.A.U, 2021-09) Mesfin, Saba; G/Hiwot, Friehiwot (PhD)Micro- and Small Enterprise (MSEs) are becoming important areas of emphasis for many developing countries in general and to Ethiopia in particular, primarily for their immense potential as a source of employment given that there are a many factors that affect their performance. In Ethiopia, the problems related to the growth of MSEs in different parts of the country in general, and in Gulele sub-city in particular face a high rate of failure because most MSEs operate along traditional lines in production and marketing. The purpose of this study was to analyze the factors that affect performance of women’s entrepreneurs’ in micro and small enterprises in the above mentioned Sub-City. The study used descriptive research design. The total sample size was 155 respondents. The data analysis was processed by IBM- SPSS statistical software version 20 and the data analysis was performed using descriptive statistics. The study found that women entrepreneur’s performances in MSEs were constrained by economic factors, social factors and institutional factors. In addition, sseverity rank test result indicated that economic factors are Sever than institutional and social followed by the legal & administrative and social factors. Therefore, financial institutions need to be set up revolving fund aimed at incubating and help grow business of women entrepreneurs in Addis Ababa so they will be economically empowered and able to contribute to the development of the country. Key words and phrases: Women Entrepreneurs, Micro & Small Enterprises, PerformanceItem The Role of Budgeting, Budgetary Control and Implementation for the Performance of Addis Ababa City Administration(A.A.U, 2021-05) Zegeye, Etalem; Berhanu, Elias (PhD)The aim of this study was to examine the role of budget planning and preparation, budget utilization and implementation, budget monitoring and control, and budget evaluation on the performance of the Addis Ababa City Administration. To realize this target a study used descriptive and explanatory (mixed) design, where both qualitative and quantitative methods were used in the study. In this thesis, a descriptive and inferential statistical analysis of correlation and regression analysis has been used and SPSS package version 25 was used to process the data analysis. Interpretation and discussions were made on the basis of results from the analysis. Reliability was assessed using Cronbach’s alpha coefficient of internal consistency. The study revealed the determinant factors that had a significant role in the performance of Addis Ababa City Administrations were Plan and Budget Preparation, Budget Utilization and Implementation, Budgetary Control and Monitoring, Budget Evaluation. The study also revealed the overall bundles, as well as the individual practices; significantly contribute to the performance of the Addis Ababa City Administration. Finally, the study recommends AACA to build effective linkage of strategic plan and budget, involving all staff or functions of the organization in budget preparation, engage all the organization key stakeholders in budget preparation decisions, recruit enough number budget and planning officers who have adequate knowledge and skill to prepare and plan budget effectively, the budget demand prepared by the office is should be based on approved plans and programs, build strong budget control mechanism, timely, explanatory, and complete budget utilization report, budget policies that monitor budget spending, the management should be well committed toward budget control and objectives, the organization’s budget deviation should be reported to the budget committee and should have regular follow up on budget plans by the budget committee.Item Assessment of COVID-19 on NGO Operations :The Case of Hamlin Fistula Ethiopia(A.A.U, 2021-06) Worku, Sara; Berhanu, Elias (PhD)The Corona Virus Pandemic-COVID-19 has remained a major threat to mankind around the globe costing over four millions of lives. Apart from the cost of life it affected, its effect on regional and global development is also immense and is leading to socio-economic crises.It follows that taking one of the humanitarian organization, one with ample exposure and expertise in the sector, a study that can adequately respond to various queries emanating in non-governmental organization has been needed. As such the study is believed to showcase the underlying challenges observed in the area following the COVID-19 Pandemic. It follows that with the intent of examining the effect brought about following the pandemic, this study was conducted taking fouryears’ data extending from April 2017 to April 2021. Employing a mixed research design, the study made use of an in-depth interview from target participants and secondary data attesting its performance trend 3 years before the onset of COVID-19. The set of questionswere meant to assess the effect of COVID-19 on the finance and funding of HFE (an NGO); the effect on its overall performance that includes the challenges brought about on employees financial and non-financial rewards; and possible interventions taken by the organization were considered.The study found out that the pandemic has severely affected donation in response to which the organization had made a cost cut approach that has directly affected running cost and capital budget. Comparatively, prevention activities were the most affected. The organization hibernated (suspended) its activities in outreach centers, and changed at least one of its strategic plans as was seen with interruption of 18 months’ campaign of identifying as many obstetric fistula patients as possible from the rural regions and doing repair surgeries for them. New staff recruitment was frozen and benefits of all employees were stopped. COVID-19 prevention protocol, preventive kits (masks, sanitizer, more washing facilities) for the staff, cost saving measures, screening procedures and setting up a treatment facility for moderately sick employees were among the measures taken to minimize the effect of the pandemic on the staff.A more comprehensive study with variables tailored to collect the effect of the pandemic from the employees’ perspective, involvement of more people in the interview from other sections, and an ongoing assessment of the effect of the pandemic on the organization are recommended to help fully understand the effect. Key terms: Corona Virus Disease -19 (COVID-19), Economic Effect, Hamlin Fistula Ethiopia (HFE), outreach centers, strategic plan.Item Service Delivery Reform Tools: The Case of Citizen’s Charter in Bole Sub City(A.A.U, 2021-10) Tilahun, Mikias; Abagissa, Jemal (Phd)The study was conducted on the Public Service Delivery reform tools: the case of Citizen’s Charter in Bole sub city. The main purpose of this study is to map the achievement and challenges of citizen’s charter in Addis Ababa city government the case of Bole sub city and to map citizen’s level of satisfaction with services after the implementation of the citizen’s charter in the sub city. For the purpose of the study the researcher collected both the primary secondary data from different sources especially, from the sub city’s land management and administration office in order to assess the overall practice of the charter. The primary data was collected by using a questionnaire for the customers of the office and interview conducted with the concerned bodies of the office. In this study, the survey method is applied by using quantitative method and in a descriptive way and qualitative method for interview part of the study. The correlation results of the study revealed that, all dimensions (principles of the charter) have a significant and positive relation with customer’s satisfaction. Given the overall performance of the institution, the change does not mean that the reform process will be carried out efficiently and effectively. Although the institute is relatively tries to be transparent and accountable in the implementation of the basic process change study, rent seeking attitudes and practices are widespread, according to study participants and office staffs. Based on the findings of the study, the researcher points out different solutions in order to resolve the problems faced by the office including: providing technology based services on the service delivery, provision of superior service, testing institutional work culture and effectiveness, conducting periodic surveys to determine the status of service delivery improvements, making the reform tool to be continuous, conducting experiences with other institutions and capacity building of employees. Key words: Citizen’s charter, Reform, Public Service, Customer satisfaction, quality servicesItem Challenges of Sebeta Urban Plan Implementation(A.A.U, 2021-09) Leta, Ebissa; Gebrehiwot, Frehiwot DrSebeta has long history about its originated when the researcher access its back ground. So, Sebeta city has got a structure plan in 2007. The prepared plan was forwarded to guide and make very fast its economic development of the city for 10 years, 2017. However, the prepared structure plan has a multi challenged problem. There are complaints from various societies that there is poor structure plan implementation in the city. As a result, the land resource of the city was extravagantly utilized and exposed for wastage by the technical staff, administrators /especially kebele leaders/ and brokers. Furthermore, the plan was subjected to modification before its planning period. Hence, the above mentioned problems have made force to do the researcher to make research on this topic. Thus, the general objective of this study is to examine the major problems associated with the implementation of the Sebeta city structure plan and to identify the problem that affect the proper implementation of the development plan with particular attention to its technical aspects. Accordingly, to look into the issue deeply, the study used qualitative research approach. Relevant data were gathered from stakeholders by using interview as a major data gathering tool. The finding of the study disclosed that the structure plan was not properly implemented and lacked plan evaluation, monitoring. Hence, one can easily see irregular and irrational development as well as incompatible land uses in the Sebeta city. The cause for the poor plan implementation was spread out from both the plan preparation and its implementation. Therefore, although the Administration has taken some measures to alleviate the poor plan implementation, it could not consider as enough action. Up on the findings the researcher has forwarded the following recommendations: preparing implementation guidelines, providing capacity building and performing periodic monitoring and evaluation, preparing action area plan, and implementation phase and correct the problem of compensation payment practice that raised from land owners/ native farmers/ and etc. Based on the findings, the researchers have forwarded the following recommendations: preparing implementation guidelines, providing capacity building and performing periodic monitoring and evaluation, preparing an action area plan, and implementation phase, and correcting measures. Key words:-Challenges of urban Plan implementation.Item The Influence of Quality Public Service Delivery on Customer Satisfaction: The Case of Federal High Court to Lideta Bench(A.A.U, 2021-09) Derese, Rahel; Temesgen, Berhanu (PhD)This research examined the Influence of quality public service Delivery on customer satisfaction in the case of FHC of Lideta bench. Service quality has been defined as a difference between customers' service perception and expectations. The main objective of this study was to assess the influence of Quality Public Service Delivery on Customer Satisfaction, to conduct this study the data was collected through questionnaire from a sample of 80 major customers of Federal High court of lideta branch. These respondents were selected using standard sampling method. The data collected from the questionnaire were analyzed using Descriptive Statistical tools such as frequency, percentage, mean, and standard deviation. The results of this study indicates that bench do not do something by a certain time and providing service to its customer at the time they promise to do so most of customers are not believed that Employees of the bench know the customers’ needs and not able to communicate effectively with the court customers. Concerning to the satisfaction level of customers the result shows that the customers did not satisfied with the court complete range of service and overall service provided by the bench. Therefore, it is recommended that the leaders of Federal high court must be improve dimensions of service quality and make efforts to improve them in order to have better performance that would lead to higher perceived service quality and customer satisfaction.Item An Inquiry to Transform Servant Governance in Ethiopia a Structural Equation Modeling Approach(A.A.U, 2020-12) Ibrahim, Adem; Teka, Tegegne (PhD)A remarked paradigm shift of Public Administration from Traditional Public Administration to New Public Management and recently to Governance approach has occurred. For more than a century the issue of state-society bifurcation, politics-administration dichotomy, and instrumental versus institutional perspectives are still the continued unsolved puzzles. The purpose of this study is to develop a pragmatic institutionalized ‘servant governance’ model of public administration through reconstructing, re-conceptualizing, and reinterpreting state-society bifurcation, politics-administration dichotomy, and instrumental orientations. Following post-positivist paradigmatic position, this study used Theory-then research theory building approach and Structural Equation modeling analytical tool for verification. 1200 cross-sectional survey data was used to develop and verify the proposed servant governance model and to examine the level of Government Performance, Citizens’ satisfaction, and Political trust. The model was tested and assured for its fitness towards the diagnostic assumptions, dimensionality, construct validity, and reliability. The study revealed that the overall level of government performance, citizens’ satisfaction, and political trust in Ethiopian public administration was significantly low. Servant Governance as higher order construct composed of nine first order dimensions theoretically sound and empirically validated. The newly constructed Servant Governance Model positively and significantly determine the level of political trust, with a path coefficient of 0.972 (t-value 19.199, p=0.000), performance, with a path coefficient of 0.90 (t-value 19.077, p=0.000), and satisfaction, with a path coefficient of 0.701 (t-value 16.628, p=0.000). The study concluded that the Servant Governance Model significantly explains and captures 94.4% of the variance in Trust; 80% of the variance in Performance and 48.4 percent of the variance in Satisfaction. Based on the findings and conclusions, this research suggests that restructuring governance through the verified ‘Servant Governance Model’ overcomes the limitations in previous governing models and results in high level of political trust, government performance, and citizens’ satisfaction.Item Practices and Challenges of Good Governance in Tax Administration: The Case of Category “A” Taxpayer in Kolfe Keranio Sub-City Addis Ababa, Ethiopia(A.A.U, 2021-09) Seifu, Johnson; Berhanu, Elias (PhD)The main purpose of this study is to evaluate the practices and challenges of Good Governance in Revenue administration. This study attempt to cover some of the necessary questions regarding evaluating the perception of category A taxpayers and tax office employees concerning good governance practices, analyzing, to what extent Kolfe Keranio Sub-city tax office attempts to maintain good governance implementation, and determine the major challenges of implementing good governance by using eight elements of good governance: . The study was carried out in Kolfe Keranio Sub-city taxpayer’s branch office. The study used quantitative research method. The study has 105 tax office employees and 100 taxpayers’ respondents of Kolfe Keranio sub-city tax administration. The data of the study render on the survey method and a questionnaire was used to gather the necessary information from the research participants. Both simple random and convenience sampling method were applied on the study. Finally, the data was presented by using the descriptive statics method of frequency and percentage, mean, standard deviation. The findings of the study indicated that the tax office performance regarding good governance is poor and has different challenges. The challenges include, lack of resources and skill of the employees, schedule mishaps and tax payers low awareness level of the rules and regulations of tax office which are among the most mentioned and prevalent problems that are described. The core fining of the study showed that there is poor customer participation on policy formulation, lack of consensus regarding the current office policies, lack of transparency in the part of the tax office and lack of effectiveness and efficiency. The overall practice of good governance in kolfe keanio tax office administration have not been found perfectly effective or fair in any of the eight characteristics of good governance. The study recommended that the tax office has to work harder to improve the level of good governance practice and reduce challenges within the organization. Keywords: Good Governance, category A taxpayers, Tax Administration, principles of good governance