The Effectiveness of Service Delivery Reform Implementation in Addis Ababa City Administration: the Case of Kirkos Sub City

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This research attempts to assess the effectiveness of the SDR implement in Addis Ababa City Administration the Case of Kirkos Sub City. The Ethiopian Civil Service has so far not been able to effectively carry out government policies and programs as well as to organize and delivered time and cost-effective service for so long years due to a broad set of deficiencies. To achieve a quality of service delivery indicators is computed using descriptive statistics. The researcher used probability and non-probability sampling technique. In addition to that both quantitative and qualitative research approach and two kinds of data gathering tools which were Questionnaire and Interview would be used. The data was entered and analyzed using SPSS software’s. The output data were interpreted by using tables, frequencies and percentages. The result of the study was indicating that despite the policy of SDR, which was planned to bring significant improvements in various scopes of service quality recorded so far in the aforementioned dimensions of the service quality in the kirkos sub-city administration remains limited. Therefore the study was observed with respect to a preparation made, to increase achievements recorded and minimized challenges. The manager of sub-city administration takes possible solution to minimized challenges such as; weak institutional capacity, poor management practices and working ethics and motivation related problems of employees. Finally, the suggestions made are helpful in solving the above problems. Emphasis placed on recommendations for continuous training; strategic management practices, capacity building, support the SDR through research, explore alternatives to direct service provision and result-oriented performance are stressed within the recommendations forwarded.


A thesis submitted to the Department of Public Administration and Development Management of Addis Ababa University in partial fulfillment of the requirements for the Degree of Masters in Public Management and Policy (MPMP)


Civil Service Reform Program, Effectiveness, Service delivery reform