Service Delivery Reform Tools: The Case of Citizen’s Charter in Bole Sub City
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Date
2021-10
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A.A.U
Abstract
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
services
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Keywords
Customer Satisfaction, Public Service