The Role of Civil Service reform in Improving Public Service Delivery: the Case of Woreda 4(Alem Bank) Health Center, Kolfe Keranyo Sub- City, Addis Ababa City Administration-Ethiopia

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Addis Ababa University


The main purpose of this study was to assess the role of service delivery reform in improving health service delivery focusing on Woreda 4 Health Center in KolfeKeranyo Sub-City. To deal with the problems on service delivery, three fundamental research questions were formulated to evaluate the responsiveness, quality and timeliness of services that provided by the health center as a result of reform implementation in the public health sector as well as challenges encountered in the implementation of reform program in service delivery in woreda 4 health center. To conduct the study, mixed method study design was employed, and simple random and purposive sampling methods were used to select 272 service users and 10 health workers and officials of the health center and sub-city health office respectively. The main instruments of data collection were questionnaire, in-depth interview and document analysis. The data were analyzed using frequency tables and percentage. The finding of the study reveals that the majority of service user participants of the study have confirmed that they were satisfied by the health services provided by the woreda health center. This justifies that currently the contribution of the implementation of service delivery reform in health service institutions has had significant positive role in improving health service delivery. From the findings of the study it was possible to conclude that health service delivery is improving through the implementation of service delivery reform despite some challenges that needed to be addressed in order to achieve all the intended objectives of the reform program for the benefit of end users in public health service delivery. The need to develop and implement comprehensive grievance and complaints handling mechanisms including a need for sensitization of customers about their rights and privileges, and the need to adopt and implement reward systems are some of the recommendations forward in order to consistently improve better service delivery in all public institutions in general and in woreda 4 health center in particular