Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) and Document Authentication and Registration Office (DARO)
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Date
2008-06
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Addis Ababa University
Abstract
Public service delivery has become the central focus of recent Public Sector Reforms
(PSRs) throughout the world. The public service reform program is one of the
components of the Ethiopian civil service reform program. The overall objective of this
study is to identify and analyze the factors that determine the success and failure of the
public service delivery reform in relation to customer satisfaction. The study has used
the case study method by selecting two case organizations namely Social Security
Agency (SSA) and Document Authentication and Registration Office (DARO). The data
have been collected from primary and secondary sources through interview,
questionnaire, observation and document reviewing.
Based on the conceptual frame, the data have been presented and analyzed through
comparative analysis of the case organizations. The findings of the analysis show that
the two case organizations are different in satisfying customers in service delivery i.e.
DARO satisfied its customers better than SSA. This study reveals that the differences in
performance between the two case organizations are the result of organizational and
motivational factors. The major organizational factors are vision and mission, service
standards, customer complaint handling mechanisms, reengineering of working
processes and application of Information Communication Technology (ICT). The major
staff motivational factors are training, communication, performance appraisal and
reward system, delegation for decision making and physical facilities.
This study
therefore concludes that these factors should be fulfilled at the organizational level to
satisfy customers through public service delivery
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Keywords
DARO