A Study of the Civil Service Reform in Adama City Administration: Regional State of Oromia- Ethiopia
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Date
2011-03
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Addis Ababa University
Abstract
This study attempts to explain the civil service reform in the delivery of public services
which is implemented in Adama city administration. It aims at assessing whether the
reform achieved the intended objectives about efficiency and effectives in the delivery of
services, to render better quality services and be accountable for its failure, to produce
committed citizens, and to bring attitudinal change towards public service delivery. To
this end, the study starts by explaining the overall move for reform globally and then
narrows its scope. It also deals with assessing the factors that led to the achievement or
failure of the process in Adama city administration.
The study presents data collected from the field using a qualitative and quantitative
approach. The instruments used to gather the data are questionnaires, interviews,
observation and documents. However, the data collected draws a complex picture. It
indicates that some reform measures are successful while others unsuccessful. For
instance, the number of clients served has increased to some extent, time of queuing for
services is reduced or services rendered per hour has increased and decentralized
delivery of services at Kebele level. On the other hand, capacity building and behavioral
change towards serving clients in fair manner are not observed.
The study reveals factors that impeded the achievement of the reform process like limited
resources, poor communication of the reform objective, small amount of remuneration,
and lack of local ownership of reform. As a general assessment, the reform has achieved
its objectives to some extent in the delivery of services and the study concludes with
suggestions of what the future reformers should strive to do for successful reforms
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Oromia- Ethiopia