The Assessment of Good Urban Governance Practice in Land Administration of Addis Ababa: the Case of Yeka Sub-City
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Date
2015-11
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Addis Ababa University
Abstract
Over the last decade, good governance has become a major area of focus by the government of
Ethiopia. However, in reality most of public service institutions call for genuine practices of good
governance. The service delivery of those institutions hindered due to the absence of good
governance. The objective of the study is to assess the practice of good governance in land
administration of Addis Ababa city administration Land Development and Management Office of
Yeka sub city.
This study tried to identify the perception of customers and employees towards the practice of good
governance and customer satisfaction on the service provision of the sub city’s Tenure
administration and transitional period service office. Based on the perceptions that obtained from
the respondents; the study tried to check on the relationship between the overall customer
satisfaction on the office’s service delivery and practice of good governance. In this research the
tailored dimensions/principles of good governance are utilized on the Likert scale questionnaire.
The five selected principles/dimensions of good governance were taken as variables of good
governance. Additionally, to triangulate the responses of respondents qualitative data collected
through key informants’ interview and observation.
To achieve the research objectives, both explanatory and descriptive research methods were applied.
Therefore, the findings of the study revealed that the degradation of office’s service quality has
arises from unsatisfactory practice of good governance and/or inadequate quality of good
governance of the office. Among the identified root causes of the office’s customer service problems;
the citizen charter of the bureau is not in function and most of customers have no idea about the
citizen charter, there are inconsistencies on interpreting enacted legislations due to the absence of
definite work procedure, the office didn’t provide capacity building training and development
schemes, the office did not respond promptly for customers’ complaint and Customers at grass root
level didn’t get any opportunity to participate on developing and/or commenting plans, policies,
and on evaluating final performances of the office. The study has also come up with important
recommendations
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Keywords
Administration, Addis Ababa