Improving Public Service Delivery: the Case of Land Development and Management Office in Nifas Silk Lafto Sub-City
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Date
2017-05
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Publisher
Addis Ababa University
Abstract
This study was intended to assess the performance of land management service delivery of
Nifas Silk Lafto Sub-City. For African countries, there is strong force in proper urban
management which better achieve the increasing need for efficient and effective delivery of
land administration services to protect the interest and security of urban citizens. As urban
land administration is a comprehensive and important part of public service delivery, the
concept of quality service gets worthwhile attentions. Therefore, this study assessed the land
management service delivery performances in Nifas Silk Lafto sub city. The study is both
descriptive and explanatory in its type. This research employed both qualitative and
quantitative research methods to draw samples, collect data, analyse and interpret data. To
portray sample from target population (citizens residue in NSL sub-city, land management
office employees, officers and managers), the researcher adopted both simple random
sampling and purposive sampling techniques. In the current land administration of Nifas Silk
Lafto sub-city, customers have to consult various organizations/departments to get the
service done. The title service delivery system is not only time taking but also expensive. As a
result the urban poor is being pushed away not to use the service. Thus, these situations have
created gaps between expectation of citizens and land administration service provided by the
sub city land administration organization as more than half of the respondents did not
receive efficient, equitable and accountable land services as per their expectations. Case
study method, supporting literature review and hypothetical factors for quality service
delivery adopted by World Bank (2005) and SERVQUAL Service Quality Model have been
used as guidelines for the study. The case study has used 106 customer respondents and 30
employees and 6 managers as primary data source through questionnaires and interviews.
The analysis of the data and information collected from the field work found out the
performance and challenges of land service delivery as: inconsistency in land related
legislations, inadequate resources and technical capabilities, not all lands are titled, lack of
skilled and qualified man power, lack of public awareness, unclear land ownership. Based on
the identified findings, conclusions are drawn and possible recommendations are made.
Key
Words:
Land
Management,
Land
Administration
and
Cadastral
Map
Description
Keywords
Land management, Land administration and cadastral map