Abebe, Mulugeta (PhD)Beyene, Mintesnot2018-07-162023-11-042018-07-162023-11-042016-01http://etd.aau.edu.et/handle/123456789/8610This study examines governance and public service delivery of water supply in Akaki-kality sub- city. The key objectives of the study are: assess the effectiveness of the government system in water supply service delivery with respect to CAR frame work, assess the satisfaction of clients in water service delivery in Akaki-kality sub-city and to show the major obstacles of water service. Qualitative and semi-quantitative methods with stratified sampling are used in the study. Beside that key-informant interview also apply in the study. The study covers availability and accesses of water to observe the satisfaction of the clients more than 50% of the respondent are not satisfied with water service supply in Akaki-kality sub-city. With regard to effectiveness of government system most of the respondents disagree about effectiveness of the system. Findings show that lack of transparency, accountability and responsiveness are obvious in water service supply, restriction of private sector in the supply of potable drinking water with pipe line, the community forums role is insignificant in decision making of water service and NGO’s play great role in providing drinking water for Akaki-kality clients. Keywords; Governance, Public service delivery, Customer satisfaction, Accountability, Capability, Responsivenessen-USGovernancePublic service deliveryCustomer satisfactionAccountabilityCapabilityResponsivenessThesis