Challenges of Service Deliveries in Public Institutions: Evidence from Adama and Addis Ababa City Administrations of Ethiopia

Mesfin Seyoum


Over the past decade, discussions on concept of good governance in public service deliveries have been unsystematic. Improved public service deliveries through the effective use of citizen engagement policies and strategies by governments and other governance actors are not explored. This study undertook empirically-grounded research focusing on “how” public services are provided, rather than on “which” services are provided. The research attempted to use both qualitative and quantitative data, employing probability and non-probability sampling techniques to collect data at different stages. The previous evidence revealed that while ineffective service delivery are considerable challenges faced by public service, they are not insurmountable. Especially, the principles that can objectively guide the public service institutions, not only on service delivery standards, but also on public participation as well is not strictly followed by the institution under study. Citizens are not just consumers of services rendered by government, but are also critical role players with a stake in the election of governments and how such governments should run the affairs of the country.

Keywords: Good governance, Decentralization,  Participation, Service delivery

DOI: 10.7176/PPAR/10-7-01

Publication date:July 31st 2020

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ISSN (Paper)2224-5731 ISSN (Online)2225-0972

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