Public sector reform has been undertaken in different parts of the world since 1980s in the name of New Public Management and with the objective to change traditional public administration. The ultimate purpose of the reform is to improve the effectiveness, performance and quality of public services delivered to the citizenry and to enhance thecapacity to carry out core government functions. The advocates of NPM insist that the practices and principles of the private sector can be adopted by the public sector to improve the business of government. NPM has been seen as a global best practice to be adopted usually under various international pressures. Nevertheless, in reality there is no single best approach, every reform-oriented government would have to consider to what degree and how key features can be incorporated into their public management systems and contexts. Because of contextual differences, results of reform implementation varies from place to place and even from organization to organization within a country. In an attempt to improve service delivery in the public sector, the government of Ethiopia launched civil service program in 1996 and service delivery policy and implementation instruments in 2001. The overall objective of the reform is to enable public institutions toprovide their services to the public in efficient, effective, transparent and responsive manner. Based on the objectives of the policy and parameters drawn from service delivery literature, this study aims at evaluating the performance of the service delivery implementation in Addis Ababa City Government using quality, quantity, cost and time as performance indicators. A sample of three purposely selected agencies and offices which are involved in daily provision of services are the major sources of primary information of this study. 600 customers, 78 employees, 13 focus group members and managers from the respective offices provided their views and answers to the questionnaires and interviews forwarded during the data collection period. The study shows that of the three offices, RICSRS( resident identification and civil status registration service) performed better than other offices in most customer related quality dimensions and service deliver speed. Service delivery speed has been improved to the satisfaction of the service users and as the result the number of customers used the service significantly increased over the study period. On the contrary, service delivery at Land Administration Authority is rated poor in most aspects of performance parameters. The causes of poor quality include very low level of transparency, responsiveness, reliability, speed, grievance handling mechanism, employees' motivation, courtesy and other quality dimensions. The number of service users did not increase over the study period. Customers witnessed that service deliveryprocess takes long period of time contrary to the time indicated in service standards. The contacts are boring, too long and unnecessary leading to dissatisfaction. Service delivery at Revenue Agency can be viewed as moderate though it falls short in some aspects. It performed average in timeliness, process easiness, transparency, fairness, responsiveness, grievance handling and competence. It performed below average in dimensions such as consultation with customers, access to service providers, respectfulness and courtesy. The number of customers has increased manifold over thestudy period. Cost incurred per customer has shown varying trends in which highest per capita is recorded initially and the lowest in 2006. It surged in 2007 and slightly declined in 2008. Finally, service delivery improvement together with new tax laws resulted in an increase of revenue collection. The total revenue increased from 729.47 million Birr in 2001 to 2.6 billion Birr in 2006(2.6 billion Birr is about 260 million USD in the year 2006). Overall, the research shows that some progress has been made in the implementation of the reform but there are a lot to be done to achieve the goals aspired in the service delivery policy. The service delivery policy document is well written containing many important service delivery instruments that address important aspects of effective service delivery in the public sector. However, their implementation is retarded by a range of problems: Resistance to change, weak planning and evaluation, weak commitment, lack of objectiveemployee performance evaluation, and failure to fully understand reform implementation techniques compounded with low staff morale due to low salary, absence of incentives and good working environment. In all the three sectors, employees have similar complaints regarding working environment and incentives. The employees also indicated that there has not been objective employee performance evaluation that could link individual performance with pay and rewards. This has created a situation where hardworking employees are treated with non-hardworking in equal way. Cost effectiveness is also easier said than done in the new Ethiopian public service and the choice of alternative service delivery approach is not yet adopted because of ideological subscription to developmentalist state guided by revolutionary democracy.

Thesis (M.A.) from the year 2020 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This study is about "Customer Satisfaction and Service Delivery: The Case of Addis Ababa City Administration Land Development and Management Office". The main objective of the research is to measure and address customer satisfaction in the service delivery of the Addis Ababa development and management office. It tries to see the quality of service delivery and the level of customer satisfaction in the land development and management office of Addis Ababa. It tries to see the quality of service using the SERVQUAL service quality measurement model. In the study, descriptive and explanatory types of research method were employed. Then, both probability (simple random sampling) and non-probability (purposive) sampling were used. Therefore, a total of 324 respondents were selected from customers of Addis Ababa land development and management office in the selected five sub-cities to respond through a questionnaire and ten respondents were selected from an employee of the selected sub-cities to respond to an interview. The collected data were analyzed using SPSS and the interpreted data were presented in tables, charts, graphs, and pictures.

The 1991 government change in Ethiopia ushered in a centralised system of governance, aimed to bring about harmony and cooperation between different groups and to promote local self-rule. It has proceeded in two phases: 1991-2001 centred on creating and powering National/Regional Governments, termed mid-level decentralisation. Further powers were devolved in 2001 through the District Level Decentralization Program and Urban Management Profram. This volume brings together studies by the Forum for Social Studies and others, with the aim of identifying knowledge gaps for further research and to generate debate on the issues in Ethiopia. The study is in two parts: a literature review seeking to document existing studies and highlight research gaps; and field work which involved a rapid assessment of eight weredas and two kifle ketemas in Addis Ababa. The other three studies are synopses of master theses submitted to the Institute of Regional and Local Development Studies of Addis Ababa University.

Building an effective, inclusive, and accountable public administration has become a major point of attention for policymakers and academics in Ethiopia who want to realise sustainable development. This first handbook on Ethiopian Public Administration is written by Ethiopian academics and practitioner-academics and builds on PhD studies and conference papers, including studies presented at the meetings of the Ethiopian Public Administration Association (EPAA), established in 2016. Public Administration in Ethiopia presents a wide range of timely issues in four thematic parts: Governance, Human Resources, Performance and Quality, and Governance of Policies. Each of the individual chapters in this volume contributes in a different way to the overarching research questions: How can we describe and explain the contexts, the processes and the results of the post-1990 politico-administrative reforms in Ethiopia? And what are the implications for sustainable development? This book is essential for students, practitioners, and theorists interested in public administration, public policy, and sustainable development. Moreover, the volume is a valuable stepping stone for PA teaching and PA research in Ethiopia.

In 1996, the Ethiopian government introduced the Civil Service Reform Program (CSRP) to disentangle the intricacies of the old bureaucratic system, and to build a fair, responsible, efficient, ethical and transparent civil service that accelerates and sustains the economic development of the country. However, lack of competent personnel, prevalence of attitudinal problems and absence of a strong institutional framework constrained the success of the reform. To reinvigorate the CSRP, the Ethiopian government has been implementing BPR in public organizations since 2004. In this regard, there are claims and counter-claims on the effectiveness of BPR implementation in improving the performance of public organizations. Motivated by such claims, this research has assessed the design, challenges, implementation and outcome of BPR in four public organizations using questionnaires, interviews, observations and review of secondary sources.

Case Study from the year 2016 in the subject Politics - Methods, Research, grade: A, , language: English, abstract: Leadership is an important task which is concerned with the process of influencing the behavior of subordinates in the direction of goal attainment. Hence, the performance of public sector organizations basically depends, largely on their leadership. However, the performance of public sector organizations of Addis Ababa City Government highlighted sorts of implementation deficiencies in leading organizational performance. Accordingly, the general objective of this study was to assess challenges of leadership in leading organizational performance in Addis Ababa City Government with 4 specific objectives; those were to identify leadership challenges in leading organizational performance; to describe leadership mindset in leading performance; to assess attitudes of employees towards managing performances and assess to what extent leadership is effective in implementing good governance principles so as to enhance organizational performance. The study employed an explanatory research design with a composite of qualitative and quantitative approaches. Employees and process owners from Micro & Small Enterprise, Education, Health, Construction and Trade bureaus were selected through simple random sampling technique, while bureau heads were selected through availability sampling techniques. The data were gathered through questionnaire, interview and focus group discussion. Then, 142 sample population were selected as a sample; 136 of them were found to be valid for the analysis, as well 5 bureau heads were incorporated in the interview. Also 10 individuals of FGD were employed with process owners of the selected bureaus of the city government. Mann-Whitney U test was used to compare ordinal data across groups (leaders and employees).