The Implementation of Good Governance Practices in Service Provisions to the Citizens in Addis Ababa City Administration: The Case of Yeka Sub-City

Abstract

Addis Ababa city administration is known for its poor implementation of good governance to the public. The main objective of the study is to assess the implementation of good governance while rendering services to the ordinary citizens. The research methodology employs both quantitative and qualitative approaches using data collection instruments with the IBM SPSS statistical packagxe vs. 21. The findings indicate favourable results in meeting the needs of citizens. To that effect, a number of issues are discussed: good governance that is effective and efficient, transparent and open, accountable; participation, leadership direction and strategic vision; fairness and equity; governance that is consensus oriented, responsive in service provision; and governance that follows the rule of law. Although the implementation process has brought tangible results, it is not free from some challenges. In conclusion, both achievements and failures were observed. Thus, understanding customers’ expectations in service provisions, systematising customers’ feedback, and continuously raising the staff’s awareness are the recommendations identified for future development.