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.