Assessment of Service Delivery Reform Implementation on Land and Tenure Services: The Case of Adama City Land Development and Management office, Oromia Regional State, Ethiopia

Abstract

objectives have been translated into reality in Adama city Land Development and
Management Sector Office, Oromia Regional State, Ethiopia. Descriptive survey
research designs with quantitative and qualitative methods were employed for the
study. Primary data were collected using self administered, structured questionnaire
from randomly selected 81 service providers (workers) and 89 service users (Customers).
Moreover, by using availability sampling technique, seven leaders were selected and
interviewed. The data collected from respondents were tailed, tabulated and organized
in a systematic form. Statistical tools such as mean, standard deviation and t-test were
used to analyze quantitative data. Qualitative data analysis was transcribed and
discussed thematically. The results of the study were in agreement with the literature
that reform is necessary for improved service delivery. However, the negative outcomes
of the implementation of service delivery reforms by Adama City Land Development and
Management Office outweigh the positive results. Specifically, the manifestation of
culture that permits corrupt behaviour; eroded commitment by political leaders to fight
corruption; lack of transparency, and weak concern for customer seriously affect the
successful implementation practices in the sector office. Likewise, leaders and employees
were not accountable for their decisions and actions. Therefore, the study recommends, the sector office should enhance goal-oriented competencies of service providers, apply
code of conduct for public sector ethics and pragmatic anti-corruption strategies.
Further, the Government needs to review the existing labour proclamation with the view
of attaining sector mission and service delivery objectives.