Challenges and Opportunities of Public Service Delivery in Bole Sub City: The Case of Trade and Industry Sector

Abstract

The purpose of the study was to assess the challenges and opportunities of public service delivery in Bole Sub City Trade and Industry sector. To meet the objective of the study, descriptive survey method was employed. To gather the necessary data, questionnaire and interviews were the main instruments employed. The results obtained from the study revealed that majority of the employees are clear about their organization’s mission, vision and shared values. Moreover, most leaders supporting their employees and give on time solution to customers’ complaints. Reform tools such as BSC and Change Army were found to have positive contribution in delivering service. Service standards are set by the sector and most customers have knowledge about it. However, there is a limitation in continuously improving service standards by the sector. Furthermore, lack of capacity building trainings, skill and attitude gaps on employees, shortages of human resource, budget, office furniture, high employee turnover, unfavorable working environment, electric power and interruption and network accessibility are the major challenge of service delivery in sector. Increasing number of customers from time to time in connection with the expansion of the sub city is another factor for not delivering services based on service standards set. Based on the findings and the conclusions it is recommended that the sector needs to build employee capacity, establish motivation system, and alleviate the shortage of human power, budget, office furniture, high employee turnover and unfavorable organizational environment. Besides, it needs to communicate further about standards and the requirements of service, and the office alignment need to be reorganized.