Evaluation of the Construction Inspection and Building Occupancy Permit Issuance Services in Addis Ababa: The Case of Municipality, Bole and Lideta Sub City

Abstract

Construction inspection and building occupancy permit services are the two significant instruments that enable the building permit and control authority to check the quality and the right purposes of the buildings to secure society's safety. Therefore, this study Evaluates the Construction Inspection and Building Occupancy Permit Issuance Services in Addis Ababa at central (Municipality) Bole and Lideta Sub-cities. The paper addresses the efficiency and effectiveness of the services, service quality, customer satisfaction, major challenges, impacts, and measures that should be taken. Both qualitative and quantitative approaches were used. Study sites were selected purposively, and out of 1032 service seekers, 300 were selected as samples. In addition, 24 experts and three officials were respondents and collected data from them through questionnaires, interviews, focus group discussion, and observation. The data were analyzed quantitatively and qualitatively and also presented in text, figures, and table forms. The study found that the performance of the offices was not effective and efficient; the negative SERVQUAL result implies that the service lacks quality, and the majority of the service seekers satisfied moderately. Long appointment and absenteeism, knowledge gap, inadequate office equipment, corruption, and rent-seeking were some of the challenges which had different impacts like improper building construction inspection, a huge amount of fine, and buildings under construction damage their surroundings. Stakeholders' participation, capacity building, and the application of the SERVQUAL and Common Measurement Tools are the recommendations as remedial actions to alleviate the problems.