College of Leadership and Governance

Institute of Leadership and Good Governance

The Practice and Challenges of Governance and Service Delivery in

Kirkos Sub-City Public Service Sector

BY: - GEBRESTADIKAN GEBRU

Advisor - -------------- (Ph.D.)

March, 2022

ADDIS ABABA, ETHIOPIA

i
 College of Leadership and Governance
Institute of Leadership and Good Governance

The Practice and Challenges of Governance and Service Delivery in

Kirkos Sub-City Public Service Sector

BY: - GEBRESTADIKAN GEBRU

ID No: ----------------------

Advisor - -------------- (Ph.D.)

A THESIS PROPOSAL SUBMITTED TO PBT Africa College OF

GRADUATE STUDIES FACULTY OF BUSINESS ADMINISTRATION

March, 2022

ADDIS ABABA, ETHIOPIA

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Table of Contents

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 CHAPTER ONE: INTRODUCTION

This section include background of the study, statement of the problem, the objective of the
study, the significance of the study, research questions, scope of the study, definition of terms
and organization of the study; details put as follows:-

1.1. Background of the Study

Governance is not a new notion but rather, it is as old as human civilization (Farazmand, 2013).
However, it has appeared as one of the popular development literature agendas since the early
1980s and emerged in the social organization discussion (Aminuzzaman, 2007). It currently
engages not only the vital phase of the debate on development but it is also considered to be the
fundamental component to be integrated into the growth strategy of both developed and
developing nations (Hye, 2000).

Despite its growing importance to researchers, development practitioners, policymakers and

international aid agencies, governance is far from being an ‘end product’. Rather, it is a dynamic
concept that should be analytically and systematically examined (Farazmand, 2013). According
to Kohler and Rittberger (2006) there is still uncertainty about conceptualizing governance
despite decades of enormous effort. The reason is that the citizens always demand an increasing
quantity and quality of services as well as technology development, globalization and
democracy.

On the other hand, the last decades have a tremendous change in global politics due to the
emergence of service space consisting of various public and private sectors as well as the growth
of third-sector organizations in developing countries. There is also the rising position of
international aid agencies against countries that be given aid; the significance and the growing of
people's participation in development initiatives and the strengthening of the role of public
administration (Virtanen, Kaivo, Ishino, Stenvall, &Jalonen, 2016).

These conditions enhance the development of governance concepts and theories in public
administration. The development of governance concepts started from the classical model that is
old public administration, to the new public management and then led to a new public
governance model (Kovac& Gajduschek, 2015). Each of these governance models has its own
advantages and disadvantages but, the models are balancing to each other. The integration of all

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values which contained the models of old public administration, new public management and
new public governance implied nine principles of good governance in the United Nations
development program. These nine principles which are implied on UNDP are participation, rule
of law, transparency, responsiveness, consensus orientation, equity, efficiency, effectiveness,
accountability and strategic vision (UNDP, 1997).

Governance is considered "good" when the state distributes and manages resources to address
collective problems and competently provides its nationalities with public goods of the necessary
quality (UNDP, 1997). According to the Human Development Report of 2002, there’s no single
answer to what good governance is all about. However, there are factors that make institutions
more effective such as transparency, participation, responsiveness, accountability and the rule of
law can be considered as the principles of good governance.

The United Nation considered “good” governance as an essential component of the Millennium
development goals because it is established based on a framework for fighting poverty,
inequality, many of humanities’ and other shortcomings (UN, 2007). In addition, it guarantees
that political, social and economic priorities are focused on broad social consensus; and it also
focuses on the concerns of the poorest and most vulnerable groups are considered in decision
making on the allocation of resources (Diez, 2003).

Presently, there is rising dissatisfaction with public service delivery in most developing countries
due to common deficiencies in basic service coverage, efficiency and quality (Paul, 1992).
Although several factors have led to this trend the fundamental problems primarily related to
governance issues are a lack of transparency, responsiveness and effective mechanisms for
accountability of services (Teshome, Tolossa, Mandefro, &Alamirew, 2013). Moreover,
employing the principles of good governance in the public sector properly is very important for
an effort to improve citizens' satisfaction and quality of service delivery in a comprehensive
manner (Khalid, Alam, & Said, 2016).

In Ethiopia, in the past and current reform era the government has conducted various steps in
promoting good governance to create efficient public sector service delivery. Since 1991 after a
long tradition of centralized governance and governance structure the country has adopted a
decentralized model of government. The governance system which was adopted after 1991 has

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four tires of government structures. These are federal, regional, woreda (city) and Kebele (yerga,
2010).

After that, in 2001 regions have shifted their service delivery functions significantly to woreda
level. The main rationale of decentralization is the need to ensure efficient and timely provision
of public service; to promote government transparency, community participation, greater
accountability and enhancing efficient delivery of public services (Information Ministry,
2004).The government has also designed and implemented a large capacity-building program,
service delivery sub program and Public Sector Capacity Building Program Support Project
(PSCAP) which was launched in 2004. All the programs have aimed at civilizing the scale,
efficiency and responsiveness of national, regional and local government service delivery. In
addition, they are also aimed to encourage citizens to participate more actively in shaping their
own development and promote good governance (WB, 2004).

Although the FDRE government has taken important steps to promote good governance and
efficient service delivery, some local studies show that there are significant and complex
challenges have been faced in the process. The challenges are primarily related to that of the
country's infancy level to build good governance (Rahmato, Bantirgu, &Endeshaw, 2008).

Therefore, this study will assessed the practice and challenges of governance and service
delivery on public sector service delivery in Kirkos Sub-City Administration and proposes
strategic guidelines that improve the extent of the practice of good governance and enhance
service delivery as well as propose mitigation strategy for challenges of good governance.

1.2. Statements of the Problem

Governance practices being used are vital to understanding the nature and scope of service
delivery. The rationale behind the adoption of specific governance theories, models, approaches
and practices is to promote good governance and enhance service delivery (United Nations,
1998). According to Katorobo (2007) argument the adoption of a democratic constitution, good
democratic governance, respect of the rule of law and the observance of human rights have
legitimized the state apparatus. From this, we can understand that governance and good
governance concerns are not only important for enhancing service delivery but it is also very
vital for the legitimacy of the state.

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In our country, the 1995 FDRE constitutional provisions like, realization of human and
democratic rights (art 10); rights of thought, opinion and expression (art 29); the conduct and
accountability of government (art 12) and other articles have been aim to create enabling
conditions for democracy and good governance (Terefe, 2014). Based on these constitutional
provisions the government has designed and implemented a capacity-building program, service
delivery sub-program and the public sector capacity building program support project which was
launched in 2004.

Although the FDRE has taken important steps to encourage good governance and service
delivery since 1991, several local studies show that still, significant and complex challenges are
facing good governance practices of the country at all levels. Let's see a study conducted by
Rahmato et.al (2008) on “Partners in Development and Good Governance” in four regions such
as Addis Ababa, Oromia, SNNPR and Beni-Shangul. The study found that; however, important
signs of progress were seen concerning good governance still there are many significant and
complex challenges facing the good governance process. This study mainly focuses on the
challenges of good governance in the study areas. The challenges were mainly related to that of
the country's poor development of good governance practice. This study does not show the
extent of relation between good governance and service delivery.

Additionally, there are also so many studies at global and African levels were mannered
regarding good governance and service delivery as well as the relation among them. The
empirical studies at global level mannered by Enikolopov &Zhuravskaya (2007) and Sujarwoto
(2012) as well as from empirical studies in African which mannered by Keraro and Isoe (2015)
and Helao (2015) appraised on this study give more highlight on the makeup of governance
largely on decentralization of governance.

Therefore, most Global and African studies concerning good governance and service delivery
focus on the relation among the makeup of governance and service delivery and they lack
focusing on the processes and outcomes of good governance, so there is also a scarcity of
research mannered to resolve the connection between good governance and public sector service
delivery.

Moreover, from all empirical studies which were reviewed on this study; most of them are
methodologically qualitative except the local studies mannered by Beyene (2016) &Arficho and

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Teshome (2017) which were mannered in mixed approach. So, this shows that there are also
little studies mannered in a mixed approach with a methodological gap concerning good
governance and service delivery.

Therefore, from all the above the researcher measured there is a shortage of evidence regarding
the relation between good governance and service delivery in the public sector. Then, the
researcher will interested and motivated to undertake the study on the effect of good governance
on public sector service delivery in the public sector in Kirkos Sub-City Administration.

1.3. Objectives of the Study

1.3.1. General Objective of the Study

The main objective of the study is to examine the practice and the challenges of governance and
service delivery in Kirkos Sub-City Administration.

1.3.2. Specific Objectives of the Study

 To analyze the practice of governance in delivering service Kirkos Sub-City

Administration based on some selected principles of governance.
 To examine the main challenges of governance in delivering service in the Kirkos Sub-
City Administration.
 To examine the extent of the relationship between governance and service delivery in the
Kirkos Sub-City Administration.
1.4. Research Questions

 How does governance practice effective in delivering service in Kirkos Sub-City

Administration?
 What are the major challenges of governance in delivering service in the Kirkos Sub-City
Administration?
 What is the extent of the relationship between governance and service delivery in
delivering service in the Kirkos Sub-City Administration?

1.5. Significance of the Study

This study will supposed to give the following significance;

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Understanding the practice and the challenges of governance and service delivery can enable to
management, solve the problems and may improve the organization performance or to reach
their objective in the public sector.

The finding of this study also helps managers, employees, and governmental and none
governmental organizations and in the study area and others, within insight into the benefits of
using different challenges studied in this research to predict the practice and the challenges of
governance and service delivery. Moreover, the study will also help policymakers’ innovative
sight to blueprint policies for make sure effective, efficient, and quality service delivery in public
sectors and help them come up with highly modified policies as well as more suitable events to
get better governance in public institutions.

1.6. Scope of the Study

In Addis Ababa city, there are ten sub-cities, each of them faces many challenges, which affect
them from the practice and challenges of governance on public sector service delivery based on
only five governance pillars such as accountability, transparency, rule of law, responsiveness and
participation and the study also surrounded to see service delivery based on the dimension of
accessibility, efficiency of service and quality of service only. The scope of the study delimited
geographically and thematically. Thematically, the study surrounded to only to perceive effective
governance practice and challenges in public sector service delivery of Kirkos Sub-City, which is
found in Addis Ababa City Administration.

Moreover; the study will also limited to identify, the practice and challenges of governance on
public sector service delivery based on only five governance pillars such as accountability,
transparency, rule of law, responsiveness and participation and the study also surrounded to see
service delivery based on the dimension of accessibility, efficiency of service and quality of
service only. Therefore, this study will delimited only to examine the practice and challenges of
governance on public sector service delivery in Kirkos Sub-City in public sectors Addis Ababa
City Administration.

1.7. Limitation of the study

Similar to all other researches, this study will have limitations. The first limitation of this study
will that it will only conducted with five independent variables and only in Kirkos Sub-City City

9
Administration. The second limitation of this study will data collection instrument will only
interview questions, and focus group discussion questions a questionnaire.

Lastly, some of the respondents did not voluntarily return the distributed questionnaire. It affects
the paper quality to some extent. Even if the above limitation has happened, the researcher can
face the limitations and tries to investigate the objectives of the research.

1.8. Organization of the Study

The study consists of five chapters. The first chapter contains the background of the study,
statement of the problems, research questions, objectives, significance and limitations of the
study, etc. The second chapter focuses on reviewing significant conceptual issues, theories and
definitions associated with the main theme of the study/review of related literature.

The third chapter consists of methodology which includes the background of the study area,
research design, source of data, sampling technique, sample size, methods of data collection,
method of data analysis, ethical consideration and so on. The fourth chapter focuses on results
and discussion and finally, summary, conclusion and recommendation are presented in chapter
five.

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 CHAPTER TWO: LITERATURE REVIEW

2.1. Introduction

This section of the study deals with a review of the literature. Accordingly, the highest effort is
made to review significant conceptual issues and definitions associated with the main theme of
the study. Thus, it covers the main parts that are conceptual review, theoretical review, empirical
review, conceptual framework and research gap.

2.2. Conceptual Review/Definition

2.2.1. Overview of Governance

At the end of the twentieth century and the commencement of the twenty-first century the
concept of governance has been taken as a vital component of modern debate in the area of
social sciences (Katsamunska, 2016). Though attention in the concept of governance has
increased extremely during the most recent two decades, the term is not new, but it is quite as old
as the human society (Farazmand, 2013). Governance has a kind of pivotal place and it has also
gained popularity in recent public management and public policy dialogues because of its
multiagency (Asaduzzaman& Virtanen, 2016). Now, it not only live in the middle phase of
growth dialogue but it is also measured as the basic part to be included in the growth policy of
both developed and developing nations (Hye, 2000).

Kohler and Rittberger (2006) argued that there is still uncertainty about conceptualizing
governance concepts despite decades of enormous effort. This is because nowadays, our world
has become increasingly fragile, rising migration, rising resource demands and rising more
compound service delivery wants due to the fact that the world is speedily altering. All amplified
by an increase in evolving civic space and animated social media countryside. Governments'
ability to react to governance questions are prolonged, citizens’ hope continuing to rise and
culminating in a rising confidence faith.

According to the World Bank Group's most current investigations of estimation leaders in
customers countries show that governance question is one of the major forefronts of policy main
concern in countries. Governance global practice helps customer countries construct
organizations that are competent, efficient, unlock, inclusive and accountable. This is crucial for
sustainable development. Countries, with well-built governance succeed by creating an

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environment that make easy confidential sector development, decreases poverty, delivers
precious services and earns the confidence of its citizens (WB, 2019).

2.2.2. The Conceptual definitions of Governance and Good Governance

A number of scholars have come up with interpretations of the concept of governance. The
unified interpretation seems to be despite the multiple perspectives of the definitions, that as a
word, governance refers to the political field and activity as the vital task of every national
government (Asaduzzaman &Virtanen, 2016). According to Pierre and Peters (2000) the concept
of governance is ‘notoriously slippery’ and it is often used by scientists and practitioners without
a common definition shared by all.

As the confusing concept governance has become an umbrella concept for a wide variety of
phenomena such as policy networks, public management, coordination of sector of the economy,
public-private partnerships, corporate governance and good governance as a reform objective
promoted by the World Bank and International Monetary Fund. The potential confusion of the
interpretation of the term has led scholars to examine governance in terms of both structure and
process.

Based on Aminuzzaman (2010) sight governance is an increasing phenomenon. There is

certainly a considerable and increasing literature on governance. Backs in history, especially, in
the fourteenth century for a number of researchers governance is closely identified with the
government. As explained by Kjar (2004) "governance is the ability of government to make and
implement policy, in other words, to guide society". This interpretation refers more to the state's
traditional steering capabilities and makes an important disparity between “old” and “new”
governance. Intrinsic to the old governance is a customary impression of direction-finding by
national governments by applying the top-down approach and the extent of control the
government is able to have over social and economic activities.

Therefore, the principles of democratic governance give citizens opportunities not only to see
themselves as sovereign citizens but also to enjoy a rich and broadened bill of rights. Especially,
as free citizens who build their destinies. This requires a deeper understanding of development;
appreciation of democratic space; the role of citizens and responsibilities of both national &
county governments (Gilbert & Patrick, 2018).

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Although governance still has been differently conceptualized by various scholars and
international organizations due to its dynamic nature, it is important to use the widely accepted
concepts and definitions of governance in the literature of contemporary public management and
public policy research for this study. In conclusion, we can say that the concept of governance
applies to many types of public action. However, big decisions about direction and role are more
strategic aspects of community leadership. That is, not only where the administration should go
but by whom and by whom it should be included (Asaduzzaman& Virtanen, 2016).

2.2.3. Development of Governance Concept and Administrative Practices

This section presents the development of public governance concepts and administrative
practices from the classical model (Old Public Administration (OPA)) to the New Public
Management (NPM) and New Public Governance (NPG) characterized concepts (such as post
NPM, New or Neo-Weberian State and Good Governance).

According to Kovac and Gajduschek (2015) the governance concept developed from the
classical model to new public governance in the last decades. Let see the development concept of
governance on each public Administration model;

2.2.3.1. Old Public Administration (Weberian Public Administration) Model

The main period of this model is in the 19th and early 20th centuries. The main governance
principles in this model are legality, equity, responsibility, formalism, rationalization and other
elements of administrative law (Kovac and Gajduschek, 2015). In this model the government
becomes all-powerful and the state solves all societal problems. The scope of public
administration in the society becomes large, state as an authority to service providers.

According to Kovac and Gajduschek (2015) in this model public administration becomes
efficient, bureaucracy and hierarchy for clear responsibility. They further explain public
administration becomes highly politicized. The officials become expert/legalist and the
orientation of administrative law and procedures become protection of human rights, strictly
regulated procedures and focused on individual decision-making.

They also explain about deficiencies of this model. It is not functioning in a rapidly changing and
complex society; it is failure to acknowledge non-classical structures beyond the traditional
division of powers and self-centrism, etc.

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2.2.3.2. New Public Management and Post-NPM- Model

It is a recognized model Since the 1980s and in this model the main governance principles are
efficiency and effectiveness, economy and users' orientation. The role of the state is minimal and
the state ensures public services but does not provide it. The scope of public administration in the
society is small; it focused on privatization and delegation of powers (Kovac and Gajduschek
2015).

They further explain, this model the organization of public administration encourages
privatization, deregulation, decentralization, etc. The public administration becomes neutral
management from politics and the roles of an official become a service provider. According to
Kovac and Gajduschek the main drawback of this model is that it does not function if there is a
lack of highly ethical public officials.

2.2.3.3. Neo-Weberian State Model

The main period of this model is from the late 1990s to the present. In this model the main
governance principles are efficiency, rule of law and social welfare. The role of the state will
eliminate market deficiencies and coordinate social development systems (Kovac and
Gajduschek, 2015). They further explain in this model government and public administrations in
society are strong and function under tight coordination and control. The ethics and organization
of public administration become effective public policy implementation.

According to Kovac and Gajduschek (2015) in this model public administration relations with
politics by limiting the rule of law and there is an improvement of capacity through the
administration of government. Administration becomes a professional act as a manager and the
scope and direction of administrative law and practice will be balanced for protection of public
and private interests as well as regulatory initiatives and control mechanisms. The major flaw of
this model is the re-emergence of new forms of governance (rule of law, legitimacy, etc.) before
existing governance models.

2.2.3.4. Good Governance Model

The main period of this model is from the 2000s and on. In this model the main principles of
governance are participation, transparency, legal certainty, responsiveness, accountability and
efficiency. The role of the state is collaborative: state through government strategically develops

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partnerships for decision-making. The scope of public administration in the society is small, but
the state becomes coordinating networks in public interest (Kovac and Gajduschek, 2015).

According to Kovac and Gajduschek (2015) in this model the organization of public
administration is governed by law through delegation, coordination and participation. The
relation of public administration to politics becomes hand in hand. The role of an official
becomes a public interest protector but, they also a mediator of private interests, too. They
further explain in this model the scope and orientation of administrative law and procedures
become dialogue between authority and citizens, balancing interests by administrative method
within the discretion of law. The main deficiency of this model is that it does not function if
societal subsystems are immature in terms of solidarity search for the common good, favor more
active stakeholders. If there is a lack of democratic control due to the delegation of power.

To summarize the development of concept governance theories and administrative practices,

each model has advantages and disadvantages, which are complementary. Old public
administration deficiencies corrected by new public management, new public management
deficiencies corrected by new public governance and new public governance inadequacy were
fitted by old public administration and new public administration. Therefore, all three different
models not be contradicted in addressing the complexity of governance issues but they have
synergized for the recent public service delivery. The synergy will enrich the treasures of the
three options of offering policy alternatives for effective service delivery.

The integration of the values contained in the models of old public administration, new public
management and new public governance implied in the nine principles of good governance of
the United Nations development program. The nine principles are participation, rule of law,
transparency, responsiveness, consensus orientation, equity, efficiency and effectiveness,
accountability, and strategic vision (UNDP, 1997).

The principal amount of the old public administration model was represented by the rule of law
and effectiveness and efficiency, while the new public management model is reflected in the
transparency, responsiveness, accountability, and strategic vision. Meanwhile, the new public
governance model is embodied in the principle of participation, consensus orientation, and equity
(Kovac and Gajduschek, 2015).

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2.2.4. Overview of Good Governance

Over the past three decades good governance has become a common occurrence in international
aid organizations and has become a prerequisite for aid recipients (Rodes,1997). Although it has
rapidly expanded in the discourse of development the term good governance is not
straightforward meaning (Vartola, Lumijarvi, &Asaduzzaman, 2010). The world-leading aid
institutions such as the World Bank, UNDP, OECD, IMF, ADB and AfDB have become the
great proponents and frequent users of this concept. Especially, they used it as a pre-condition
for aid receiving countries to promote democracy, decentralization, accountability, transparency,
rule of law and people’s participation in their development (Asaduzzaman& Virtanen, 2016).

According to the European human development report of 2002 there is no single answer to the
question of what constitutes good governance. However, factors that make institutions and laws
more effective such as transparency, participation, responsiveness, accountability and rule of law
can be seen as good governance characteristics (Asaduzzaman& Virtanen, 2016).

Generally, good governance is associated with efficient and effective governance within a
democratic framework. This is synonymous with commitment and development-based
governance to improve the quality of the citizen and increase people's involvement in the
decision-making process. In short it is taken as citizenship-friendly, citizenship-sensitive,
responsive, decentralized local government systems, independent political society, effective and
accountable bureaucracy, strong civil society and free media (Huque, 2001).

2.2.5. Concept and Definition of Good Governance

The World Bank (1992) defined good governance as “the manner in which power is exercised in
the management of a country’s economic and social resources for development”. The World
Bank identified three distinct aspects of governance; such as a form of the political regime; the
ability to manage the economic and social resources of a country for development and the ability
of governments to design, formulate and implement policies and carry out tasks. Later, in 1994
on report progress made by the World Bank in this area was set out under four different aspects
which are public-sector management, accountability, a legal framework for development,
transparency and information.

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Later the World Bank (1997) from its lending experience in many developing countries has
realized that good governance is central in creating and sustaining an environment. This
encourages strong, equitable development and healthy economic policies. The World Bank has
also identified a number of aspects of good governance such as political accountability, freedom
of association and participation, rule of law and independence of the judiciary, bureaucratic
accountability, freedom of information, a sound administrative system, the partnership between
the government & the civil society organizations and the like.

According to the Asian Development Bank (1995) good governance is defined as “the manner in
which power is exercised in the management of a country’s economic and social resources for
development”. Further, in a separate opinion issued by the Asian Development Bank General
Counsel, it was explained that governance has at least two dimensions. Which are political
(democracy and human rights) and economical (efficient management of public resources).
Further, The Asian Development Bank has identified three basic elements of good governance:
accountability, predictability, & transparency. These elements are interlinked and mutually
supportive and reinforcing. Good governance is defined as a process referring to the way in
which power is exercised in the management affairs of a nation. Accountability, transparency,
participation and legal and judicial reforms are identified as the main elements of good
governance (African Development Bank, 1999).

The UNDP (2002) argues that good governance leads to sustainable development for three
reasons. Firstly, enjoying political freedom and participating in the decisions that shape one’s life
are fundamental human rights. Secondly, it helps to protect people from economic and political
catastrophes. Finally, it can promote sustainable development by empowering citizens to
influence policies that promote growth, prosperity and reflect their priorities.

The UN (2007) also describes good governance as the use of power through political and
institutional processes that encourage transparency, accountability and public participation. UN
further elaborates that good governance makes institutions to be democratic, making them create
avenues for the public to participate in policy making, via formal or informal consultations.
Further explain it also develops mechanisms to incorporate multiple social groups in decision-
making processes. In addition, IMF (2012) declares that good governance in all its aspects is by
ensuring rule of law, improving efficiency, accountability of the public sector and fighting

17
corruption critically of the framework within which economies can succeed. To summarize, it is
important to point out from the above discussions that the concept of good governance is still
developing in terms of its definition, its ethical connotations and its usefulness (Kruiter, 1996).

2.2.6. Principles of Good Governance

The International financial institutions, International aid organizations and researchers who are
concerned more on good governance such as the World Bank, International Development Bank,
the African Development Bank and the United Nations Development Program put different
principles. The well-known scholars in this field put different principles of good governance
such as public sector management, accountability, participation, legal framework, transparency,
consensus-oriented, combats corruption, rapid response, mutual understanding, equality,
effectiveness and strategic vision.

Although they tried to list them in different ways as principles of good governance in this study
the researcher attempted to elaborate only participation, rule of law, accountability, transparency
and responsiveness which are important for this study.

2.2.6.1. Accountability

This principle is the cornerstone of good governance theory. It emphasizes that all actors particularly
those in government, business, voluntary agencies, civil-societies among others are to be made
answerable to society (Rothstein and Teorell, 2008). Accountability refers to governments and
their employees should be held responsible for their actions (WB, 1994). That means public
officials should be answerable for government behavior and responsive to the entity from which
they derive authority (ADB, 1995).

Accountability focuses on the ability to allocate, use and control public property in accordance
with legally recognized criteria. In a broader sense it also concerns the formation and
implementation of corporate governance rules (AfDB, 1999). UNDP (1997) argues that decision
makers in government, the private sector and civil society organizations should be accountable to
the public as well as to institutional stakeholders. This principle varies from organization to
organization and based on the source of decision-making within and outside the organization.
The principle specifies that political actors and civil servants are to be made answerable to
society for their actions (Toksoz, 2008).

18
Hence, public officials including elected and appointed are to be accountable for their political
actions and answerable to the source or organ from which their power originates. It also
emphasizes that government officials who have invested in political power should be held
accountable for their actions from which the source or entity they hold (Williams, 2009). The
principle of accountability in the real sense emphasizes answerability for the use of state
resources and assets earmarked for specific purposes, subject to the laws and their requirements
(Nanda, 2006). This principle is the level and need of political actors to demonstrate consistency
between their actions and the constitution (Gisselquist, 2012).

2.2.6.2. Participation

This is an essential element of good governance. All men and women must make decisions either
directly or through legal institutions that represent their interests. Such broad participation is
built on freedom of association and speech as well as on the capacity to participate constructively
(UNDP, 1997). According to the African Development Bank (1999) Stakeholders should
influence public policy decisions and share control of resources. These institutions affect their
lives thereby providing a check on the power of government.

Government structures should be flexible enough to offer beneficiaries and others affected the
opportunity in order to improve, design and implementation of public programs and projects
(ADB, 1995). Participation in the mainstreaming of good governance is that every adult must
have a say in the decision-making process either directly or through his or her representatives
(Osmani, 2007).

Participation indicates preparation, implementation and monitoring stages of the decision making
process which involve effective participation of civil society organizations and the public starting
from the individual. Taking public decisions in a participatory manner by involving all
stakeholders to be affected by a particular decision increases the implementation possibility of
that decision (Toksoz, 2008).

2.2.6.3. Rule of Law

This is an important principle of good governance. Appropriate legal systems should be created;
that provide stability and predictability which are the essential elements in creating an economic
environment in which business risks may be rationally assessed (WB, 1994). A fair, predictable

19
and stable legal framework is essential. So, that the businesses and individuals may assess
economic opportunities and act on them without fear of arbitrary interference or expropriation.

According to the Asian Development Bank (1995), Laws and policies should exist that regulate
society and apply fairly and consistently. A pro-governance and pro-development legal and
judicial system should be created a clear law and uniformly applied through an objective and
independent judiciary (AfDB, 1999).

Good governance theory specifies complete fulfillment of an individual and group rights as well
as unbiased observance of the laws which require an independent judiciary as well as an
impartial and incorruptible police force (Sheng, 2008). Legal frameworks should be fair and
enforced impartially particularly laws on human rights (UNDP, 1997). Adherence to law
indicates that the government takes decisions based on objective information within the rule of
law and that the decisions are supervised through legal channels (Toksoz, 2008).

2.2.6.4. Transparency

Another key element of the concept of good governance is transparency. Access to information
for various players in the market is essential to a competitive market economy (WB, 1994).
Private-sector investment decisions depend on public knowledge of the government’s policies
and confidence in its intentions as well as in the information provided by the government on
economic and market conditions. The information must be made available to the public and
community must be clear about laws and regulations. Access to timely information on the
economy can be vital to economic decision-making by the private sector (ADB, 1995).

The policies of the government should be publicly available with confidence developed in its
intentions (AfDB, 1999). The concept of transparency is built on the free flow of information,
information should be directly accessible to those concerned and enough information should be
provided to render them understandable and monitor able form (UNDP, 1997).

According to Toksoz (2008) transparency indicates that public officials carry out the decision
making processes and their implementation in an open manner and share them with other
stakeholders. The principle of transparency is predicated and built on free information flow and
dissemination. Therefore, to guarantee good governance practice, therefore, government policies
are to be openly disseminated to the entire citizenry and the policies should be such that citizens

20
can easily develop confidence in their intentions. In fact, the processes of decision-making, the
ultimate decisions reached and the government actions are expected to be made open and subject
to check by other organs of government and other non-governmental organizations (Gisselquist,
2012).

2.2.6.5. Responsiveness

This is also an important principle of good governance. The Institutions and their processes
should serve all stakeholders (UNDP, 1997). The government needs to have the capacity and
flexibility to rapidly respond to social changes (Toksoz, 2008). Responsiveness requires that all
institutional processes should serve all concerned citizens in society within an appropriate
period. Responsiveness, as a key principle of good governance theory; it specifies that a good
government requires the ability and elasticity to accommodate rapid changes in the society with
due consideration to the views of civil societies on what should be the overall interest of the
public and also stipulates with the will to constantly reassess its activities in the society
(Gisselquist, 2012). As a matter of fact, change is the only permanent feature of any society and
it is inevitable. Therefore, good governance through the principle of responsiveness is required to
accommodate this inevitable change. The capacity as well as the flexibility of the government to
respond and accommodate societal change is referred to as responsiveness (Nanda, 2006).

2.2.7. Challenges of Good Governance

From the above discussion good governance implies the prevalence of accountability,
transparency in government functions, serving the public in the context of the rule of law,
responsiveness, equity and inclusiveness in decision making, effectiveness and efficiency in
service delivery.

Today, analysts and researchers agree in the notion that good governance plays a major role in
transforming a predatory society into a developing economy (Aye, 2016). It being so, the need
for good governance draws the attention of those who create policies, who rule the countries and
the public in general. Aye further argues that policies of economic liberalization introduced in
1991 have set the tone of urgency but the path towards good governance is not free from
obstructions particularly in the case of developing countries. Aye (2016) additionally explained
that all communities, particularly developing economies face difficulties in accomplishment of
good governance. According to the development of state identity literature the challenges are

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weak institutions, lack of participation & democratization, lack of social capital and
corruption…..etc.

Similarly in Ethiopia, many studies show that the practice of good governance faces challenges.
For instance, research conducted by Tessema, Defere, and Admas (2016) tried to assess the
challenges and prospects of good urban governance practices in land administration at Shambu
town, Horro Guduru Wollega basing five good governance principles, such as participation,
transparency, accountability, equity, effectiveness and efficiency. This study found that
corruption activities, negligence, lagging of response, lack of mechanism to ask about its deeds
and officials run for getting political loyalty from their bosses to either sustain their power or to
upgrade their position rather work to solve residents’ problem, lack of financial, material and
human resources, lack of institutional capacity are regarding major challenges.

Later, Fufa (2017) conducted research on “The Challenges of Good Governance in Ethiopia”.
Key findings from the study showed that the existence of corruption, lack of leadership
commitment, lack of employee commitment, lack of qualified leadership, lack of uniform
performance standards, among others, are major challenges of good governance.

At the same time, a study conducted by Pal (2017) on challenges and prospects of good
governance in Buee town 01 Kebele, Ethiopia. One is that there is the absence of people’s
participation in planning strategies, lack of awareness of good governance in poverty reduction,
also the absence of sufficient service delivery to the community. Another challenge is to develop
qualified and competent manpower. Not only this, the existing manpower lacks commitment in
discharging their duties. Later, Hailu (2018) also discusses the challenges and prospects of good
governance in some selected public institutions of Kemise town, Amhara region, Ethiopia. The
study prevails that the practice of good governance in the town is challenged by harmful
traditional practices, corruption, partisanship and bureaucrats skills and ethical problems.
Generally, from the above and other studies show that in our case the main challenges of good
governance which are taken for this study are corruption, political interference, bureaucrat’s
incompetence, delays, leadership problem, budget deficiency & misuse of funds.

2.2.8. Challenges of governance in the world

Governance is the process through which state and non state actors interact to design and
implement policies within a given set of formal and informal rules that shape and are shaped by

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power. Power is ability of groups and individuals to make others act in the interest of those
groups and individuals and to bring about specific outcomes (Dahl 1957; Lukes 2005).

Depending on the context, actors may establish a government as a set of formal state institutions
(organizations and rules) that enforce and implement policies. State actors play a more or less
important role with respect to non state actors such as civil society organizations and business
lobbies. In addition, governance takes place at different levels, from international bodies, to
national state institutions, to local government agencies, to community and business associations.
There are many challenges of governance in this real world .The most common ones are
mentioned shortly below.
Corruption:

There many kinds and types of corruptions that challenge the governance of the world, but the
researcher have tried to see the resource curse in Nigeria. In 2010, just a year after experiencing
a decade long bounty of windfall revenues from high oil prices, Nigeria was requesting budget
support from its development partners. From a long-term perspective, it is unclear how much of
Nigeria’s oil wealth has been saved to invest in the future, although a Sovereign Wealth Fund
was established in 2011 to address these concerns. According to a former governor of the central
bank, the country has lost billions of dollars to corruption by the National Petroleum Company.
Indeed, according to 2015 data from the Afro barometer survey, 78 percent of Nigerians feel that
the government is “doing badly in fighting corruption.”

Slums and exclusion in India’s cities

Urban development that stems from coordinated planning and investment by coalitions of
developers, bureaucrats, citizens, and politicians can lead to cities that are centers of growth,
innovation, and productivity. Planners can help ensure that infrastructure meets the demands of
investors who seek to maximize land rents, businesses that need connectivity to their consumers,
and citizens who want access to services and jobs. But many cities fail to deliver on these
promises.

China’s growth performance and growth challenges.

For four decades, China, while increasingly integrating its economy with the global economy,
grew at double-digit rates and lifted more than 700 million people out of poverty. This successful

23
track record of economic growth is well known. Yet, according to many frequently used
indicators, China’s institutional environment during this period appears not to have changed.
Does this imply that institutions do not matter for growth is question to be researched more.

Demanding better services in Brazil. In 2013 the world

When protests erupted in Brazil’s streets, with citizens complaining about the quality of public
Services, transport, education, and health as the 2014 FIFA World Cup soccer tournament
approached. Brazil had gone through 12 years of inclusive and sustained growth, which had
lifted more than 30 million people out of poverty and strengthened the middle class.

Therefore, governance drives policy effectiveness, but the above exemplary and other
challenges are still an obstacles for world governance.

2.2.9. Relationship between Good Governance and Service Delivery

1. According to Kenosi(2017) the relationship between records, good governance and service
delivery, especially in Africa, runs into immediate definitional ambiguities. This is because good
governance and service delivery mean different things to different African leaders, but
scientifically one could isolate from other. They have significant relationship each other.

Moreover, even the most criminal and tyrannical regimes in Africa claim to be motivated by
good governance and service delivery. This situation begs for a different definition of good
governance based on shared universal values.

2. Democratic decentralization tends strongly to enhance speed, quantity and quality of responses
from government institutions. But in some countries, it even likely to result in increased costs,
lessened efficiency and probably greater inequality. From this perspective this examines the
implications of the decentralization on quality of governance and service delivery in theory and
practice in India. This indicates the positive and significant relationship between service delivery
and good governance.

3. The recurring themes are an iterative approach to social accountability, close integration
between governance approaches and sectoral interventions and the interconnectedness of
interventions to strengthen state capabilities with those to empower citizens, linkages between
social accountability and public-service delivery outcomes, and the importance of provider

24
response for the sustainability of social accountability. This indicates that the relationship
between good governance and service delivery is one coin two face relation.

2.2.10. Service Delivery

2.2.10.1. Overview of Service Delivery

Service delivery is an aspect of the millennium development goals (MDGs) and a key indicator
of poverty (Njunwa, 2011). Only if a government fulfills its purpose of service and allows it to
honestly and clearly examine the national poverty level can achieve the national service delivery
goal and reduce the national poverty level. In its third meeting of the Committee on Human
Development and Civil Society held in Addis Ababa, Ethiopia, the United Nations Economic
and Social Council (2005) pronounced that the effective delivery of public services is central to
achieving the Millennium Development Goals (MDGs).

Currently, there is increasing dissatisfaction with public service delivery in most developing
countries due to common deficiencies in basic service coverage, access and quality (Paul, 1992).
The same is true for our country. Although several factors have led to this trend the fundamental
problems primarily related to governance issues were lack of transparency, responsiveness and
lack of accountability of services (Teshome, Tolossa, Mandefro &Alamirew, 2013).

Employing the principles of good governance in the public sector properly is very important for
an effort to improve citizens' satisfaction and quality of service delivery in a comprehensive
manner (Khalid, Alam, & Said, 2016).Similarly, in the past and current reform era, the Ethiopia
government has conducted various steps in promoting good governance to create efficient public
sector service delivery. Therefore, governments ensure service delivery fundamental
prerequisites for sustainable development and achieving multiple goals (UNESC, 2005).

2.2.10.2. Concept of Service Delivery

Service delivery is an essential function in the relationship between government and citizens
(Abe &Monisola, 2014). Service delivery is commonly understood to mean “the provision of
goods or services by a government or other organizations to those who need or demand them”.
This service delivery by whoever is constitutionally responsible requires other societal factors
into consideration. This includes evenly, rearrangement and reallocation of resources, social

25
equality, improvement of people’s living conditions and stimulating the economy to ensure
service provision sustainability (McLennan, 2009).

According to Katorobo (2007) suggests that a good approach in the provision of services
increases the capacity of public sectors to deliver services as per the demands and needs of
people. In this regard, the effect of services being provided should be measured to important and
well-designed measuring methods to improve the delivery process. Government performance is
measured through service delivery to its people (Eigema, 2007). The main measure for assessing
the quality of good governance by the government is the delivery of service to people.

Abe and Monisola (2014) also contend that the government is expected to deliver better services
to its people. They provided indicators for measuring services delivery to the public, such as low
inflation, better education, improved health care at affordable prices, access to clean water, good
roads and good transport networks for agricultural products and raw materials. Public service
delivery is also a key determinant of quality of life and an important element of poverty
reduction strategy (Nayak&Samanta, 2014).

Generally, states that the lack of services and an insufficient operating environment have a direct
influence on people’s demands for much-needed services and facilities. For instance, the more
the distance to access services the less the demand for such services. In other words, poor service
provision and lack of necessary infrastructures have negative implications on the people’s way of
life at the grassroots level. In this study, service delivery can be defined and conceptualized
based on the variables such as the accessibility of services, the efficiency of services and quality
of services.

Accessibility of Services

The accessibility services are defined as the availability of good service within a reasonable
scope of those who need them and it also include opening hours, appointment structures and
other facets of service organization and it is delivery that allows people to obtain services when
they need them (WHO, 2013). WHO Explain further that goods and services must be within
secure physical reach for all sectors of the population particularly vulnerable or stigmatized
communities such as ethnic minority groups, indigenous populations, women, children, youth,
old people and handicapped people.

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According to OECD (2013) public service accessibility can be considered a performance
criterion for governments that reflects their ability to accurately recognize the diversity, nature of
different requirements created, adjust channels for delivery and communication and guarantee
equity and fairness in delivery and distribution.

Efficiency of Services

The relationship between the one or more inputs (or production factors) and one or more outputs
of service is an efficiency of service. In order to spend taxpayers' cash wisely and as criteria for
choosing between many different spending priorities, policymakers and public sector
organizations are constantly under pressure to make efficiency gains (OECD, 2013).

In general, under the conditions of optimizing the consequences of operation in comparison to

the materials utilized, productivity can be attained and it is measured by measuring the effects
produced in their actions. Measuring efficiency requires measuring expense, resource
consumption of effort usually seen as input in the literature, measuring outcomes or outputs and
comparing the two (Mihaiu, Opreana, &Cristescu, 2010).

Service Quality

The quality of service has attracted the attention of many authors since the service sector has
played an important role in the world economy. In addition, it is considered as a critical
competency measure (Lewis, 1989). There is a serious debate over the definition of service
quality. One of the common features of service quality is the degree to which a service meets the
needs of its customers (Wisniewski &Donnely, 1996). It can be inferred that the quality of
service is the difference between service perceptions of customers and service perceived. When
expectations exceed results, perceived quality is less than satisfactory and dissatisfaction with
customers (Lewis and Mitchell, 1990).

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2.3. Theoretical Review

2.3.1. Theory of Governance

The word theory originates from the Latin theoria and the Greek theoro. This means
contemplation, speculation and perception (Mafunisa&Dzengwa, 2007). Moreover, in
accordance with their opinions, various authors interpreted the theory to describe a particular
case based on their frame of reference or thoughts. Let's appreciate some theories related to this
study.

2.3.1.1. Policy Network Theory

There are diversities of policy network theories. All share the similar generic policy network
concept. The concepts in which all approaches have meaningfully designed by Enroth (2011).
Enroth thoughts about the pluralism of the policy network theory on governance. The theory of
policy networks originates from the pluralism that emphasizes groups. Enroth claims that the
process of policymaking and good governance is possible through networks to provide a
structure that would properly manage the needs of both public and private actors.

According to Enroth (2011) the theory of the policy network concept is characterized by: first,
Inter-dependence: where participants utilize each other’s resources to achieve their objectives;
second, Coordination: where participant’s acting jointly to understand shared objectives and
third, Pluralism: networks are relatively autonomous regarding other networks and the state. The
state actors are very special and privileged kinds of participants. Instead of being just a player,
the state essentially establishes the game rules for network activity by founding the legal and
institutional structure within which networking takes place.

2.3.1.2. Rational Choice Theory

The rational choice theory was discussed by Dowding (2011). Dowding holds that rational
choice theory is not a theory of how society or governing processes work, but it is a methodology
or perspective that poses questions about the social world and provides certain standard
techniques to answer the questions. The rational choice theory focuses on non-predictability of
politics, institutional instability, commitment problems, the hazards of principal-agent relations
and democracy conflicts. Additionally, rational choice theory can inspire certain managerial

28
reforms related with the new governance and can provide a critical perspective on just those
reforms (Dowding, 2011).

2.3.1.3. Interpretive Theory

The Interpretive theory was discussed by Bevir (2011). Bevir holds that interpretive theorists
believe that meanings were constitutive of actions and they reject the lingering positivism of
most approaches to governance. Interpretive theorists imply that it is impossible for people to
discuss actions and practices apart from the intentions of the actors because they appeal to
storytelling. Bevir further holds that people act on beliefs, thus interpretive social theorists can
explain actions only by appealing to the beliefs of the actors. Interpretive theorists view
governance as decentered (Bevir, 2011).

2.3.1.4. Organization Theory

Christensen and Tschirhart (2011) discuss the organization theory. The authors assert that
organization theory has four broad categories, namely: natural selection view, collection action
view, system structural view and strategic choice view. These categories are dependent on either
micro or macro level as well as deterministic or voluntaristic.

The Micro-level theories focus on individual organizations and include system-structural view
and strategic choice view, while macro-level theories emphasize on community organizations
and include natural selection view and collective action view. Deterministic micro-level theories
motivate a system-structural view, but voluntaristic theories motivate strategic choices and
consider collective action view as constructed, autonomous and enacted (Christensen and
Tschirhart, 2011).

2.3.1.5. Institutional Theory

Peters (2011) debates three institutional theories of governance. The first approach is the
normative institutionalism, which has helped as the basis for the resurgence of institutional
theory in political science. Peters claims that this approach is frequently related with the work of
March and Olsen (1989) and has deep roots in the sociological study of organizations and
institutions. The normative institutionalism approach emphases on the role of values and
symbols to define appropriate engagements for individuals and shape institutions. Therefore,

29
from the normative perspective on institutions, the logical function of an institution is to generate
and sustain values between its members.

The second approach is rational choice institutionalism, which exploits the rational choice theory
assumptions to realize institutions and to design better ones. Peters (2001) emphasizes that this
approach has provided one of the more important relationships between structures and processes.
He additionally argues that institutions are designed to resolve a number of difficulties that
cannot be resolved by individuals acting alone.

The third approach is historical institutionalism, which emphases on rules and behavior.
According to Peters (2011), the historical approach perspective is the process that has been
institutionalized and tends to push towards preserving the current policies and programs of the
structures. Peters in addition argues that an institutional approach to governance will emphasize
the predictability of policy responses within governance. Therefore, the principal manner in
which institutions impact on governance is that institutions denote the interaction of structures
and processes for governing (Peters, 2011).

2.4. Governance, Good Governance and Service Delivery

Stillman (2010) argues that the origin and growth of public governance and public administration
after the dawn of the twentieth century was directly related to the rapid expansion of democracy
in all spheres of public life. Broadly speaking there should be an increase in equal participation,
accountability and transparency in the governance of public organizations to ensure effective and
inclusive service delivery. Stillman (2010) further explains that development has influenced
public administration reforms in developed countries, particularly western nations.

According to the United Nations (2009) comparatively, another broad trend in several
developing countries after independence was the changing of state responsibility. This is because
to adapt to the expansion and development of the private sector as well as increasing demands
and needs of underprivileged groups in society. This rapid development and change have been
influenced by governance practices and service delivery as well as the overall changes and
changing role of the states; it led to corresponding development in state agencies.

Subsequently, governance practices were extended, to include the broader spectrum of society to
ensure effective service delivery. Many governments in developing countries including Ethiopia

30
are committed to the principles of democracy and applying good governance practices to make
sure that government institutions respond to the needs of the people. The performance of public
service to a larger extent depends on the governance structures and practices which are in place
and employed respectively (United Nations, 2009).

If no operational governance structures are in place, public service performance will be affected.
Similarly, if there are no good governance practices in place, the performance of public officials
will be in question and eventually service delivery to the people will be affected. In general, this
means that weakened governance structures, processes and bad practices have a negative effect
on public service regarding service delivery (United Nations, 2009).

Moreover, Mulikita (2002) maintains that the initial function of public government is the
creation of an enabling environment to facilitate sustainable socio-economic development. If
availed, such an environment encourages the private sector to invest more in the economic
development areas to create wealth and opportunities for people to make a living. In reality, this
may not only lead to increased job opportunities but also facilitate effective service delivery to
the people.

According to Shafritz and Hyde (2012) confirm that good governance seeks the elimination of
waste, the conservation of material and energy, the most rapid and full achievement of public
purposes consistent with the economy and the welfare of the people. Bourgon (2009) argues that
applying good governance practices in the public sector allows governments to improve their
capacity to tap the collective intelligence of society to derive information, sense from evolving
social system patterns and trends.

Similarly, Nealer and Naude (2011) argued that those charged with public service
responsibilities must have the capacities to introduce and apply good governance practices to
promote a seamless, open, ethical, professional and accountable system of governance. Based on
Nealer and Naude (2011) this can be done through: - first, continuously participating the broader
community in the decision-making process through appropriate public, private and development
sector partnerships. Second, the system must ensure social, ethical and political accountability.
Third, the system must develop appropriate monitoring, evaluation systems, reporting systems
and processes. Fourth, the system must build the capacity and capability of all relevant
governance bodies.

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2.5. Empirical Review

2.5.1. Global Studies Experience

In Bangladesh Hossen (2011) conducted a study on governance and good governance related
issues and sustainable development. This study used secondary sources and explanatory design.
The study found that democracy and governance in both public and private institutions in
Bangladesh continue to be afflicted by violence, corruption, ineffective laws, abuse of human
rights, Lack of rule of law, non-accountability and extreme politicization of all governments’
institutions, including the judiciary.

Another study conducted by Rana et.al (2019) on the impact of accountability on public service
delivery efficiency in Pakistan. The main purpose of this study is to examine the impact of
accountability on public service delivery efficiency of Pakistan’s waste management companies.
This study focused on accountability to enhance public service delivery efficiency in waste
management company’s agencies. This study examined the relationship between accountability
and efficiency of public service delivery.

The study comprises two associations; which are Faisalabad Waste Management Association and
Punjab Gujarat Waste Management Association of Punjab. A sample size of 60 was selected
from each association. A navigation overview tool was used for the information. A total sample
size of 120 was selected from the Waste Management Association. The significant respondents
were the members of the organization on waste management that served in the company. The
questionnaire collected data and then analyzed it. The results showed a positive and strong
relationship between accountability as an independent variable and the effectiveness of public
service delivery as dependent variables. This can therefore be argued that transparency has a
significant positive impact on the quality of public service delivery.

In Indonesia, Enikolopov and Zhuravskaya (2007) conducted an empirical study on

decentralization and political institutions using both cross-section and panel data from
developing and transition countries and find that fiscal decentralization significantly improves
government quality measured both in terms of government efficiency, regulatory quality, control
of corruption and rule of law and in terms of public service delivery. In a similar vein, Sujarwoto
(2012) also conducted research on political decentralization and local public services

32
performance and surveyed 8,320 households living in 120 local governments to investigate the
association between political decentralization and local public service performance.

The study found that effective local political systems, better-informed people, transparency,
citizen political participation by community programs and the involvement of the social group in
the community are significant in improving the performance of local public service.

In south Tangerang city Indonesia, Nugraha et al. (2015) also conducted research on the quality
of public service from the perspective of good governance. The study used a qualitative approach
that was expected to reveal the general truth of the total and actual hidden events. The sources of
data are informants, events and documents. Data collection techniques used interviews,
observation and document review. Interviews were conducted with key informants, practices
were observed in the field, various documents were reviewed and data were analyzed.

The study found that public service is low due to the complexity of inquiries, complicated
procedures and lack of time and cost in commercial licensing services. It is becoming one of the
contributing factors to the contribution of thousands of unlicensed traders in South Tangerang
city. Even if public service based on good governance can increase the quality of service licenses
and encourage merchants to purchase business licenses immediately.

However, the results show that the quality of public services assessed from a good governance
point of view in South Tangerang city business licenses is still low. The situation is due to low
staff quality aspects, and a lack of budget support. The existing model of government service in
commercial licenses in the city of south Tanigrarag is based on the state of government that was
still dominated by service providers and excluding the business actors and civil society.

2.5.2. African Studies

Experience in Kenya, Keraro and Isoe (2015) conducted research to establish the “Role of Good
Governance Structure in Enhancing Service Delivery for Social Economic Development”. The
research used a stratified random sampling technique by dividing the counties of a Forty-Seven
into eight geographic regions, similar to the eight extinct provinces of Kenya from which eight
counties were conveniently chosen and a scientifically defined sample size of two hundred and
eleven. Questionnaires and interview guidelines have been used to collect data. This was

33
analyzed with the data collected. The study found that governance structures play a key role in
enhancing service delivery for country social-economic growth in Kenya.

In the same year, in Namibia, Helao (2015) conducted a study on “evaluating and examining
governance structures and practices and service delivery;” to provide a detailed understanding of
the situation of governance and service delivery at the sub-national level. The research used the
case study of the Oshana Region to assess whether governance processes in Namibia have a
bearing on service delivery at sub-national levels.

The qualitative research approach was used and qualitative data were collected. Scientifically,
information was gathered, and good governance practices were proposed to improve the
performance of public service and thereby enhance the service delivery. The study found good
governance practices were practiced by the Namibian government and offered basic services
topeople. Nevertheless, several public agencies' have ineffective governance practices that delay
service delivery.

There was a study conducted on “Local Governance and Service Delivery in Nigeria” by Ibok
and Ibom (2014) to assess the effectiveness of local governance in providing service delivery in
Nigeria. The research followed as its theoretical basis a historical and descriptive approach to
data collection as well as the basic needs approach.

The study argues that governance at the local level plays an important role in ensuring effective
service delivery and creating accountability to the public. Its success depends on good
governance which is fairly decentralized from the concept of governance. Good governance
promotes equity, transparency, accountability, and the rule of law effectively, efficiently and
sustainably. It was believed that at the local level democratic governance would ensure that rural
people could choose their leaders who could meet their needs by ensuring improved service
delivery. But, the reality on the ground has proved otherwise.

Therefore, the study found that elected leaders at the local level failed to meet the basic needs of
the people due to bad leadership, lack of accountability and transparency, the shortage of funds
allocated and the inability to properly utilize available resources have negatively impacted local
service delivery.

34
Ali (2017) has conducted a study to explore “The Role of Good Governance Practices in
Improving Service Delivery in Public Institutions in Tanzania Using Electricity Supply Ltd”.
The methodology used for conducting this study was a qualitative research design that used a
random sampling method to select respondents. Questionnaires have made used to collect raw
data from the respondents. Secondary data was also used.

The study revealed that good governance has contributed to the provision of quality services at
Tanzania Electric Supply Company limited. The study also found that good governance practices
in Tanzania Electric Supply Company limited can be impeded by various factors such as
bureaucracy, corruption and delays. Finally, the study concluded there is a direct link between
good governance and provision of services delivery.

2.5.3. Local Studies

Experience Bjerkli (2013) conducted research on " Governance on the Ground: of Solid Waste
Management in Addis Ababa”. This research was conducted on solid waste management with
the objective of finding the reasons behind Addis Ababa’s poor solid waste management
situation.

The research used an ethnographic approach to examine the subjective viewpoints of the actors
interested in Addis Ababa's solid waste management. The main method used was semi-structured
interviews intended to capture the respondents' subjective views and to recognize conflicting
interests. Furthermore, personal observation, records, and reviews of newspapers were used. The
methods were used to compare the subjective views and official rules with observations in the
field.

The study findings found that power and politics have an impact on the way solid waste is
managed in the city and that the pledge of good governance has done the exact opposite of
official targets and remained just a question of rhetoric. Even if the government of Ethiopia has
implemented good governance strategies to match its own needs and goals, this has not
culminated in any change in the city's solid waste management.

Later, the research conducted by Beyene (2016) on “governance and public service delivery: The
Case of Water Supply in Akaki- Kality sub-city”. The research explores the governance and
delivery of water supply in the sub-city. The main objectives of the study were: To assess the

35
effectiveness of the government's system in water service delivery with respect to capability,
accountability and responsiveness framework to assess customer satisfaction with water supply
in the sub-city and identify major barriers to water service.

The qualitative and semi-quantitative method was used in the study. Key informant interviews
were implemented in the study. Although the survey covers water supply and access to view
customer satisfaction more than 50 percent respondents were dissatisfied with water supply in
the sub-city. The findings of the study show that most respondents disagreed about the
effectiveness of the system. The findings also explain the reason for the existence of a lack of
transparency, accountability and responsiveness in the water supply, the limitation of the private
sector in the provision of clean drinking water and the role of society when it comes to making
service delivery decisions.

Similarly, Tadesse, (2014) conducted a study on “service delivery and governance system in the
road agencies of the Benishangul Gumuz regional state in Ethiopia”. Specifically, the study
examined the capacity and role of different actors and the good governance system in the public
service delivery in the regional state. The study has utilized a mix of primary and secondary data
through semi-structured interviews and different online and published secondary data sources
and analyzed. Purposive sampling technique was adopted to identify the respondents from both
sides of the public service providers and the public service users.

The study revealed that although individuals play a leadership role among non-state actors, the
role of the public is still ignored. The designing of platforms in different good governance
programs that involved the public is still inadequate. The level of transparency is lower at lower
administrative levels and road agencies in the region are less responsive to public needs.

The main reasons for this problem are limited human resource capacity and political
interference; the absence of appropriate voicing mechanisms and media coverage has adversely
affected public responsiveness. On the other hand, there is no direct mechanism for which road
agencies are accountable to road users. The major problems are staff incompetence within the
regional road agencies and lack of qualifications on their part for the position they hold and lastly
the existing imbalance in budgetary allocation between higher and lower level agencies. These in
turn negatively affected the level of transparency, responsiveness, voicing and accountability.

36
2.6. Conceptual Framework

GOOD GOVERNANCE

Indepe
ndent
Variabl
es

Challenges of Governance

 Corruption
 Political interference
 Bureaucracy
 Leadership problem Resp
onsiv
 Budget deficiency& Misuse enes
of funds s
Leads to

Poor Service Delivery
Services delivery
SERVICE DELIVERY
 Accessibility
 Service Efficiency
37
 Service quality?
 Leads to
Figure 2.1: Conceptual Framework

Source: based on theoretical review

Effective Services delivery

2.6.1. Description of Conceptual Framework

The conceptual framework was developed based on the literature reviewed in this study. The
above conceptual framework shows that in this study the independent variable was good
governance which was defined by accountability, participation, rule of law, transparency and
responsiveness principle. The framework shows that the well practice of good governance
activities such as accountability, participation, rule of law, transparency and responsiveness had
a positive impact on the dependent variable in this study.

The dependent variable was service delivery which was defined by accessibility, efficiency and
quality of service delivery. The framework shows that there are also interference factors for good
governance such as corruption, Leadership problems, political interference, and bureaucrat’s
incompetence, lack of awareness, budget deficiency & Misuse of funds that affect service
delivery in a negative way.

2.7. Research Gap

Based on various literature reviewed in this study, the study found that many investigations have
been conducted on governance and service delivery in public institutions. In our country, most
studies on the topic of good governance and service delivery were focused on prospects and
challenges of good governance. Very little research has been conducted to determine the
connection between good governance and in public institutions service delivery in Addis Ababa
City Administration. The same is true in the case of Ethiopia.

Additionally, in most experiential studies which are reviewed by this study, there is an inequity
in the concentration on good governance and service delivery measuring variables. Most studies

38
that deal about governance and service delivery while they measure governance process, focus
on the structure of governance, they lack focusing on the processes and outcomes of good
governance as well as lack focusing on other dimensions of good governance such as the rule of
law and transparency.

On the other hand, while they measure service delivery, most studies tend to concentrate on
service accessibility and disregard other dimensions of service delivery such as quality and
efficiency of service. Therefore, the research aims to fill this gap as well as to provide material
for further research and reference.

CHAPTER THREE

THE RESEARCH METHODOLOGY AND DESIGN

3.1. Introduction

Under this chapter, this study will tries to discuss the research methodology which includes the
research design, research approach, research methods, data sources, sampling design and
techniques, research instruments as well as data processing, and methods of data analysis.

3.2. Research Design

Research design is the blueprint for fulfilling research objectives and answering the research
questions. According to (Creswell, 2014) research design is the arrangement and structure used
to regulate the study to attain the research objectives and answer the research questions. It
ensured that the study was relevant to the problem and that it uses economical procedures.

The research design employed under this study will descriptive and explanatory. The reason for
using descriptive research design will; to describe the state of affairs as it exists at present and
explanatory research design will better to connect ideas to understand the cause and effect of the
variables (Creswell, 2014).

39
3.3. Research Approach

To answer the proposed research questions, the study will employs both combination of
quantitative and qualitative research design. It was tried to address the descriptive and
explanatory research approaches.

According to (Kothari, 2004) a quantitative research approach was used to describe the
numerical aspects and quantitative data was collected and analyzed in an integrated manner. The
basic reason for choosing the quantitative and qualitative research approach is, according to
(Bryman& Bell, 2003) advise the mixed research approach is rising as the most valid and reliable
way to develop the understanding of complex social reality rather than individual approach. The
researcher has also believe that a mixed approach will better to understand the practice,
challenges as well as to what extent good governance affected service delivery. Therefore, the
researcher will uses a mixed approach, to gather all the necessary data and information deeply.

3.4. Population and Sampling Design

3.4.1. Population

According to (Singh, 2007), population refers to all elements (individuals, objects, and events)
that meet the sample criterion for inclusion in a report. The target population for this study will
comprised of employees, managers and leaders of Kirkos Sub-City Public service Administration
selected offices. As indicate by Kirkos sub-city administration public service office, the
administrations has a total population of ------ employees, managers, and group leaders.

3.4.2. Sampling Frame

The optimal sample size in a study will determined by the characteristics of the population and
the study's goal, there are no hard and fast standards, the sample size is usually determined by the
population being sampled. There are several methods to determining sample size. Given the total
population, the number is known; Yamane’s (1967) formula is used to calculate a sample size
that could accurately represent the total -----employees, managers, and group leaders in the
Kirkos sub-city administration in the public service sector. The formula in the figure is used to
calculate the sample size. 95% confidence level and p = .05 will assumed to be appropriate for
this equation.

40
 N
n=
1+ N ¿ ¿

The formula used to calculate the sample size of the study (Yamane, 1967)
Where n = the sample size, N= population size, and e = level of precision.
n= ❑ = ❑ =¿=--------
1+() ( 0.05 ) ❑
2

The sample size for the study will -------- employees, managers, and group leaders.
Table 3.1 Number of Samples from each Sector.

No. Selected sub-cities Kirkos sub-city MSEs

Total population Sample
1 Managers
2 Group leaders
3 Employees
4 Total

3.4.3. Sample Technique

In order to get reliable information about the researched topic in the study area respondents or
the study population was selected by using both a purposive sampling technique and census
method sampling techniques.

In order to get reliable information about the researched topic, the researcher will applied
stratified and simple random sampling techniques. This technique will preferable because it
helps in minimizing bias that may come because of the high cost and the long time it needs when
dealing with the population. Before picking items for the sample, the sampling frame can be
arranged into generally homogeneous groups (strata) using this procedure. According to
(Dawson, 2013), this step increases the probability that the final sample will be represented in
terms of the stratified groups. The strata‘s are employees, managers, and group leaders.

41
3.5. Data Sources

To achieve the research objective, both primary and secondary data sources were used in the
study.

3.5.1. Primary Data Source

Primary data will collected through a structured closed-ended and open-ended questionnaires
from the representative of the total population of Kirkos sub-cities public service office and the
tools for gathering primary data were questionnaire, interviews, focus group discussion. The
survey questionnaire in this study contained a five-scale pointing rating from (1) strongly
disagree to strongly agree (5). These continuous scales are the scales that are used to weigh the
objects/measurement on the instrument.

3.5.2. Secondary Data Source

Secondary data will also collected from both published and unpublished materials includes
regulations, proclamation, directives, government publications, books, journals, performance
reports, different articles, thesis and dissertations, etc., will explored and collected from different
kinds of literature and internets.

3.6. Data analysis method

The method the researcher used to analyze the data will quantitative analysis, such as percentage,
tabulation representation, and description method. The collected data will organized, analyzed,
interpreted, and discussed using a Statistical Package for Social Science (SPSS) version 26. All
collected quantitative data will analyzed using descriptive statistics like frequency, percentage,
mean and standard deviation. Whereas, statistics (Pearson correlation and multiple linear
regression) Pearson correlation will applied to observe the relationship between independent and
dependent variables. Multiple linear regression is also applied to show the effect of independent
variables on the dependent variables.

42
3.7. Validity and Reliability tests

3.7.1 Validity

The degree to which a test measures what it claims to measure is known as validity (Creswell,
2003). Validity is defined as the accuracy and usefulness of inferences drawn from study
findings. To make sure the research’s validity, the researcher used reliable source such as
published researches, books, and recent articles which were written on the Practice and
Challenges of Governance and Service Delivery. Based on the respondent’s response addition,
omission, and modification of questions will undertake. To further refine the accuracy of the
instrument, a questionnaire will administered and prepared with standardized questions from
different sources and the research advisor also provided valuable comments on the prepared
questionnaire.

3.7.2 Reliability

A measuring device is dependable, according to (Kothari, 2004), if it produces consistent results.

A reliability test will also performed to check the internal consistency and accuracy of the
measurement scale. For testing the reliability of the data instrument, Cronbach’s alpha will used.
It is a popular measure of internal consistency or reliability test score for a group of examinees.
The measures between 0.8 and 0.95 are considered to have very well reliability. Scales with
coefficient alpha between 0.7 and 0.8 are considered to have good reliability and coefficient
alpha between 0.6 and 0.7 indicates fair reliability (Kothari, 2004).

3.8. Ethical Consideration

The objective of ethics is to ensure that no one is harmed or suffers adverse consequences from
the research activities. All relevant data for this study will collected by issuing an official letter
to the concerned organizations. The researcher explained and informed the respondents about the
importance of the study and their willingness and consent commitment before distributing
questionnaires. The respondents also have the right to refuse or terminate at any point in the data
collecting process. Regarding the right to anonymity and confidentiality, the participants will not
forced to write their names on the questionnaire and confirmed that their responses will not in
any way linked to them.

43
 4. Work plan for the research

No
Tasks to be performed Responsible Oct Nov. Dec. Jan. Feb. Mar. Apr. May.
Person 2021 2021 20201 2022 2022 2022 2022 2022
1 Topic selection Investigator √ √

2 Collection of useful Investigator √ √ √ √ √ √ √

materials
3 Prepare proposal and Investigator √ √ √ √
submit

44
 4 Distribute Investigator √ √
Questionnaire
5 Data collection and Investigator √ √ √
editing
6 Compilation and Investigator √ √ √
analysis of data
7 Prepare final report Investigator √ √
8 Submission of final Investigator √
report
9 Presenting final Investigator √
research report

5. Budget break down of the research

Description NO Item Unit Quantity Per Birr Total cost Birr

unit

Pens Number 8 10.00 80.00

stationary and personal

2 Pencil Number 2 5.00 10.00

cost

3 Paper Pack 6 400.00 2,400.00

4 Note book Number 2 35.00 70.00

5 Typist Number 1 1,500.00 1,500.00

45
 6 Binder Number 3 15.00 75.00

7 Transportation cost Birr 1,500.00 1,500.00

8 Flash disk Number 1 350.00 350.00

9 Research data entry Number 1 2,000.00 2,000.00

10 Photo copy Birr 500.00 500.00

11 Print cost Birr 850.00 850.00

Other Birr 2,000.00

12
miscellaneous

13 Contingency Birr 2,500.00

13,835.00
14
Total cost

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