The Implementation of Good Governance in Service Provisions

Addis Ababa city administration is characterised poorly in the implementation of good governance. The main objective of the study was to assess the implementation of good governance while rendering services to the citizens. The study employed both quantitative and qualitative approaches. SPSS statistic was used for the descriptive analysis. The findings indicate favourable results in meeting the needs of citizens. Although the implementation process has brought tangible results, it is not free from some challenges. Limitations in providing services while balanced interests in a timely, appropriate, and responsive manner; inefficiency and ineffectiveness; limitations in information distribution; and lack of equal opportunities in the decision-making process were the challenges. In conclusion, both achievements and failures were observed. At last, understanding customers’ expectations in service provisions; systematizing customers’ feedback; and continuous awareness creation to the staff are the recommendations identified for future development.