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

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