Civil Service Reform in Service Delivery. Service Delivery in Developing Countries: The case Adama Town in Ethiopia

      Аннотация: Civil Service is essential for the function of government. It is in this context that civil service reform forms a quintessential part for good governance. This study attempts to explain the civil service reform in the delivery of public services which is implemented in Adama city administration, Ethiopia. It aims at assessing whether the reform achieved the intended objectives about efficiency and effectives in the delivery of services, to render better quality services and be accountable for its failure, to produce committed citizens, and to bring attitudinal change towards public service delivery. To this end, the study starts by explaining the overall move for reform globally and then narrows its scope. It also deals with assessing the factors that led to the achievement or failure of the process in Adama city administration.

Ключевые слова: civil service reform and service delivery reform, Business Process Re-engineering