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Governance and Public Service Delivery: the Case of Water Supply and Roads Services Delivery in Addis Ababa and Hawassa Cities, Ethiopia

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Governance and Public Service Delivery: the Case of Water Supply and Roads Services Delivery in Addis Ababa and Hawassa Cities, Ethiopia Governance and Public Service Delivery: The case of water supply and roads services delivery in Addis Ababa and Hawassa Cities, Ethiopia By: Regional and Local Development Studies, Addis Ababa University January 2013 This report was produced in the context of a Global Research Project, ‘Varieties of Governance: Effective Public Service Delivery’, generously supported by the UK Government through the Partnership for African Social and Governance Research (PASGR). The views herein are those of the author(s), and do not necessarily represent those of PASGR. For any inquiries, contact: Institute for Regional and Local Development Studies Addis Ababa University P. O. Box 1176, Addis Ababa, Ethiopia Email: [email protected] Website: http://www.aau.edu.et/index.php/home-new Research Team Members Dr. Woldeab Teshome (Team Leader) Dr. Degefa Tolossa Dr. Fenta Mandefro Dr. Bamlaku Alamirew Governance and Public Service Delivery: The case of water supply and roads services delivery in Addis Ababa and Hawassa Cities, Ethiopia Contents Executive Summary ...............................................................................................i 1. Introduction ..................................................................................................... 1 1.1 Problem statement ..................................................................................... 1 1.2 Research objectives ................................................................................... 3 1.3 Research questions ................................................................................... 3 1.4 Organization of the report .......................................................................... 4 2. Background of the country and the contexts of the sectors .............................. 4 3. Conceptual framework and literature review: governance of effective public services provision ......................................................................................................... 7 3.1 Theoretical framework ................................................................................. 7 3.1.1 The supply side of public service delivery ............................................. 9 3.1.2 The demand side of public service delivery ........................................ 12 4. Methodology ................................................................................................. 15 4.1 Selection of study cities, sites and sample respondents ...................... 15 4.2 Methods of data collection ................................................................... 17 4.3 Type of data and measurement of variables ....................................... 17 4.4 Model/Equations to be estimated and tested ....................................... 19 5. Results and discussions ................................................................................. 21 5.1 Organization and management of water and road service delivery .......... 21 5.2 Type and roles of actors in water and roads services ............................... 22 5.3 Features of water and roads service delivery governance ........................ 24 5.3.1 Capacity .............................................................................................. 24 5.3.2 Transparency ...................................................................................... 25 5.3.3 Responsiveness ................................................................................. 27 Governance and Public Service Delivery: The case of water supply and roads services delivery in Addis Ababa and Hawassa Cities, Ethiopia 5.3.4 Complaint handling and voicing mechanisms ..................................... 28 5.3.5 Accountability mechanisms ................................................................. 29 5.4 Assessment of customers’ satisfaction ..................................................... 30 5.4.1 Access ................................................................................................ 30 5.4.2 Water supply regularity and road availability ...................................... 32 5.5 Challenges and opportunities ............................................................... 36 6. Summary of key findings, conclusion and policy implications ........................ 37 6.1 Summary of key findings ........................................................................... 38 6.2 Conclusion ................................................................................................ 41 6.3 Policy implications ..................................................................................... 42 References ......................................................................................................... 44 Annexes ............................................................................................................. 48 Governance and Public Service Delivery: The case of water supply and roads services delivery in Addis Ababa and Hawassa Cities, Ethiopia Abbreviations AACRA Addis Ababa City Roads Authority AAWSA Addis Ababa Water and Sewerage Authority AfDB African Development Bank BPR Business Process Reengineering CBOs Community Based Organizations ECA Economic Commission for Africa ERA Ethiopian Roads Authority EPRDF Ethiopian Peoples’ Revolutionary Democratic Front ETB Ethiopian Birr FGDs Focus Group Discussions GTP Growth and Transformation Plan HCM Hawassa City Municipality HWSE Hawassa Water and Service Enterprise MoFED Ministry of Finance and Economic Development n.d not dated NGOs Non Governmental Organizations NPM New Public Management PPP Public-Private Partnership RSDP Road Sector Development Program SNNPR Southern Nations, Nationalities and Peoples Region SPSS Statistical Package for Social Science SSA Sub-Saharan Africa UK United Kingdom UNDP United Nations Development Program WSDP Water Sector Development Program WSS Water Supply and Sanitation Governance and Public Service Delivery: The case of water supply and roads services delivery in Addis Ababa and Hawassa Cities, Ethiopia Executive Summary In the traditional approaches to public administration, it was assumed that public service production and delivery should be the sole responsibility of the state. In practice, however, due to the rapid rate and level of urbanization, resource deficiencies, and poor urban management governments alone could not be able to provide, operate and maintain public services to meet the demands of the people. This resulted in radical reforms that advocated the involvement of multiple non-state actors including private providers (both formal and informal) and civil society institutions in the delivery of services. Along with this theoretical framework, both the supply and demand sides of service delivery in roads and water supply underpin the study. While the supply side refers to the production and delivery of public services through the involvement of multiple governance actors, the demand side deals with community members and their organizational capacities to aggregate and articulate demand towards service providers with the objective of influencing the availability, access, quality and time of services provided, and to claim accountability of providers. The objectives of the study were to: i) explore the governance and delivery of public services in water and roads services in Addis Ababa and Hawassa; ii) assess the capacities of water supply and roads agencies to effectively deliver services; iii) examine transparency, accountability and voicing mechanisms in water and roads services delivery; iv) assess the degree and factors affecting clients’ satisfaction in water and roads services delivery; v) identify and analyze major differences between the two cities in the respective sectors in terms of important governance variables (alternative delivery mechanisms, transparency, accountability, and voicing mechanisms); and vi) recommend ways of improving the governance and delivery of water and roads services. With these specific objectives in mind, the major hypotheses established from both the theoretical and empirical literature include: i) weak capacity of the actors (in terms of technical and financial resources) is the cause for poor water and roads services delivery, which reduces the satisfaction level of clients; and ii) weak transparency, accountability and voicing mechanisms have contributed to the dissatisfaction of clients The research adopted a multiple case study approach. Using multistage sampling technique, Addis Ababa and Hawassa cities were selected as case studies. Then, three districts in each i Governance and Public Service Delivery: The case of water supply and roads services delivery in Addis Ababa and Hawassa Cities, Ethiopia city were selected for each sector. Finally, 1000 households were randomly selected for the survey. The survey covered a total of 1000 households (500 for each sector). Of the total households, 600 (300 for each sector) were in Addis Ababa while the remaining 400 (200 for each sector) were in Hawassa. Mixed data collection methods were used including survey, FGDs, key informant interviews and observation to generate first-hand data. Theoretical and empirical works on roads and water services were also reviewed. Qualitative data were generated by interviewing government officials and community members, and through conducting focused group discussions with service users. SPSS and STATA were used to enter survey data into computer. Once the data were cleaned and managed, various descriptive
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