ASSESSMENT OF SERVICE DELIVERY PRACTICES AND CHALLENGES ON LAND AND TENURE SERVICES: THE CASE OF KOLFE KERANYO SUB CITY LAND ADMINISTRATION OFFICE.

Abstract

This research paper intends to study the service delivery practices and challenges on land and tenure services specifically in Kolfe Keranyo Sub-city land administration Office. It focuses on showing the service delivery practice, determining the service delivery challenges, investigating the reasons for poor service delivery of the institution, and offering a solution to overcome that. The sources that are used for the research are both primary and secondary that enabled the researcher to draw better conclusions. Since it is focused on a specific organization, the research is case study and used descriptive research design. Qualitative and quantitative / mixed data collection method was adopted to collect data. The researcher used questionnaires to collect data from both sample population of customers and employees of the organization which are directly related to the service delivery process. All in all 120 Questionnaires were distributed to customers and 89 questionnaires for employees that the researcher used them as primary sources of information. To interpret the findings from the data collected, the researcher found it convenient to use tables and percentages. The major findings from the data are challenges in the service delivery process which should be given attention by the administration and improvement steps should be taken. The major findings are inconvenience of policies and procedures for the service, lack of technological support of the service delivery process, the insufficient speed and quality of services which both employees and customers rated it sufficient/medium. Conclusions are drawn and recommendations are also provided accordingly.