| Abstract: | E-governance in Ethiopia has had a significant impact on public administration, changing the
environment in which the public service operates, adding new concepts and methods to its
operations and changing the relative weight and relationships among established elements of
public administration. Perhaps the single most powerful concept inherent in e-government is
citizen-centered service delivery. In this view, government services should be designed from the
starting point of meeting citizens’ needs or of helping citizens to meet their civic obligations.
In Ethiopian electronic environment, citizen capacity is a key factor as well as citizen’s need and
public administration is pulled to present itself where the public is located, physically and online.
One of the integral parts of the citizen-centered work is self-service, in which the customer
assumes many of the administrative tasks performed by the service provider. In this context, tollfree
888 Call-Centre services in Ethiopia can perform on twenty-four hours in a week basis.
Ethiopia has started e-government services as a mechanism to raise changes in its governance
systems for achieving the growth and transformation plan (GTP) goals and to ensure better
service delivery to citizens. This ensures improved public sector efficiency, accountability and
responsiveness.
This paper argues that a successful adoption of call centre has the potential to provide better
service delivery at reduced costs, increase public sector efficiency, minimise corruption and
improve the accountability, transparency and responsiveness of the public sector. Nevertheless,
it is however; acknowledged that initiatives in 888 call centre in Ethiopia is fraught with
numerous challenges that include lack of infrastructure, low tele-density, bureaucratic
inefficiency and administrative corruption. Hence, this research will show the shortcomings and
will recommend important issues to address those problems. |
