THE PRACTICE AND CHALLENGES OF SERVICE DELIVERY ADDIS KETEMA LABOR AND SKILL OFFICE, ADDISABABA CITY ADMINSTRATION ETHIOPIA.

Abstract

This study assesses the service delivery practices and challenges faced by the ADDIS KETEMA LABOR AND SKILLOFFICE in Addis Ababa, Ethiopia. As a crucial institution for facilitating employment and skill development, the office plays a significant role in addressing local unemployment and enhancing workforce skills. Despite its importance, the office encounters numerous challenges, including limited resources, bureaucratic inefficiencies, and inadequate stakeholder engagement, which hinders effective service delivery. Employing a mixed-methods approach, this research gathers both quantitative and qualitative data to evaluate current practices, identify barriers, and explore service user perceptions. The findings reveal that resource constraints significantly impact program effectiveness, while user dissatisfaction highlights the need for improved service quality and responsiveness to community needs. This study provides a comprehensive analysis of data collected from a survey of 138 questionnaires distributed among employees, achieving a response rate of 91%. The demographic profile of respondents reveals a significant representation of younger individuals, predominantly male, with the majority holding diploma-level education. The analysis delves into the relationship between service delivery and client satisfaction, employing descriptive statistics and inferential analysis. Key findings indicate that service accessibility, staff competence, service quality, and effective communication significantly influence client satisfaction. The chapter also assesses challenges in service delivery, highlighting issues such as inconsistent service quality and inadequate staff training. Inferential analysis, including regression and ANOVA tests, confirms a strong correlation between service delivery variables and client satisfaction, with an R-square value of 0.985, indicating that 98.5% of the variation in client satisfaction can be explained by the studied variables. The results underscore the importance of effective service delivery in enhancing client satisfaction and suggest areas for improvement to foster better organizational performance. The study aims to provide actionable recommendations for enhancing service delivery at the ADDIS KTEMA LABOR AND SKILL OFFICE, ultimately contributing to better governance and improved socio-economic outcomes for the local population. By addressing these challenges, the office can better fulfill its mandate and support the community's development effectively.