This study, “THE ROLE OF GOOD GOVERNANCE PRACTICES IN ENHANCING SERVICE DELIVERY IN PUBLIC INSTITUTIONS IN NIGERIA” contains concise information that will serve as a framework or guide for your project work. The project study is well-researched for academic purposes and are usually provided in complete chapters with adequate References. Keywords: THE ROLE OF GOOD GOVERNANCE PRACTICES IN ENHANCING SERVICE DELIVERY IN PUBLIC INSTITUTIONS IN NIGERIA
TABLE OF CONTENTS CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY 1.2 STATEMENT OF THE PROBLEM 1.3 OBJECTIVES OF THE STUDY 1.4 RESEARCH QUESTIONS 1.5 RESEARCH HYPOTHESIS 1.6 SIGNIFICANCE OF THE STUDY 1.7 SCOPE OF THE STUDY 1.8 LIMITATION OF THE STUDY 1.9 DEFINITION OF TERMS CHAPTER TWO LITERATURE REVIEW 2.1 CONCEPT OF GOOD GOVERNANCE 2.2 GOOD GOVERNANCE IN PUBLIC INSTITUTIONS 2.3 GOOD GOVERNANCE VERSUS SERVICE DELIVERY IN PUBLIC INSTITUTION 2.4 CHALLENGES FACING GOOD GOVERNANCE IN PUBLIC INSTITUTIONS 2.5 THE CONCEPT OF E-GOVERNANCE AND PUBLIC SERVICE DELIVERY CHAPTER THREE RESEARCH METHODOLOGY 3.1 INTRODUCTION 3.2 RESEARCH DESIGN 3.3 STUDY POPULATION 3.4 SAMPLE AND SAMPLING TECHNIQUE 3.5 DATA FOR THE STUDY: INSTRUMENTATION 3.5.1 INSTRUMENTATION 3.5.2 VALIDITY OF INSTRUMENT 3.6 METHOD OF DATA ANALYSIS CHAPTER FOUR 4.0 DATA PRESENTATION, ANALYSIS AND INTERPRETATION 4.1 INTRODUCTION 4.2 DATA ANALYSIS (QUESTIONNAIRE) CHAPTER FIVE SUMMARY CONCLUSION AND RECOMMENDATIONS 5.1 SUMMARY OF FINDINGS 5.2 CONCLUSION 5.3 RECOMMENDATION REFERENCES QUESTIONNAIRE CHAPTER ONE INTRODUCTION 1.1 BACKGROUND OF THE STUDY The public service in Nigeria is the machinery of government through which policies are implemented. However, apart from this key function, it also provides services through the Ministries, Department and Agencies. Over the years, these services have been said to be poor in terms of the way and manner in which they are delivered. This is often classified as the traditional public administration characterized by “paper based long procedures that makes the citizen dissatisfied with the services because of several problems such as delay in the service, corruption and offices are centrally located” (Karim, 2015:49). This development has led to so much clamour for reform due to the time-consuming nature and quality in public service delivery, which has to do with too many procedures and lack of transparency (Arkes, 2015; Amukugo & Peters, 2016). It is against the afore-mentioned that one of the reform tools suggested for improving governmental processes and service delivery in Nigeria has been the adoption of e-governance. This is because e-governance implementation is believed to be one of the panaceas in ensuring better public service delivery (Ojo, 2014; Abasilim & Edet, 2015; Gberevbie, Iyoha, Ayo, Abasilim & Ojeka, 2016; Ogunsola & Tiamiyu, 2017). Over the years, the federal government of Nigeria has adopted e-governance technologies to enhance service delivery in the public sector with the aim of improving service delivery for the benefits of the citizens. In support of this movement, many ministries have contributed by introducing policies in support of the technological movement. Good governance, in this era has drawn public awareness of the operations of public institutions. It has also become an important factor in the consideration of a nation’s ability to adhere to universally acceptable democratic standards (Bratton and Rothchild, 2012). It ensures that political, social and economic priorities are based on broad consensus in society and that the voices of the poorest and the most vulnerable are heard in decision-making over the allocation of development resources (World Bank, 2003). Good governance in the public sector aims to encourage better service delivery and improved accountability by establishing a standard for good governance in the public sector (IFA, 2013). Effective governance in the public sector encourages better decision making, efficient use of resources and strengthens accountability for the stewardship of resources (Mutahaba, 2012). According to IFA (2013), good governance is characterized by strong inspection which provides important pressures for enhancing public sector performance and tackling misconduct. It also improves management, leading to more effective implementation of the chosen interventions, better service delivery and better outcomes. The principles of good governance such as participation, rule of law, transparency, accountability, fairness and efficiency enable employees to be more effective and transparent in providing high quality services. It also protects them from the tendency towards misconduct (Alaaraj, 2014). On the other hand, weak governance compromises service delivery and tends to benefit a selected elite. There is worldwide dissatisfaction with the quality of service offered in public institutions. Many people complain about the quality of customer service representatives, facilities, procedure/policies and the general atmosphere of public institutions. It was reported by Ara and Rahman, (2006) that in Bangladesh poor quality customer service in the public sector is due to lack of well-organized management and accountability on the part of public servants. Rashid (2008) in Malaysia concludes there is poor quality customer service among employees in government agencies. The Australian Government’s Overseas Aid Program (2000) reported that in Australia public institutions lacked sufficient resources and had a leadership that does not adequately involve its stakeholders in decision making, which lead to customer dissatisfaction with the services provided in public institutions. The issue of poor governance in the African public sector has also been well documented in other studies in the field of public management. Considering the fragile nature of governance policies in African public institutions, Timothy and Maitreesh (2005) pointed out that public services delivery in many African countries is riddled with bureaucracy, corruption, selfishness and favoritism that tend to benefit the privileged few at the expense of the impoverished many. And this has the effect of undermining the quality of service offered by these institutions. In Africa, attempts to reform public sectors are sweeping across the continent. Generally, they are significantly different from those of the immediate post-independence period. The earlier reforms aimed at shaping a public administration that could spearhead national development, albeit in the mould of the colonial age. Current reform efforts aim to reduce the costs and refocus the activities of the public sector, to change the way it works, and to promote the role of the market and non-governmental actors both in service provision and in the economy at large. This time around, reforms are driven by pressures from economic crises and structural adjustment, donor imposition, domestic demands for change amplified by growing political pluralism, and emulation of reforms in other countries (Batley, 1999 Mkandawire and Soludo, 1999, Olowu, 1999). Most of the more recent reforms, under the influence of the New Public Management, have been driven by a combination of economic, social, political and technological factors, which have triggered the quest for efficiency and for ways to cut the cost of delivering puflic services. The focus of the NPM movement therefore, was on creating institutional and organizational contexts which are to mirror what is seen as critical aspects of private sector modes of organizing and managing (Economic Commission for Africa, 2004). 1.2 STATEMENT OF THE PROBLEM The issue of poor governance in the African public sector has also been well documented in other studies in the field of public management. Considering the fragile nature of governance policies in African public institutions, Timothy and Maitreesh (2005) pointed out that public services delivery in many African countries is riddled with bureaucracy, corruption, selfishness and favoritism that tend to benefit the privileged few at the expense of the impoverished many. And this has the effect of undermining the quality of service offered by these institutions. On the other hand, the delivery of service by public sector is also not properly tailored to customer needs. Major setbacks to the efficient running of the public organization system include lack of employee motivation, poor accountability and accumulated debts due to unethical and inadequate formulation and implementation of policies governing these organizations (Lubuva, 2008). Recent evidence shows that even when resources are allocated for provision of services, the bulk of it never reaches the intended public (Lubuva, 2008). Despite broad plans and massive injections of international and domestic resources, public services delivery is still poor in Nigeria (Lenietal, 2012). This is primarily due to poor fund management which, in turn, is indicative of poor governance in the country’s public institutions. 1.3 OBJECTIVES OF THE STUDY The general objective of this study is to examine the role of good governance practices in enhancing service delivery in public institutions in Nigeria. The specific objectives of this study include the following: 1. To analyze challenges facing good governance in public institutions. 2. To examine the extent of adherence to good governance practices in public institutions. 3. To determine the relationship between good governance and service delivery in public institutions. 4. To determine the contribution of good governance to service delivery in public institutions. 5. To find out the factors affecting service delivery in public institutions. 1.4 RESEARCH QUESTIONS The relevant research questions related to this study include the following: 1. What are the challenges facing good governance in public institutions?
Keywords: THE ROLE OF GOOD GOVERNANCE PRACTICES IN ENHANCING SERVICE DELIVERY IN PUBLIC INSTITUTIONS IN NIGERIA
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