Abstract:
The main objective of the study is to investigate the practices and challenge of service delivery in
Addis Ababa City Vital Events Registration Agency (AACVERA). The study assesses services
delivery practices in terms of five services quality dimensions, namely: tangibility,
responsiveness, reliability, assurance and empathy. A mixed research approach and descriptive
survey design was used. A questionnaire was used to gather quantitative data while semi structured interview was employed to collect qualitative data. The study sample in terms of the
respondents covered randomly selected 291 customers and 80 employees of AACVERA. Semi structured interview was also conducted to probe views and opinions of five purposely selected
officials of Addis Ababa City Vital Events Registration Agency. The data collected was analyzed
with the aid of descriptive statistical techniques such as frequencies, percentages and mean
score. The result indicated that there are gaps and limitations in terms of tangibility,
responsiveness, reliability, assurance and empathy of service at Addis Ababa vital events
registration agency. The finding of this study reveals that the services of Vital Event Registration
Agency did not match with the mission it has put for itself and these determinants remain
challenging the service delivery of the Agency. The data obtained from field survey has revealed
that the service delivery is inefficient to satisfy the demand of the customers. The study also
found that lack of resource, lack of capacity building training for staff, lack of leadership skill
and management commitment, a shortcoming on the existing rules and regulation, high
prevalence of corruption in relation to vital event service, customers congestion/overcrowding in
the office, regular system failures and power interruption, lack the necessary skills among
employees to digitalize critical event services, lack of awareness among customer and lack
appropriate information communication technology to support vital event service are the major
challenges that imped service delivery practice in case of vital events registration agency at
Addis Ababa. Thus, the study contends that the Vital Event Registration Agency may tackle the
dissatisfaction of customers addresses these challenges and if it improves its good governance
practices in the provision of vital event registration services.
