Title of paper

An Assessment of Balanced Scorecard (BSC) Application in Ethiopia: Oromo Regional Government Revenue Bureau in Focus

Presenter's country

Ethiopia

Start Date

28-5-2016 12:00 PM

End Date

28-5-2016 1:05 PM

Location

Hall II

Submission type

Presentation

Abstract

This study focuses on assessment of BSC application in Oromia Regional Government of Revenue Bureaus and four major towns as case study .Data collected using in depth interview from key informants (experts)using purposive sampling procedure while survey questionnaires used to collect data from top , middle and low level employees using stratified sampling procedures .The assessment result shows that the cumulative efforts of ongoing reform efforts have resulted in significant improvement in terms of orientation towards serving the customer through attempt to decentralize the service and making the service more accessible to the public; there is also significant improvement in organizational layout design to better suited the customer needs ; the attempt to reduce work cycle time is somehow improving compared with past standards; there is also better initiatives in educating the customer on regular basis. Besides, there is good beginning to give attention to customers’ complaints through introduction to customer charter. Nevertheless; monitoring and evaluation system were not systematic and tend to be intermittent in its approach. Despite some relative improvements’ compared with the past; offering quality service to demanding public remained outstanding challenge. Nevertheless, As a result, since the implemented performance measurement system is very far from sufficiently and objectively evaluating each employee, linking performance measures with reward become a challenge. Accordingly, the study suggests the need for corrective measure on the reform approach by involving all stakeholders through consultative dialogue to take necessary corrective measures to redeem the reform process and outcomes.

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May 28th, 12:00 PM May 28th, 1:05 PM

An Assessment of Balanced Scorecard (BSC) Application in Ethiopia: Oromo Regional Government Revenue Bureau in Focus

Hall II

This study focuses on assessment of BSC application in Oromia Regional Government of Revenue Bureaus and four major towns as case study .Data collected using in depth interview from key informants (experts)using purposive sampling procedure while survey questionnaires used to collect data from top , middle and low level employees using stratified sampling procedures .The assessment result shows that the cumulative efforts of ongoing reform efforts have resulted in significant improvement in terms of orientation towards serving the customer through attempt to decentralize the service and making the service more accessible to the public; there is also significant improvement in organizational layout design to better suited the customer needs ; the attempt to reduce work cycle time is somehow improving compared with past standards; there is also better initiatives in educating the customer on regular basis. Besides, there is good beginning to give attention to customers’ complaints through introduction to customer charter. Nevertheless; monitoring and evaluation system were not systematic and tend to be intermittent in its approach. Despite some relative improvements’ compared with the past; offering quality service to demanding public remained outstanding challenge. Nevertheless, As a result, since the implemented performance measurement system is very far from sufficiently and objectively evaluating each employee, linking performance measures with reward become a challenge. Accordingly, the study suggests the need for corrective measure on the reform approach by involving all stakeholders through consultative dialogue to take necessary corrective measures to redeem the reform process and outcomes.