Investigation of the new public management reform on service delivery in a developing country

Abstract

Public management reform in most countries across the world has received much attention in recent days. One aspect of public management is Service delivery and it is what either makes or breaks a society. The use of e-governance / e-government has proved to be successful in many parts of the world (Euan, 2012). This study investigated the impact of adopting and implementing the new public management reforms on service delivery at the immigration department. Using a mixed method approach, data was obtained through closed and open-ended questions and drew from participants’ views and reports regarding their experiences with service delivery under the new public management reforms. A multi-stage sampling design that selected 260 participants comprising of customers and government officials was utilized. The study found that reforms at the department of immigration have yielded improved service delivery. Accordingly, the study generated specific recommendations from the perspective of these stakeholders.