Turnaround Strategy Implementation for Service Efficacy and Citizenry Satisfaction in Government Organizations

Abstract

The Government Enterprise (GE) implemented a turnaround strategy to enhance service efficacy and citizenry satisfaction in 2014. However, this GE takes too long like three months to issue any key documents such as birth, death, marriage certificates, passports, and work permits today. This reflects that the efficacy of services and the satisfaction of citizens is questionable. Hence, the main objective of the research was to investigate the turnaround strategy implementation in GE. Adopting the qualitative descriptive research design, questionnaires administered to the management and staff members, and interviews conducted with clients, thematic analysis has been undertaken. Findings reveal that the turnaround strategy did improve service efficacy and citizenry satisfaction for some time but there was a relapse. Recommendations include the adoption of customer service strategies along with the revival of the turnaround strategy and top management new team who can introduce with fresh ideas, staff training with constant monitoring, and control measures.