Jamhuuriyada Somaliland | Republic of Somaliland
Main Findings of the Public Sector Service Delivery Survey
T
he Civil Service Strengthening Project, implemented by the Government of Somaliland with support from the World Bank, seeks to strengthen basic functions for payroll, human resources, and policy management in selected central agencies and line ministries in order to improve service provision across Somaliland. To inform this project, research was undertaken to understand perceptions of public sector performance, including efficiency, quality, accessibility, and integrity; knowledge of the ongoing public sector reform; current performance of the public sector in delivering ten key public services; and actual practices in the public sector. This research will help inform project work to improve leadership and service delivery rendered to the public, including through the subsequent monitoring of indicators developed at baseline in future evaluations. Monitoring team member taking notes from enumerator and household interviewee In general, many respondents had not successfully received government services since the beginning of 2020. This is a notable finding, as it suggests a general need to improve the accessibility of government services, particularly in rural and remote regions (especially
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OCTOBER 2021 – MARCH 2022
Monitoring team member taking notes from enumerator and household interviewee
Sanaag and Sool) where rates of service provision were low. Education and health services were the most frequently received services by the general public. The business community was not surveyed about these services because they do not directly relate to the operations of businesses. For education services, the general public and civil servants rated the efficiency and quality of the service as somewhat satisfactory. Accessibility—and in particular, affordability—was rated lower by both groups, particularly by civil servants. However, respondents stated that all three dimensions had, on average, improved a little over the past three years.
Response patterns for health services were very similar, with efficiency and quality rated as somewhat satisfactory but lower ratings for accessibility, particularly affordability. It is noted also that in qualitative interviews, respondents from the Ministry of Health noted that unqualified doctors or health professionals could pose a risk to the quality of health services. Taxation services were also received by a relatively large number of respondents. The general public, business owners, and civil servants all rated efficiency and quality as somewhat satisfactory and stated that they had improved either a little or a lot over the
