Dwindling Citizen’s Satisfaction With MMA Service Delivery In Spite of Increased Investment In Social Infrastructure – Citizens perception of Local Government Public Financial Management and Urban Service Delivery
In February 2015, the Ministry of Local Government and Rural Development in accordance with LGCSP Covenants, commissioned a second survey of citizens’ perceptions of MMA performance on key PFM processes as well as their satisfaction with basic services delivery. The Mid Term Citizens’ Perception Survey (CPS) aimed to update information from a baseline CPS on citizens’ perception of MMA performance on basic service delivery and PFM. As such, it will provide critical midpoint data on key indicators of the LGCSP to aid project stakeholders’ assessment of progress.
The objectives of the Survey are to assess citizens’ understanding of key local government public financial management processes, to assess citizens’ participation in decision making processes of the local government authority as well as to assess the citizens’ perception of the quality of service provided by the MMAs. The essence is to empower citizens to participate more proactively in shaping their own development and in promoting good governance. It further aims to strengthen the efficiency, effectiveness, transparency and accountability of the public financial management from government officials.
The survey covered a nationally representative sample of 1490 households, randomly and systematically selected from 149 enumeration areas in 23 selected MMAs across the ten administrative regions of Ghana.
These selected districts were the same districts selected for the baseline survey. The sampling process took into account the size of the population of each MMA and made allowance for the allocation of households per MMA. The target population was households in the selected districts. In each household, the head of household or a representatives of the household aged 18 years and above responded to the survey.
The survey instrument had a total of 114 closed and open-ended questions and covered nine thematic areas. Questions on urban services focused on availability, access, quality, efficiency and equity of service provision.
The general satisfaction of citizens with the various services dropped between 2013 and 2015. The satisfaction levels vary with the different services across the two surveys. In the 2013 baseline survey, the highest satisfaction was 79 percent (Health) and lowest was 34 percent (Public Toilet), while in the 2015 midterm survey; the highest was 65 percent (Health) with the lowest 29 percent (Public Toilet). Consistently, there is a fall in citizens’ satisfaction levels for all the services over the period between 2013 and 2015.
For example, citizens’ general satisfaction for: Education decreased from 56 – 49 percent; Health decreased from 79 – 65 percent; Public Toilet decreased from 34 – 29 percent; Garbage Removal decreased from 45 – 41 percent; and Roads decreased from 39 – 35 percent. This trend could be interpreted as deterioration in the quality of these services in spite of significant investments made in these sectors with funding from both donor and central government sources. The recognition of some improvements in basic services could stem from the fact that citizens are aware of ongoing efforts to improve service delivery through the provision of social infrastructure and capacity enhancement of service providers. These ongoing projects and interventions may not have reached their full potential to start making an impact in the lives of citizens.
In November and December, the SAU disseminated findings of the CPS to key stakeholders in all 10 regions of the country. Key stakeholders engaged included traditional leaders, MMA staff, RCC Staff, CSOs, Heads of Departments and Citizen Groups.
The dissemination session was also used to capture feedback from service providers as well as of citizens on overall service delivery.