INFLUENCE OF SERVICE AVAILABILITY AND ACCESSIBILITY ON PUBLIC TRUST IN GHANA’S DISTRICT ASSEMBLIES

GEORGE KOJO SCOTT

GEORGE KOJO SCOTT Secretary General, African Association for Public Administration and Management (AAPAM), Kenya and Associate Professor Extraordinary, School of Public Leadership, Stellenbosch University, South Africa

Keywords: Service Delivery, Public Trust, Ghana, Public Service

Abstract

Availability and accessibility are important features of public services because they influence how citizens interact with and benefit from government actions. Availability refers to the presence and sufficiency of services to meet public demands, whereas accessibility refers to how easily citizens can access and use these services. Understanding these concepts is critical for investigating how public services influence governance outcomes. One such governance outcome has been identified as public trust. This study, therefore, explored the influence of service availability and accessibility on public trust in Ghana’s district assemblies. The was based on the social exchange theory and the agency theory. The study conducted fourteen interviews in the Ga West Municipal Assembly and the Accra Metropolitan Assembly to gather qualitative data. The data was analysed using deductive thematic summary analysis, reinforced with some direct quotations from the study participants. The study found that there were low levels of trust among citizens towards the district assemblies. The poor state of service indicators in terms of availability and accessibility was attributed to erosion of public trust. The study concludes that if the services provided by district assemblies are available and accessible, then the levels of public trust will increase. District assembly officials are encouraged to create mechanisms for engaging the public on service availability and accessibility and acting on feedback. The district assemblies should also invest in expanding online services and consider introducing mobile services to enhance the availability and accessibility of their services.

Author Biography

GEORGE KOJO SCOTT, Secretary General, African Association for Public Administration and Management (AAPAM), Kenya and Associate Professor Extraordinary, School of Public Leadership, Stellenbosch University, South Africa

Secretary General, African Association for Public Administration and Management (AAPAM), Kenya and Associate Professor Extraordinary, School of Public Leadership, Stellenbosch University, South Africa

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