CRITICAL REVIEW ON THE IMPACT OF PUBLIC SERVICE MODERNIZATION IN CAMEROON: PUBLIC PERCEPTION

CHAPTER ONE

INTRODUCTION

1.1 Background to the Study

Across the globe, governments have embarked on various initiatives to modernize their public services to meet the evolving needs of their citizens and the demands of a globalized world. Pollitt & Bouckaert (2019) assert that public service modernization is a critical component of governance reform, aimed at improving the efficiency, transparency, and accountability of public administration. Hammerschmid, Meyer and Demmke (2021) stated that in the last two decades, the Central Africa Region has experienced transformation from a single political party system to a multi-political party system. The essence of this change was to consent to another political culture in the political system in the country. The transformation of the political system has an impact on the effective and efficient management and administration of public service delivery.

Fountain (2021) opined that better public service requires first a thorough rethinking and reexamination of the structure of public services and then to exploit possibilities of creating value by working across boundaries and jurisdiction to foster potential gains of redesigned services in terms of speed and cost. The digitalization of service delivery has been successfully assimilated by most governmental institutions, which now consider ICT to be a strategic tool to efficiently support the implementation of government service delivery and economic emergence policies at both national and local government levels. This development has impelled a fury of ICT policymaking in Africa and other developing countries (Chiumbu, 2018).

In the case of Cameroon, the emerging reality is that public administration, as well as local governance, are in transition to electronic (e)-processes (Sindeu, 2023). In Tandem with the 2016 strategic plan for a digital Cameroon by 2020, the National Development Strategy (NDS30) was adopted in 2020 as a new benchmark for public action that emphasizes the digitalization of administrations at the national and local levels in achieving development objectives of making Cameroon an emerging economy by 2035. Specifically, public administrative reforms in Cameroon have primarily focused on decentralization, public sector modernization, civil service reform, financial management, and anti-corruption efforts. According to Bayart (2021) the decentralization reform is one of the most significant initiatives, aiming to transfer authority from the central government to regional and local governments. This reform was intended to enhance local governance and bring public services closer to the citizens, promoting greater participation in decision-making and fostering socio-economic development across various regions. Public sector modernization has also been a key focus, with efforts to streamline administrative processes, integrate modern technologies, and improve the efficiency and responsiveness of government operations. This includes the implementation of e-government platforms and digitalization initiatives to enhance transparency and reduce bureaucratic delays (Ndikumana & Boyce, 2019). 

According to Ndue, the modernization effort in Cameroon, have been driven by the need to enhance service delivery, reduce corruption, and foster sustainable development (Ndue, 2020). Similarly, Akomaye in 2019 metioned that the government of Cameroon, recognizing the importance of an effective public service, has implemented several reforms over the years to modernize its public administration. These efforts have included the introduction of e-government services, the decentralization of administrative functions, and the professionalization of the civil service (Akomaye, 2019). Bhuiyan (2021) maintained that computerization of infrastructure in civil service impacts public and has been taking place to replace internal manual work processes by ICT-based automation. According to experts Muccio and Mauri (2019) the modernization of public administration has developed similar reform effort that is strongly related to the principle of efficiency and effectiveness promoted by the New Public Management (NPM) approach and currently, good governance. This change from the centralization of power in the capital to a decentralized system could have implications.

1.2 Statement of the Problem

Public service modernization in Cameroon has been a focal point of governance reform for several decades. Despite these efforts, there remains a significant debate about the effectiveness of public service modernization in Cameroon. Most studies have focused on the technical aspects of reform, such as policy implementation and administrative efficiency, rather than on the experiences and opinions of the general population (Nana & Tchindjang, 2021). While some argue that these reforms have led to improved service delivery and greater public satisfaction, others contend that the changes have been superficial, with limited impact on the ground (Mbaku, 2021). Conversely, Njoh (2019) mentioned that even though the numerous initiatives undertaken to modernize the public service, there remains a disconnect between the intended outcomes of these reforms and the actual experiences of the public. 

Undoubtedly, public perception plays a crucial role in assessing the impact of public service modernization. It reflects the experiences and opinions of the citizens who interact with the public administration daily. Understanding public perception can provide valuable insights into the successes and shortcomings of modernization efforts, guiding policymakers in refining their strategies (Ekane, 2018). Research by Tchoumba (2020) found that while some public service reforms in Cameroon have led to improvements in efficiency and transparency, many citizens continue to experience delays, inefficiencies, and corruption in their interactions with public institutions. This discrepancy between policy intent and public experience raises questions about the effectiveness of public service modernization in achieving its goals. Moreover, Njoh (2019) noted that the lack of citizen involvement in the design and implementation of these reforms has contributed to a sense of alienation and dissatisfaction among the public. This study seeks to contextualize the problem by exploring how these perceptions of public service modernization vary across different regions and demographic groups in Cameroon.

However, there has been limited research on how the public perceives these modernization efforts as existing studies have primarily focused on the policy and administrative aspects of modernization, with little attention given to how these reforms are perceived by the citizens they are meant to serve. This gap in the literature highlights the need for a more nuanced understanding of the impact of public service modernization from the perspective of the public, which is crucial for assessing the overall effectiveness of these reforms.

1.3 Objectives of the Study

The objectives of this study is focused on a critical review on the impact of public service modernization in Cameroon: Public perception. Specifically, the study seeks:

To assess the public perception of the impact of public service modernization on service delivery in Cameroon.

To identify the key factors influencing public perception of public service modernization in Cameroon.

To evaluate the effectiveness of public service modernization initiatives in different regions of Cameroon.

To provide recommendations for improving public service modernization efforts in Cameroon based on public perception.

1.4 Research Questions

How do citizens perceive the impact of public service modernization on service delivery in Cameroon?

What are the key factors influencing public perception of public service modernization in Cameroon?

How effective are public service modernization initiatives in different regions of Cameroon?

What recommendations can be made to improve public service modernization efforts in Cameroon based on public perception?

1.5 Research Hypotheses

Ho: There is no significant relationship between public perception of public service modernization and the effectiveness of service delivery in Cameroon.

Hi: There is a significant relationship between public perception of public service modernization and the effectiveness of service delivery in Cameroon.

1.6 Significance of the Study

This study is of practical significance to policymakers, public administrators, and development practitioners in Cameroon. By providing insights into public perception of public service modernization, the study offers valuable information that can inform the design and implementation of future reforms. Understanding the factors that shape public perception will enable policymakers to address the concerns of citizens and enhance the effectiveness of modernization efforts. Additionally, the study’s findings can guide the allocation of resources and the prioritization of initiatives that have the greatest potential to improve public service delivery.

The study also contributes to the theoretical understanding of public service modernization and its impact on governance in developing countries. By critically examining public perception, the study adds to the body of literature on public administration reform, particularly in the context of Cameroon. The findings of this research will help to refine existing theories on public service modernization and provide a framework for future studies on the subject. Furthermore, the study’s emphasis on public perception highlights the importance of citizen engagement in governance reform, offering a new perspective on the role of public opinion in shaping the outcomes of modernization efforts.

1.7 Scope of the Study

The scope of this study is both content-based and geographical. The content scope focuses on public service modernization efforts in Cameroon, with an emphasis on public perception of these reforms. The study examines the impact of modernization initiatives on service delivery, transparency, and accountability. Geographically, the study covers selected regions of Cameroon, including urban and rural areas, to capture a diverse range of public opinions and experiences.

1.8 Limitations of the Study

One of the limitations of this study is the potential for response bias in the survey data. Public perception is inherently subjective, and respondents may provide socially desirable answers or be influenced by recent experiences rather than providing an objective assessment of public service modernization. To mitigate this limitation, the study employs a carefully designed questionnaire that includes a mix of closed and open-ended questions to capture a more accurate and nuanced understanding of public perception.

Another limitation is the challenge of generalizing the findings to the entire population of Cameroon. While the study aims to include a representative sample of respondents from different regions and demographic groups, the diversity of the country and the complexity of its public service system may result in variations in perception that are not fully captured by the survey. Despite these limitations, the study provides valuable insights into public perception of public service modernization in Cameroon and offers a basis for further research on the topic.

1.9 Definition of Terms

Public Service Modernization: The process of reforming and updating public administration systems and processes to improve efficiency, transparency, and accountability in the delivery of public services.

Public Perception: The opinions, attitudes, and beliefs held by the general public regarding a particular issue, in this case, public service modernization.

Service Delivery: The provision of public services to citizens by government institutions, including health care, education, infrastructure, and administrative services.

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