Effects of change management on public service delivery: The mediating role of organizational culture

Several change initiatives that have been introduced in Ethiopian public organizations to address growing quest for effective public service delivery, have not achieved the desiredoutcomes. Although considerable empirical studies conducted on organizational change, few gave attention to the management of change and its impact on organizational culture and service delivery in the context of public organizations in Ethiopia. By adopting planned change management framework, this study delves into how change management in public organizations affects service delivery directly and indirectly through organizational culture. Using explanatory research design, first survey questionnaires were administered to 301 participants selected through stratified sampling across 16 public organizations in Oromia, the largest state in Ethiopia. Results of astructural equation modeling analysis revealthat change management has no significant direct effect on public service delivery, but has an indirect significant positive effectthrough theorganizational culture which fully mediates the relationship. Subsequent thematic analysis of qualitative interview data collected from 10 managers demonstrate that change management in public organizations is less effective and driven intuitively without any change management framework. The results imply that effective change management significantly improves public service delivery by fostering supportive or constructive organizational culture. The use of change management framework substantively improves change planning, understanding, communication and implementation as well as positive work culture and hence improves effectiveness of service delivery. Accordingly, theoretical and practical implications of the results are discussed.