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Governments are constantly under pressure to improve public sector performance and at the same time restrain expenditure growth. Public sector organisations are responsible for providing the necessary public goods and services to the citizens, hence the administration of the public service is traditionally grounded in the achievement of efficiency in the work of its departments in pursuance of goals related to service provision (Manzoor 2014). Some scholars argue that the efficiency of the public sector is key to delivering a ‘smarter state’ capable not only of delivering more for less, but better public services, which requires an evidence-based understanding of what the public service has been able to deliver so far, the drivers of these outcomes and the different options available (Hawkins et al. 2016).

Swaziland’s private sector, non-governmental organisations, and the public feel that while the country’s public service is evolving, it is still grappling with finding an ideal management style that will ensure better service provision, but in the process of evolution, service delivery of public goods remains compromised, hence customer satisfaction is low. So what can be done to improve the efficiency and performance of the public service? Analysts argue that implementing e-governance has brought unprecedented efficiencies in the work of government to serve citizens (Manzoor 2014). To achieve this and more, governments are widening their base of development partners who can assist in capacity building for civil servants, and funding for the implementation of its programmes.

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