Role of client service charter as a means of accountability in local government authorities in Tanzania: A case of Temeke Municipal Council
Date
2018
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Abstract
This study is about assessing the role of client service charter as a means of accountability to citizens in local government authorities. The specific objectives of this study were; to trace the genesis and rationale of client service charter at Temeke Municipal Council; to assess the extent to which client service charter is a means of accountability in Local Government Authorities; to identify and assess the effectiveness of the tools deployed to operationalize the client service charter in the local government authorities; and to determine the challenges associated with the deployment of client service charter as a means of accountability at Temeke Municipality. The research deployed a case study design which dealt with single unit and it involved head of departments and selected employees from different departments. The sample was selected by using simple random technique and purposive technique. Primary and secondary data were collected through questionnaire, observations, interview and documentary review respectively. Findings indicated that CSC allows people to hold organizations as well as separate officers responsible for quality, timely and receptive services, lessens corruption, changes culture and attitude at work place through concentrating energies to client satisfaction, guarantees public officers stand aware about quality of services provided and allows systems to constantly re-engineer service procedures. Similarly, Results showed that the introduction of OPRAS to measure employee’s performance, establishment of municipal mass media, customers to be allowed to meet with staffs, preparing general meeting with citizens, and ensure staffs have job rotation were key issues on the enforcement of CSC at Temeke Municipality. Moreover, Findings indicated that most respondents identified client heartbeat, meeting method, complains desk method, direct customer visit and suggestion box method as tools preferred by the management of Temeke Municipal Council to provide better service to its clients. Likewise, Findings indicated that client service charter remain theoretically, poor tools and equipment, ineffectiveness of complains desk, poor attendance customer visit and failure of suggestion box as a method as the key challenges associated with the deployment of client service charter as a means of accountability at Temeke Municipality Council.
Description
A dissertation submitted to Mzumbe University as partial fulfilment of the requirement for the award of Master’s degree of Public Administration (MPA) of Mzumbe University
Keywords
Client Service Charter, Temeke, Accountability, Local Government, OPRAS, CSC
Citation
APA