Development of a Local Government Service Delivery Framework in Zambia: A Case of the Lusaka City Council, Ndola City Council and Kafue Town Council Roads and Storm Drain Department

Abstract

The main aim of this study was to establish a framework to improve the service delivery on the maintenance of roads and storm drains in Lusaka by establishing the factors that impact the quality of service delivery and how these can be implemented by the Roads and Storm Drain Department on maintenance. The study included data collection and analysis of two additional councils such as Ndola City Council and Kafue Town Council to further substantiate the findings. The study considered four factors which included service quality as the dependent variable; and financing factors, administrative factors and institutional capacity as independent variables. The study made use of secondary data which was collected using a semi-structured questionnaire and followed a mixed methods research design. Data analysis was done using descriptive analysis and mean and standard deviation analysis for quantitative data alongside qualitative data analysis. In order to ensure an inclusive approach to improve the timely provision of road and storm drain maintenance in the bid to ensure improved service delivery, the study argues that first and foremost, stakeholder engagement should be prioritized. Matters should be considered on merit and based on urgency. The study further notes that locality and having the right logistics in terms of equipment and manpower available so the timeliness is a constrained factor. However, this can only be achieved given the adoption of a deliberate systematic and approved framework on roads and storm drain maintenance. The study further outlines that the framework should ensure to avoid tedious processes but should ensure to maintain high integrity of the processes through transparency and accountability. The study further finds that there is need for a clearly defined source of funding for matters relevant to road and storm drain maintenance, having a dedicated fund and should further have an emergency fund available solely for the purposes of roads and storm drain maintenance.