Exploring the Challenges and Factors Impeding Effective Public Service Delivery at a Municipality in Namibia

Abstract

This study explored the challenges and factors impeding effective public service delivery in Namibia, using a municipality in the Otjozondjupa Region as a case representative. The study sought further to devise strategies that can be used to improve customer satisfaction. The study was grounded in the interpretivism philosophy, utilised a case study design, and a mono-qualitative approach. The study used a semi-structured interview guide to conduct one-on-one interviews with eight (8) key municipal employees to collect the data. The data were analysed using reflexive thematic analysis in which occurring themes and patterns in information gathered were identified using ATLAS.ti software. The study found a lack of funds due to poor revenue collection mechanisms, poor municipal planning, poor infrastructure, poor community engagement, lack of serviced land, and inadequate employees as the key challenging factors of effective public service delivery. The causative aspects of these challenges include customers who fail or delay paying their municipal bills, insufficient allocation of funds from the government, and the inability of the management of the municipality to make sound decisions for enhancing public service delivery. The findings show that these challenges can be addressed through constant customer satisfaction surveys, frequent employee training, community involvement, fundraising activities, and sound budgeting. Lastly, the study recommends that the municipality frequently utilise the gap analysis model to identify areas where they fall behind and devise strategies for enhancing effective service delivery.