Abstract

The study explores the adoption of service or citizen charters as a reform strategy. The main objective is to analyze effectiveness of charters in service delivery. The problem statement identifies a lack of information on the effectiveness of these charters in improving service delivery at DHRMD and ESCOM. The study employed a mixed method approach of qualitative and quantitative components. Qualitative data was gathered through 23 key informant interviews with staff from the two institutions as well as the Office of the President and Cabinet (OPC). Quantitative data collection involved administering questionnaires to staff that were not part of the qualitative interviews and conducting interviews with clients. The study found the importance of not only creating charters but also implementing mechanisms to ensure their effective execution. The findings also suggest that while service charters offer several benefits, there is room for improvement in their implementation and effectiveness. Services are often not delivered as stated in the charters, and client satisfaction remains a challenge. Addressing these issues and strengthening internal awareness, commitment, and monitoring mechanisms could contribute to realizing the full potential of service charters in improving public service delivery. The recommendations provided in this paper also measure the challenges hindering effective charter implementation. A total of 45 employees from DHRMD and 61 employees from ESCOM were interviewed. On the part of clients, a total of 67 clients from DHRMD and 67 clients from ESCOM were interviewed. The rest of the quantitative interview findings and results including explanation(s) are indicated in chapter four.

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School	: School of Law, Economics and Government
Issued Date	: 2024

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