Impediments To Good Service
Delivery
By Dumisani O. Nkomo
Provision of basic services is the primary function of local
authorities but tragically most local authorities have failed to deliver on
their mandate for a multiplicity of reasons which I will explore in this instalment.
Local authorities have not been alone in failing to deliver services as
statutory bodies tasked with service delivery have been complicit in their
failure to ensure that citizens enjoy sound service delivery. The service
delivery basket includes provision of water , electricity, sewer reticulation
,health services , education ,mobile phone services and increasingly internet
service provision .
To this extent the ambit of service delivery then includes
entities such as the Zimbabwe Water Authority, the Zimbabwe Electricity
Supply Authority companies ,the Zimbabwe National Roads Authority to name a
few . One can actually argue that the Zimbabwe Police Service as it is named in
the constitution is a major service provider in terms of providing security for
the citizens of the country. However, for this specific article I will focus on
local authorities and in subsequent instalments I will major on other statutory
service providers
It is important to understand, interrogate and fully grasp
the underlying reasons why there has been such a significant failure to provide
services. In order for one to have their ailment treated it is essential to
understand the causes of the sickness through a diagnosis and thereafter it becomes
easy to provide a prognosis or forecast on what should be done to remedy the illness.
The same applies to service delivery as failure to understand the undergirding
reasons will result in wrong prescriptions being given. Service delivery
includes abroad spectrum of supply side processes which respond to demand side
imperatives driven by consumers who in this case are residents and rate payers.
The following are reasons for poor service delivery.
Narrow / Inadequate Revenue base
Most local authorities in both urban and rural areas in
Zimbabwe are affected by very narrow revenue bases which largely if not wholly
rely on rates, fees, levies , taxes charged to residents . This is
unsustainable in an economy such as ours were unemployment is at over 80%. Since
most residents are unable to pay such rates and levies which are due this
adversely affects the capacity of local authorities to deliver vital services.
Since the revenue base of local authorities is disproportionately based on already
stressed ratepayers inevitably councils then suffer from low incomes and low
expenditure on capital projects . Capital projects including construction of
infrastructure is essential in driving local economies as there are numerous
downstream effects such as creation of jobs as well growth of related feeder
industries such as steelmaking, glassmaking etc. .
It is thus imperative for both rural and urban local
authorities to explore the opening up of alternative revenue streams so as to
tap resources for service delivery from a broader economic base . Currently residents
are largely unable to solely provide a ready and reliable revenue base for councils.
There must be concerted effort by local authorities to engage residents on the
importance of paying their bills including this writer by the way ] so that
residents understand the relationship between service delivery and payment of
bills .Local authorities must also explore broadening of revenue streams beyond
already stressed residents .
2.Misplaced Priorities
A lot of local authorities spend precious resources on
luxury items at the expense of service delivery . Mayoral mansions and luxury
vehicles are an example of how local authorities fail to prioritize service delivery
.Some councillors are known to be more seized with the size of their allowances
than with provision of services for
citizens . This is a direct result of councillors who have no business being in
council chambers but are rather “accidentally elected from the ranks of the unemployed.
Instead of these councillors pursuing the interests of the people they end up
selfishly vigorously pursuing self-interest in a desire for economic survival .
Corruption
The scourge of corruption has continued to erode the ability
and capacity of some local authorities
in particular in issues relating to tender processes .Corruption
increases the cost of services and some municipalities procure service delivery
equipment which is below standard thus affecting long term service delivery .In rural district councils some local
authorities have been fingered in failure to filter proceeds from the Communal
Areas Management Programme For Indigenous Resources [Campfire ] to communities
.
Institutional Culture
The culture of customers as kings/queens is rapidly vanishing as in this respect residents
are consumers of services and should be treated as kings and queens .However in many instances employees of
municipalities treat residents with
contempt as if these services are privileges bestowed by benevolent
municipalities and not rights .Service delivery at time is not about provision
about hard services but access to information
, responsiveness and simple courtesy . The past fifteen years has been
epitomized by a general negative work ethic as a result of the economic crisis
. This has affected the quality of service delivery.
Solutions
1.Local authorities must explore the creation of alternative
revenue streams beyond burdening financially stressed residents and ratepayers.
2.Residents and corporate citizens must pay their rates,
levies and taxes.
3.Residents must elect quality councillors who know the role
of the local authority. Quality does not just refer to academic qualifications
but includes leadership track record, capacity.
4.Elcetd councillors must declare their assets before taking
office and account for the property they have acquired at the end of their tenure.
5.Strenthening of policies that deal with corruption and
fraud at municipal level.
6.Use of technology to enhance service delivery.
Municipalities can track and enhance service delivery needs through the use of
Geographical Information Systems and other technological innovations, packages
and systems. It is no longer necessary to physically travel to Canada to learn
about service delivery when the information gap has been closed by technology.
7.Promotion of local economic development through frameworks
for Public Private Partnerships
8.Devolving power to local authorities to ensure that
municipalities are responsive to the service delivery needs of citizens
9.Creating space for demand side engagement by promoting the
role of residents’ associations and other interest based organizations and movements.
10 . Continuous training of municipal staff in customer care,
public relations and citizen engagement
Having said this, I have come across many municipal workers
and managers who have exhibited professionalism and a progressive work ethic
and I urge these to continue with this attitude.
Mayibuye !
Dumisani O. Nkomo Is the Chief executive Officer of Habakkuk Trust . He writes here in his
personal capacity
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