Improving Service Delivery: A Namibian Local Authority Case Study

Local government assumes a fundamental role in the life of every citizen by providing services classified as physiological needs. Deficiencies in the delivery of such services to the citizens is viewed as a contravention of their fundamental human rights. The consequences of such deficiencies trigger frustration and unrest in the citizens, exhibited in political instability, damage to state property, and at its pinnacle the loss of lives. This research study investigated the concerning levels of organizational performance at the Arandis Town Council in the Erongo region of Namibia. The investigation was motivated by a need to determine the factors that affect service delivery, with the objectives to provide recommendations to improve service delivery and organizational performance. We employed a quantitative research method to collect the primary data for the study. An illustrative logical research configuration was selected, and data were gathered with the primary purpose to obtain a quantitative understanding on the topic. The data were processed utilizing SPSS version 25 statistical software to present the data in graphical format. In a bid to reduce inefficiencies in service delivery, certain recommendations are made to the town council for consideration. These include implementing a risk register, compiling a maintenance plan, applying for maintenance grants, providing training programs to its employees, commercializing the servicing of land and the development of affordable housing, developing additional revenue streams, and prioritizing the creation of employment.