A Dissertation Submitted in Partial Fulfilment of the Requirements for the Award of Degree of Master of Public Administration (MPA) of Mzumbe University, Tanzania
Recently, most of public sectors are aware that the client service charter plays an important role in promoting effective performance in public organizations despite of the challenges in its implementation. The purpose of the study was to investigate on the role of CSC in promoting effective Public Sector Performance. The study had three specific objectives which aimed; to assess the extent to which clients awareness influences performance in public sectors; to assess the extent to which employee`s adherence to CSC commitment influences performance in public sectors; and to assess how the implementation strategies of CSC influences performance in public sectors. This study is both quantitative and qualitative in nature and the SPSS software was used to analyze the data and presents them in figures and tables.
Using a case study design, the study was conducted at WMA located at Temeke Municipal Council (Specifically at Makangalawe Ward-Yombo). Non probability technique with purposive sampling were applied in selecting a sample size of 48 respondents that was used in the collection of data which was equal to 30% of the entire population (160). Amongst the respondents, 32 respondents were the clients (shop sellers) and 16 respondents were the employees from WMA. Interviews and documentary review were used as data collection methods and one instrument (questionnaires).
Generally, the research findings revealed that, majority of the clients were aware of the CSC although the researcher observed that the clients did not have copies of the charter and they did not know its existence. The findings of this study revealed also WMA employees adhered to the CSC commitment and observe the procedures and policies when serving its customers. It was also revealed that, various management information systems were installed at WMA so as to smoothen the implementation of the client service charter. Findings from this study may inform the policy makers and the WMA management that, despite of having good strategies, policies and procedures, public sectors need to make regular monitoring and evaluation of the charter for its successful implementation.