The impact of service charters on service delivery in Namibia's public sector: A case study of the Ministry of Mines and Energy (MME)
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Date
2010
Authors
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Journal ISSN
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Publisher
University of Namibia
Abstract
The objective of the study was to examine the extent to which the development of
Service Charters has contributed to improving efficient and effective delivery in
Namibia's Public Sector: A case of the Ministry of Mines and Energy. The general
feeling is that the delivery of services to the public in Namibia is still lagging behind, and
it lacks efficiency due to slow policy implementation and lack of follow up actions. The
most overarching question that seeks to be answered through this study: was whether the
Public Service of Namibia, especially the Ministry of Mines and Energy, is ready and
committed to transforming Namibia and to guide the country's progression towards a
Vision 2030, especially after the introduction, development and implementation of
Service Charters?
Combinations of qualitative and quantitative research technique were used in conducting
the study. The study was exploratory in nature, as the aim was to ascertain the impact of
Service Charter on efficient and effective service delivery in the Ministry of Mines and
Energy. The study found that there is a gap, in terms of monitoring and evaluation of the
impact of Service Charter implementation. Therefore, the impact of the implementation
of service charters on service delivery remains such an intractable challenge. It is
therefore, recommended that there is a need to take stock of the service charter
implementation programme. This should be done in order to establish what work, what
went wrong and map the way forward. In other word as required by NDP3 , there is a
need to design an integrated monitoring, reporting and evaluation system on service
charters' implementation across the Public Service in Namibia.
Description
A thesis submitted in partial fulfilment of the requirements for the degree of Master of Public Administration
Keywords
Ministry of mines and energy, Namibia public sector, Public service in Namibia