Examining the Causes and Effects of Communication on Service Delivery A Case Study of Jinja District Local Government

ABSTRACT

The study was about communication and service delivery in District Local Government (JDLG). The purpose of the study was to establish effects of communication on service delivery in Jinja District Local Government. The specific objectives were (1) to identify the communication channels used in JDLG; (2) to find out the factors that prevent effective communication in the process of service delivery in JDLG; and (4) to identify the measures that can be put in place to significantly reduce communication problems in order to improve the quality of service de!ivery inJDLG.

The researcher used a sample size of 56 respondents drawn from senior management, departmental staff, District councilors and selected community members. These were selected using simple random sampling. Questionnaires containing closed and open ended questions were used to collect data from respondents.The results revealed that there are a number of communication channels used including letters, memos, radio, newspapers, notice boards and mobile phones calls among others. However, despite the existence of such channels, a number of problems are being experienced including telephone call interruption, information distortion, lack of convenient means of feedback between all the stakeholders, network problems, and hiding of information from the public among others.A number of measures have been suggested in order to significantly reduce communication problems; they include: using multiple channels in communication, regular report writing, teamwork, consultation, and putting in place strong message feedback channels among others Based on the above mentioned findings, it is recommended that much as there are problems, the available communication channels should be effectively used by IDLG in order to improve service delivery.There is need to strengthen accountability and anti-corruption fight through increased public awareness, increased citizen participation, strengthening accountability committees like Local Govenunent Public Accounts Committee (LGPAC), District internal and external audit so as to reduce the rampart cases of corruption which prevent effective communication in the process of service delivery.