Examining the causes and effects of communication on service delivery: a case study of Jinja District Local Government

Thumbnail Image
Journal Title
Journal ISSN
Volume Title
Kampala International University, College of Humanities and social sciences.
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 delivery in JDLG. 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 Government 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. There is need for Community members to monitor various projects including health services, educational services, NAADS program and roads rehabilitation so that any shortcoming is reported to responsible authorities to ensure improved service delivery. Clear communication channel should be put in place which allows bottom-up participatory planning. This will enhance citizen participation, formulation and allocation of resources according to Local priorities.
A research dissertation submitted to the Faculty of Humanities and Social Sciences, Department of Mass Communication, in partial fulfillment of the requirements for the Award of Bachelor’s Degree in Mass Communication in Kampala International University
Examining the causes and effects of communication, Service Delivery, Jinja District, Local Government