Exploring the Challenges and Factors Impeding Effective Public Service Delivery at a Municipality in Namibia

This study explored the challenges and factors impeding effective public service delivery in Namibia, using a municipality Otjozondjupa Region as case representative. The sought further to devise strategies that can be used improve customer satisfaction. was grounded interpretivism philosophy, utilised design, mono-qualitative approach. semi-structured interview guide conduct one-on-one interviews with eight (8) key municipal employees collect data. data were analysed reflexive thematic analysis which occurring themes patterns information gathered identified ATLAS.ti software. found lack of funds due poor revenue collection mechanisms, planning, infrastructure, community engagement, serviced land, inadequate challenging delivery. causative aspects these include customers who fail or delay paying their bills, insufficient allocation from government, inability management make sound decisions for enhancing findings show addressed through constant satisfaction surveys, frequent employee training, involvement, fundraising activities, budgeting. Lastly, recommends frequently utilise gap model identify areas where they fall behind