Towards improving service delivery in local authorities. A case of Chegutu Municipality in Zimbabwe

The research sought to establish the state of service delivery in the Mashonaland West town of Chegutu. The following main question was central to the research: How do stakeholders perceive service delivery from Chegutu Municipality? The study raises awareness on the part of service providers, to take stock of existing service delivery and then come up with strategies to improve the services. The study aims to influences policy review regarding service delivery. The mixed method approach was used basing on its ability to combine qualitative and quantitative data that was required in this study. Interviews, questionnaires, observation and focus discussion groups were used to gather data. Analysis was done using chi-square and inductive reasoning from emerging themes. Data analysis was done using SPSS package. The study reveals that stakeholders had a negative perception of service delivery in Chegutu. The study uncovered that lack of funds, failure of Council to collect optimum revenue, the uncontrollable macroeconomic environment, political interference, lack of citizen participation, incompetence on the part of some council workers and residents’ unwillingness to pay rates, were major drivers for sub-optimum service delivery in Chegutu municipality. The study recommends that residents should contribute to decision making, pay for services and council should consult residents and should embrace people – friendly policies.