Abstract:
Despite the noble intentions behind the client service charter in public sector
service delivery, there have been cases of power abuse and corruption by certain
service providers. Favouritism, privileges, and biases have become the norm,
and citizens no longer have equal access to social services. This research
intended to find out the impact of client service charters on corruption reduction
in Tanzania's public sector. It was guided by specific objectives including,
assessing the level of implementation of the client service charter at Kigamboni
Municipal Council, determining the extent to which client service charter is linked
with anti-corruption movements in Kigamboni Municipal Council and examining
the stakeholder’s perspectives on the strategies to combat corruption in public
sector. The study employed a mixed methods research approach and case study
research design, whereby, a total number of 64 respondents as a study sample
were involved. Data was collected through interview and questionnaire methods.
The study revealed that client service charter was implemented at a satisfactory
rate since, both, service providers and clients were aware of the charters being
implemented in the study area. Also, the study found that the client service
charter provided an opportunity for equality in service accessibility in the study
area, promoted responsiveness, transparency, and accountability, and assisted
citizens in recognizing their rights. Finally, the study advocated public officials’
motivation, PCCB development and supply of shadow officials in public
organizations and direct customer visits as means to combat corruption
concerning client service charters. The study recommended the need for a policy
framework that will guide standard setting and put in place systems for
performance measures, tracking and evaluation.
