2026-11-10T10:21:05Zhttps://repository.slads.sc.tz/api/oaioai:repository.slads.sc.tz:cmsk6yhv6000eg4c5rl9z87vx2026-11-10T09:59:14Zdepartment:RAMtype:dissertationAN ASSESSMENT OF THE ROLE OF INFORMATION ACCESS IN IMPROVING SERVICE DELIVERY, A CASE STUDY OF BAGAMOYO DISTRICT COUNCIL.Rahma Rashidi KwajilwaInformation AccessPublic Service DeliveryRecords Management SystemsICT InfrastructureBagamoyo District CouncilLocal Government AuthoritiesThis study assessed the role of information access in improving service delivery at
Bagamoyo District Council. The study was guided by four specific objectives: to
examine the existing information access mechanisms used by the council, assess the
extent to which information access influences the efficiency and effectiveness of service
delivery, identify the challenges affecting access to information, and propose strategies
for improving information access. A descriptive case study design employing both
quantitative and qualitative approaches was adopted. The study involved a population
of Bagamoyo municipal staff, from which a sample of 30 respondents was selected using
purposive and simple random sampling techniques. Data were collected through
questionnaires, interviews, documentary review, and observation, and were analyzed
using descriptive statistics and thematic analysis.
The findings revealed that although information access mechanisms, including records
management systems and ICT facilities, existed within the council, they were not
consistently effective across all departments. Most respondents agreed that proper access
to information significantly improves the efficiency, transparency, and effectiveness of
service delivery. The study further identified poor records management, bureaucratic
procedures, inadequate ICT infrastructure, and limited staff training as the major
challenges affecting information access. Further more the study provide the solution to
those challenges such as. The council should invest in modernizing its records
management systems, including the adoption of standardized filing, classification, and
digital archiving practices, to reduce delays in retrieving information. The council
should expand and strengthen ICT infrastructure across all departments to support
reliable, timely, and equitable access to information for both staff and citizens.
The study concludes that effective information access is essential for improving public
service delivery at Bagamoyo District Council. It recommends strengthening records
management systems, investing in ICT infrastructure, providing regular staff training,
simplifying bureaucratic procedures, and increasing public awareness to enhance
information accessibility and service delivery. The findings contribute to improving
information management practices and provide useful guidance for policymakers, local
government authorities, and future researchers interested in information access and
public service delivery.School of Library, Archives and Documentation Studies (SLADS)2026TextDissertationapplication/pdfhttps://repository.slads.sc.tz/records/cmsk6yhv6000eg4c5rl9z87vxenAll rights reservedhttps://repository.slads.sc.tz/api/records/cmsk6yhv6000eg4c5rl9z87vx/file