AN ASSESSMENT OF THE ROLE OF INFORMATION ACCESS IN IMPROVING SERVICE DELIVERY, A CASE STUDY OF BAGAMOYO DISTRICT COUNCIL.

This 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.

Type

Dissertation

Language

English

Peer review

Not peer-reviewed

Licence

All rights reserved