Authors :
Mulenga Phiri; Dr. Chabota Kaliba
Volume/Issue :
Volume 9 - 2024, Issue 3 - March
Google Scholar :
https://tinyurl.com/3a8h7czz
Scribd :
https://tinyurl.com/ydfn2a37
DOI :
https://doi.org/10.38124/ijisrt/IJISRT24MAR1891
Abstract :
The main aim of this study was to establish a
framework to improve the service delivery on the
maintenance of roads and storm drains in Lusaka by
establishing the factors that impact the quality of service
delivery and how these can be implemented by the Roads
and Storm Drain Department on maintenance. The study
included data collection and analysis of two additional
councils such as Ndola City Council and Kafue Town
Council to further substantiate the findings. The study
considered four factors which included service quality as
the dependent variable; and financing factors,
administrative factors and institutional capacity as
independent variables. The study made use of secondary
data which was collected using a semi-structured
questionnaire and followed a mixed methods research
design. Data analysis was done using descriptive analysis
and mean and standard deviation analysis for
quantitative data alongside qualitative data analysis. In
order to ensure an inclusive approach to improve the
timely provision of road and storm drain maintenance in
the bid to ensure improved service delivery, the study
argues that first and foremost, stakeholder engagement
should be prioritized. Matters should be considered on
merit and based on urgency. The study further notes that
locality and having the right logistics in terms of
equipment and manpower available so the timeliness is a
constrained factor. However, this can only be achieved
given the adoption of a deliberate systematic and
approved framework on roads and storm drain
maintenance. The study further outlines that the
framework should ensure to avoid tedious processes but
should ensure to maintain high integrity of the processes
through transparency and accountability. The study
further finds that there is need for a clearly defined
source of funding for matters relevant to road and storm
drain maintenance, having a dedicated fund and should
further have an emergency fund available solely for the
purposes of roads and storm drain maintenance.
Keywords :
Service Delivery, Roads, Storm Drains, Maintenance, Local Councils.
The main aim of this study was to establish a
framework to improve the service delivery on the
maintenance of roads and storm drains in Lusaka by
establishing the factors that impact the quality of service
delivery and how these can be implemented by the Roads
and Storm Drain Department on maintenance. The study
included data collection and analysis of two additional
councils such as Ndola City Council and Kafue Town
Council to further substantiate the findings. The study
considered four factors which included service quality as
the dependent variable; and financing factors,
administrative factors and institutional capacity as
independent variables. The study made use of secondary
data which was collected using a semi-structured
questionnaire and followed a mixed methods research
design. Data analysis was done using descriptive analysis
and mean and standard deviation analysis for
quantitative data alongside qualitative data analysis. In
order to ensure an inclusive approach to improve the
timely provision of road and storm drain maintenance in
the bid to ensure improved service delivery, the study
argues that first and foremost, stakeholder engagement
should be prioritized. Matters should be considered on
merit and based on urgency. The study further notes that
locality and having the right logistics in terms of
equipment and manpower available so the timeliness is a
constrained factor. However, this can only be achieved
given the adoption of a deliberate systematic and
approved framework on roads and storm drain
maintenance. The study further outlines that the
framework should ensure to avoid tedious processes but
should ensure to maintain high integrity of the processes
through transparency and accountability. The study
further finds that there is need for a clearly defined
source of funding for matters relevant to road and storm
drain maintenance, having a dedicated fund and should
further have an emergency fund available solely for the
purposes of roads and storm drain maintenance.
Keywords :
Service Delivery, Roads, Storm Drains, Maintenance, Local Councils.
