As result of population growth in general and in cities in particular; there is an increasing demand on the delivery of quality municipal services. People expect a high standard of service delivery and effective support. If we examine the requirements of the various stakeholders who are associated with Municipal services from legislation, regulation, policy formation and review; planning, implementation, delivery, support, monitoring and reporting we will see that the current arrangements are not helping to cope with increase in demands and higher expectation of getting a fit for purpose outcomes.
I believe that the main reason for such current state of affairs is do with the way the Municipal sector has been structured.
The whole set up has been designed and formulated as an Administrative and bureaucratic hierarchy and not a services sector .Therefore if you examine the organization structures you will not find a department dealing with customer services, account management, sales & marketing, customer support or customer relations.
There is a need to have a change in the mindset and also design, plan and implement a whole municipal structure based on considering the municipal activities as part of what we term “SERVICES” sector managed by private sector ideas and norms.
There are great potentials for the use of modern information systems and applications to boost the efficiency and effectiveness of all aspects associated with municipal services.