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Client service charter in public institutions in tanzania. a myth or reality? (an assessment of methods and techniques of awareness building to citizens)

Author: 
Hussein Lufunyo
Subject Area: 
Social Sciences and Humanities
Abstract: 

In the contemporary world citizen demands on quality, quantity, economy and timely service delivery from public institutions has become a norm. Citizens are no longer passive and inactive subjects in the society and cannot be under estimated. Noting this assumption, this paper makes an attempt to assess the methods and techniques for building public awareness on existence and value of Client Service Charter as a tool of managing performance and service delivery in Tanzania. Documentary review on reforms in Tanzania was done to build the case. The study gathered information using existing reform documents, research papers, journal articles and complimented with interviews to few purposively selected individuals. The study has observed that client service charter in Tanzania is not a reality rather a Mythy. The methods and techniques for building public awareness has not yielded much of the expectations in terms of improving governance process and service delivery to the citizenry. The study concludes that there is a need for the government to take more initiatives in terms of publicity for awareness building, resourcing, more involvement of stake holders, redefining the approach on donor dependency and having a proper enforcement framework to restore hope and legitimacy from the citizens.

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