EFFECTIVENSS OF TRAINING AND DEVELOPMENT TO PUBLIC SERVANTS IN IMPROVING SERVICE DELIVERY IN PUBLIC OFFICES

Abstract

ABSTRACT Since the Introduction of training and development in public offices in Tanzania, there was a belief it would solve challenges that exist in service delivery to clients. Unfortunately, the strategy does not seem to meet the expectations of the clients as there are significant challenges that have been identified such as dissatisfaction of customers with services offered in public offices, poor quality of services delivered, and high cost of services provided in public offices. Therefore, this study aimed to examine the effectiveness of training and development to public servants in improving service delivery in public offices, using Bukoba Municipal Council as a case study. The study was conducted at the headquarters and some of extension offices of the Bukoba Municipal Council. An explanatory study design and a mixed research approach were used in this study. The study population included Heads of Departments and Units, Health Secretary, Heads of Schools (Secondary Schools), Head Teachers (Primary Schools), Human Resource Officers, Ward Executives, Medical Officers in-charge of Health centers and dispensaries, and some of the employees who attended short- and long-term trainings in the past three years in the Bukoba Municipal Council. The sample size was70 who were selected using purposive and convenience sampling techniques The questionnaire and interview discussions were used to collect data. Descriptive statistics was used to analyze quantitative data and Content analysis was used to analyze the qualitative data collected from participants to decode their meaning. Findings from this study reported that. training and development to public servants was effective in improving service delivery in Bukoba Municipal Council. The study also recommends that public sectors should invest substantial amount of their budget for training and development programs as they hold important aspects on performance and services delivery through improved employee behaviour attitude, knowledge and skills.