Impact of Good Governance Practices on Service Delivery in Wanging’ombe District

Abstract

In Tanzania, many people complain about the quality of customer service representatives, facilities, procedure or policies and the general atmosphere of TANESCO institutions. In addition, the delivery of service by public sector is not properly tailored to customer needs. In that cause, the study aimed at finding out the impact of good governance practices on service delivery in TANESCO. The study was conducted at TANESCO-Wanging’ombe District in Njombe Region-Tanzania. The study employed pragmatism philosophical approach and used questionnaire and interview tools to collect data. The study used SPSS for data analysis and presented findings through descriptive statistics, employing frequency and percentages in tabular forms. The study reached 85 respondents, including 13 interviewees who are primary customers and officers of TANESCO respectively. There is a reasonable practice of good governance adherence to at TANESCO-Wanging’ombe District. Further findings revealed that, good governance contributes to quality service delivery at TANESCO. The study further found that good governance practices at TANESCO are hindered by various factors such as political interference, favouritism, bureaucracy, corruption and delays. The study recommended for TANESCO to ensure that all staff are aware of the principles of good governance and adhere to them in their daily operation. The study also recommends that the Government of the United Republic increase funding to TANESCO to alleviate the institution's financial constraints, enabling it to procure genuine electrical equipment to replace aging infrastructure. This will help reduce frequent electricity outages, which pose significant economic risks to customers.