The Impact of Good Governance Practices on Promoting Service Delivery in Tanzania’s Public Organizations: A Case of the Dodoma Water Authority.

Venance, Lucas (2025) The Impact of Good Governance Practices on Promoting Service Delivery in Tanzania’s Public Organizations: A Case of the Dodoma Water Authority. Masters thesis, The Open University of Tanzania.

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Abstract

This study examined the impact of good governance practices on service delivery in public organisations, focusing on the Dodoma Urban Water and Sanitation Authority (DUWASA). The study aimed to (i) assess DUWASA’s adherence to good governance principles, (ii) determine the influence of accountability, transparency, and public participation on service delivery, and (iii) identify challenges affecting governance implementation. A mixed-methods approach was employed, combining qualitative interviews with 10 key informants and quantitative surveys of 23 employees and 99 customers, making a total sample of 132 respondents. Findings revealed that DUWASA largely adheres to good governance practices. Transparency and accountability positively influenced the management of financial, human, and infrastructural resources, while community participation contributed to improved service delivery and public ownership of utility projects. However, challenges such as corruption, poor remuneration, and inadequate responsiveness to complaints were identified as major impediments. Based on these findings, the study recommends that DUWASA: improve staff remuneration and ensure timely wage payments, strengthen oversight and whistleblower mechanisms to curb corruption, enhance responsiveness to customer complaints, and maintain consistent transparency and accountability practices. Implementing these measures will strengthen governance and improve the quality and reliability of water services in Dodoma City. Keywords: Good Governance Practices, Service Delivery, Tanzania, Public Organisations, Dodoma Water Authority

Item Type: Thesis (Masters)
Subjects: 300 Social Sciences > 350 Public administration
Divisions: Faculty of Arts and Social Sciences > Department of Political Science and Public Administration
Depositing User: Mr Habibu Kazimzuri
Date Deposited: 31 Jan 2026 14:58
Last Modified: 31 Jan 2026 14:58
URI: http://repository.out.ac.tz/id/eprint/5025

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