The Impact of Client Service Charter on Corruption Reduction in Tanzania Public Sector: A Case of Kigamboni Municipal Council

Abstract

Despite the noble intentions behind the client service charter in public sector service delivery, there have been cases of power abuse and corruption by certain service providers. Favouritism, privileges, and biases have become the norm, and citizens no longer have equal access to social services. This research intended to find out the impact of client service charters on corruption reduction in Tanzania's public sector. It was guided by specific objectives including, assessing the level of implementation of the client service charter at Kigamboni Municipal Council, determining the extent to which client service charter is linked with anti-corruption movements in Kigamboni Municipal Council and examining the stakeholder’s perspectives on the strategies to combat corruption in public sector. The study employed a mixed methods research approach and case study research design, whereby, a total number of 64 respondents as a study sample were involved. Data was collected through interview and questionnaire methods. The study revealed that client service charter was implemented at a satisfactory rate since, both, service providers and clients were aware of the charters being implemented in the study area. Also, the study found that the client service charter provided an opportunity for equality in service accessibility in the study area, promoted responsiveness, transparency, and accountability, and assisted citizens in recognizing their rights. Finally, the study advocated public officials’ motivation, PCCB development and supply of shadow officials in public organizations and direct customer visits as means to combat corruption concerning client service charters. The study recommended the need for a policy framework that will guide standard setting and put in place systems for performance measures, tracking and evaluation.