Evaluating reasons for non-payment of key services in Oshakati town, Namibia.

Abstract

Local authorities face a general problem of having huge debts. This suggests that self-generated revenue is no longer sufficient for municipalities to undertake their service delivery activities. This study addressed three research questions. What are the possible reasons why some consumers are failing to pay for services? What are the contributing factors for non-payment of services on service delivery? What strategies exist to encourage and maintain the payment for services? The study used a multi-method that combined quantitative and qualitative data so that there would be depth to the findings. The major findings of the research were as follows. There is a performance gap between the expectations of the customers and the service delivery by municipality on problems pertaining to refuse collection, customer service and attending to storm water drainage systems. This indicated poor service delivery. The recommendations included a practical approach is needed to deal with floods rather than wait for floods to take place and become reactive. Furthermore, there is a great need to employ chartered accountants to manage financial statements. Disconnections for revenue collections should be a last resort and should be used as a tactic. Outsourcing complicated debts should be encouraged. Revenue collection strategies should be set in place to serve as a revenue collection guide.