Evaluating service delivery in Namibia

A case study of the decentralized Khomas Basic Education Directorate

Abstract

The study’s objective was to evaluate service delivery in the basic education Directorate in Khomas Regional Council through a triangulated method of data collection involving key informant interviews, observation and desk research. The population for the interview component of this case study consisted of about 128 staff members and the purposefully selected sample was thirty (30) staff members. Data was analysed by arranging the responses thematically in line with the objectives of the study. The study’s findings revealed that the understanding of the decentralization policy and concepts are different among research participants. The findings further revealed that there is a lack of inter-organizational collaboration and coordination with regard to the management of delegated education activities which leads to poor planning as well as refusal by seconded staffs to follow the correct reporting lines. The study recommends more sensitization, advocacy and training on the purpose and benefits of decentralization so as to address the problem of lack of understanding, lack of inter-organizational collaboration, coordination, planning and proper reporting mechanism.