Governance and Service Delivery: An Evaluation of Urban Councils’ Non-Compliance with Statutory and Policy Requirements in Zimbabwe

Abstract

Purpose: This paper explored the causes of residents’ non-payment of bills for services rendered by urban local authorities in Zimbabwe. The non-payment of municipal bills by ratepayers created challenges for municipalities in Zimbabwe to provide services sustainably, as timely payment of these bills is essential for securing the necessary finances for service delivery.

Design/Methodology/Approach: The study explored the causes of residents’ non-payment of bills for services rendered by urban local authorities in Zimbabwe depriving resources for urban councils’ service delivery. A survey and in-depth interviews to collect data and Structural equation modelling (SEM) was adopted for quantitative analysis and Atlas.ti, 23 software was used for qualitative analysis.

Findings: Poor administration of bill and tariff management, non-provision and poor quality of services, and minimal community participation in municipal governance caused non-payment of council bills for services rendered.

Practical Implications: The Governance Policy Framework document for local government in Zimbabwe must include provisions for stakeholder participation in service delivery and governance, the internal audit function, ethics programs, and the roles of executive directors in strategic planning for infrastructure. Policy makers must review the existing Urban Council Act 29:15 of 1996 to be in line with the new constitution of Zimbabwe, capturing and promoting devolution.

Originality/Value: Prior literature tends to investigate socio-economic fundamentals, political interference in the running of urban local authorities, absence of rule of law, and lack of finance that are external factors as the main causes of poor service delivery in urban councils in Zimbabwe. This study contributes to governance literature by examining the internal governance practices of urban local governments within their own jurisdiction.