https://cris.library.msu.ac.zw//handle/11408/84 Wed, 22 Apr 2026 16:59:58 GMT 2026-04-22T16:59:58Z https://cris.library.msu.ac.zw//handle/11408/4079 Title: An assessment of workplace conflict management in Zimbabwean local authorities. a case of Masvingo City Council Authors: Jaravaza, Alice Abstract: Zimbabwean Urban Local Authorities are established in terms of the Urban Councils Act Chapter 29:15 Section 4 (1) (a – d). The Central government formed urban councils as the government that is closer to the people at grass roots level in which these local bodies have been delegated both legislative and fiscal authority. Urban Local authorities are a diverse community where different people from all walks of life acquire different types of services and goods. They follow rules and procedures that govern them on their day to day business. In addition there is day to day interaction of people with diverse perspectives, behavior, attitudes among other differences that cause workplace conflict unavoidable. The purpose of this research is to assess the management of workplace conflict at Masvingo City Council, looking at the background of the study, statement of the problem in the management of workplace place at Masvingo City Council, objectives of the study, research questions, significance of the study, literature review, research methodology and other subtopics that the researcher is going to cover. Mon, 01 Jan 2018 00:00:00 GMT https://cris.library.msu.ac.zw//handle/11408/4079 2018-01-01T00:00:00Z Jaravaza, Alice https://cris.library.msu.ac.zw//handle/11408/4071 Title: Information Communication Technology for Zimbabwean Local Authorities in service delivery. a case of Mutare City Council Authors: Marange, Leonah Abstract: The researcher was researching on a topic entitled Information Communication Technology for Zimbabwean Local Authorities in service delivery. The aim of this research was to establish the impact of the ICT system in addressing the challenges facing Zimbabwean local authorities in the delivery of services, with particular reference to City of Mutare. The research was undertaken in wards 5 and 16 respectively of Mutare urban. City of Mutare was perceived as having insurmountable challenges which had greatly compromised its capacity to deliver services to the residents of Mutare. The challenges have led to performance gaps resulting in the City of Mutare providing inadequate services or no services at all. The researcher further highlighted the research objectives which are to determine whether ICT is beneficial or not to the residents, employees and management itself, determining the consequences of ICT system and suggested possible solutions to these prevailing problems .This has resulted in the Mutare city as a council to recognise the significance of ICTs in addressing service delivery .The researcher used both quantitative and qualitative methods in presenting data. The study was informed by both primary and secondary data. Primary data was gathered from a sample size of 20 who were conveniently selected as the author used purposive and systematic sampling from a total of 140 000 population and this was determined after considering the budget and timeframe of the researcher. The data was gathered through documentary analysis derived from the journals, and books as well as reviewing the various data analysis done in relation to the assessment of ICT in enhancing service delivery provision, interviews, questionnaires, observations and council documents were used as well by the researcher. The study confirmed some of the operational challenges to include lack of IT skills, and lack of clear understanding of ICT as well as training. The research established that the challenges facing City of Mutare were related to capacity issues, financial aspects inadequacy of the ICT infrastructure, lack of well-drilled ICT manpower and this has led to performance gaps resulting in the City of Mutare providing inadequate services or no services at all. Findings from previous literature revealed that there are constraints faced in the operations and utilization of ICT.The researcher identified a plethora of challenges being encountered by the C. O.M in the implementation of ICT such as inadequate financial system, lack of well- drilled ICT manpower and the chief problem is that the C.O.M is still lacking in ICT infrastructure for it to provide services effectively and efficiently. Although the city is being affected by these insurmountable challenges, it is striving to implement ICTs earnestly as depicted by its use of ICT tools in service delivery such as the E-payment services, Websites to advertise and attract investors and the use of an SMS hotline based platform. The researcher recognised that the C.O.M unlike other Zimbabwean local authorities is trying its best in moving from a paradigm shift of operating and providing services manually to the new public management of operating electronically in the provision of efficient and effective services by engaging private players and twinning with other donor funding programs to boost its revenue base and for resources mobilisation as these supply both technical and financial assistance to accelerate ICT programs. This study provides an effective solution to identified challenges and impact as well as strategies to be adopted in order to reduce the failure rate of ICT. The implications of the findings are that unless the limitations dubbed above are resolved, ICT in the Zimbabwean local authorities will continue to experience insurmountable service delivery challenges, poor economic growth and development. Therefore, the study recommended on Chapter 5, that City of Mutare should adopt strategies such as including all stakeholders in ICT planning and implementation as it creates a sense of ownership and help in the mobilization of resources, engaging private players for boosting their revenue base and in order for them to try to reverse and halt the service delivery deterioration. Thu, 01 Jun 2017 00:00:00 GMT https://cris.library.msu.ac.zw//handle/11408/4071 2017-06-01T00:00:00Z Marange, Leonah https://cris.library.msu.ac.zw//handle/11408/4069 Title: The impact of rural urban migration on smaller settlements surrounding bigger towns : a case of Epworth local board Authors: Moyo, Marx Konias Abstract: Epworth is one of the suburbs that is very close to Zimbabwe’s capital city Harare. It is located 15km to the South-east of Harare city. Epworth has a total population of 167 000 people according to the census of 2012. Due to many pull and push factors, humans have been moving to Harare from the rural localities like Goromonzi,Domboshava, Chiweshe among others. However, life has not been easy in the capital city for many of them. Housing demand has been high and unemployment has also increased. Cash crisis has been rampant too resulting in many residents failing to pay rents. Most of the people had sought refuge in the neighbouring smaller settlements to cope with the reality of life. Now pressure has been exerted to Epworth Local B oard to provide water and sanitation to a population that is far beyond their reach. Services have been strained as too many people are moving in into Epworth. Epworth is very small in terms of area, but its population is too big. Disease outbreaks and crime are a common feature. The original setters who came first have accused the late comers to be the ones that have created chaos in Epworth. The late comers that are referred to are the migrants from areas such as Mbare, Mufakose, Mabvuku, Kuwadzana, Dzivarasekwa and many other suburbs in Harare. The research was based on Epworth. The researcher used a sample size of 25 which suited the available resources. Data was collected using questionnaires and interviews to both council officials and the residents. probability (systematic) sampling was used. Central government has not helped Epworth in terms of housing provisions a situation that has seen a sharp rise if informality in Epworth. The research recommended that Epworth Local Board should regularise its settlement to minimise in-migrants. The research found out that people are moving to Epworth due to cheap cost of living.This research, however, seeks to achieve the following aim or objective that is why there is movement from the capital city to the periphery zones. Resolutions and solutions to the effects of migration in Epworth are suggested in this research Fri, 01 Jun 2018 00:00:00 GMT https://cris.library.msu.ac.zw//handle/11408/4069 2018-06-01T00:00:00Z Moyo, Marx Konias https://cris.library.msu.ac.zw//handle/11408/4066 Title: The effectiveness of Service Level Benchmarking in improving service delivery in Zimbabwean urban local authorities. Case of City of Harare Authors: Kamonjola, Munyaradzi Abstract: The study assessed the effectiveness of Service Level Benchmarking in Zimbabwean urban local authorities in improving service delivery, using the case of City of Harare. Service Level Benchmarking is a new concept introduced in local authorities as a panacea to improve service delivery through tracking performance of local authorities over time to see failures and success through reviews by other local authorities. Harare City Council is one of the local authorities practicing Service Level Benchmarking in a bid to improve water supply, waste water management and solid waste management within its areas of jurisdiction. In the introductory chapter the researcher highlighted the background of the study citing reasons for the introduction of service level benchmarking. The statement of the problem inquired whether service level benchmarking has improved the water and sanitation challenges. The ultimate reason of the research was to uproot the reasons for adoption of Service Level Benchmarking, how it is improving service delivery and how effectives has it been in improving service delivery and if this initiative is a solution to improving service delivery. Themes that the study addressed includes history of SLB in Zimbabwe, reasons for its adoption, key elements that SLB is focusing on, Indian case study of SLB as well as the relationship between SLB and service delivery. The research was guided by the Benchmarking Theory and New Public Management Model which attempted to show how benchmarking and factors in new public management can improve service delivery. A qualitative and quantitative research approach was used in the research; for a target population of 65 personnel and a sample of 54 respondents comprising of residents, business community, council officials and SLB focal persons. The researcher used questionnaires and interviews as research instruments. The data collected was analysed and presented in the form of graphs, pie charts, tables, doughnut and bar graphs. The findings showed that City of Harare is improving water and sanitation services as it is ensuring that the performance indicators have increased after every peer review process, this can be noted through improved water supply, improved response to customer complaints, stakeholder involvements, engaging private private partnerships sharing of best practices from peer review processes. The research recommends the council to be implementers of best practices rather than being problem identifier, use of ICT, need for more stakeholder involvement, need for institutionalising of the SLB process and formulate proper guidelines that clearly identifies the issues of SLB funding. Fri, 01 Jun 2018 00:00:00 GMT https://cris.library.msu.ac.zw//handle/11408/4066 2018-06-01T00:00:00Z Kamonjola, Munyaradzi