Leadership challenges in improving service delivery in the public sector: A case study of the Directorate of Citizenship and Immigration Control, Ministry of Internal Affairs, Uganda
The purpose of the study was to examine the leadership challenges in service delivery in the Directorate of Citizenship and Immigration Control, Ministry of Internal Affairs, Uganda. The objectives of the study were to examine the different leadership styles practiced by the leadership of the DCIC, examine the ideal public service delivery systems to determine the factors and best practices behind quality service delivery, and to identify the challenges faced by the leaders of DCIC and make proposals that will lead to better service delivery systems. The Researcher used both quantitative and qualitative cross sectional research design was used to establish the relationship between leadership challenges, customer care, performance and service delivery. A sample of 150 respondents was chosen and sample size of 129 respondents was obtained. The researcher used both quantitative and qualitative cross section research methods to obtain data. A sample size of 150 respondents was chosen and a sample size of 120 respondents was obtained Non – probability sampling, and random sampling techniques were used to select the respondent for the study. Both primary and secondary data was collected, primary data was collected through administering of structured and self-administered open-ended questionnaires, and non-structured questionnaires and interview guides and observation while secondary data was obtained through reading text books, journal Articles, Annual Sector Reports, Statutory Instruments, Acts and Internet Sources. The research findings indicated that there was a significant positive relationship between leadership and customer care (r = 0.264, P= 0.006), customer care and service delivery (r = 0.407, P = 0.000), performance and customer care (r = .191, P=.050), performance and service delivery (r = 0.416, P=0.000). Performance, leadership, and customer care significantly predicted the dependent variable by 44.1% of the variance in service delivery. The researcher therefore, recommended that the Directorate of Citizenship and Immigration Control should strengthen such systems which advocate for and promote strong leadership, performance and customer care so as to uphold enhanced institutional service delivery, create an enabling environment that emphasises work place practices that enforce systems that uphold institutional leadership. The researcher hopes that if the recommendations to the research findings are implemented it will go a long in improving service delivery in DCIC.