MANAGERIAL FACTORS AFFECTING SERVICE DELIVERY IN THE DIRECTORATE OF CITIZENSHIP AND IMMIGRATION CONTROL OF UGANDA

Abstract

This study was about managerial factors that affect service delivery in the Directorate of Citizenship and Immigration Control (DCIC). The independent variable was the managerial factors while service delivery was the dependent variable. Specifically, the study set out to; examine the extent to which staffing affects service delivery in the DCIC; analyse the extent to which Human Resource Development affects service delivery in the DCIC and; assess the effect of supervision on service delivery in the DCIC. The study adopted a cross- sectional case study research design with both qualitative and quantitative data collection approaches. The study considered a sample of 226 respondents who included a director, commissioners, immigration officers and members of the general public. Overall, the response rate of the study was 87%. The quantitative data was analysed using descriptive statistics and Pearson product moment coefficient, which aided in assessing the variable relationships and testing the hypotheses. Qualitative data was summarized and paraphrased or presented using verbatim statements. The findings revealed that the various managerial factors; staffing, human resource development and supervision, had a positive and significant effect on service delivery, with Pearson correlations of .449**, .589** and .553**, respectively. This therefore meant that any improvement in the three variable dimensions would result into an improvement in service delivery. On the basis of the study findings, it was noted that there were limited opportunities for development, which affected service delivery, there was laxity in supervision, the few employees were quite overwhelmed by the large numbers of clients. The researcher therefore recommended that; management of DCIC put in place effective policies to address the managerial concerns that were hurting service delivery, a review of the staffing needs at DCIC be done to come up with better staffing projections that can meet the ever growing clientele, supervisors be clearly empowered to perform their supervisory roles.