THE RELATIONSHIP BETWEEN DIVERSITY MANAGEMENT APPROACHES AND SERVICE DELIVERY IN KISORO DISTRICT LOCAL GOVERNMENT (KDLG)

Abstract

The purpose of the study was to investigate the relationship between diversity management approaches and service delivery in Kisoro District Local Government (KDLG). Specifically, the study sought to: establish the relationship between Cultural audit and service delivery; examine the relationship between diverse workforce performances maximization and service delivery and; find out the relationship between affirmative action and service delivery in Kisoro District Local Government. The study used a cross sectional research design with both quantitative and qualitative approaches being used. Simple random and purposive sampling techniques were used to select a sample of 95 respondents from which data was collected through questionnaires and interviews. Pearson‘s correlation co-efficient was used to determine the relationship between diversity management and service delivery and qualitative data was transcribed into themes and analysed by narrative forms, quotation and paraphrasing. Regression analysis and the Analysis of Variance (ANOVA) technique were used to establish the magnitude of the relationship between diversity management approaches and service delivery. Findings revealed that diversity management approaches positively affected service delivery in Kisoro District Local Government. The study recommends that Kisoro District Local Government should ensure that negative attitudes and behaviours in the workplace which include prejudice, stereotyping and discrimination should never be used by management for hiring, retention and termination practices; the District Administration and management should gather and consider valuable information focusing on three major areas such as policies, procedures, and processes; service providers; and clients served to assess the current cultural state.