Evaluating Reasons For Non-Payment Of Key Services In Oshakati Town, Namibia

ABSTRACT

Local authorities face a general problem of having huge debts. This

suggests that self-generated revenue is no longer sufficient for municipalities to

undertake their service delivery activities. This study addressed three research

questions. What are the possible reasons why some consumers are failing to pay

for services? What are the contributing factors for non-payment of services on

service delivery? What strategies exist to encourage and maintain the payment

for services? The study used a multi-method that combined quantitative and

qualitative data so that there would be depth to the findings. The major findings

of the research were as follows. There is a performance gap between the

expectations of the customers and the service delivery by municipality on

problems pertaining to refuse collection, customer service and attending to

storm water drainage systems. This indicated poor service delivery. The

recommendations included a practical approach is needed to deal with floods

rather than wait for floods to take place and become reactive. Furthermore, there

is a great need to employ chartered accountants to manage financial statements.

Disconnections for revenue collections should be a last resort and should be used

as a tactic. Outsourcing complicated debts should be encouraged. Revenue

collection strategies should be set in place to serve as a revenue collection guide

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