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TOTAL QUALITY MANAGEMENT AND SERVICE DELIVERY IN THE LOCAL GOVERNMENT SYSTEM

ABSTRACT

This study is an empirical assessment of services delivery in Nigeria local government system using Adavi local government area of Kogi State as a case study from 2004-2013. Structured questionnaire made up of open and close ended questions, personal interview and observation were used to collect primary data. The secondary data were collected through text books, journals, newspaper, government and internet publications. Analysis of data was through descriptive statistics of tables and simple percentages. The study revealed that Adavi local government has averagely performed in service delivery. Inspite of this, the study discovered that some of the factors affecting the discharge of service delivery in Adavi local government in terms of timelines, satisfaction, adequacy and effectiveness are insufficient funds irregular payment of salaries and allowances, undue political interference and divided loyalty, poor observance of the principle of meritocracy in recruitment and promotion of staff and corruption. It was recommended among others that employment and promotion should be based on ability, high performance, experience, qualification and not patronage, intensification of the campaign against corrupt public officials regular payment of salaries and allowance and increase funding backed up by prudent management conclusively, the study recommends that undue political interference in the affairs of the government should be stopped and discourage.

CHAPTER ONE

1.0   INTRODUCTION

It is pertinent to give or analyze the introduction of this essay by giving the historical background of Adavi local government area in Kogi State. So as to enable the reader have a proper grasp of the research topic (Total Quality Management and Service Delivery in the Local Government in Nigeria) A case study of Adavi Local Government Area of Kogi State. Adavi local government was created from Okehi local government area on 27th August, 1991 alongside with the creation of Kogi State, during the regime of the General Ibrahim Badamosi Babangida. It was then that Adavi Local government obtained its own divisional status as a third tier of government in Nigeria. Prior to 1976 reform, the local authorities were not fully accorded recognition by the federal government. The state government was responsible for establishing the local government and in most cases with no clear or specified function expected of them. The reform by the federal government of Nigeria 1976 gave local government a pride of place as a third tier of government with assumed parallel roles, responsibilities and relationship with the state and federal government.

Adavi local government area of Kogi State is inhibited by the Ebira dialect but there are many non-indigens such as Ibo, Igalas, Yoruba and Hausa among others who settled in the area for the purpose of farming and trading. It has an area of 718km2 and a population of 202, 194 people based on the 2006 census estimates. The headquarter of the council is at Ogaminana. Written records about the origin of the Ebira people were those compiled from palace sources by the British Colonial Administrators in early 20th century. The Ebiras through oral tradition trace their descent to Wukari (In the present Taraba state) where they were a constituent part of the Kwararafa confederation. In about 1680AD, they (along with Idoma and Igala) migrated out of Wukari a chieftaincy dispute. The Ebira later split into various groups and settled in different locations between 1680 and 1750AD. The Ebira people are republican by nature, out spoken and very hard working. Farming and cloth weaving are occupations for which the Ebiras are known.

They are presently spread in five local government areas of Kogi State namely; Adavi, Okene, Ajaokuta and Ogori Mangongo. A sizeable number is also found in Lokoja and Oyo state. The paramount ruler of the Ebira people’s is called Ohinoyi of Ebira land. Okene is said to be the administrative centre of the Ebira speaking people in Kogi State headed by his Royal Majesty Ado Ibrahim. Service delivery in Ebira native authority covered education, security and peace. Adavi local government council is bounded in the north by Okehi, in the west by Okene in the east by Lokoja and in the south y Ajaokuta local government area. Today, local government as the third tier of government is not just a permanent features in the centre for grass root transformation.

1.1   BACKGROUND OF THE STUDY

Every government irrespective of its ideological inclination is responsible for the socio-economic transformation of the people at the grasroot. In Nigeria, local governments are essentially created to transform the rural area through proper administration and provision of local services which Adavi local government area is one of them. The principal purpose of service delivery is to contribute to the social-economic development of the area. The integration of local government in service delivery is to enable us focus our unreserved attention on the performance of the Adavi local government as a system this approach sees local government as a system which encourage the services provided to the people.

According to Michael (1995), total quality management is a system approach to management that aims continuously increase value to customers by designing and continuously improving organizational process and systems. By implication, local government in Nigeria is a system put in a place by the federal government with input to provide service to the people especially those at the grassroot. This all important levels of government was nationally acclaimed as the third tiers of government in 1976, years before the inception of the second republic. Today local government as the third tier of government, is not just a permanent features in the political arrangement of the country but the veritable centre for grass root transformation.

1.2   STATEMENT OF THE PROBLEM

Since the 1976 local government reforms in Nigeria, billions of naira have been sunk into the activities of local government administration with the expectation that, this funds will enhance their performance in rendering cutting edge services to the rural people. Unfortunately, the achievements of the third tier of government have continued to fall below expectations. According to Zakari (2010), the founding fathers of the Nigeria local government system had good intentions. Their major aims was for this third level of government to positively affect the lives of the people at the grassroot. But the system has been hijacked by the politician and senior bureaucrats for personal enrichment.

Essentially, local government are statutorily empowered to contribute towards the realization of national development. In view of this, Adavi local government has over the year neglected the statutory requirements as a service provider to enhance grassroot development. The failure and inconsistency of Adavi local government can be traced to this following incompetent administrators, which led to the unbalance growth and maladministration in public affairs of the local government. Misconception of the political will that necessitates the creation of local government area.

The concept and impression that funds for local administration are the share of national cake for few political actors at the grassroot level Competency and imposition of wrong candidates/aspirants in an election is seriously a threat to effective and efficient service delivery of the local administration Selfish interest has engulfed the mind of so called politician/actors at the grass roots that they could not think wisely and reasonably on how to improvement performance as implied by total quality management (TQM).

1.3   OBJECTIVES OF THE STUDY

The study was designed to investigate the efficacy of local government in Nigeria with a view of determining the relevance of total quality management to enhance good service delivery.

Specifically, the study sought to determine:

The role of local government in Nigeria

The application of total quality management for effective and efficient service delivery

The relevance of Adavi local government in socio-economic transformation

The position of local level for realization of national plan

How good administration can aid all round development at the grassroot

1.4   SIGNIFICANCE OF THE STUDY

The significance of this project cannot be over estimated. It is expected that, the finding of this study would be utilized by federal, state and local government in Nigeria to restructure and sanitized the system for better performance that would enhance national transformation. The project stand to expose the role of local governments, the political actors in the local government to appreciate their statutory functions. Lastly, the study is considered significance as reference and it serve as a benchmark for continuity especially to researchers who may wish to go further on the topic. It is also a requirement to the award of Higher National Diploma in Public Administration in Kogi State Polytechnic Lokoja.

1.5   SCOPE OF THE STUDY

The study is design to ascertain the applicability of total quality management and service delivery in the local government in Nigeria, particularly in Adavi local government. Having Adavi local government in focuses, the study will confines its discussion and draw the score board on appraising the performance of the local government from the fourth republic till date (1999-2013).

1.6   LIMITATIONS OF THE STUDY

In the course of this work, I was confronted with some difficulties, particularly in trying to obtain relevant validity and reliability as result of political consideration, likewise, aside time limit, academic stress couple with the antecedent economic constraints. Also, the secondary data used in this work cannot be qualitatively guaranteed or objectives, as they were compiled by different scholars. As regards the primary data, some respondents may not be willing to give some vital information; some may not return their questionnaire while some may be damaged in the process.

1.7   DEFINITION OF THE TERMS

QUALITY: The can be referred as to goods and services that are reliable, dependable and psychologically.

SAFETY: It is the totality of features and characteristics of a product or services that bears on it ability to satisfy stated or implied needs.

MANAGEMENT: It is a collaborative efforts towards utilization of the available resources effectively and efficiently to improve change on the desire goal.

SERVICES DELIVERY: In this study service delivery is accorded two basic meanings. Firstly, it is equated with the provision of social services like education, security, water sanitation, infrastructure, transportation like mass transit, social welfare services like bursary, scholarship to students disaster prevention and rehabilitation. Bello Imam and Roberts (2001) agree delivery when they noted that local social services delivery is the provision of services intended to alleviate human suffering and by extension, enhance the quality of life of the citizens.

Secondly, service delivery refers to the discharge of the duties assigned to workers of the local government.

EXTERNAL FACTORS: This refers to things or circumstance emanating from outside the environment of the local government but having potentials to mar or enhance the performance of the local government councils in Nigeria. Some of this factor includes undue government interference, monthly financial allocations from the federation account, undue societal pressure etc.

INTERNAL FACTOR: Refers to things or circumstances emanating from within the local government area which affect its operation and performance for instance, irrelevant academic qualification and experience, work attitude, recruitment process among others.

MERITOCRACY: This refers to the recruitment of workers based on a person’s intelligence, talent, ability, possession of relevant academic qualification and experience.

QUALITY SERVICE DELIVERY: Is characterized with timeliness, adequacy, satisfaction of the customer or consumer, fairness, honesty and transparency.

INEFFECTIVE SERVICE DELIVERY: Is characterized with unseemliness, inadequacy, dissatisfaction (of the customer or consumer) and lack of transparency.

WORK ATTITUDE: This is the predisposition to work arising from concepts, feelings, beliefs, habits and motives. It could be positive, passive or negative, comfort, good health; success and good environment contribute to the formation of a positive work attitude while illness, hardship failure and lack of essential facilities result in the development of a negative work attitude.

CORRUPTION: In its simple form is the misuse of authority (or one position) as a result of consideration of personal gains which may not necessarily be monetary. It is also defined as deviation from acceptable norms, values standards of a society.

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