The main objective of the study was to explore the impact of service charter on service delivery at the National Aids Control Council (NACC). The literature review focused on work done by other researchers on service charter and its effectiveness on service delivery focusing on its purpose, defining the concepts and its historical development and made comparison to its findings. The respondents were categorized into service seekers of three different ministries and one government department.
The study used purposive sampling to sample 47 respondents in the three ministries. Those who came to seek services at the NACC headquarters were randomly sampled. The study used descriptive survey to answer the objectives. The research question sought to get information on the impact of service charter on service delivery at the NACC. Questionnaires were the main tools used for data collection. The data analysis was done by use of Statistical Package for Social Sciences (SPSS). The results were generated and presented in form of percentages and tables.
The study revealed that generally, service delivery at the NACC had improved to a great extent as more people were aware of the promise of the organization through the service charter. However, much more needs to be done in sensitizing service seekers on the service provider’s obligations. There is also need to mainstream the grievance handling mechanism in the organization. The study recommends that NACC adapts a strategy that will ensure effective display of their service charters at strategic positions within and outside their offices in order to reach out to more service seekers. This is because the more knowledgeable the service seekers are, the easier it will be for them to access information hence satisfaction with the services rendered.
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