An investigation into the efficacy and effectiveness of NaTIS one stop centres in rendering services: A case study of the Roads Authority of Namibia
This study focused on examining the efficiency and effectiveness of NaTIS One Stop Centres in rendering services using the Roads Authority (RA) of Namibia as a case study. Emphasis was on the following research objectives; determine the efficiency and effectiveness of NaTIS One Stop Centres on operations, to analyse the level of service delivery at NaTIS One Stop Centres from the customers’ perspective and to examine the current levels of customers’ satisfaction at NaTIS One Stop Centre. The research adopted a mixed approach and is explanatory in nature. Collected data was analysed using content analysis by looking at similarities and differences among sets of data, Microsoft excel and the statistical package for the social science software (SPSS). The study established that NaTIS One Stop Centres (NOSCs) are in a position to be efficient given the amount of revenue that is generated annually, but never the less not effective when it comes to service delivery. The Roads Authority management and NaTIS One Stop Centre customers are in agreement that service improvements are required at these Centres. The major recommendation for this study is that; the Roads Authority should establish ways to channel some of the profits generated to infrastructure development at NaTIS One Stop Centres, devise strategies to interact with customers to get their views and invest in skills development programs to empower NaTIS One Stop Centres’ employees.
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