Although service delivery varies, it should focus on how government institutions provide public services and benefits to citizens, businesses and communities. This includes everything from healthcare, education, social welfare, public safety, infrastructure, and administrative services like issuing identification cards and driver’s licences. These services should be accessible to every citizen nationwide, but in some areas, they remain difficult to obtain. Many reasons contribute to failed service delivery, but often it is due to a lack of political will. Nonetheless, it has become common among politicians, upon assuming office, to promise to work hard to deliver services to the community. This rhetoric often begins during campaigns to attract votes from the public. However, once they are in office in air-conditioned and comfortable settings, some politicians either forget or deliberately ignore the urgent needs of the electorate. How can one explain that after thirty-five years of independence, service delivery in many parts of the country remains elusive despite available resources and a small population? In sectors like education and healthcare, the results are disastrous; learners often study in dilapidated classrooms, sometimes without sanitation.  

In rural areas, schools and other educational facilities may be in very poor condition or may not exist at all. There are still cases where children are unable to attend school at all. The cycle of poverty persists, denying children of farm families who work on farms or herd cattle access to education. This is especially common in the Zambezi region, where cattle herders and their families tend cattle in the veld for many years, yet their children cannot attend school because no schools are available there. The gap between effective service delivery and political manoeuvring remains unresolved. 

Service delivery is a pressing concern, particularly at the regional level, where government projects often fail to launch due to bureaucracy and red tape, causing delays. In some regions, it has been reported that funds are returned to the treasury because the region is an opposition stronghold. Limited resources and funding are often cited as the main reasons for the lack of service delivery, but other factors also hinder progress. Corruption and mismanagement of resources are significant obstacles, often overlooked by politicians who are reluctant to take strict action against corrupt civil servants for fear of losing the next election. While the Constitution mandates that all public servants act impartially and serve citizens equally, the politicisation of public administration often undermines this principle. This can create tension between effective service delivery and political interests. Political interference in service delivery is a major challenge, often manifesting through appointments based on loyalty rather than merit, leading to inefficiencies and lack of accountability. For example, individuals without relevant expertise are sometimes appointed to key positions, undermining service effectiveness. Additionally, vetting processes, which should promote reconciliation after independence, are misused, especially affecting civil servants from the Zambezi region, such as the Mafwe, who are suspected of secessionist tendencies. These innocent civil servants may be victimised based on unfounded allegations, reminiscent of the last days of Jomo Kenyatta, when it was risky to assume he might pass away someday, according to Mazrui (1986). 

The practice of cadre deployment, where political party members are placed in public service roles, has also eroded professionalism within the civil service. This blurring of political and administrative lines complicates accountability and often results in poor service delivery. The negative effects of politicisation are most acutely felt in rural communities, where residents may fear questioning the government about service issues. As a result, delays in accessing essential services like water, electricity, and healthcare are common, with some disruptions severely affecting hospitals and other critical institutions, directly impacting public well-being. When citizens feel their needs are sidelined for political reasons, trust in public institutions diminishes, leading to disillusionment, frustration, and voter apathy. To address these challenges, there must be a push for professionalisation within the public service. 

Appointments should be based on merit, and public servants need protection from undue political influence. These reforms aim to restore accountability and enhance service delivery, ultimately benefiting communities. The gap between service delivery and politics highlights the need for a civil service that prioritises citizens’ needs over political agendas. By fostering a professional and accountable civil service, the country can work toward ensuring equitable access to services for all, strengthening democracy and governance. 

*Prof. Makala Lilemba is an academician, author, diplomat, motivational leader, researcher and scholar.