Role Clarity and Service Delivery: A Case of Masaza System in Uganda

Abstract

This study examines one of the managerial practices inspired by local value systems and ethics. The masaza system of governance is valued by the respective authorities in Uganda. Role clarity which is fundamental to social service delivery is one of the central tenets in the strategy. This calls for the adoption of role clarity in order to promote its application as an approach to effective service delivery. The masaza system in Buganda was applied under the guidance of the value and ethical arrangements of the Baganda people that reside in central Uganda and has been in use for a long period of time. Prior to colonisation, Buganda kingdom in central Uganda employed this structure of governance (ssaza-single/masaza-many) under the strict adherence to role clarity. The kingdom was divided into 18 administrative units (masaza). Each of which was under the stewardship of a head (owessaza), there were smaller units of eggombolola, omuluka, and obutongole whose roles were clearly defined to trickle down to the village level for equitable social service(s) provision. This study, therefore, examined the contribution of role clarity in promoting social service delivery in Uganda. The researchers used qualitative data, analysed and summarised information of vignettes to demonstrate the relevancy of applying role clarity in enhancing social services delivery in public institutions. The study concluded that role clarity influences social services in public institutions.

Citation

Kyagaba, R.F., Munene, K.J.C., Mafabi, S. and Mbiito, J.B. (2022), "Role Clarity and Service Delivery: A Case of Masaza System in Uganda", Ogunyemi, K., Ogunyemi, O. and Anozie, A. (Ed.) Responsible Management in Africa, Volume 1: Traditions of Principled Entrepreneurship, Emerald Publishing Limited, Leeds, pp. 133-146. https://doi.org/10.1108/978-1-80262-437-320221014