Communication is a two-way process of reachingmutual understanding, in which participants not only exchange information,news, ideas and feelings but also create and share meaning.
In general,communication is a means of connecting people or places. In business, it is a keyfunction of management i.e. an organization cannot operate withoutcommunication between levels, departments and employees. Thus, effectivecommunication refers to that both parties involve in communication have a clearimage of message, conveyed between them.Communication is considered as a tool that leadstowards achieving individual and organizational goals and objectives thussmoothens the flow of information, knowledge, generation and transmittingideas, decisions, coordination and interpretations of activities.
Communicationprovides unity of direction between employees, a sense of shared expectations,feelings and attitudes that are important components sustaining group effortsand achieving organizational goals and objectives (Itodo, 2007). Also, Communicationoriginates from Latin word “communicare”, meaning “to make common” or “toshare”. Therefore, it is a process through which meaning is exchanged betweenindividuals through common system of symbols, signs, or behavior (Ifeagwazi,2007).According to Cole (2002), communication is a processof creating, transmitting and interpreting ideas, facts, opinion and feelings.Sherlekar (2001) views communication as an ongoing process by which peopleshare meaning through transmission of messages.What is Service delivery? Service delivery plays animportant role in building the relation between government organization and peopleof that country’s government. Also, service delivery is the government’s keytask. Government exists among other reasons because it is the only structurethat can properly provide the guidance of certain critical services such aspublic order, safety, infrastructure, management and maintenance of public roadsand so forth.
The government must provide citizens with guaranteeson the continuity of service delivery: equal access to all irrespective ofsocial and cultural background, and affordable prices. The important factors inservice delivery are: Customer satisfaction, Trust, Reliability and Legitimacy.Improving service delivery has large similaritieswith improving the relationship between citizens and administration. .
Attention to service delivery does not stand alone. In today’s society peopleexpect a lot from their suppliers and in citizen’s first perception they do notdistinguish between market parties and local government. Service delivery inpublic organization mainly focus on to deliver service as promise to the customerand to retain it. In view to customer promise, the overall goalsof public service delivery must be clearly understood. For that information(communication) is needed and to conveyed efficiently and effectively.
Objectives· To study the relationship between the level ofeffective communication and service delivery in the public organizations.· To examine the ways of enhancing service deliveryprocess through effective communication in public organizations. ResearchQuestions1) How canwe enhance service delivery process through effective communication? 2) What isthe relationship between effective communication and service delivery in thecontext of public organizations?SignificanceAgovernment is established or based on the citizens of a country. They fulfillthe demands and rights of their people. In present world, Citizens today aremore aware of their rights, have better access to information on publicservices and consequently have higher expectations of service levels. Becausethey have become used to capable private sector organizations providing highlevels of customization and other benefits, they are not prepared to acceptthat public sector organizations are incapable of improving their own servicedelivery.
They also expect a positive customer experience and better returns onthe taxes they pay. Communication plays an effective role on both from customer& public organization perspective. Customer are needed to be well informedabout the service delivered by public organizations as promised.
EffectiveCommunication may result in getting customer satisfaction and establishing longterm relationship with customers on basis of trust. Thus, effectivecommunication helps to enhance service delivery in public organizations.