Internal Controls and quality service delivery .A case of Redcliff Municipality.

Abstract

The study sought to evaluate the effect of internal controls on quality of service delivery for Municipality of Redcliff. The study reviewed past works in terms of which the theoretical framework, the conceptual framework and empirical framework were highlighted and highlighted the research methodology. The research was based on one organisation and the research participants were from 6 sections in the local authority on which a target population of 25 employees was used in this study in order for the researcher to draw conclusions at the end of the study. Convenience sampling method was used to obtain information from respondents. Interviews and observations were used as research instruments. The study showed that those employees have varying perspectives on the effects of internal controls on quality service delivery and the majority of the employees at Redcliff Municipality understood the concepts of internal controls and recognized their importance in maintaining transparency and ensuring compliance with regulations and organizational policies While participants acknowledged the efforts made by Redcliff Municipality, some voiced their opinion that there is still room for improvement. Suggestions put forward include strengthening the segregation of duties, particularly in critical financial processes, to minimize the risk of fraud or error. Additionally, participants emphasized the importance of leveraging technology to automate and enhance internal control procedures. This may involve implementing robust financial management software or using data analytics tools to identify unusual patterns or anomalies in transactions. This was also supported by other employees who stressed the importance of effective coordination and collaboration among different departments and stakeholders within the municipality. The study recommends that Redcliff Municipality should prioritize the allocation of sufficient funds to implement robust internal controls and should adopt a participative approach that aligns with the expectations of the community. Engaging community members in decision-making processes and incorporating their feedback can lead to improved service delivery outcomes. Finally, the study recommended that Redcliff Municipality should invest in staff training and development initiatives. By enhancing staff expertise, the municipality can improve its ability to establish and monitor internal controls effectively, reducing vulnerabilities and potential weaknesses