EXERCISING DEMOCRATIC RIGHTS AND OBLIGATIONS AS A MECHANISM FOR IMPROVED SERVICE DELIVERY: THE CASE OF KAMPALA CITY, UGANDA

Empirical research exploring how the exercise of democratic rights and obligations of citizens impacts on service delivery remains limited and fragmented, leaving little scope for methodical analysis or policy endorsement. Likewise, comparative studies of the factors that account for the deviation in service delivery outcomes at the local level of governance are also somewhat rare and not reflecting the true nature of what is happening in reality. As an example, irrespective of a two decade-plus long prevalence of several democratic participatory frameworks, and the excellent legal and policy frameworks for citizen participation in Kampala, the services rendered to the citizens are still poor. This is not only attesting the statement that participatory initiatives in Uganda are more like wish lists than substantive statements that are guaranteed in practice, but also raising the question: to what extent does the exercise of democratic rights and obligations of citizens by citizen’s impact on public service delivery in Uganda? So, to try and answer this question, this paper applies a


hospitals.
The provision for adequate infrastructure for the children enrolled in primary schools remains a challenge to the education sector.Yet, access to safe water is estimated at as low as 9% in some districts, while an estimated 19% of the improved water supply systems are still not functioning (UBOS, 2010: pp.33-57).This is not only attesting the statement that participatory initiatives in Uganda are more like "wish lists" than substantive statements that are guaranteed in practice, but also raising the research question as to what extent does the exercise of democratic rights and obligations of citizens by citizen's impact on public service delivery in Uganda?
In answering this question, this paper applied a quantitative research method in which a self-administered questionnaire survey based on three variables used to measure the exercise of democratic rights and obligations was distributed to a representative sample of 100 participants from Kampala city selected from three urban division councils (Kawempe, Makindye and Kampala Central).Thereafter, using the ordered logistic regression model of analysis, constructed on the findings the paper divulges that the exercise of democratic rights and obligations by citizens has a positive implication towards quality service delivery.
deaths ranking Uganda's maternal health as one of the worst in Africa and accounting for 2% of annual maternal deaths globally.This translating into 492 maternal deaths per month and roughly 16 deaths per day (UBOS, 2010: 116;Kabayambi 2014: 1).Moreover, although community roads are the nearest type of road to the majority of households, as per the national service delivery survey, these roads are characterized by poor maintenance (UBOS 2010: XVI).
In the case of education, despite the fact that adequate infrastructure is a key essential interventions in improving equitable access to education at all levels as highlighted in the National Development Plan education priorities.According to Uganda Bureau of Statistics UBOS (2010: p.9) provision for adequate infrastructure for the children enrolled in primary schools remains a challenge to the education sector with approximately one in every three pupils enrolled in primary schools not having adequate sitting and writing space (World Bank 2013:2).
Additionally, the service delivery situation in the water and sanitation sector is also alarming within the Ugandan populace -especially among children.Such that on average, access to safe water is estimated at as low as 9% in some districts, while an estimated 19% of the improved water supply systems are still not functioning (UBOS, 2010: pp.33-57).
Therefore, the fact that it is widely hypothesised that the existence of effective accountability mechanisms encourages improved service provision.(Blair 2000: 23;Narayan 2002: 14;Fox and Meyer 1995: 20).In light of the above discussions, it is clear that although the necessary initiatives on which the exercise of democratic rights and obligations of citizens can be anchored exist in Uganda, true nature of the status of service delivery in Uganda amidst the presence of these frameworks is somewhat tainted.
Thus, it is against this background that this paper aims to establish whether the quality public service delivery relates to the exercising of democratic rights and obligations of citizens by citizens.
The structure of this paper is as follows.The following section presents a detailed discussion on the fundamental catchphrases that reinforce the imperatives of exercising democratic rights and obligation of citizens as well as the significance of exercising democratic rights and obligations of citizens as an essence of enabling good public service delivery across nations.Thereafter, using results from a quantitative questionnaire survey based on three variables notably: broad participation, citizen satisfaction and Exercising Democratic Rights and Obligations as a Mechanism for Improved Service Delivery 97 aftermaths of citizen participation the hypothesis is tested.Then lastly the findings, conclusion and recommendations for exercising democratic rights and obligations of citizens to improve public service delivery in Kampala are presented.

FUNDAMENTAL CATCHPHRASES THAT REINFORCE THE IMPERATIVES OF EXERCISING DEMOCRATIC RIGHTS AND OBLIGATION OF CITIZENS
Despite the fact that to-date it is almost impossible to talk about people, power and politics without also discussing the concepts democracy, human rights and citizen responsibilities.Familiarity with the notion exercising democratic rights and obligations for many is still highly misunderstood and often misused.For instance, since the 1970s, with the utmost emphasis on the free market economy, most liberals have traded the language of civic duties and obligations for the language of rights.The majority now fronting the need to recognise and respect individual human rights as opposed to the need to promote these civic rights together with civic obligations and responsibilities (Kloppenberg, 2012: 12).Hence, for the purpose of this paper, the following section seeks to unravel fundamental catchphrases that reinforce the imperatives of exercising democratic rights and obligation of citizens, which at the same time will underpin the ideals of good service delivery.These catchphrases are: democratic rights, democratic obligations and citizen participation.

Democratic rights
Raveloson (2008:4)  Likewise, in the words of Thomas Jefferson (1776), rights cannot be legislated away nor should they be subject to the whim of an electoral majority.For any democratic government worthy to be called so, the government must at least uphold fundamental rights, such as freedom of speech and expression and the right to equal protection before the law amongst others (Bureau of International Information programs 2012: 12).
According Torney-Puta 1998 in: Sifuna (2002:17), rights are those entitlements which are basic to being human and are not connected to the accident of being born in a certain country or having a different skin colour.Rights include basic rights that deal with the dignity and worth of a person; civil and political rights; and social, economic and cultural rights that emphasise matters such as the right to work, the right to maintain one's culture and language, and the right to receive adequate education.

Democratic obligations
Although used synonymously with the words civic responsibility, according to Self (2012: 1), democratic obligations refer to the actions and attitudes associated with democratic governance and social participation, such as participation in government, society, and in voluntary activities by citizens.According to the Oxford Dictionary, an obligation is an act or course of action which a person is morally or legally bound to do that arises out of a sense of duty.Yet for Gottlieb and Robinson (2002: 16), obligations refer to the active participation in the public life of a community in an informed, committed, and constructive manner, with a focus on the common good.
Exercising Democratic Rights and Obligations as a Mechanism for Improved Service Delivery 99 For the purpose of this paper, democratic obligations will be defined as the course of actions that an individual is morally bound to do that arise out of a sense of duty for any responsible citizen.These acts of actions, including focusing on the need to contribute to one's community and country; understanding that one's rights must exist in balance with other prerogatives; the commitment of oneself to the idea that political disputes should be resolved more or less amicably; and lastly to pledge loyalty to the ideals of reasoned debate, majority rule, and protections of minority rights (Eskridge, 2001(Eskridge, :1725)).

Citizen participation
Although often aligned or even interchangeably used to refer to democratic citizenship, citizen participation is commonly viewed as attempts to influence the formulation of public policy (Whitaker 1980: 240).For Gaventa and Valderrama (1999:4) citizen participation refers to political participation mediated by political parties, as well as the participation exercised by citizens when they elect political authorities.

THE SIGNIFICANCE OF EXERCISING DEMOCRATIC RIGHTS AND OBLIGATIONS TOWARDS SERVICE DELIVERY
In order to comprehend the significance of exercising democratic rights and obligations towards delivery, it is prudent to clarify what service delivery entails.According to the Ministry of Local government (2013: 1), service delivery refers to a relationship between policy makers, service providers, and consumers of those services, whose success can be a collaborative effort between all parties guided by effective and efficient exercise of democratic rights and obligations of citizens.As argued by Keefer and Khemani 2005: 6), the success or failure of service provision depends heavily on the private characteristics of the service recipients, such as how healthy, and academically astute they are.
Exercising democratic rights and obligations of citizens derives government awareness, which helps government and policy makers to know exactly who needs what, where and when.It also helps policy makers learn which policies are likely to be explosive or unpopular and how to avoid such policy failures (Whitaker 1980: 240;Denhardt &Denhardt 2000: 552 andIrvin &Stansbury 2004: 56).
100 Africa's Public Service Delivery & Performance Review Likewise, exercising democratic rights and obligations, especially in multiparty democracies, can vastly improve social outcomes, as balanced inputs from citizens participating allows political parties to compromise and find solutions to previously intractable problems (Irvin and Stansbury 2004: 57).In terms of the education and health sectors, according to Nelson (2007: 37), citizen participation may improve parents' and communities' understanding and knowledge of education and health services, encouraging them to contribute time, money and/or labour to support local facilities.
Promotes accountability and better performance by health directors and staff and leads to more vigorous, and better-informed pressure on bureaucrats, legislators, and political leaders at all levels to improve service delivery performance (Gershberg, 2004: 429).
Additionally, exercising democratic rights and obligations strengthens beneficiary control (service providers' accountability to citizens), a critical element in service provision.This is especially true in democratic states that are rife with maladministration and corruption, where the institutions assigned to monitor service providers are weak and malfunctioning, and act under an incentive system that provides little incentives to effectively monitor the service providers (Bjorkman and Svensson 2007: 2).Moreover, given the fact that diversity in society is inevitable, citizen participation helps to bridge

RESEARCH DESIGN AND METHODOLOGY
Given that this paper sought to verify the existing set of defined variables, founded on the hypothesis that the exercise of democratic rights and obligations by citizens has a positive implication towards service delivery, this paper followed a quantitative research Exercising Democratic Rights and Obligations as a Mechanism for Improved Service Delivery 101 approach.Considering the entire population (1,720,000 people) of Kampala City (UBOS, 2002) as the study area and allowing for a 10% level of significance, a sample size of 100 respondents was obtained as illustrated below.
Representatives were selected from three division urban councils to represent the citizens.For instance, from the entire sample (n=100), the total number of respondents per division obtained was divided by the total population (653,430 people) of the three divisions (Kawempe, Makindye and Kampala Central), and multiplied by 100 giving the number of respondents per division as expressed below.

Measure of the Research Variables in the Study
The empirical data needed was specifically directed at assessing the extent to which the exercising of democratic rights and obligations of citizens' impact on public service delivery in Uganda.To gather concrete evidence, as well as develop a standard measure for the exercise of democratic rights and obligations of citizens, in this study the measurable elements in the form of independent variables were identified, each of which were measured using indicators.The indicators are, namely: 1) Knowledge on democracy, responsibilities and citizen participation procedure; 2) Involvement in decision making process; and 3) Perceptions towards citizen participation initiatives.

 Citizen Satisfaction:
1) Satisfaction with the service delivery outcomes of the citizen participation process; 2) Satisfaction with the citizen participation process; and 3) Satisfaction with the performance of citizen participation facilitators.

Statistical analysis and findings
In this paper, data was analysed at a multivariate level, using an ordered logistic   Broad participation in this study was measured using sub-indicators, namely: knowledge of democratic characteristics, citizen's responsibilities, citizen participation procedures, access to citizen participation initiatives, citizen involvement in decision-making processes, and perception towards citizen participation initiatives.All of which were explored in the survey as presented in the findings below.

Democratic characteristics as determinants of quality of service delivery
From Table 1, regression results reveal that six out of the seven democratic characteristics have a statistically significant relationship with the quality of services delivered.All seven have negative coefficients, irrespective of expected positive coefficients based on literature.For example, freedom of expression as a determinant of public service delivery was seen to be significant at (p=0.012) with a negative coefficient (β= -1.367).This means that the reduction in freedom of expression by one unit will result in the reduction of the quality of public services delivered in Kampala communities from very good to very poor by 0.255 odds.Therefore, the fact that freedom of expression empowers communities to take a leading role in decisions that affect their lives within their communities, gaining the ability to influence quality of all services delivered, is very important.
Also based on Table1, regression results indicated a negative coefficient (β= -1.240) for freedom of press/media as a determinant of quality public service delivery from the analysis despite the significance of the result (p= 0.004).The negativity denoting that a reduction in freedom of press/media by one unit results in the reduction of the quality of public services delivered in Kampala from very good to very poor by 0.290 Odds.The researcher deduces that communities that have press/media freedom are more likely to have quality services delivered in their areas compared to those that do not have any press/media freedom.Therefore, as a democratic indicator, practising freedom of press/media within the governance structure of any country or district, greatly contributes to improving quality of service delivery due to its ability to popularise within the communication systems for people to have information adequate enough to be able to influence change within their communities.

Africa's Public Service Delivery & Performance Review
For equality before the law as a determinant of quality of public service delivery, regression results showed a statistically significant relationship (p=0.000) and a negative coefficient (β= -1.657).This implies that equality before the law is an important characteristic of democracy and that has a critical effect on service delivery whereby a reduction in equality before the law of all people irrespective of their differences by one unit surely results in the reduction of the quality of public services delivered in Kampala from very good to very poor by 0.191 odds.This rightly in principle implies that acknowledging equality within communities can have a considerable change in the quality of services delivered within society, which consequently can result into a change in way of life within communities.
Additionally, hypothetically having free and fair elections in any society contributes to a sense of direction that promotes democracy in that society, resulting into stability and consequently improved services to the people.Also, the regression analysis for the subindicator free and fair election was statistically significant (p=0.002)though the coefficient was negative (β= -1.286).This implies that a reduction in opportunity for free and fair elections in communities of Kampala districts results into a reduction in the of the quality of public services delivered from very good to very poor by 0.276 odds.It is thus important to note that in societies where there are no systems to ensure free and fair elections, service delivery and quality of services will be poor.
Furthermore, although religion is an aspect that is controversial in many ways, such as its influence on development, both positively and negatively, for religious freedom as a determinant of quality of public service delivery, results depicted that there was no statistically significant relationship and the coefficient was negative (p= 0.251; β= -.6947).
The negative coefficient, however, symbolising that infringement on citizens' religious freedom by even one unit leads to a reduction in the quality of services delivered from very good to very poor by 0.499 odds.
Freedom of association as a determinant of quality of service delivery was proved statistically significant from the regression results (p=0.006) with a negative coefficient (β= -1.176).The negative coefficient (β= -1.176) signifies that a reduction in citizens' freedom of association results in the reduction of the quality of public services delivered in Kampala communities from very good to very poor by 0.309 Odds.Thus, as characteristic of democracy, referring to the right of an individual to belong to a certain group or organisation in which they have a common understanding and belief, practising Exercising Democratic Rights and Obligations as a Mechanism for Improved Service Delivery 107 freedom of association within the governance structure of any country or district out rightly contributes to improving quality of public service delivery.
Results for absence of discrimination as a determinant of quality of public service delivery indicated a statistically significant relationship with a negative coefficient (p=0.001;β= -1.333).A negative coefficient of (β= -1.333) denoting that a deterioration in non-discrimination practices results in the reduction of the quality of public services delivered in Kampala communities from very good to very poor by 0.264 odds.The practices of non-discriminatory policies in Uganda thus need to be enforced to ensure improvement in service delivery and free access to services for all.
Citizen involvement in decision-making processes as determinants of quality of service delivery Regarding measuring citizens' involvement in planning processes as a determinant of quality of public service delivery, the regression results indicated a significant relationship and a negative coefficient (β = -0.815,p = 0.024).The negative in the coefficient indicating that a reduction in citizens' involvement in planning processes by one unit results in the reduction of the quality of public services delivered in Kampala communities from very good to very poor by 0.443 odds.It is thus critical to consider citizen involvement in the planning process to allow for ownership and improved service delivery within society, given the significance of the result (p = 0.024).
For citizens' involvement in decision-making as a determinant of quality of public service delivery, results showed a significant relationship and a negative coefficient (β= -3.536, p=0.049).The negative in the coefficient (β= -3.536) indicating that a reduction in citizens' involvement in decision-making processes by one unit results in the reduction of the quality of public services delivered in Kampala communities from very good to very poor by 0.029 odds.Therefore, for the successful exercise of democratic rights that can demand quality services to prevail, involvement of communities on decision-making is important according to the results.
Likewise, when it came to the sub-indicator 'considering voices of different community groups in decision-making' as determinant of quality of services, from Table 1, results showed that out of the nine voices of different community groups in decisionmaking, seven had a statistically significant relationship with the quality of services.For This means that that for an increase in the level of influence on decision-making by local councillors by just one unit, a significant (p=0.035)increase in quality of services is attained by 9.058 odds.Thus leading to the deduction that local councillors are very important in influencing decision-making on service delivery-related issues, and, therefore, need to be encouraged to get involved in service delivery decision-making processes.
Furthermore, considering the voices of Members of Parliament (MPs) in decisionmaking as a determinant of quality services, regression results showed a statistically significant relationship with a positive coefficient on the quality of services delivered (β = 2.258, p<0.013).The positive coefficient signifies that an increase in the level of consideration, the voice of parliamentarians by one unit increases the quality of services from very poor to very good by 9.571 odds.Therefore, based on the fact that considering the voices of MPs in decision-making as a determinant of quality services is very significant (p-value 0.013), for effective delivery of quality services, results suggest that it is prudent to involve MPs at all levels of the planning process.
Additionally, considering the Lord Mayor's input in decision-making as determinant of quality of services also had a statistically significant relationship with quality of services and a positive coefficient at (β = 3.098; p = 0.001).This is suggesting that an increased consideration of the in the Lord Mayor's input in decision-making by one unit increases the quality of services delivery by 22.167 odds.Therefore, for effective delivery of quality services, results suggest that it is prudent to take into consideration the voice of the Lord Mayor in decision-making.
Also, looking at considering the voices of civil servants in decision-making as determinant of quality of services, based on the regression results, there was a statistically significant relationship between the two variables and a positive coefficient observed (β = 2.101, p < 0.015).These findings specifically revealing that an increase in the consideration of the voices of civil servants by one unit would result in an increase in the quality of services delivered by 8.181 odds from very poor to very good.This means that the quality of services delivered to local citizens when civil servants' voices are taken into consideration is twice as much as the quality of services that would be delivered without involvement of civil servants.Therefore, based on the results, it is imperative to Exercising Democratic Rights and Obligations as a Mechanism for Improved Service Delivery 109 encourage the consideration of civil servants in decision-making for the delivery of quality services.
Furthermore, with regard to considering the voices of None Governmental Organisations or Civil Society Organisations (NGOs/CSOs) in decision-making as determinant of quality of services, the regression results showed a statistically significant relationship and a positive coefficient (β = 2.276; p = 0.000).This means that an increase in the level of consideration of the voices of NGOs/CSOs in decision-making by one unit would significantly (p = 0.000) result in an improvement in quality of services from very poor to very good by 9.743 odds.
Last but not least, looking at the consideration of the media's voice in decisionmaking as determinant of quality of services delivered, from Table 1, results showed that there was no significant relationship whatsoever and the coefficient was negative too (p = 0.468; β = -1.237).This meaning that a reduction (β = -1.237) in the consideration of the voice of the media in decision-making by one unit reduces the quality of services delivered.Thus implying that there is no significant relationship between the media and the services delivered is something that can lead to deduction that maybe it is because media just airs out or publishes what decisions have been made, but they have little to no power to influence decisions made.

VARIABLE 2: CITIZEN SATISFACTION AS DETERMINANT OF QUALITY OF SERVICE DELIVERY
From the satisfaction perspective as a variable for exercising democratic rights, three satisfaction indicators were used.Firstly, whether or not respondents were satisfied with services, secondly, whether respondents were satisfied with the service providers or not, and, thirdly, whether or not citizens were satisfied with the performance of citizen participation facilitators as revealed in Table 1 above.
For example, with regard to satisfaction with the services as a determinant of quality services, results showed that there was a statistically significant relationship and a negative coefficient (β = -6.606;p = 0.000).This indicates that a reduction in the level of satisfaction with the services by one unit would significantly (p = 0.000) result in decreased quality of services offered by 0.01 odds.Additionally, with satisfaction with service providers as a determinant of quality of services, based on Table 1, results showed a significant relationship and a negative coefficient (p = 0.007; β = -2.907).This and decision-making processes as a determinant of quality of public service delivery.
Moreover, considering voices of different community groups in decision-making as determinant of quality of services, results showed that out of the nine voices of different community groups in decision-making, seven had a statistically significant relationship with the services delivered.
Secondly, from the citizen satisfaction perspective, as an indicator for exercising democratic rights, satisfaction with the services as a determinant of quality services, and satisfaction with service providers as a determinant of quality of services, results showed that there was a statistically significant relationship.Moreover, satisfaction with the performance of citizen participation facilitators as a determinant of quality of services out of the three categories of participants considered, results showed that two (LC11 Chairpersons and Members of Parliament) had a significant relationship.
Thirdly, regarding the aftermath of citizen participation, for all the sub-indicators used, namely local authorities often report back to the people after service delivery, citizens are given feedback on decision-making processes; citizens' decisions are always respected by the authorities, and solutions proposed by the community are given adequate consideration, thus results showed a significant relationship towards the quality of services delivered in Kampala.
From the findings above, it can be suggested that the exercise of democratic rights and obligations of citizens by citizens has a positive implication towards quality service delivery.

CONCLUSION AND RECOMMENDATIONS
Drawing from the empirical findings above, and existing literature, conclusions are reached that despite the existence of initiatives on which the exercise of democratic rights and obligations of citizens can be anchored exist in Uganda.The true nature of the status of service delivery in Uganda amidst the presence of these frameworks is somewhat tainted.More over empirical data proves that the exercise of democratic rights and obligations of citizens by citizens has a positive implication towards quality service delivery.Therefore, the fact that fact that undesirable effects upon service delivery in Uganda still exist despite the presence of participatory frameworks, this paper is of the view that the following recommendations can be adopted.
Exercising Democratic Rights and Obligations as a Mechanism for Improved Service Delivery 113 First and foremost, with regards to broad participation indicator, exercising democratic rights and obligation of citizens within the district should be a process that all district personnel at the five local council levels are aware of.This is mainly to ensure a standardised know-how on the importance of citizen participation in turn allows for an improved receptivity of citizen input.Therefore, based on the statistically significant relationship towards involving citizens both in planning processes and decision-making processes as a determinant of quality of public service delivery, it can be recommended that government in partnership with Non-government Organisations and Community Based Organisations provide continuous, wide-ranging education to the citizens.That is: education on the comprehensive planning process as a mechanism of awareness of the underlying policy issues of city planning and importance of participate.Education on advocacy, alliance formation and collaboration to encourage citizens be the advocates of change, as well as be able to form collaborate partnerships -especially those that cut across power differences and guard against co-optation.Lastly education on affective competencies and choice of values emphasising the fact that citizenship cannot be reduced to a catalogue of rights and duties; it also entails belonging to a group or to groups -thus requiring a personal and collective affective dimension.
Secondly, based on the performance of citizen participation facilitators as a determinant of quality of services, it can be recommended that government reemphasises the training and sensitising of the citizen participation facilitators -especially in areas of participatory planning, advocacy, alliance and collaboration.This mainly to capacitate them to be able to recruit new stakeholders in policy formulation as well as be able to review possible strategies for popular participation.
Thirdly, given the significance of the aftermath of citizen participation towards service delivery, it can be recommended that KCCA together with other districts adopt a clear comprehensive institutional community participation structure.A structure indicating who reports to whom, who is in charge of what, how is one supposed to participate, and what happens after one participates.This precisely to improve the lines of communication and encourage feedback on citizen participation.As well as provide an organised and accessible process by which the city receives and responds to input from every division on planning and development decisions in a timely fashion.
societal cleavages, creates civil virtues, and fosters social cohesion(Paffenholz and Spurk   2006: 8).Conversely, exercising democratic rights and obligations encourages on-site participation by users of welfare services, based on the belief that citizens should personally engage in shaping the services they demand.It provides a bedrock for multistakeholder organisations to be formed and requires that users (the citizens) become coproducers of the services they require.This upholding of what is now known as "citizencentred service which helps highlight the challenge of access by positioning citizen satisfaction as the criterion for success and basis on which public sector service delivery can be measured"(Pestoff 2009: 203; Institute for Citizen-Centred Service (ICCS) 2013: Online).


Kawempe Division = (262,165 / 653,430) * 100= 40.1=40 respondents;  Makindye Division = (303,171 / 653,430) * 100=46.4=46respondents; and  Kampala Central Division = (88,094 / 653,430) * 100 =13.5 = 14 respondents.Upon ascertaining the required number of respondents at each division, simple random sampling techniques were used to select the participating households.The rationale behind this choice was to obtain the richest possible source of information to answer the research questions.Additionally, for the researcher to be able to acquire enough information that meets multiple interests and needs whilst fitting the purpose of the study.Following the random sampling technique, irrespective of the lower level zone within the divisions, comprehensive lists of all households within each division were accessed at each Division's Head Offices through the Electoral Commission registers, after which a random selection of household representatives was made.In particular, numbers were written on pieces of paper, rolled and then placed in a closed, dark basket.The pieces of paper were then randomly picked from the basket and checked.A corresponding number was then checked from the voter's register and the name of individual recorded.Household details of such a selected individual were taken and the selected individual located to take part in the study.In an event that no representative of the selected 102 Africa's Public Service Delivery & Performance Review household was present at the time of completing the questionnaire, a respondent from the nearest household participated in the study.
regression model to determine the factors within the variables responsible for quality of services delivered.Where only p-values of less than 0.05 were considered statistically significant.Similarly, to affirm whether the indicators within the identified variables (broad participation, citizen satisfaction and aftermath of citizen participation) were risk factors for the quality of service delivery.Odds ratios (OR) were used to compare the Exercising Democratic Rights and Obligations as a Mechanism for Improved Service Delivery 103 relative odds of the occurrence of the outcome of interest (public service delivery), given exposure to the variable of interest (broad participation, citizen satisfaction and aftermath of citizen participation).See instance, with regard to considering the voices of local councillors in decision-making as 108 Africa's Public Service Delivery & Performance Review determinant of quality of services, regression result showed a statistically significant relationship between the two variables and a positive coefficient (β = 2.204, p = 0.035).

Table 1 -
Results of the Ordered Logit RegressionModel Showing the Indicators Within the Variables That Affect the Quality of Services Delivered in Kampala City.

The odds ratios interpreted as follows: * OR=1 Exposure does not affect odds of outcome; ** OR>1 Exposure associated with higher odds of outcome and ***OR<1 Exposure associated with lower odds of outcome.
Source: Self compiled.