The effects of occupational stress on service delivery in Zambia police service: a case of criminal investigation department (CID) in Lusaka urban district.

This study investigated the effects of occupational stress on service delivery in the Zambia Police Service CID in Lusaka Urban district. The study employed a mixed methods approach and Yamane sample size formula was used to calculate a sample size of 211 respondents from a population of 450 officers. A survey questionnaire and in-depth interviews were used to collect primary data. The results showed that there was a moderate prevalence of occupational stress among the CID officers in Zambia Police Service. Additionally, it was revealed that the main causes of occupational stress in CID include among others: Organisational culture; Lack of transport; Political interference; Bad management practices; Job content and demands; Physical work environment; Relationships at work; Change management; Lack of support; Role conflict; and Traumatic experiences such as accidents and injury. An inferential analysis involving Linear Regression analyses proved that a negative significant relationship exists between occupation stress and service delivery (β = -0.6) and further concluded that occupation stress leads to poor service delivery. Therefore, the study established that police officers under CID encounter unpredictable and potentially volatile situations caused by occupation stress factors which make them fail to execute self-initiated investigations, leads to absenteeism, workplace conflict due to poor relationships and diminished employee productivity which in turn distorts their service delivery. The study further recommended the need for the Police Service should have clear organizational structure that provides employees with information about the structure, purpose and practices of the organization. Each employee’s skills, knowledge and abilities should be matched as much as possible to the development needs of each position. In-service training should be provided, counseling services as well as development of a stress management policy. Furthermore effective supervision and guidance should be provided to employees as it is important and can help staff cope with occupational stress. Keywords: Effects, Occupational Stress, Service Delivery and Criminal Investigation Department