• The Journal of Industrial Distribution & Business
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• v.13 no.2
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• pp.1-15
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• 2022

Purpose: This study established the state of the utilisation of information and communication technologies (ICTs) in Zimbabwean urban district councils to manage municipal knowledge. The way municipal knowledge and service delivery information are managed influences the usefulness and accessibility of the information to the various stakeholders. The effective management of this information thus determines the quality of decisions made by Zimbabwean urban councils. Research design, data and methodology: The study adopted a single case study design, employing a purely qualitative research approach. The purposive sampling technique was used to select key informants who participated in the study. Collected data were analysed using thematic content analysis. Results: The findings revealed that the Masvingo City Council was not fully utilising ICTs to manage service delivery knowledge. It has been at a minimum level in cases where they have been used. Conclusions: This research contributes to the Zimbabwean local government body of knowledge, providing the evidence needed to form a basis for future research, focusing on knowledge management and information technology utilisation in municipal organisations. The researchers recommended that Masvingo City Council direct more resources towards improving the existing ICT infrastructure and employee training programmes to improve the management of the organisation's knowledge.