Contract management and service delivery in Public sector: a case of Uganda electricity transmission company

Abstract

Contract management has become a core competency critical to an organization's competitive advantage. Recent studies had shown that organizations with established and mature contract management practices are able to generate millions of dollars in additional savings and have a competitive advantage over their competitors. This study looked at the impact of contract management on service delivery in public sector with a case study of Uganda Electricity Transmission Company (UETCL). Specifically the study reviewed contract management practices and how they influence the service delivery of public organizations. The researcher adapted a case study design using both qualitative and quantitative methods. The data was generated from questionnaires, interviews and review of available documents in line with contract management and service delivery. Data collected was analyzed using Pearson product moment correlation coefficient (PMCC) to make conclusions. The findings of the study indicated that the contract management practices that is contract mobilization, contract monitoring, performance management and contract completion were effectively managed in UETCL. The service levels were in place and finally it was established that contract monitoring and performance management had a positive significant relationship on service delivery. It was recommended that if service delivery is to be improved in public sector organizations, the policy makers and other stake holders should enhance the contract management practices through data collection systems to create access to contract information and clear benchmarks to check supplier performance based on contract terms. This can be achieved through establishing a performance management framework that would provide a contract management framework with agreed targets for the providers to meet.