The effect of outsourcing on service delivery in public delivery in public entities: A case of Kampala Metropolitan Police Force

Abstract

The purpose of this study was to analyze the effect of outsourcing on service delivery in public entities, with specific focus on Kampala Metropolitan Police Force. The objectives of the study were: To assess the effect of outsource planning on service delivery of Kampala Metropolitan Police Force; to examine the effect of supplier selection on service delivery of Kampala Metropolitan Police Force and; to assess the effect of supplier relationship management on service delivery of Kampala Metropolitan Police Force. A cross-sectional study design was used. Using the simple random sampling method, 59 respondents were selected from a study population of 67. Data was collected by means of survey questionnaires and face-to-face Interviews. Data analysis was carried out with the aid of SPSS software version 17 in which descriptive statistics (means, standard deviations and factor analysis) and inferential statistics (correlations and regression) analyses were done. Content analysis was used for qualitative data. Study findings revealed a significant and positive relationship between outsourcing variables (outsource planning, supplier selection and supplier relationship management) and service delivery. While supplier relationship management was found to be a significant predictor of service delivery, outsource planning and supplier selection were found to be insignificant predictors of service delivery. The study therefore concluded that supplier relationship management has a significant effect on service delivery in KMP while Outsourcing planning and supplier selection do not have a significant effect on service delivery. The study therefore recommended that Kampala Metropolitan Police Force should continue to embrace all the different outsourcing strategies (planning, supplier selection and supplier relationship management. However, KMP should put much emphasis on supplier relationships with the outsourced service providers since it is a significant predictor of service delivery for the outsourced services.