Contracts management and service delivery in government agencies: A case study of Kampala Capital City Authority

Abstract

The objective of the study was to assess the effects of contract management on service delivery in Kampala Capital City Authority. The study was guided by the following objectives: 1) To examine the effect of contract planning on service delivery by Kampala Capital City Authority; 2) To assess the effect of contract administration on service delivery by Kampala Capital City Authority; and To establish the effects of contract risk management on service delivery by Kampala Capital City Authority. A cross sectional case study design adopting both quantitative and qualitative approaches was used. This study targeted a sample of 100 respondents. Simple random sampling technique was used to select the users department staff at the KCCA. Convenient sampling was used to select the service providers. Purposive sampling technique was used to select the different contract managers. Findings revealed that contract planning accounted for 41.7% variance in service delivery, contract administration accounted for 43.3% variance in service delivery and contract risk management accounted for 18.7% variance in service delivery. It was concluded, therefore, contract planning significantly affect service delivery at KCCA, contract administration significantly affect service delivery at KCCA and contract risk management significantly affect service delivery at KCCA. In order to improve service delivery, it was recommended that KCCA should improve its contracts planning by setting clear, measurable and achievable contracts objectives within the available resources, knowledge and time and also consult all its stakeholders and develop its contract strategy in harmony with the organization’s overall procurement strategy. Furthermore, KCCA should improve its contracts administration by improving its relationship with its service providers, making the formal governance of the contract more convenient by reducing on the bureaucracy and clearly specifying expectations, obligations, responsibilities and processes for dispute resolution in the contracting process. Lastly, KCCA should improve its contracts risk management by assessing the contracting process to ensure reliable inputs, and identifying and prioritizing a company’s risks for the formulating effective risk responses.