Business process management and service delivery; a case of Uganda’s public entities
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Date
2014
Journal Title
Journal ISSN
Volume Title
Publisher
World Journal of Entrepreneurship, Management and Sustainable Development
Abstract
The purpose of this paper is to test empirically a variety of hypotheses related to business
process management (BPM) and service delivery within public entities and contracting companies
in Uganda.
Design/methodology/approach – Avalid research instrument was utilized to conduct a survey on
20 government ministries, ten government departments and 13 service providers (contractors) who are
representative of the 40 government entities and 25 service providers in Uganda. Correlation and
regression analysis were conducted to ascertain the validity of the hypotheses.
Findings – Statistical support was found for eight out of the nine hypotheses tested.
Research limitations/implications – Only a single research methodological approach was
employed, future research through interviews could be undertaken. Multiple respondents in public
entities and service providers were studied, neglecting other key stakeholders like service users.
Finally, BPM was studied and by the virtual of the results, there are other elements that contribute to
service delivery that were not part of this study.
Practical implications – There is need to intensify initiatives to encourage greater understanding
and acceptance of BPM, employ a viable BPM strategy that includes risk management, building highlevel
innovation, strong human resource capacity, providers expertise in order to provide optimal
service to both service buyers and users.
Originality/value – This is the first paper in sub-Saharan Africa to tests empirically the relationship
between BPM and service delivery in the Ugandan context of service buyers and providers and
provides support for the relationship and process management.
Description
Keywords
Service delivery, Business process management, Service provider, Service buyer
Citation
Nixon Kamukama Sulait Tumwine Julius Opiso Stephen Korutaro Nkundabanyanga , (2014),"Business process management and service delivery; a case of Uganda's public entities", World Journal of Entrepreneurship, Management and Sustainable Development, Vol. 10 Iss 4 pp. 285 - 299 http://dx.doi.org/10.1108/WJEMSD-08-2013-0047