Business process management and service delivery; a case of Uganda's public entities

Date07 October 2014
Pages285-299
Published date07 October 2014
DOIhttps://doi.org/10.1108/WJEMSD-08-2013-0047
AuthorNixon Kamukama,Sulait Tumwine,Julius Opiso,Stephen Korutaro Nkundabanyanga
Subject MatterStrategy,Business ethics,Sustainability
Business process management
and service delivery; a case of
Uganda’s public entities
Nixon Kamukama, Sulait Tumwine, Julius Opiso and
Stephen Korutaro Nkundabanyanga
Department of Accounting, Makerere University Business School,
Kampala, Uganda
Abstract
Purpose – 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 – A valid 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 g reater understanding
and acceptance of BPM, employ a viable BPM strateg y that includes risk management, building high-
level 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.
Keywords Service delivery, Business process management, Service provider, Service buyer
Paper type Research p aper
1. Introduction and motivation
In most African countries, there exists a disequilibrium between service delivery and
monetary contract grant (World Development Report, 2012) and by this, achieving
the millennium development goal may remain a dream if stringent service delivery
mechanism is not adopted. To address this disequilibrium, our study aims at contributing
to the development of a strategy and mix of business process management (BPM)
in public sector that incorporates the impact of relationship and process management
and their contribution to service delivery in less developed coun tries.
According to Cali et al. (2008) services provided are used by over 80 percent of the
population in low-income countries and are seen as a driver to economic g rowth and
development. This implies that growth in Africa and Uganda in particular relies
heavily on services delivered for public use than any other sector because they provide
important benefits to the Ugandan economy, for example, health care, education,
transport for easy access to the market and are also a means to employment
(Nkundabanyanga et al., 2013). As the services provision remains the highest
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/2042-5961.htm
Received 15 August 2013
Revised 15 August 2013
Accepted 8 March 2014
World Journal of Entrepreneurship,
Management and Sustainable
Development
Vol.10 No. 4, 2014
pp. 285-299
rEmeraldGroup Publishing Limited
2042-5961
DOI 10.1108/W JEMSD-08-2013- 0047
285
BPM and service
delivery

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