Outsourcing and service delivery a case study of Uganda Police Force
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Date
2015-11
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Publisher
Kampala International University, College of Economics and Management
Abstract
Outsourcing is the buzz word of the new millennium while companies are increasing moving jobs offshore to cut clown costs. The public is feeling cheated that their jobs are being stolen by cheap foreign labor. In this study, it aims at investigating the impact of outsourcing on service delivery at Uganda Police Force. The study was guided by the following specific objectives to establish the influence of outsourcing on quality of service delivery at Uganda police. To find out the effects of outsourcing on cost of service delivery at Uganda police force. To investigate relationship between outsourcing and service delivery at Uganda Police force. The study adopted both qualitative designs. Both questionnaires and do commentary reviews were used during data collection. The sample was drawn departments procurement and disposal unite, finance and user departments internal audit accounting and contracts committee members.
The sampled size consisted of 35 respondents. The findings revealed that service providers have necessary skills required for the assignments. UPF out sources only non core functions outsourcing in carried out in accordance with PPDA laws and regulations. Some contractors do not have long experience in the service they offer. UPF continuously monitors the activities of contractors. The study also found out that outsourcing enable the UPF management concentrates only on core functions. Customers of UPF are satisfied with their performance, UPF does not deliver products to customers in time, services offered by outsourced companies are of high quality, and there are strategies to improve service delivery. UPF does not positively respond to company client’s delivery schedule hamper efficiency and effectiveness of service delivery. The study further found out that the methods of outsourcing goods and services do not enable achievement of value lot money. The research also found out that in experienced outsourced companies pose negative effects on the performance of UPF such as acquisition of poor quality goods. increased risk encountered, failure to meet set targets time consuming that delays response. The research further noted that poor communication leads to delay in decision making. contract disputes, limited coordination un time':' delivery of products, setting wrong which create disputed between parties involved if further established that monitoring contractors helps measure the performance of providers and improve areas of weakness.
Finally strategies to improve service delivery include: timely payment of providers, performance evaluation that helps UPF to know the actual performance. The study finding were discussed Nine with literature based on the finds, conclusion and recommendations were made by the researcher thereafter further suggested areas of future research.
Description
A Research Dissertation Submitted to the College of Economics and Management in Partial Fulfillment of the Requirements for the Award of the Bachelors' Degree in Supplies and Procurement Management of Kampala International University
Keywords
Outsourcing, Service delivery, Uganda Police Force