questionnaire desighn
Dear Respondent,
You have been selected to participant in this study. Please kindly spare your time and fill this questionnaire. The aim of the study seeks to examine the influence of Contract Management on Service Delivery in UNBS.
The information provided shall be used for academic purposes only thus total confidentiality is guaranteed for all information provided.
Please indicate by ticking in the provided boxes provided what best represents the category in which you lie.
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Section A: Respondent Details:
Names (Optional) ………………………………………… Gender: Male Female (Circle)
Level of Education:
Postgraduate Bachelor Degree Diploma Certificate None of These
Your Work Station
Head Office Mbarara Lira Katwe Jinja Mbale
How many years have you been participating in Contract Management /Service Delivery
Less than 1 year 1-2 years 2-3 years 3-4 years 4 & above
Please state your Role in Contract Management and service delivery.
Monitoring Stakeholder involvement Records management
Others specifyl
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Section B: Relationship between Contract Management and Service Delivery. Here you are requested to indicate the level at which you agree with the statement. The keys have been displayed below where:
SA- Strongly Agree, A-Agree, NS- Not Sure, D- Disagree, SD-Strongly Disagree
| No | Question | SA | A | NS | D | SD |
| 1 | Contract Management is used in understanding and controlling risk | 5 | 4 | 3 | 2 | 1 |
| 2 | Contract Management enables realization of Huge cost savings | 5 | 4 | 3 | 2 | 1 |
| 3 | Contract management is used to uncover opportunities to enhance revenue | 5 | 4 | 3 | 2 | 1 |
| 4 | Proper contract management improves Administrative Efficiency | 5 | 4 | 3 | 2 | 1 |
| 5 | There is improved customer service as a result of contract management | 5 | 4 | 3 | 2 | 1 |
| 6 | All contract requirements are met/provided timely | 5 | 4 | 3 | 2 | 1 |
| 7 | Minimum quality standards are met by all services/products received. | 5 | 4 | 3 | 2 | 1 |
| 8 | There is a person in charge to monitor service delivery for each contract | 5 | 4 | 3 | 2 | 1 |
| 9 | Services/Products are provided in accordance with the contract terms and conditions ie agreed price, quantities | 5 | 4 | 3 | 2 | 1 |
| 10 | Stakeholders are involved in the contract management of their service provision | 5 | 4 | 3 | 2 | 1 |
| 11 | Stakeholders achieve intended outcomes from the contracts ie performance | 5 | 4 | 3 | 2 | 1 |
| 12 | Amounts claimed for services/products rendered are adequate | 5 | 4 | 3 | 2 | 1 |
| 13 | The monitoring reports are always prepared and disseminated to the concerned stakeholders | 5 | 4 | 3 | 2 | 1 |
| 14 | The contractor provides after sales services, warranty and guarantees for services rendered. | 5 | 4 | 3 | 2 | 1 |
| 15 | During service delivery records generated are proper, reliable and readily available to the concerned stakeholders | 5 | 4 | 3 | 2 | 1 |
| 16 | The records’ storage enable quick and easy records filling and retrieval | 5 | 4 | 3 | 2 | 1 |
questionnaire desighn
questionnaire desighning
Section C: Other factors that may influence service delivery Here you are requested to indicate the level at which you agree with the statement. The keys have been displayed below where:
SA- Strongly Agree, A-Agree, NS- Not Sure, D- Disagree, SD-Strongly Disagree
| No | Question | SA | A | NS | D | SD |
| 1 | Leadership style and management policy enhance effective organization’s service levels | 5 | 4 | 3 | 2 | 1 |
| 2 | Poor quality and time extensions can affect the conformance to quality requirements and timely delivery of the services. | 5 | 4 | 3 | 2 | 1 |
| 3 | Lack of clear and comprehensive project specifications | 5 | 4 | 3 | 2 | 1 |
| 4 | Lack of adequate supervision during service provision | 5 | 4 | 3 | 2 | 1 |
| 5 | Stringent reporting requirements on stakeholders make service delivery provision to be deemed as a burden | 5 | 4 | 3 | 2 | 1 |
| 6 | High levels of bureaucracy as a result of very strict reporting procedures | 5 | 4 | 3 | 2 | 1 |
| 7 | Limited financial capacity of most suppliers to deliver on contracts | 5 | 4 | 3 | 2 | 1 |
| 8 | Multiple stakeholder requirements are burdensome to conform to | 5 | 4 | 3 | 2 | 1 |
| 10 | Lack of training and vast experience in providing the services | 5 | 4 | 3 | 2 | 1 |
| 12 | Lack of integrity with the people providing the services | 5 | 4 | 3 | 2 | 1 |
| 13 | Inefficiencies/ un predictability of the supply chains in the supply chains with suppliers of their suppliers | 5 | 4 | 3 | 2 | 1 |
| 14 | Long lead times for most consumables | 5 | 4 | 3 | 2 | 1 |
| 15 | Uniqueness of the order, ie make to order, limitations in order quantities | 5 | 4 | 3 | 2 | 1 |
Section D: General Recommendations for service delivery improvements. Here you are requested to indicate the level at which you agree with the statement. The keys have been displayed below where:
SA- Strongly Agree, A-Agree, NS- Not Sure, D- Disagree, SD-Strongly Disagree
| No | Question | SA | A | NS | D | SD |
| 1 | Emphasize need for trained procurement personnel | 5 | 4 | 3 | 2 | 1 |
| 2 | Employees should be equipped with the skills necessary for multi-tasking | 5 | 4 | 3 | 2 | 1 |
| 3 | Assigning experienced staff to supervise the consultant and contractors for effective service delivery. | 5 | 4 | 3 | 2 | 1 |
| 4 | Intensify Monitoring of performance during service provision | 5 | 4 | 3 | 2 | 1 |
| 5 | Proper record keeping in order eliminate errors in the contract management process to attain efficient service delivery. | 5 | 4 | 3 | 2 | 1 |
| 6 | Enhancing of client confidence in the integrity of the service providers by involvement of all stakeholders. | 5 | 4 | 3 | 2 | 1 |
| 7 | In build transparence and accountability in the service delivery procedures | 5 | 4 | 3 | 2 | 1 |
| 8 | Involvement of key stakeholders in public procurement regulatory framework implementation to avoid as unnecessary deviations | 5 | 4 | 3 | 2 | 1 |
| 9 | Increased funding and commitment by government to enhance service delivery | 5 | 4 | 3 | 2 | 1 |
| 10 | Ensuring timely payments to service providers for services rendered | 5 | 4 | 3 | 2 | 1 |
| 11 | Clearly defining roles and responsibilities of all key stakeholders involved in service delivery | 5 | 4 | 3 | 2 | 1 |
| 12 | Assessing performance of vendors/suppliers and providing feedback on their performance | 5 | 4 | 3 | 2 | 1 |
| 13 | Proper and effective management and monitoring of contracts helps improve the quality of goods and services received | 5 | 4 | 3 | 2 | 1 |
| 14 | Funding must be availed to the different government institutions in time to enable them fulfill their mandates | 5 | 4 | 3 | 2 | 1 |
| 15 | Elimination of corruption in public procurement will lead to service delivery effectiveness | 5 | 4 | 3 | 2 | 1 |
| Control of inflation by responsible bodies is instrumental in bringing down the cost of service delivery | 5 | 4 | 3 | 2 | 1 |
Please suggest any other recommendations for service delivery improvements in UNBS.
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Thank you for responding
