Research proposal writers
E-GOVERNANCE AND SERVICE DELIVERY IN UGANDA CASE STUDY MUKONO MUNICIPALITY.
CHAPTER ONE
INTRODUCTION
1.0 Introduction
This chapter presents the Background, problem statement, purpose, general objectives, specific objectives, and research questions, Significance of the study, scope of the study and operational definitions of key concepts.
1.1 Background of the Study
1.1.1 Historical perspective
The use of information technology in governance started far back in 1930 when the world started using computers in first as electro-mechanic accounting machine that used to sort computer cards into bins and calculate totals then print reports for decision making by governance officials and business organization to ensure that there is quality in service delivery to the masses and improvement in accountability and transparency in government operations, ( Laudon&Laudon, 2007 ).
Due to the direct and indirect forces of globalization, governance has become a key agenda both in developed countries as well as developing world. The advancement in Information and Communication Technology (ICT) has added a new dimension to the governance arena and the concept of E-governance has emerged this is because Information and Communication Technology is fast becoming one of the main drivers of change, creating new opportunities for efficiency in service delivery and reducing the costs the governments incur in meeting the requirements of the citizens, (Somuyiwa, 2010)
Since then information system has progressed through personal computer era to client server era and currently to enterprise internet. Governments around the world have adopted the use of computers in their organizations to ensure that there is efficiency in service delivery and better monitoring of government programmes, (French, 2001). E-governance is changing the way the government conducts its business and implements its decisions to ensure that there is efficiency in service delivery and the government is able to achieve the trustr of the citizens by properly monitoring and implementing government programmes, (Sewanyama and Busier, (2007).
ICTs are developing faster than ever before and these aid the process of development and good governance. It is widely accepted as effective tools of service delivery and equated with good governance by all developed countries in general and developing countries, (Saeed, 2012).
Advancement in Internet Technology (IT) is creating new aspirations and expectations among people for enhanced and quality service delivery. The term e-government refers to the use of IT by government agencies, in a way which can transform relations with citizens, businesses and other arms of government. E-government is being regarded as powerful tool in hands of government for reducing cost, enhancing revenues, improving delivery of public services, (Harris, 2000).
Most scholars are in agreement that service delivery is critical to ensuring the national welfare, stimulation of economic development and improving the standard of living of the citizens, this is because often governments undertake a number of activities to provide citizens with services and at the same time guarantee that these services are provided in accordance with the service delivery requirements within the rule of law, (Mampe, 2012; Bola, 2011).
Local Governments have recently been reported as corrupt institutions, with its senior and low rank cadres cited in embezzlement, misappropriation and falsification of transactions, this hyas lead to poor service delivery in anumber of Local governments in uganda, (Onyango Obbo 2007). Besides, the Auditor General, the Public Accounts Committee and The Inspectorate of Government have raised allegations of mismanagement in district funds.
It is an accepted fact that traditional government structures and systems are no longer adequate to meet the demands of rising citizen aspirations as the consequence e-governance has emerged. Heeks (2001) also point out three main contributions of e-governance like improving government processes (e-administration), connecting citizens (e-services), and building external interactions (e-society).
1.1.2 Theoretical perspective
Systems theory by Berthalany and Bouldingas cited by Kerzner, (1987), applied to organization , considers the organizations to be made of different sub-systems which are intergraded into whole , for example sub-systems in an information systems to meet set organizational goals in order to achieve service delivery efficiency in a local government setting.
Korzner, (1997) and Borciejet al, (2006) advance that systems operate as an open systems having a dynamic interplay with its sub components and also the environment where it gets resources for production thus it is influenced by other systems, due to the interaction that occurs at the interface, maintenance of stability is crucial during these interaction.
The unified theory of acceptance and use of technology.
Venkatesh & Davis, (2000) unified theory of acceptance and use of technology state that four elements play significant role as a direct determinant of user acceptance and usage behavior, and customer satisfaction.
The UTAUT suggests that organizational manager. E-governance can be explained can be explained by the factors pertaining to the technology individual and organizational context, specifically perceived usefulness, perceived use and perceived efficiency against fundamental determinants of the technological context. The perceived usefulness of technology is crucial to acceptance of the information systems automation is not seen as strategic resource, it will hamper its acceptance; e-governance acceptance is hampered by a fundamental lack of usability. The use of technology since time is very scarce resource and learning takes time. In addition to this, the acceptance of e-governance is hampered by the lack of information systems infrastructure in the organization.
This lack of information systems infrastructure makes the use of technology combined with annoyance and anxiety. This provides a firm foundation for adopting this theory in this study based on these research works and due to its firm roots in information systems resource inform of organizational support systems, information systems infrastructure and acceptance.
The Diffusion of innovation theory
This theory suits the study of e-governance. The diffusion of innovation theory adds that diffusion is governed by four main interacting elements, the innovation itself, communication channels, time and social systems. These four components, explain the process of change as determined by individuals and the whole organization, (Haung $ kapur, 2007).
Rogers asserts that there are different forms of adopters who require organization support as they with new innovations. These different adopters include: innovators who are adventure some and are educated, have multiple sources of information and show greater propensity to take risks, early adopters who are social leaders and educated.
They are visionaries who appreciate technology in order to take competitive advantage over other firms’ early majority who are deliberate and have informal social contacts, late majority who are skeptical, traditional and of low economic social economic status. Literature further reveals that all these categories of adopters are with in the different organizational support systems include for management and the peers, they also have varying perceptions towards information systems automation due to their different levels of adoption.
Rogers (2003), asserts that there are different levels of adopters who require organizational support as they interact with new innovations to be able to change their different perceptions, according to Rogers (2003), a social systems denotes the bound community in which the innovation diffuses, it involves bad group of interrelated units with a common goal.
Rogers ,(2003), as cited by Ahummuza , (2003), describes as innovation as an idea practice or object that is perceived as new by an individual or other unit of adoption. In specific reference to technological innovation, technology is a demise that helps to solve an individual perceived problem however it may create uncertainty when little is known about its consequences (Abirim, 2006).
The diffusion of innovation theory predicts that media as well as interpersonal contacts provide information and influence opinions in judgment. The communication channels and the roles of opinion leaders play in them, will determine the likelihood that the innovation will be adopted, (Catwright $ Hummond, 2007).
2.1.3 Conceptual perspective
Electronic governance or e-governance is the application of information and communication technology (ICT) for delivering government services, exchange of information, communication transactions, integration of various stand-alone systems and services between government-to-customer (G2C), government-to-business (G2B), Perri (2004).
E-governance may be defined as a continuum from information provision, when organizations and public agencies publish static information to the Internet, all the way to web-based interactive applications and e-transactions, as well as to one-stop integrated virtual governmental services. This research views e-governance as an instrument of an information-rich society, which follows main governance principles and strategies, and enables the use of information and communication technologies in interactions between and among the key members of the society state, citizens, and businesses, with an aim of strengthening the quality of public service.
According to Al-Tawil and Said (2002) Electronic government (e-government) is the transformation of public sector’s internal and external relationship through Internet enabled operations, thereby strategically deploying ICT to optimize government service delivery and governance. E-governance is the development, deployment and enforcement of the policies, laws and regulations necessary to support the functioning of an e-government.
According to UNESCO (2005), e-governance involves new styles of leadership, new ways of debating and deciding policy and investment, new ways of accessing education, new ways of listening to citizens and new ways of organizing and delivering information and services. The idea is to move beyond the passive information-giving to active citizen involvement in the decision-making process through the use of information and communication technologies. This is believed to be the core or essential benefit that introduction and use of e-governance can bring to the society.
Service delivery
Service delivery is getting service as effectively and quickly as possible to the defined recipient in most instances service delivery implies a degree of excellence.
2.1.4 Contextual perspective
Local governments are realizing that efficient service delivery improves value for money, (Dugganetal, 2008). Accordingly, local governments must find ways of improving efficiency and effectiveness of service delivery.In E-governance, service delivery management is concerned with meeting fully the deliverables that were agreed upon in the contract, (Shah, 2005).This however requires supplier’s close monitoring by way of implementing contract management in line with the agreed upon deliverables set out in the contract. While the Clackmannanshire Council (2013) emphasizes the need for service delivery to be managed throughout the lifetime of the contract to ensure that goods/services are delivered in line with the performance or service level expectations ie Quality/Service/Cost/ Delivery/Sustainability requirements which must be met as identified in the government objective of improving the lives of the citizens.
Mukono district local government has faced anumber of challenges interms of service delivery , According to the PPDA report, (2012), Contractors have abandoned projects in a number of sites and one of the reasons was failure by the District to pay the Contractors for the work done. Examples of projects abandoned include: partial completion works of a two classroom block at Kalagala Muslim primary school in Kyampisi sub-county- muko542/wrks/10-11/0007worth 122,180,460/= in favour of Alpha Association (U) Ltd, this hindered efficiency in service delivery at Mukono district basing on this background this study therefore intends to investigate into the influence of E-Governance and service delivery in Uganda case study local government, kamuli and mukono districts.
On 15th November 2013, UNRA entered into an agreement with Eutaw Construction Company Inc. of 622 Beach land Bivd Suite 201 Vero Beach Florida USA for upgrading of Mukono- Kyetume -Katosi/Kisoga –Nyenge Road (74 Km) from gravel to paved (Bitumen) for a contract price of UGX.165,272,156,814 including all local taxes. Examination of expenditure vouchers showed that only UGX.24,790,823,522 (15% of the contract price) was paid to the construction company as advance payment. A review of the transaction details revealed the following anomalies.
On 18th November 2013; UNRA received the contractor`s performance guarantee from a local bank dated 13th November 2013. On the 19th November 2013, UNRA management wrote to the contractor rejecting the performance guarantee on condition that it was not consistent with the provisions of the contract data. A second performance guarantee from the same bank dated 21st November 2013 was tendered in by the contractor. On receipt of the performance guarantee, the Acting Director Procurement wrote a memorandum dated 26th November 2013 to the Director Finance and Administration (DFA) requesting him to verify the authenticity of the performance guarantee and requested the DFA to inform them of the results of the verification. The verification results were not presented for verification. It is likely that the verification was not done. Paying out Government funds without checking the authenticity and validity of the performance guarantee was risky and could cause financial loss to Government. In response, management explained that the Performance Guarantee was verified by the DFA before payment was effected to the contractor and details regarding the verification are under investigation by the IGG and Police, (, (Annual report of the auditor general for the year ended 30th june 2014).
Examination of expenditure vouchers showed that UGX.24,790,823,522 (15% of the contract price) was paid to Eutaw Construction Company Inc. of 622 Beach land Bivd. Suite 201 Vero Beach Florida USA on the 24th of January, 2014. However, I noted that management had not made any effort to recover the money advanced after the failed contract, (Annual report of the auditor general for the year ended 30th june 2014).
1.2 Statement of the Problem
The challenge faced by the Uganda government today, particularly at local government levels, is to develop a governance system that can support and sustain effective service delivery to people in the country. Although governance and service delivery at local government levels have substantially been improved since the NRM government took over power in 1986, more still needs to be done in order to improve the socio-economic wellbeing of every citizen in Uganda.
Mukono district is a relatively old district , the government of Uganda has taken much effort in ensuring that the district provides good services to its residents since it is the priority of the government to ensure that there is efficient service delivery over most of the district as wqell as the rest of the country.
According to the auditor general report , (2014) there has been a lot of contracts that the district has engaged into that have been poorly taken and that has lead to poor service delivery in the district, this study therefore intends to investigate into E-governance and service delivery in uganda case study mukono municipality.
1.3 Objectives of the study
- To examine the Benefits of E-governance in Kamuli and Mukono district local government.
- To assess the factors affecting service delivery in Kamuli and Mukono district local government.
- To investigate into the relationship between E-governance and service delivery in Mukono and Kamuli district local government.
1.4 Research questions
- What are the Benefits of E-governance in Kamuli and Mukono district local government?
- What are the factors affecting service delivery in Kamuli and Mukono district local government?
- What is the relationship between E-governance and service delivery in Mukono and Kamuli district local government?
1.5 SCOPE OF THE STUDY
1.6 Subject scope
The scope of the study will cover E-governance and service delivery in Uganda case study mukono municipality.
.
1.6.1 Geographical scope
The researcher will consider the different offices of Mukono District Local Government.
1.6.2 Time scope:
The researcher will study the period from 2010 to 2016.
1.7 Significance of the study
- The study will avail information on the Benefits of E-governance in Mukono district local government.
- The study will also help the government have information regarding the factors affecting service delivery in Mukono district local government.
- The study will also help other academicians have information on the relationship between E-governance and service delivery in Mukono and Kamuli district local government.
CHAPTER TWO
LITERATURE REVIEW
2.0 Introduction
This chapter discusses the various objectives as stated by the authors.
2.1 Benefits of E-governance
According to the current trend of development, Information and communication technology is an important tool to enhance efficiency and responsiveness in modern-day management of government operations this is to enhance efficiency and effectiveness in service delivery Koliba, Meek and Zia (2011). Globalization is an ongoing trend whereby the world has in many respects, at an accelerating rate become one relatively borderless social sphere. Global phenomena can extend across the world at the same time and can move between places in no time; they are in this sense supra-territorial. The notion of the world being borderless creates the expansion of democracy and other governance aspects as O’ Loughlin (2004) suggests. This means citizens have more influence in their day to day choices and solutions of their problems. Farnsworth (2004) represents the group of scholars who embrace globalization by considering its political and economic offerings as a factor for greater economic development and equality.
Kamarck (2000) argues that, globalization has caused public administration reforms in many countries. Factors that influenced these reforms are: the global economic competition, democratization, the information revolution and the performance deficit. Now governments in
Process Automation, With the use of information and communication technology components such as Bar coding, Satellite, internets and Image processing among others in the process of managing government operations there has been reduction on paper work thereby leading to a substantial reduction of errors, as well as increased capability to obtaining and exchanging real time information. This is possible through the use of information technology systems such as Bar code and scanners which represents a series of alphanumerical characters, bar code readers to interpret bar code symbology, and bar code printers to reliably and accurately print bar codes on labels, cartons, and/or picking /shipping documents. This review is included here because bar code systems are the foundation for many paperless warehousing systems, (Trent and Monczka 2000)
On the other side, Norris and Curtice (2006) argue that the internet also serves as an aid to good governance and transparency. Effective service delivery is one among the key issues in aspects of good governance. There are positive governance impacts from the internet which can be used to link e-government, citizens and the government. This relationship can be traced out on issues related to service delivery: like the method of requesting services, citizens making suggestions and effective information about services from governmental institutions
2.2 Factors that influence service delivery
Service delivery requires leadership style and management policy to be effective and an organization’s service level is only as good as its employees, (Hermon and Whitmon, 2007). More so stake holder involvement is essential in achieving effective service delivery system in an organization as this ensures transparency in the system, transparency in management of resources is imperative as it helps in saving an entity resource.
Chan et al (2005) noted that quality, cost and time have long been recognized as the major targets of concern by the client and is closely linked to time and cost and vice versa. Accountable project with poor quality can result in extra cost and time extensions, a project with time and cost poorly controlled can affect the conformance to quality requirements. For the majority of projects, the cost and time parameters are the mean pre- occupying factor for attributing success in achieving service delivery effectiveness.
Quality of goods or services, (Baily et al, 2004), Defines quality as “conformance to specification”,these definitions have been widely used in many sectors and industries and academic as Bailey, (2004) stipulates that if a product doesn’t meet this specified standard defined according to customer demand and requirements, then it is defective i.e. the customer will be dissatisfied with the product.Similarly, Ardizi and Gunaydon (1998) found that clear and comprehensive project specifications are important determinants to quality performance. The client’s requirements have to be translated into practical designs and specifications to ensure that production, testing, maintenance and servicing are technically and economically feasible. Kalsi et al. (2009) assumed that the following factors contribute to good governance. These are good education facilities by the government which are job oriented, basic infrastructure development, peaceful law and order, creating new job opportunities in the private sector and the government, effectiveness and efficiency of the working of government and its staff, good business environment with free-market economy, reducing digital divide and other inequalities in the society by positive discrimination in favor of the poorest of the poor, providing total freedom of speech, and an attitude of noninterference by government.
Service delivery efficiency in the contract management process depends on the level of procurement planning in an organization, (Basheka, 2005), He went ahead to submit that it is a function that sets systems in motion of the entire acquisition procurement process of local government whose neighbour effects of poor management are obvious since success of the subsequent procurement process depend heavily on how planning is done and the entire service delivery effectiveness is efficient. Some others authors suggest that procurement must take place in a professional way and must include planning in order for the service delivery effectiveness to be achieved in an organization, (Bailey et al, 2004), He further states that if an organization does not plan well in its acquisition process its unlikely that service delivery will be efficient.
According to, (Evans, 2004), To achieve service delivery effectiveness needs identification for the purchase of a commodity by the user department is important in a public institution during the contract management process, he further asserts that a need is acquired for goods and services that originate from different users and planning strategically requires attention to the larger context on how the process of acquisition is to be carried out
2.3 Relationship between E-governance and service delivery
Since delivery of services to people involves public resources, the issue of prudent utilization of those resources is paramount. This means, for public institutions to achieve their goals in terms of good governance practices and delivery of equitable services, efficient use of public resources
is indispensable and in this regard the application of an efficient and less cost systems like E-governance is critical Minnaar and Bekker (2005) while according to Grandy (2008) the concept efficiency in service delivery denotes that public officials use the cost effective manner to attain the intended outcome to enhance the quality of life of the citizens.
Brynard (2002) explains that e-government on the internet could handle all the government scenarios: government-to-citizen (G2C), government-to-business (G2B), and government-to government (G2G). In other cases, these three scenarios are called primary delivery models of e-governance (Kitaw, 2006). Kitaw derives a direct association of those models with improvement in efficiency, better accessibility of public services and better processes for democratic governance.
CHAPTER THREE
METHODOLOGY
3.0 Introduction
This section presents the research methods that will be used to carry out the study. It covers the research design, Area of study, target population, sample design, sample size, research instrument, measurement of variables, Data Collection Procedure, data analysis and anticipated problems of the study
3.1 Research Design
A case study design shall be adopted for this research. They provide an in depth study of a particular situation. The study also shall use qualitative and quantitative methodologies for data analysis. Quantitative and qualitative methodologies shall be used in examining E-governance and service delivery in Uganda case study Mukono district local government. Quantitative research consists of those studies in which the data concerned can be analyzed in terms of numbers while qualitative describes events, persons and so forth scientifically without the use of numerical data. Quantitative research is based more directly on its original plans and its results are more readily analyzed and interpreted. Qualitative research is more open and responsive to its subject. (Christina Hughes, 2006).
3.2 Area of the Study
The study shall be carried out at Mukono municipality.
3.3 Target population
Sekaran (2003) defines a population as the entire group of people, events or things that a researcher wishes to investigate.
The research will consider municipality employees in different departments including politicians and technocrats , this will specifically include employees from departments like; finance , procurement, health , Uganda police, and politician who will include the councilors, and local council people.
3.4 Sample Size, Techniques and Selection
Mugenda and Mugenda (2003), argue that it is impossible to study the whole targeted population and therefore the researcher shall take a sample of the population. A sample is a subset of the population that comprises members selected from the population. Using Krejcie and Morgan’s (1970) table for sample size determination approach, a sample size of 80 employees will be selected from the total population of XXXXXX employees.
Table 1: Population, Sample size and Sampling technique
| Category | Population size | Sample size | Sampling Technique |
Source: Mukono municipal council Employee List, (2015)
3.5 Research Instrument
Questionnaires shall be used to obtain the necessary primary data to answer the research questions and achieving the research objectives. The questionnaire shall be designed in a manner that motivates respondents with simple structured questions with the option of providing any addition information to the structured questionnaire as an option to obtain relevant data from them. Secondary data shall be obtained through reading and reviewing existing records of related information to e-governance and service delivery in Uganda case study Mukono Municipality, published articles, and journals. Validity and reliability tests shall be carried out to ensure accuracy and usability of the instrument.
3.6 Measurement of Variables
A five point Likert ordinal scales ranging from; strongly agree which shall be assigned 5, strongly Agree, 4 agree, Not Sure assigned 3, Disagree allocated 2 and strongly disagree allotted 1 to obtain responses on the variables. The Likert ordinal scale has been used by numerous scholars who have conducted similar studies such as Bowling, (1997).
3.7 Validity and Reliability
The data a collection tools shall be pre-tested on a smaller number of respondents from each category of the population to ensure that the questions are accurate clear and in line with each objective of the study.
It is the degree to which results obtained from the analysis of the data actually represents the phenomenon understudy, (Mugenda&Mugenda, 2003). To ensure validity of instrument close guidance of the supervisor will be adopted. This will help to identify ambiguous questions in the interval and be able to re-align them to the objectives.
3.7.2 Reliability
Reliability tests and analysis shall be carried out.
3.8 Data Collection Procedure
The researcher shall obtain an introductory letter from Uganda management institute to enable easy access of information by the researcher from Mukono municipal council. The procedure of data collection shall be based on the research objectives and questions. A review of related literature shall also be done. A questionnaire shall be pre-tested and review of the questions may be done if necessary to ensure reliability and suitability.
3.9 Data Sources
Source of data will be from both primary and secondary sources.
3.9.1 Primary Data
Primary data shall be obtained from well-designed questionnaires structured to obtain relevant data and to gain opinions and practices on E-governance and service delivery in Uganda case study mukono municipality.
3.9.2 Secondary Data
Secondary data is data which has been collected by individuals or agencies for purposes other than those of a particular research study. It is data developed for some purpose other than for helping to solve the research problem at hand (Bell, 1997).Secondary data shall be obtained from Procurement and Disposal Unit (PDU) reports, published articles, journals.
3.10 Data Process and Analysis
Data analysis shall involve the use of both quantitative and qualitative techniques. Data processing shall be done by entering the data into a statistics package for social sciences (SPSS) in line with the research questions. Data analysis shall be done by also using this statistics package for social sciences (SPSS) to formulate frequency tables where the mean, variance and standard deviation will be obtained.
The researcher anticipates lack of adequate resources for some of the research activities. In addition, the information required in the study is likely to be hard to be extracted from the respondents as it may be viewed as confidential.
REFERENCES
