Main Article Content

Application and Effectiveness of New Public Management in National Water and Sewerage Corporation


MM Mukokoma

Abstract

Worldwide, public utilities are undergoing reforms, including the adopti on of New Public Management (NPM)—a managerial strategy that departs from monopolistic forms of public utilities to argue for the adoption of market-oriented approaches to the provision of social services. In Uganda, National Water and Sewerage Corporati on (NWSC) is reported to be applying principles of the strategy. Hitherto, however, research had not been conducted into whether the corporation’s management typifies the application of these principles and, if it does, what the results of doing so have been. This study was, therefore, conducted to examine the application of these principles in the corporation and assess the level of customers’ satisfaction with the corporation’s services, with the view to highlight the link between the two, if any. Data were collected through documentary analysis; survey of the corporation’s customers’ satisfaction with its services; and interview, of some of the corporation’s managers. The findings were that, with a few exceptions, the corporation applies the principles of NPM (i.e. autonomy, accountability, customer orientation and market orientation); and that the application of these principles has enhanced customer satisfaction. It is, therefore, recommended that the corporation increases its adherence to the principles. In addition, NPM is recommended to organizations that are similar to NWSC.

Key words: NPM; Customer satisfaction; NWSC; Public sector reform

Journal Identifiers


eISSN: 2070-1748
print ISSN: 2070-1748