An assessment of the effectiveness of performance management systems in public utilities: a case Study of NWSC- Uganda

Abstract

The study examined the effectiveness of performance management systems in public utilities using National Water and Sewerage Corporation (NWSC) Uganda as a case. Specifically, the study established the performance management systems used at National Water & Sewerage Corporation, the role of different units in the organization’s performance management system, the level of staff involvement in the performance management systems infrastructure and the impact of the current performance management systems on the overall organizational performance of National Water & Sewerage Corporation. The study adopted a descriptive research design with a quantitative methods approach where numeric data were collected. Data was collected from of 288 staff in NWSC Kampala metropolitan region by means of questionnaire survey and 200 completed questionnaires were returned indicating a response rate of 69.4%. Data were analysed using SPSS packages version 23. The results showed that respondents agreed that the PMSs were implemented at NWSC, with a mean of 3.22; further, they showed that respondents agreed that different units and departments at NWSC are involved in the PMS, with a mean value of 3.47; and finally, the findings showed that staff involvement in the PMSs at NWSC is suitably high, with a mean value of 3.13. Contrarily, with a mean value of 2.63, the results showed that the NWSC's current PMS has no effect on organizational performance. Therefore, basing on the study findings, it is recommended that Management at NWSC should consider regular training and equipping of staff on their specific roles, responsibilities and how they feed into the performance management system at their given level in the hierarchy. Adopting an ICT based performance management system accessible to all with well-established access level protocols for data security and consistency. Establish an online dashboard to keep staff updated on performance status in a participatory way rather than imposing expectations and targets without consideration of both internal, external and individual factors that could affect the system and processes. Establish an independent and empowered M&E unit that will monitor proceedings right from inception through to implementation stage and ultimately to the results stage. Setting objectively verifiable indicators and well-articulated means of verification will eliminate the ambiguity. And finally introduce non-monetary incentives by adoption of other approaches to complement the performance management system. The NWSC will benefit from this study because it will help the organization to perform better by enhancing its PMS. Other public utilities could benefit from this study as well. The information can also be used by policymakers to develop guidelines that will enhance the performance of government parastatals