Application and Effectiveness of New Public Management in National Water and Sewerage Corporation
Date
2009
Authors
Mukokoma, M. Maurice
Journal Title
Journal ISSN
Volume Title
Publisher
African Journals Online
Abstract
Worldwide, public uti liti es are undergoing reforms, including the adopti on of New Public
Management (NPM)—a managerial strategy that departs from monopolisti c forms of public uti liti es
to argue for the adopti on of market-oriented approaches to the provision of social services. In
Uganda, Nati onal 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 corporati on’s
management typifi es the applicati on of these principles and, if it does, what the results of doing so
have been. This study was, therefore, conducted to examine the applicati on of these principles in
the corporati on and assess the level of customers’ sati sfacti on with the corporati on’s services, with
the view to highlight the link between the two, if any. Data were collected through documentary
analysis; survey of the corporati on’s customers’ sati sfacti on with its services; and interview, of some
of the corporati on’s managers. The fi ndings were that, with a few excepti ons, the corporati on applies
the principles of NPM (i.e. autonomy, accountability, customer orientati on and market orientati on);
and that the applicati on of these principles has enhanced customer sati sfacti on. It is, therefore,
recommended that the corporati on increases its adhere
Description
Keywords
New Public Management (NPM), Customer satisfaction, Public sector reform, National Water and Sewerage Corporation (NWSC), Uganda