An investigation into the impact of autonomy on the effective and efficient performance and service delivery in water utility organisations : the case of Lilongwe Water Board

Phoya, Trevor Hendry (2015) An investigation into the impact of autonomy on the effective and efficient performance and service delivery in water utility organisations : the case of Lilongwe Water Board. Masters thesis, University of Bolton.

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Travor Hendry Phoya 2015 MPA Dissertation.docx - Submitted Version

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Abstract

The study sets out to investigate the impact which has been brought forth with the emergence of New Public Management (NPM) and public sector reforms in the governance of public agencies. The study looks into the Malawian public reforms in the water sector, particularly the reforms that led to the creation of Water Boards as autonomous public agencies with an aim of investigating the impact of autonomy on the effectiveness and efficiency of performance and service delivery of these utilities; holding Lilongwe Water Board as a case study. The study which falls under the governance study, will contribute empirical data on impact the impact of autonomy on performance and service delivery. The study spring boards from a hypothetical stance that the effective institutionalization of autonomy in public agencies has an impact on the level of efficiency and effectiveness on performance and service delivery. The research findings reveal that the water utility organisations in Malawi, though in principle autonomous, are in practice not fully autonomous since central government still exerts too much control on their planning, operations and management. This has ripple effects of their performance and service delivery. As the research findings reveal, political interference and fiscal dependence, poor performance management and stakeholder involvement all contribute to service delivery of the water utilities being floundered. Customer dissatisfaction is wide spread. The study recommends creation of an independent water utilities regulator, enhanced stakeholder participation and alternative service delivery modes as some of the measure to help improve performance and service delivery. The study adds to the knowledge gap with regards to impact of autonomy on the performance of public agencies in the water sector in Malawi.

Item Type: Thesis (Masters)
Additional Information: Electronic version of the dissertation submitted in partial fulfillment of the requirements for the degree of Master in Public Administration awarded by University of Bolton in conjunction with Malawi Institute of Management
Divisions: University of Bolton Theses > Off-campus Division
Depositing User: Tracey Gill
Date Deposited: 16 Feb 2017 10:33
Last Modified: 07 Jun 2019 08:15
URI: http://ubir.bolton.ac.uk/id/eprint/1083

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