Development of decision support tools for decentralised urban water supply management in Uganda: An Action Research approach

Abstract

This paper presents a study in which four real-life problem situations are used to explore the challenges of developing and implementing decision support tools within an urban water utility. In the study, an Action Research approach is used, with theoretical considerations leading to specific actions being implemented, which in turn yield results that are used to reflect upon the original theoretical assumptions. Results of the study emphasize the need for proper problem-structuring prior to the formulation of actions; the challenges of moving from planning to action; the importance of user involvement in the development of tools; and how a good match of people, problem-structuring, proactiveness and participatory tools development is required for effective decision support provision. The study also highlights the challenges of embedding decision support within existing work systems in organizations. The Action Research approach is shown to be useful in bridging the gap between theory and practice, aiding the development of decision support tools of immediate and practical benefit to organizations.