PROCUREMENT PROCESS AND SERVICE DELIVERY IN THE UNITED NATIONS ORGANIZATION STABILIZATION MISSION IN THE DEMOCRATIC REPUBLIC OF CONGO (MONUSCO) ENTEBBE SUPPORT BASE

Abstract

Purpose: The purpose of this study was to examine the relationship between procurement process and service delivery in MONUSCO Entebbe Support BaseMethodology: The study employed a descriptive case study design. The target population comprised of 261 employees of MONUSCO Entebbe Support Base holding international, United Nations Volunteers (UNV) and National contracts. Random and purposive sampling techniques were specifically used to select samples for this study. Data was collected using questionnaires and interview guides. The quantitative data collected was further analysed using SPSS for descriptive and inferential statistics while the qualitative data was analysed using content analysis.Findings: The study findings showed that procurement process contributed to effective and efficient service delivery in MONUSCO. However, the found relationship between procurement process and service delivery to be very weak. It was found that contracts were awarded to suppliers who met products/materials technical specifications which ensured clear meeting of product standards and service delivery in all MONUSCO user departments. Contracts were awarded to vendors who offer lower price which implied that the bidder with the lowest price is always considered for contract award in MONUSCO ESB. The study found that some vendors did not meet all the terms of contracts as agreed at the time of contract award at the MONUSCO ESB and that to some extent the organization had not taken full appropriate correction measures against non performing vendors. This has to some extent affected the service delivery levels of MONUSCO Entebbe Support Base. It was also found that to a larger extent most vendors had a delivery schedule as per the user department requirements. This meant that the vendors draw and share the supply delivery schedule with the user departments in MONUSCO ESB.Unique contribution to theory, practice and policy: The study recommends that the management needs to ensure that the procurement activities are accomplished in line with the outcome measures. MONUSCO Entebbe Support Base should focus on implementing strict procurement practices that must be followed with contract value thresholds dictating the procurement practices to be adopted by all MONUSCO sections.