Employee Empowerment and Service Delivery in National Water and Sewerage Corporation, Kampala Uganda

ABSTRACT The study aimed establishing the effect of employee empowerment on service delivery in NWSC, Kampala Uganda, three specific objectives guided this study and these were i) determining the effect of employee autonomy on service delivery in NWSC, Kampala Uganda; ii) establishing the effect of staff involvement on service delivery in NWSC, Kampala Uganda and (iii) to establish the effect of psychological empowerment on service delivery in NWSC, Kampala Uganda. The study adopted the following design; cross-sectional survey research design was used because data was drawn/collected from a wide spread of respondents and linear regression analysis was used to establish the significant effect of Employee empowerment on service delivery. The study used a sample size of 214. The findings indicated that employee autonomy significantly affects service delivery in NWSC, the findings also proved a significant effect staff involvement has on service delivery in NWSC, and there is a positive significant effect psychological empowerment has on service delivery in NWSC. The researcher concluded that; staff involvement in decision making can be used to obtain views about processes such as job evaluation, pay determination and performance management in order to assess their effectiveness and the degree to which employees feel they are fair, involving staffs in decision making can help to elicit views about personnel policies and how they operate in such areas as equal opportunity, employee development, and health and safety, psychological empowerment significantly affects service delivery by enhancing feelings of self-efficacy among organizational members through the identification of conditions that foster powerlessness and through their removal by both formal organizational practices and informal techniques of providing efficacy information. The researcher recommended that; the management of national water and Sewerage Corporation need to give autonomy to employees for certain tasks, the employees can be allowed to set targets and work towards achieving them.