The Role of Electronic Procurement on Service Delivery Among Small and Medium Scale Business in Nansana Municipal Council

Abstract

This study titled “The Role of Electronic Procurement on Service Delivery” focuses on the small and medium-scale businesses of in Nasana municipal council. Its objectives are to examine the role of electronic procurement on service delivery efficiency and effectiveness, examine the cost-saving benefits of electronic procurement on SME operations, and examine the role of transparency and accountability in procurement processes. As SMEs increasingly adopt electronic procurement tools to streamline operations and enhance efficiency, understanding their effects on service delivery, cost savings, and transparency becomes crucial. Using a qualitative research approach, the study collected data through interviews and surveys from business owners and procurement managers within the council. The findings reveal that EP systems significantly enhance service delivery by reducing procurement cycle times and improving transaction efficiency. Respondents reported increased cost savings due to reduced administrative costs and streamlined processes. However, challenges persist, including concerns about system reliability, high initial costs, and data security. The research also highlights a nuanced perception of fraud risks associated with electronic procurement, where concerns about digital security and phishing attacks were prevalent. Despite the advantages, the study underscores the need for improved security measures and more scalable solutions tailored to SME needs. This study contributes to the understanding of how electronic procurement systems influence service delivery and economic performance in SMEs and offers recommendations for improving system reliability, cost management, and cybersecurity. Future research is suggested to explore longitudinal impacts and industry-specific adaptations of EP systems.