Track: Project Management

Abstract

The purpose of this study was to explore the influence of project efficiency on service delivery at Social Security Commission. The study intended to close gaps in the literature related to the administration of projects and to give statistical information that project management professionals and policy makers in the public sector and other sector organizations may use to mitigate project inefficiencies and improve on project performance in their organizations. An initial review of the literature was carried out to create the theoretical base used to identify the theories or concepts that are relevant to the impact that project efficiency has on service delivery at the Social Security Commission. Furthermore, the study was based on primary qualitative data, which were collected from sixteen (16) employees at the Social Security Commission and analyzed the data qualitatively using a combination of reflexive thematic analysis and coding analysis with direct quotations in ATLAS.ti software. Overall, the results show that project efficiency has no favorable influence on service delivery at the SSC, indicating that the SSC does not exhibit project efficiency. This is deterred by various factors including the absence of project framework, poor management of projects, lack of resources, poor involvement of the stakeholders, and other factors like poor project methodologies, unrealistic project goals, outdated legislation, corruption attempts, trust issues, procurement issues, scheduling issues, and political interference. To mitigate this challenge, the study developed a model for improving project efficiency for effective service delivery, which the SSC can adopt or adapt.