Effect of Performance Contracting on Quality Service Delivery in Kenya’s Public Sector: A survey of Teachers Service Commission Staff in the North Rift.

Abstract

Most of governments worldwide have faced challenges on their public institutions to effectively and efficiently dispense services to its public and stakeholders thus there has been poor quality service delivery by most of the institutions. The study sought to establish the effect of performance contracting on quality service delivery in Kenya‘s public sector: A survey of Teachers Service Commission staff in the NorthRift. To guide this study, the study formulated the following objectives, to determine the effect of target setting on quality service delivery, to establish the effect of planning on quality service delivery, to determine the effect of Monitoring and Evaluation on quality service delivery and to assess the effect of appraisal on quality service delivery. The study was guided by Theory of contracting and utilized explanatory research design. It used census study for selecting the respondents. The target population was 185 employees in Eldoret, Kitale and Iten TSC which also formed the sample size. Bivariate correlations were employed to establish the relationship among the variables. Finally, multiple regressions were used to analyze the effect of performance contracting on quality service delivery in Kenya‘s public sector. The results revealed that monitoring and evaluation and performance appraisal were significant in affecting quality service delivery, while target setting and planning were not significant in affecting quality service delivery. It was recommended that TSC commissioners should ensure that, the targets are based on the current year‘s performance, planning by the commission should be aligned with future organizational desired goals and the monitors should engage with officials and immediately follow up on problems and that TSC monitoring should be made in such a way that the citizens are educated on their rights and in so doing increase their power to demand better services. The study recommends that a study should be done on the role of performance contracting in enhancing effectiveness of performance in Kenya Power in the North Rift.