Influence of performance contracting on service delivery by the national government administration in Eldoret west sub County, Kenya

Abstract

The purpose of this study was to assess the influence of performance contracting on service delivery by the national government administration (formerly the provincial administration) in Eldoret West Sub County, Kenya. The research problem of the study was the continued deterioration in performance by the national government administration officers (NGAOs), formerly the provincial administrators, despite implementation of several strategies to address the challenges; among the strategies by the government to improve service delivery was the introduction of performance contracting. The study was guided by four specific objectives as follows: to assess how finance stewardship – through utilization of the allocated funds – has facilitated service delivery by the national government administration in Eldoret West Sub County; to analyze the influence of human resource management and development on performance of the national government in the delivery of services in Eldoret West Sub County; to investigate how resolution of public complaints has influenced service delivery by the national government administration in Eldoret West Sub County, and; to examine how automation has influenced service delivery by the national government administration in Eldoret West Sub County. The literature review revealed research gaps regarding: the institutions where previous research has been done; the period when similar research has been carried out; the professional qualifications of the previous researchers, and; the methodology employed during the previous research. The study used a conceptual framework to assess the influence of performance contracting on service delivery by the national government administration. The research methodology consisted of descriptive survey research design. Given the heterogeneity of the target population, the researcher used various sampling techniques. The study utilized mixed research method in the collection, presentation and analysis of both quantitative and qualitative data. Quantitative data was analyzed using descriptive and inferential analysis techniques – through measures of association and measures of correlation using; Spearman‟s rank order correlation (r), Gamma measure of association and Kendall coefficient of concordance (W). Content analysis was used for data that is qualitative in nature or aspects of the data collected from open ended questions and focus group discussions. The quantitative data was coded thematically and then analyzed statistically. Data presentation, analysis and discussion of findings were organized thematically according to the four specific objectives of the study. The study found out that: there are other factors that influnce service delivery other than those identified in the four specific objectives of the study; finance stewardship has facilitated service delivery; most stakeholders lack knowledge on the Financial Management Act; monitoring and evaluation of performance contracting has influenced service delivery; human resource management and development has influenced performance of the national government administration through competency development, performance appraisal, knowledge management and improved work environment; resolution of public complaints has influenced service delivery; automation has enhanced service delivery although identification of NGAOs for ICT trainings and availability and allocation of serviceable ICT equipment is not done appropriately. The study concluded that performance contracting has influenced the performance of NGAOs on service delivery. The study recommends that further research should be conducted on the other factors that contribute to successful implementation of performance contracts.