The Effect of Performance Contract Implementation on Service Delivery in Provincial Administration

Abstract

In order for the Provincial Administration department in Kenya to deliver its mandate, it needs efficient and proper service delivery. The implementation of performance contracting was aimed at addressing quality of service delivery. Despite these reforms, there remain some challenges in terms of quality of service delivery. The study sought to evaluate the effect of implementing performance contract on service delivery in provincial administration and also evaluate the effectiveness of Performance Contracting in improving efficiency in service. The study used descriptive survey research design. Primary data was collected from a sample size of 147 drawn from a target population of 490 consisting of 90 employees of Provincial Administration and 400 members of the public. Both stratified random sampling and purposive sampling were used for Provincial Administration staff and members of the public respectively to pick the respondents. The data was gathered by use of a questionnaire that had both open and closed ended questions. Descriptive statistics was used to analyze data in form of frequencies and percentages, and presented in tables. The study revealed that the implementation of Performance Contracting was effective in improving efficiency in service delivery by the department.

Keywords: Performance contract, competent, effectiveness, quality service delivery.