Performance Contracting and Service Delivery at the State Department for Public Service in Kenya
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Date
2024-11
Authors
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Publisher
Kenyatta University
Abstract
Service delivery at the State Department for Public Service in Kenya has faced persistent challenges, undermining the efficiency and effectiveness of public service provision. Despite various government reforms, such as the introduction of performance contracting and digital platforms, the public sector continues to grapple with inefficiencies, corruption and inadequate resource allocation, which adversely affect the quality of services rendered to citizens. According to the Public Service Commission report of 62% of Kenyans expressed dissatisfaction with the responsiveness of public services, particularly in areas like health, education, and infrastructure. This dissatisfaction is further highlighted by the 2022 Performance Contracting Review, which indicated that many state departments failed to meet key performance targets due to mismanagement and lack of accountability, with only 38% of departments achieving their set goals. The study sought to assess the performance contracting and service delivery at the State Department for Public Service in Kenya, specifically focusing on the effect of resource utilization, target setting, accountability and cost management on service delivery. The study was anchored on the New Public Management, Goal Setting Theory, Resource Based View Theory and Agency theory. The study adopted a descriptive research design. The study targeted all the 173 employees working in the positions of top management, senior management, mid level management and lower management staff, in the technical directorates of the State Department for Public Service. A structured questionnaire was utilized. Stratified random sampling was utilized. The reliability of the questionnaire was tested using Cronbach alpha, while construct and content validity was done using expert opinion with the help from the supervisor. Regression and correlation, Chi square, Fisher’s test and ANOVA was used. Frequency tables, percentages, pie charts, bar graphs and the regression and correlation model were used to present the analyzed data. In addition, the study's conducts guarantee anonymity, confidentiality, neutrality, and informed consent. The research found out that there is a favorable and significant association between resource utilization and the provision of services at the State Department for Public Service. The research also found out that there is a positive and substantial correlation between target setting and the provision of services at the State Department for Public Service. The study also concluded that there is a strong, positive, and statistically significant relationship between accountability and service delivery at the State Department for Public Service. Finally, it was concluded presence of strong, positive, and statistically significant relationship between cost management and service delivery at the State Department for Public Service. The study recommended that implementing integrated financial systems with built-in controls, audit trails, and data analytics capabilities can help identify irregularities, prevent fraud, and ensure compliance with budgetary allocations and regulatory requirements. The study also recommended concerning target setting the study recommended that public institutions should regularly review and adjust targets based on changing circumstances, emerging priorities, and lessons learned from performance assessments.
Description
A Research Project Submitted to the School of Law, Arts and Social Sciences in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Arts in Public Policy and Administration of Kenyatta University, November 2024.
Supervisor
Weldon Kibet Ng’eno