| dc.description.abstract | This research study sought to find out the effects of performance contracting on service
delivery at the Municipal Council of Mombasa to its residents. Performance contracting is
part of the broader public sector reforms aimed at improving efficiency and effectiveness in
the management of local authorities. The research traces the history of the performance
contracting in Kenya and identifies successes and challenges of implementing the
performance contract. The study was conducted using the case study research design. The
researcher conducted in-depth interviews with 12 top management team of the council, who
were involved in the performance contracting and gave their views. Reports on the Council
performance records did provide useful information, which was useful in the compilation of
the study report. Performance contracting was initially met with a lot of suspicion, animosity
and at times outright hostility by the employees of the council due to inadequate information
about it. The situation however improved with passage of time and the process is currently
viewed very positive by the officers of the council as a means of offering quality service.
The analysis isolated financial constraints, shortage of staff, political interference and
negative attitude by stake holders, lack of adequate facilities and technical staff as the major
sources of challenge to service delivery to the people of Mombasa municipality. The effects
of performance contracting, according to a majority of the respondents including the
council’s clerk is registered in improved service delivery, improved employee accountability
and enhanced team spirit due to its ability to motivate employees to work. Due to the
success of the initial phases of the process its roll out across all sectors of the council
operations and cascade to the junior most employees is envisaged in the immediate future | en |
