dc.contributor.author | Wairiuko, Eva W | |
dc.date.accessioned | 2013-11-25T13:26:37Z | |
dc.date.available | 2013-11-25T13:26:37Z | |
dc.date.issued | 2013-11 | |
dc.identifier.citation | A Research Paper Submitted in Partial Fulfillment of the Requirements of the Award of the Master of Public Administration Degree, University of Nairobi, 2013 | en |
dc.identifier.uri | http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/60092 | |
dc.description.abstract | The main objective of the study was to determine the effects of performance contracting
on service delivery at the former City Council of Nairobi. This study also sought to
answer the question; to what extent did performance contract affect service delivery at
City Council of Nairobi? The purpose of this study is therefore to establish whether
performance contracting has enhanced service delivery.
The study found out that the dimensions that comprised of organizational service charter,
work plans, strategic plan, monitoring and evaluation as well as performance appraisal
systems had an influence on performance contract implementation resource factors and
service delivery at large. Service charters were found to be clearly displayed hence
accessible to staff and customers/ citizens. Employees developed work plans based on set
priorities and this enabled the achievement of expected results. The strategic plan was
found fast track implementation of intended outcomes namely the goals, mandates and
strategies that strengthened service delivery. Monitoring and evaluation was found to
impact on service delivery as performance was measured and tracked through a feedback
mechanism. Performance appraisal system was found to strengthen internal controls
through rewards and sanctions on performance of the employees.
This study recommends that City Council of Nairobi continue to uphold the use of
performance contracts as a tool for monitoring and improving performance in order to
attain efficiency in service delivery. | en |
dc.language.iso | en | en |
dc.publisher | University of Nairobi | en |
dc.title | Performance contracting in service delivery at City Council of Nairobi | en |
dc.type | Thesis | en |
local.publisher | Department Of Political Science And Public Administration | en |