The Impact Of Performance Contracting On Service Delivery: The Case Of Teachers Service Commission Of Kenya, 2005-2014

Abstract

The main objective of this study was to assess the impact of performance contracting on service delivery at the Teachers Service Commissioner of Kenya. Performance contracting was introduced as part of broader public sector reforms aimed at improving efficiency and effectiveness in the management of public service. There is a general agreement within the public service that the introduction has led to some improvement in service delivery as demonstrated by increased accountability, efficiency and delivery of public services as well as a national focus and targeted results. It is however not clear if there benefits have been experienced across all ministries, departments and agencies or whether the improvements have been consistent over the years, while the gains have been made in calculating a culture of competitiveness and innovativeness within the public service, the quality of service seems to have remained inadequate. The study applied mixed research designs and the sample population was the Teachers Service Commission employees, consisting of the secretariat and teachers. Both primary and secondary data were used for the study. The findings of the study show that performance contracting has significantly contributed to service delivery at the Teachers Service Commission of Kenya. However, the study concludes that performance contracting strategy has not been sufficiently devolved within the Teachers Service Commissioner to ensure effective participation by the employees at all service delivery levels. The study recommends that performance contracting should be devolved to all service delivery levels and all employees should be sufficiently involved in decision making process. The study also recommends that performance measurement and evaluation mechanism should be reviewed and simplified to ensure it is understood and applied effectively. The study further recommends that there should be reward and sanction policy at the TSC to motivate employees to improve on service delivery.