Influence of Performance Management Strategies on Service Delivery in the Ministry of Interior and Coordination of National Government; Case of Gucha South Sub County, Kisii, Kenya

Abstract

Effectiveness of performance management systems in an organization is normally affected by many factors but three are most important. First, the system needs to be aligned with and is supported by the organizational direction and critical success factors. Then, well developed, efficiently administered tools and processes are needed to make the system user-friendly and well received by organizational members. Lastly, the managers and members must use the system in a manner that brings visible, value-added benefits in the area of performance planning, performance development, feedback and achievement of results. The purpose of the study was to investigate the influence of performance management strategies on service delivery in the Ministry of Interior and Coordination of National Government; a case of Gucha South Sub County, Kisii, Kenya. The study was guided by the following objectives, namely to find out the influence of performance planning on service delivery in the Ministry of Interior and Coordination of National Government in Gucha South Sub County, Kisii, Kenya; to examine the influence of staff appraisal on service delivery in the Ministry of Interior and Coordination of National Government in Gucha South Sub County, Kisii, Kenya; to determine the influence of staff training on service delivery in the Ministry of Interior and Coordination of National Government in Gucha South Sub County, Kisii, Kenya; to find out the influence of rewards and recognition on service delivery in the Ministry of Interior and Coordination of National Government in Gucha South Sub County, Kisii, Kenya. The entire population was 229 civil servants in the Ministry of Interior and Coordination of National Government in Gucha South Sub County. A sample of 172 respondents was selected from each of the department using the Krejcie and Morgan sampling table. Data was collected by use of a structured questionnaire that was pretested in Kisii South Sub County. Data analysis was done by use of SPSS version 22 computer package. Data was summarized into frequencies and percentages. Hypothesis testing was achieved by use of Pearman’s product moment correlation analysis and indicated a significant relationship at 87.7% between performance planning, performance appraisal at 84.9%, staff training and employee rewards at 75.3% and staff are likely to be given promotions after training at 78.1%. Data presentation was done by use of tables. Study findings indicated that performance planning was being conducted in the ministry, trainings were being conducted, performance appraisal was being done and methods for recognizing and rewarding staff that excelled in service delivery were in place. The study recommended that the reward system, staff training and staff appraisal be redesigned so that the strategies can motivate staff to improve service delivery.