Influence of Performance Contract on Public Service Delivery in Kenya: Study of Registration of Persons Kericho District

Abstract

Abstract The study sought to investigate on the influence of performance contract on public service delivery in Kenya with specific reference to the department of registration of person in Kericho District using 2011 – 2012 public service delivery period as the base line. The study adopted a descriptive research design on a sample size of 222 respondents who were identified and selected through purposive and random convenient sampling techniques from a target population of 2040 respondents. Data collection was done by use of questionnaires as well as observation schedules. Collected data was sorted, cleaned, coded and analyzed by the aid of statistical package of social scientist programme (SPSS). Study findings were contently analyzed and presented in form of tables and figures. Based on the study findings, it was concluded that performance contract had positive influence on public service delivery as a tool of customer satisfaction by achieving service delivery timelines, rendering of quality and effective services, increase of production in service delivery by achieving the discussed and agreed targets as well as serving as an avenue of transparency and accountability in service delivery. The study recommended that service delivery period (production of identification documents) be increased upwards from the current 28 waiting working days from the date of application also the processing and production of national identification cards be decentralized. As well capacity building in performance contract to all officers deployed in department of registration of persons be encouraged at the same time legalizing the use and application of performance contract to make it more formidable to all.