The Effect of Performance Contracting on Public Service Delivery of Employees in Huduma Centres in Western Kenya

Abstract

Kenya's government has faced community pressure to enhance service performance. Service delivery has not improved due to privatization, voluntary early retirement, or reorganization. Performance contracting was an option for decreasing service decreases, but only in partnership with Huduma Centres. According to a 2020 Government report, the Centres serviced less than 30,000 customers daily and earned around Kshs 12 billion in revenue. Previous studies on performance contracting were mostly case studies rather than surveys. According to the literature, performance contracting affected service delivery, but Huduma Centres had a dwindling fortune requiring further study. The study's objective was to assess the effect of performance contracting on service delivery. A correlational survey design was used in the study. The target population consisted of 276 workers. The instrument for data collection was the questionnaire, and data was analysed descriptively and using regression analysis. The results revealed that performance contracting increased service delivery by 60.1% or R2=0.601. The study recommends that attention be paid to all the stages in performance contracting to enhance service delivery, and pieces of training and incentives are crucial to performance contracting. The policymakers now know from the study that incentives, goal setting, and performance monitoring are critical to service delivery.

Evaluation of employee turnover among public secondary teachers in Kisii Central District, Kisii County, Kenya

“…Employee turnover refers to staff turnover within the economy, such as across organizations, occupations, and professions, as well as employment situations and joblessness [17,34]. Employee turnover has been extensively researched, but no universal reason exists for people to leave organizations [35].…”

“…According to Oladapo (2014), in today's highly competitive business environment, skilled personnel are the fundamental distinguishing trait of almost every corporation. As a result, they rely on the skills of their employees to compete favourably and gain a competitive advantage [16,17]. As a result, administrators are anxious about retaining talented employees.…”

The moderation effect of personal factors on the relationship between performance contracting and service delivery of employees in Huduma Centres in Western Kenya

“…It confirms that personal factors may affect the link between performance contracting and service delivery. In addition, a lack of public engagement, political intervention, and commitment during evaluation have been recognized as human qualities that may impede the execution of performance contracts [27], [87][88][89].…”

“…The Centres are sure to appeal to more members of the public if they strive to be accountable, consistent, and stable. Furthermore, by holding fast to performance contracting principles, these services will develop further, subject to resource restrictions and human factors [87,89].…”