Performance contracting in service delivery at City Council of Nairobi

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.