A Study of the Relationship among Performance Contracting, Measurement and Public Service Delivery in Kenya

Abstract

The aim of this study was to establish the factors influencing improvement in performance and delivery of public services. Thus, the paper studied the effect of performance contracting and measurement on public service delivery in Kenya. The public services considered in the study included ministries, state corporations, local authorities and tertiary institutions, with a total of 470 public agencies. The cross-sectional survey design was used. The study is based on performance evaluation results compiled over the period between 2004 and 2011. Using regression analysis, it was found that performance measurement was critical to improvement in public service delivery and explained 73.6 percent of improvement in service delivery, as evidenced by independent measurement of customer satisfaction with the services delivered by the public sector.