Effects of centralization of service delivery on the performance of public sector:a case of national cereals and produce board-narok

Abstract

The purpose of this study was to determine the effects of centralization of service delivery on the performance of public sector with a specific reference of National Cereals and Produce Board-Narok. The study objectives were; to establish how centralization help to reduce cost of service delivery in National Cereals and Produce Board-Narok, to assess how centralization help to reduce duplication of roles in National Cereals and Produce Board-Narok and to evaluate how centralization enhances accountability in National Cereals and Produce Board-Narok. The study adopted a descriptive survey design. The target population constituted the permanent and temporary employees of National Cereals and Produce Board-Narok who are 120 employees, a sample of 60 respondents was selected using the simple random sampling method. Data was collected using a questionnaire. The questionnaire was first pre-tested to verify its reliability and validity. The collected data was analyzed descriptively and the findings were presented by use of tables, bar graphs and pie charts. The key findings of the study were, majority of the respondents agreed that centralized service delivery is practiced in National Cereals and Produce Board-Narok they also agreed that centralized service delivery reduces duplication of work and finally they agreed that centralization of service delivery affect accountability of the organization. The key recommendations of the study include; National Cereals and Produce Board to ensure centralization of services as this can reduce cost of service delivery and reduce duplication of work in the organization as this will improve their service delivery to public. Finally, the organization should ensure accountability monitoring as this will make the organization offer quality services to the public. This study shall be beneficial to various people involved in the management of public institutions and also to the employees because it shall give them an understanding of the benefits of centralization of service delivery.