Evaluating the impact of local government performance management systems on service delivery

Abstract

This research study intended to evaluate the impact of Local Government Performance Management System (PMS) on service delivery using Tshwane’s Roads and Stormwater division. The study was conducted by means of a semi structured questionnaire (on a 5 Likert scale) that was completed by operational staff, management and executive personnel. The participants were selected randomly from the employee database using stratified random sampling. Based on the respondents’ view, the following positives outcomes were observed; Roads and Stormwater employees seemed to participate in setting strategic goals of the organization. Management at Roads and Stormwater are always helpful as they take time to explain strategic goals of Roads and Stormwater division to employees Key performance measurements that are set for employees at Roads and Stormwater are measurable, specific and time bound. Line managers at Roads and Stormwater often provide good leadership and they regularly monitor performance of employees against set targets Performance evaluation at Roads and Stormwater is by enlarge done fairly Roads and Stormwater employees seem to be generally happy with the performance measurements that are set for them However, the following negatives were identified; Employees were of the opinion that key performance measurements that are set for them at Roads and Stormwater are not realistic Key performance measurements that are set for employees at Roads and Stormwater are often not agreed to between the line manager and the concerned employee. Roads and Stormwater seem not to have developmental programs for poor performers to enhance their performance at work Therefore despite massive reforms on human resources policies and system that were implemented in 1994, this has had no significant effect on the performance of the PMS in Roads and Stormwater division. Consequently, the impact of PMS on service delivery has been the same before and after the reforms