1.      Background

The Government of Kenya introduced performance contracting system with the main goal of improving the performance of the public sector and consequently enhancing the quality of the services it offers, as well as ensuring accountability for utilization of public resources.

A key component of the performance contracting system is the citizens’ service delivery charter.

A citizens’ Service Delivery Charter is a public document outlining the services offered by public institutions; the duration specific services should take; the requirements before service can be rendered; the cost of the service and the standards of service a client should expect.

The charter also provides a redress mechanism for customers who may have any redress mechanism for customers who may have queries or complaints.

Performance Contracts and Service Delivery Charters are now institutionalized and managed by the Performance Contracting Department (PCD) in the Office of the Prime Minister.

The office of the Prime Minister through Performance Contracting Department has the responsibility to administer the performance contracting process.

The Major achievements to date comprise the following:

1. accountability and transparency among public servants in the utilization of public resources;
2. phenomenal growth in the performance of public institutions since introduction  of the performance contracting system; 
3. a responsive public service to the needs of its service users;
4. strategic planning and focus on institutions’ mandates and  Key Result Areas(KRAs)  towards meeting the goals of Kenya Vision 2030;
5. institutions have been made responsive to the implementation of relevant sections of the Kenya Constitution and eradication of corruption in public offices;

In order to build on these achievements and ensure that the public fully demands quality services and results from MDAs, the department has developed an IEC strategy whose main thrust is to inform the public of public sector performance improvement initiatives and demystify   performance contracts, as well as educate them on the rights and responsibilities as customers and stakeholders; and to communicate to them the need for their participation towards improving public service.

The Department wishes to contract a Communications Services firm to conceptualize and design ready to print / air materials for the Performance Contracts and Service charters. The successful firm will work with a communications team in the Performance Contracting Department in the Office of the Prime Minister to execute the assignment.