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The research aimed at assessing the effectiveness of BSC in the public sector. The study used TRA as a case study. TRA is one of the big public organisations which use the BSC for over a decade now. The focus of the study was on the emergency and application of the BSC in TRA and how TRA assessment is done in the Four BSC perspectives. The study examined how TRA assesses all the four BSC perspectives, which are Financial, Customer, internal business, and learning and growth. It also examined how its employees view the BSC system in comparison with the previously used appraisal system. The sample size for the study constituted 50 respondents, of which 5 are managers and the rest are subordinate staff of the TRA. The study involved the use of interviews and documentary reviews to collect the required data. The collected data was analysed using content analysis and SPSS. The study found that, all TRA officers know the Balanced Scorecard (BSC).The supervisors and managers had a vast knowledge of the BSC as they had received some training on the system. However, it was found that most of the subordinate staff had little knowledge of the development and application of the BSC. Most employees fill the performance appraisal forms because it is mandatory for employees to fill the forms annually. Lack of training was observed as a major obstacle for the effectiveness of the BSC in TRA. This being the case, it is recommended that TRA should conduct Training of Trainers so that employees get knowledge on BSC from the selected few (the trainers) without being forced to leave their work station to attend this type of training. Furthermore, employees need to be more involved in the development of the BSC to create a sense of ownership of the system in the organisation |
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