Performance appraisal and service delivery in pension funds in Tanzania: a case of public service pension fund in Dar es Salaam
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The University of Dodoma
Abstract
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Dissertation (MA Public Administration)
The study was prompted by the poor delivery of services by the pension funds in Tanzania. Thus, the study has attempted to assess the role of performance appraisal in influencing service delivery by the pension funds. The general objective of this study was to assess the impact of ineffective performance appraisal on service delivery by the pension funds in Tanzania. Both primary and secondary data were collected in this study. Questionnaires, Interviews and Focus Group Discussion were used in getting the primary data and documentary reviews were used in getting the secondary data. A total of 71 respondents were used in the process of data collection, the data collected were analyzed through Statistical Package for Social Science (SPSS) programme. In this analysis, data was cross-tabulated to produce percentages and frequencies of responses. Based on the study, it was found out that, poor service delivered by the PSPF to the pensioners is caused by the supervisors and head of departments to lack formal and structured performance appraisal of their subordinates and poor policy and legal framework of the PSPF which ignores the dependant group aged between 22-30 years in survivors’ pension. And in old age benefits ignore people to be given pension who have contributed to the fund less than 15 years. The study recommends that, for the PSPF to be efficient and effective directors or managers, supervisors and heads of departments must conduct effective performance appraisal of their subordinates. Education through awareness and orientation must be given to the pensioners so as to be aware on the use and function of their contributions. Also, the policy and legal framework of PSPF should be reframed especially in survivors’ pension and old age benefits.
The study was prompted by the poor delivery of services by the pension funds in Tanzania. Thus, the study has attempted to assess the role of performance appraisal in influencing service delivery by the pension funds. The general objective of this study was to assess the impact of ineffective performance appraisal on service delivery by the pension funds in Tanzania. Both primary and secondary data were collected in this study. Questionnaires, Interviews and Focus Group Discussion were used in getting the primary data and documentary reviews were used in getting the secondary data. A total of 71 respondents were used in the process of data collection, the data collected were analyzed through Statistical Package for Social Science (SPSS) programme. In this analysis, data was cross-tabulated to produce percentages and frequencies of responses. Based on the study, it was found out that, poor service delivered by the PSPF to the pensioners is caused by the supervisors and head of departments to lack formal and structured performance appraisal of their subordinates and poor policy and legal framework of the PSPF which ignores the dependant group aged between 22-30 years in survivors’ pension. And in old age benefits ignore people to be given pension who have contributed to the fund less than 15 years. The study recommends that, for the PSPF to be efficient and effective directors or managers, supervisors and heads of departments must conduct effective performance appraisal of their subordinates. Education through awareness and orientation must be given to the pensioners so as to be aware on the use and function of their contributions. Also, the policy and legal framework of PSPF should be reframed especially in survivors’ pension and old age benefits.
Keywords
Performance appraisal, Service delivery, Service provision, Pension funds, Tanzania, Public Service Pension Fund, PSPF, Dar es Salaam, Ineffective performance appraisal, Effective performance appraisal