Summary of the Police Service Delivery Index Report

The development of a Police Service Delivery Index in Kenya


March 11, 2021

Depending on the needs in the community, the stations have either
focused on accountability or ignored it. Professionalism has been relegated to the official
training of the police officers as the only yard stick of measurement. The role of culture and
behavioral influence to the two measures are assumed and yet, these remain important
in the different contexts that the officers operate. – The PSDI


The growing demand to institutionalize reforms, has pushed for the development of tools to measure professionalism in the private and public sector. The need for public engagement and feedback has also contributed to the interest on accountability in the public sector. The REINVENT program commissioned a pioneer study to develop a Police Service Delivery-Index.

The process unpacked service delivery by determining variables for measurement for the National Police Service in Kenya. The index is premised on the Balanced Scorecard (BSC) model, which is a management model that translates an organization’s mission and strategy into a collection of performance measures.

The framework consists of professional and accountable measures bound together with perspectives that include leading and lagging indicators. Its application in the research included four clusters that comprise the categorization of the staff perspective represented by the police officers, general community perspective, customer perspective represented by individuals in custody, and the resource perspective represented by the role of government in security. The study argues that professionalism comes before accountability, as it should use the prescribed structures of service delivery. Professionalism attributes serve as the leading indicators and accountability serve as the lagging indicators.