Assessing the Effect of Training on Service Delivery of Botswana Public Service: The Mediatory Role of Hindrances to Training Effectiveness

Training and Development (T&D) is crucial for improving employee performance, and organizations annually increase their investment in training, expecting it to give them a competitive edge. However, despite the significant expenditure by the Government of Botswana (GB) on in-service training for public service employees, there are continued complaints from the general populace regarding poor public service delivery. The primary aim of this study is to assess the impact of training on GB employee service delivery. Despite the abundance of information available on T&D, there is still limited understanding of how it contributes to effective and efficient service delivery, particularly within the Botswana Public Service.  In this thesis, we explore several factors that might impact the success of training. It utilizes a mixed methods approach, incorporating both quantitative and qualitative data from a self-administered survey questionnaire and semi-structured interviews. The formula Sub-group sample size = (Sub-group population × Sample size) / Total population was used to calculate a sample size of 357, which was then identified using random stratified sampling. Additionally, a purposive sample of 48 was initially identified for qualitative data collection, but saturation was reached after interviewing 20 participants. A non-probability purposive sampling technique was then used to select Deputy Managers, Human Resource, and Administration participants for the semi-structured interviews. The collected data underwent detailed analysis, with SPSS (version 26) used for the quantitative data analysis. Inferential statistics were used to assess the strength and direction of relationships between variables and to compare differences between two independent groups. Thematic analysis was applied to the qualitative data. The study identified four main findings. Firstly, frequent conduct of Training Needs Assessments (TNAs) by Ministries and Departments is essential for addressing the factors that hinder training, thereby improving the effectiveness of training programs and enhancing service delivery in the Botswana Public Service. Secondly, the source of training, whether from external providers or internal programs, does not notably affect how employees apply their acquired skills and knowledge in the workplace. Thirdly, T&D methods employed by Ministries/Departments have a stronger positive correlation with their impact on employee outcomes within the Botswana Public Service. Fourthly, training interventions that target specific indicators, such as poor service quality and low employee morale, have a significant impact on the effectiveness of organizational service delivery. The study recommends that HR units within Ministries/Departments conduct regular performance analyses prior to implementing training programs. However, further research is needed to gain a deeper understanding of the role of government in-service training in overcoming barriers to effective and efficient service delivery.