This research is motivated by the realities of globalisation, competitive business environment, and the need to improve the performance of the Zambian public governmental organisations. Previous studies identified several factors and underlying
characteristics of excellent performance and argued that by focusing on them, organisations across all sectors could attain sustainable improved performance. Unfortunately, most of the factors of excellent performance were based on the studies
done in western countries and private sector organisations.

This research used mixed methods to answer three questions: Firstly, what are the factors and underlying characteristics of excellent performance in the context of the Zambian public sector? Secondly, how can the factors and underlying characteristics of excellent performance be used as a guide by policymakers to improve service delivery by Zambian governmental organisations? Thirdly, what is the role of managers of public organisations in achieving excellent performance results? In a longitudinal set-up, the research was conducted using 35 characteristics of excellent performance and tracked the associated results. The results of the research indicated that, although contextual, the factors of excellent performance existed in the Zambian governmental sector. However,
the research results revealed that not all the 35 characteristics of excellent performance were prominent in the data obtained from the studied organisations. Full commitment at the policy level and from management is required to achieving excellent performance in governmental organisations. This research contributes to further understanding of various aspects of excellent performance in different settings. The research extends the concept of identifying sustainable factors of excellent performance to the public sector
organisations in the Zambian context. Policymakers and public managers in Zambia can use the factors of excellent performance to strengthen their organisations to ensure effective delivery of public service. The theoretical contribution of this research is that
it increases knowledge of the longitudinal effects of the use of aspects of excellent performance in developing countries.