Bureau to Sustain Partnership with SERVICOM on Service Delivery

The Bureau of Public Service Reforms (BPSR) will continue to partner SERVICOM for proper assessment of the quality of service delivery in Ministries, Department and Agencies (MDAs), Dr Joe Abah, the Director-General.

Abah said this in an interview with the News Agency of Nigeria in Abuja on Thursday.

He said that the assessment was important owing to the poor service delivery in the country.

SERVICOM is an acronym for Service Compact with All Nigerians, a social contract between the Federal Government and the people.

Abah said that a 2004 service delivery report in Nigeria, stated that organisations delivered poor quality services and were inaccessible and indifferent to customers’ need.

`` If you look at the document on Public Service Review in Nigeria, the service delivery aspect of it was actually written by SERVICOM.

``We brought them in as experts in service delivery and made sure that what we have in the document is in line with the SERVICOM index.

``Since my coming on board, we have been working closely with SERVICOM to ensure that service delivery is prompt and accessible to all,” he said.

The director-general stated that SERVICOM had recorded major achievements in service delivery through the development of service charters in 80 per cent of MDAs, leading to the creation of ministerial SERVICOM units in 84 MDAs.

He, however said that the bureau faced some challenges which ranged from inadequate funding by the government to poor public perception of the effectiveness of SERVICOM.

He said that though the SERVICOM initiative had demonstrated its potential in many cases, it had not been fully realised.

He, therefore, urged the government to properly fund SERVICOM, so that public perception of service delivery would change.
``SERVICOM is also adopting a new strategy different from what it had before and they are also collaborating with BPSR on their assessment.''

``In assessing service delivery, SERVICOM looks at the front end aspect of it while BPSR look at its back end.

`` If SERVICOM does an assessment for example, it looks at the customers’ experience such as how long do you have to wait to see somebody before you get a service? are you comfortable waiting there?

``So it looks at the front end while BPSR looks at why that service is good or bad and what we have to change behind the scene to make the service good.

``There is a lot more to be done to improve the citizens’ experience of SERVICOM and we are absolutely determined to continue to work together to improve on service delivery,’’ Abah said.