The National Coordinator / CEO SERVICOM, Mrs. Nnenna Akajemeli has called on Management of the Federal Capital Territory Administration(FCTA), to continuously drive on improvement of service delivery initiatives in FCT Schools by benchmarking its processes with the current global best practices at all levels across board.

This call was made when the SERVICOM Office of the FCTA organized a SERVICOM Induction ceremony for over Eight Hundred inductees / Teachers as SERVICOM Focal Officers across all the Schools in the FCTA during the weekend.

This is in line with current global standards of reviewing learning standards, admission and registration processes, organizational structures, leadership models, teaching strategies and professional development.

According to the SERVICOM Boss, staff of the FCT Schools are also citizens and are the life blood of the Education sector in the FCT, hence the need to recognize that improving the quality of staff of the schools in terms of efficiency and professionalism is key in line with the renewed hope agenda of Mr. President.

Citizens today she said, are more aware of their rights, having better access to information on public services and consequently have their higher expectations for example, Admission requirement, processes, and cost of school fees., she also stated that SERVICOM, is the Government solution and answer to poor public service delivery. She stated that the FCTA SERVICOM Units most ensure foster collaborations amongst internal departments and units towards ensuring more citizen-focused service delivery across the country.

She further said that SERVICOM committee is a body of SERVICOM Officers from different Technical Service Departments that network to build relationships for the purpose of acquiring and disseminating information towards citizens focused service delivery.

The National Coordinator acknowledged the pivotal role of SERVICOM committee which is to enhance Spear heading of FCT schools as well as monitor their implementations and improving services delivery through SERVICOM compliance such as surveys.

It would also involve the production and review of service charters of the FCT schools as well as monitoring their implementations and ensuring compliance with relevant guidelines.

Managing the schools Customers Relations Policy, she emphasized would provide opportunities for customer feed- back on services such as processing complaints from aggrieved Stakeholders and parents of students for effective service delivery in the schools.

She called on the Managements of the FCT to lead the service improvement process in the schools by giving their full support to the committee, and also process in the schools’ capacity for the Committee in order to drive the service delivery initiatives (SDI) across FCT.

She lent SERVICOM support in the area of training and retraining of staff on all aspects of service delivery to equip them with pre- requisite knowledge, skills and attitudes and ensure sustained service improvement.

Earlier in his welcome address, the Head of Civil Service Mr. Samuel Atang, represented by the Permanent Secretary, Common Services, Miss Bunmi Olowokere , said that the induction ceremony of Focal Officers is coming at a time when FCT Administration is poised to ensure effective and efficient service delivery in our schools across board.

Hence the need to inculcate in our youths the value chain of excellence and initiate the culture of service delivery in schools.

According to him, the vision of FCTA is to be a world class city where innovation coupled with hard work, doggedness and determination of men and women resilient in their drive to render quality and efficient services to citizens would be promoted.

He called on the Focal Officers to embrace the culture of excellence and do due diligence in all schools as well as see the laudable initiative as a cornerstone for service excellence in FCT.

 

 

Henrietta Okokon

Assistant Director Information/ Public Relations Unit

SERVICOM Presidency

7/5/24

Introduction

Accountability in government service delivery refers to the notion that officials and organizations within the government are accountable for making sure the services they offer are of high quality and meet citizens’ needs. This entails being open and accountable for their actions, as well as being transparent about how they use public resources.

Maintaining trust and confidence in governmental institutions depends on fostering an accountability culture within agencies. Government officials and staff are more likely to feel obligated to offer citizens efficient and effective services when there is a culture of accountability in place. Additionally, it encourages citizen participation in governmental decision-making and promotes transparency.

However, creating a culture of accountability in government agencies can be challenging, as bureaucratic red tape, resistance to change, and limited resources can all impede progress. Despite these challenges, it is crucial for government agencies to prioritize accountability in their operations in order to build trust and improve the delivery of services to citizens.

Challenges to creating a culture of accountability

Red tape and lack of transparency in government agencies are two major obstacles to establishing an accountability culture. It can be challenging for citizens to understand how decisions are made and services are provided in government organizations because these organizations frequently have complicated processes and procedures. This may result in a lack of confidence and trust in governmental institutions.

Resistance to change and accountability measures presents another obstacle to the development of an accountable culture. New accountability measures may not be well received by government workers because they may feel micromanaged or that their work is being criticized. Furthermore, some government agencies might not see the benefit of funding accountability measures and might be reluctant to fund these initiatives.

Developing an accountable culture is also difficult due to budgetary and resource limitations. It can be challenging for government organizations to invest in new technologies or systems that could enhance service delivery and accountability due to their frequently constrained budgets and resources. Additionally, government organizations might not be able to hire more personnel to oversee performance monitoring and evaluation or train staff on new accountability measures.

Despite these obstacles, it is crucial for government organizations to find solutions and make accountability a top priority in all of their activities. This can be achieved by providing opportunities for training and development for government employees, setting clear and measurable goals, and putting in place a system for tracking and evaluating performance.

Strategies for implementing a culture of accountability

One key strategy for implementing a culture of accountability in government agencies is setting clear and measurable goals for service delivery. This involves identifying specific, quantifiable targets that government agencies can work towards, such as reducing wait times for services or increasing citizen satisfaction with services. By setting clear and measurable goals, government agencies can hold themselves accountable for achieving these targets and can track their progress over time.

Another strategy for implementing a culture of accountability is establishing a system for monitoring and evaluating performance. This can include regularly collecting and analyzing data on service delivery, such as wait times or satisfaction rates. This data can then be used to identify areas where improvements can be made, and to track progress over time.

Providing training and development opportunities for government employees is also important for implementing a culture of accountability. This can include training on new accountability measures, as well as on skills such as data analysis and performance management. By providing employees with the training and resources they need, government agencies can ensure that they are equipped to deliver services effectively and efficiently.

Encouraging active participation and engagement from citizens and stakeholders is also crucial for implementing a culture of accountability. This can include soliciting feedback from citizens on service delivery, as well as involving citizens in the decision-making process. By engaging citizens and stakeholders, government agencies can ensure that services are tailored to meet the needs of the community and that they are accountable to the citizens they serve.

Finally, providing incentives and recognition for accountability and good performance can also help to implement a culture of accountability. This can include rewards such as bonuses or promotions for government employees who demonstrate accountability and excellence in their work. By providing incentives and recognition, government agencies can encourage employees to work towards achieving the agency’s goals and to deliver services effectively.

Best practices and examples of accountability in government service delivery

To understand how to implement a culture of accountability in government service delivery, it can be useful to look at best practices and examples from other government agencies and countries.

One way to do this is to examine case studies of successful accountability initiatives in government agencies. These case studies can provide valuable insights into the strategies and tactics that have been effective in promoting accountability and improving service delivery. For example, a government agency might have implemented a citizen feedback system that has led to improvements in the quality of services. Another agency might have implemented a performance management system that has helped to increase efficiency and reduce costs.

Another way to learn from other government agencies and countries is to look at examples of how accountability measures have been implemented in the public sector. For instance, some countries have implemented independent oversight bodies to monitor and evaluate government performance. Other countries have implemented e-governance systems to increase transparency and accountability in service delivery. By studying these examples, government agencies can identify strategies and approaches that might be applicable to their own context.

Overall, by studying best practices and examples of accountability in government service delivery, government agencies can gain valuable insights into the strategies and tactics that can be used to create a culture of accountability and improve service delivery.

Conclusion

In conclusion, accountability in government service delivery is essential for maintaining trust and confidence in government institutions. A culture of accountability fosters a sense of responsibility among government officials and employees to provide efficient and effective services to citizens. It also promotes transparency and encourages citizen participation in government decision-making.

However, creating a culture of accountability in government agencies can be challenging, as bureaucratic red tape, resistance to change, and limited resources can all impede progress. Despite these challenges, it is crucial for government agencies to prioritize accountability in their operations in order to build trust and improve the delivery of services to citizens.

In this blog, we discussed the importance of creating a culture of accountability in government service delivery, the challenges faced in creating such culture, and strategies and best practices that can be adopted to implement a culture of accountability.

In light of this, we call on government agencies to prioritize accountability in their operations. By setting clear and measurable goals, establishing a system for monitoring and evaluating performance, providing training and development opportunities for government employees, encouraging active participation and engagement from citizens and stakeholders, and providing incentives and recognition for accountability and good performance, government agencies can create a culture of accountability and improve the delivery of services to citizens.

In the long run, creating a culture of accountability will benefit both citizens and government agencies. Citizens will have better access to high-quality services and government agencies will have the ability to improve their operations, to be more efficient, to be more transparent and to be more responsive to the needs of citizens.