SERVICOM BOSS ADVOCATES FOR PERFORMANCE IMPROVEMENTS CULTURE IN MDAs SERVICE WIDE.

SERVICOM BOSS ADVOCATES FOR PERFORMANCE IMPROVEMENTS CULTURE IN MDAs SERVICE WIDE.

The National Coordinator / CEO SERVICOM, Mrs. Nnenna Akajemeli has advocated for performance improvements culture and citizen- centered service delivery in MDAs that would promote transparency and accountability in MDAs service wide.

This advocacy was made when the SERV ICOM Office recently hosted Nodal/ Focal Officers from various Ministerial SERVICOM Units (MSUs) under her purview to her third quarter breakfast meeting to showcase and present their third quarter Compliance reports in line with their yearly work plan in line with SERVICOM’s reporting templates and set standards.

In her opening remarks the National Coordinator appreciated all the Nodal / Focal Officers present and encouraged them to develop a culture of continuous performance improvements in their service windows across board.

According to her the task ahead is to give paper presentations that would be scored based on progress reports of their work plan, charter performance, complaints resolutions, customer surveys and professionalism as stipulated on the reporting templates.

At the end of the meeting the coordinator observed that some MDAs need to proactively come up with new innovations and initiatives that would enhance improved service performances in MDAs and make them stand out in their various in their various service delivery windows.

She further advised them to identify gaps, engage more with their stakeholders and develop tools and instruments such as questionnaires that can be used to gather information /feedbacks by service takers that would help in improving services.

She said “by these engagements citizens’ lives would be touched through various communication channels   would in turn   showcase their brands, services and products to all their service takers.”

The Coordinator encouraged MDAs to work out modalities and strategies that are best suitable for them to deliver efficient and effective services in a fairly, timely transparently and accountably to Nigerians.

She tasked all Nodal / Focal Officers from various MDAs serve as the eye and the ears of Management and Stakeholders and also lead by example by exhibiting virtues of honesty, fairness timeliness and hard work in the course of delivering services to their various customers.

Mrs. Akajemeli, stated that Service delivery is the Customer Service arm of the Government hence the need for all Nodal Officers to that customers’ satisfaction is paramount wherever services are rendered to service- takers who are the customers.

She informed the Officers that at the end of the breakfast meeting reports and the scores would be sent to the various CEO ‘s of the various MDAs as Scorecards to keep them abreast of the activities and drive of the SERVICOM Units.

The Coordinator reiterated that the purpose of this administration is to create Customer satisfaction through the quality of services rendered to all Nigerians and that all hands must be on deck to achieve this mantra. Hence the need for the Nodal officers to effectively utilize and harness these opportunities given.

 

Henrietta Okokon

Public Awareness Manager

SERVICOM Presidency

 

: Highlight and Matters arising from Episode 219 of the SERVICOM Help Desk Radio Programme.

The Episode 219 of the SERVICOM help desk Radio programme held on the 20th of June 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio.

The N.C thanked the Brekete Family and said the programme has added value to the service delivery process by raising confidence and trust of citizens and connect Government to the people. She spoke on the Topic ‘’How to Challenge Service Failure’’ she described service failure as an expectation not meet when one goes to receive service in a Hospital, Bank, Airport, School or Government institutions.

She highlighted some of the causes of service failure as inadequate funding, lack of adequate information and when an officer is not at his duty post, she however advised citizens to challenge the service failure and insist they are served right at any service window

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 218 of the SERVICOM Help Desk Radio Programme.

The Episode 218 of the SERVICOM help desk Radio programme held on the 13th of June 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio.

The N.C thanked the Brekete Family and said the programme has helped in connecting service providers with service takers by driving towards improvement and holding MDA’s accountable in doing what Government ask them to do.  The Topic of  the day was ‘’Delivering Citizen Centred Service Through Customer Feedback’’. The Public Awareness Manager handled the topic and said Customer feedback is the information provided by services takers about their service delivery experiences from service providers about their product and services in a view to review customer’s satisfaction and successes.

Customer feedback is the collection of criticism which may be positive or negative but they are all useful for service providers, she said. Customer’s feedback will guide the improvement of services especially if it’s a negative one. It help MDA’s to know if they are still rendering citizens centred service delivery to their service takers, it also helps in measuring customers satisfaction, customers opinion and customers best experience.

In SERVICOM we administer customer survey form to get information of services through Emails, What Sapp and Twitter, most complainants complaint come through our mail and is forwarded to the terms concerned for necessary action. She said. You can get customer feedback through focus groups like student in the University, digital channels like Instagram, Twitter, Youtube, texting.

In her conclusion, she stated that customer feedback can also come in written, oral formal and informal method.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 217 of the SERVICOM Help Desk Radio Programme

The Episode 217 of the SERVICOM help desk Radio programme held on the 6th of June 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio.

The N.C congratulated the New Spokes Man of the Nigerian Customs Service and said SERVICOM will further connect with them to add value and improve services for Nigerians. Due to much cases in the studio, she was not opportune to speak on service delivery topics.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 216 of the SERVICOM Help Desk Radio Programme

The Episode 216 of the SERVICOM help desk Radio programme held on the 23 of May 2023, the Public Awareness Manager, Mrs Henrietta  Okokon  was in the studio.

She responded to the issue of Regulations and casualization in the Banking sector and thanked the Brekete Family programme for given visibility to service delivery initiative across MDA’s in the Nation.

Mrs Henrietta added that the NDIC and CBN are the actual regulators of Banking Operation/Regulations in Nigeria; we will engage them and find a lasting solution to the issues raised.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 215 of the SERVICOM Help Desk Radio Programme.

The Episode 215 of the SERVICOM help desk Radio programme held on the 16 of May 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio and featured Nigerian Electricity Management Services Agency ( NEMSA)

Engr Ibrahim Haruna, Engr Usman Momoh , Engr Adeolu Tayo, Mrs Amah Maureen and Mrs Mildred Imoquede were all  teams  from NEMSA. Engr Ibrahim Haruna spoke on behalf of the Agency and said NEMSA was established to Police the Power industry to ensure that all technical standard and regulations are complied with for the safety of Life and  property  and We carry out technical inspection and Certification of all categories of Electrical Installations in Nigeria.

We make sure any Electrician carrying out installation of Electric Transformers and House Wiring are Certified and Qualified for that purpose before it is commissioned, Engr Ibrahim said. He adviced the general public that any electrician coming for installation in their Houses must be NEMSA Certified and this can be confirmed from our website which has all the list of Certified  electrician in the Country, he added.

When a Government organisation wants to issue out a contract regarding Electricity project, they must confirm if that company has NEMSA Certification while doing their Bidding process. For Metering, our role is to test the integrity of the Metre, Engr Ibrahim said. He further advised citizens to check their metres at home, if they don’t see NEMSA stamp on it that means it has not gone through their Certification and it can be said to be a fake metre.

Engr Usman  Momoh  said they also inspect cable lines,electrical accidents and look out for damaged or worn-out  electrical installations and Network Monitoring, he further gave out there social media handles and phone number as follows; info@nemsa.gov.ng , 07068681566.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 214 of the SERVICOM Help Desk Radio Programme

The Episode 214 of the SERVICOM help desk Radio programme held on the 09 of May 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio.

However, due to pressing issues in the studio they could not speak to the citizens on service delivery issues.

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 213 of the SERVICOM Help Desk Radio Programme

The Episode 213 of the SERVICOM help desk Radio programme held on the 2nd of May 2023, the National Coordinator, Mrs  Nnenna  Akajemeli   was in the studio.

The N.C spoke on the Topic ‘’Disengagement and the feedback that comes From  it’’ she said feed and updates are crucial aspect of service delivery as this will help to measure the satisfaction level of the customers that came to take service and this will lead to great patronage of the organisation

The N.C urged citizens to look out for contact numbers when they are not satisfied and reach out to SERVICOM, She added that the SERVICOM Office calls Nodal Officers to give Quarterly Report on their activities and how they improve services in their  MDA’s , this Report will be forwarded to their CEO’s after an objective scoring with evidence to see the level of  their service delivery performance and ways of improving it.

Feedback helps an organisation gain trust and increase in visibility, the NC said. SERVICOM collects feedback from internal officers to ensure they are treated right and positioned to deliver service and this will lead to service improvement in the various Ministries Department and Agencies of Government.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Creating A Culture Of Accountability For Service Delivery In Government Ministries, Departments, And Agencies

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.

The Role of Technology in Improving Service Delivery in Government Ministries, Departments, and Agencies

Technology has transformed the way we live and work, and government organizations are no exception. In this post, we will look at how technology can help government Ministries, Departments, and Agencies improve service delivery (MDAs).

Introduction

The delivery of services to citizens is a crucial function of government organizations, and technology has the potential to significantly enhance this function. Technology can assist governmental organizations in becoming more effective, efficient, and receptive to the needs of the public, from e-government services to the automation of processes.

The role of technology in improving service delivery

Making it simpler for citizens to access services is one of the key ways technology can improve service delivery in government organizations. Citizens can access government services from anywhere and at any time thanks to e-government services like online portals and mobile apps. Citizens who live in rural areas or who have accessibility or mobility issues may find this to be especially helpful.

Government agencies can automate procedures with the aid of technology, which can result in significant cost savings and increased productivity. Processes like data entry, document management, and workflow management can all be automated to significantly cut down on the time and resources needed to deliver services.

Technology can also assist government agencies in better understanding the needs and preferences of the general public. MDAs can learn a great deal about the services that citizens use most frequently and the areas where improvements are required by analyzing data gathered through e-government services. This can aid in decision-making and raise the general caliber of the services offered.

Conclusion

In conclusion, technology is crucial to enhancing the quality of service provided by government agencies. Technology can help government organizations be more effective, efficient, and responsive to the needs of citizens by facilitating citizen access to services, automating procedures, and offering insightful data on citizens’ needs and wants.