The Acting National Coordinator and Chief Executive Officer of SERVICOM, Mrs. Helen Lawal, has charged the Federal Ministry of Budget and Economic Planning (FMBEP) to elevate its commitment to citizen-focused governance, declaring that all service delivery efforts must crown customers as kings. She stressed that public institutions existed solely to serve the populace with utmost dedication and integrity. Consequently, repositioning public sector operations remained a vital prerequisite for achieving sustainable national growth and development.
Mrs. Lawal made the call during an official courtesy visit to the Permanent Secretary of the Ministry on 21st October, 2026 in Abuja. Emphasising that “public service serves as the primary contact citizens have with the government”, she noted that “governance quality is directly determined by service delivery.” This “critical interaction highlights the pressing need for Ministries, Departments, and Agencies to continuously evaluate their operational outputs.” Ultimately, bridging the gap between citizen expectations and actual service delivery will restore public trust in government institutions.
The high-level engagement brought together key institutional leaders, including the Permanent Secretary of the Ministry, Mrs. Deborah Odoh, and the Deputy Director of Reform Coordination and Service Improvement, Mrs. Elizabeth Akpan as well as Directors in the Ministry. Discussions centered on reviewing the Ministry’s 2025 service delivery scorecard, bolstering support for the Ministerial SERVICOM Unit, finalising the Service Charter, and expanding staff training. Both leadership teams recognised that tackling these fundamental areas was essential for institutional transformation. Such collaborative frameworks would ensure that administrative policies translate into tangible benefits for the ordinary citizen.
Mrs. Lawal highlighted key operational gaps, including work-plan execution and limited staff sensitisation. She urged management to provide adequate resources for compliance visits and fast-track the completion of the Ministry’s Service Charter to streamline responsibilities and manage stakeholder expectations. Addressing these challenges would significantly eliminate bureaucratic bottlenecks and improve overall operational efficiency. Furthermore, targeted resource allocation would guarantee that compliance monitoring teams could effectively reach remote parastatals and agencies.
Responding, Permanent Secretary Mrs. Deborah Odoh welcomed the delegation on behalf of the Honourable Minister of Budget and Economic Planning, Senator Abubakar Atiku Bagudu, and the Honourable Minister of State, Dr. Doris Uzoka-Anite. She affirmed that the “visit provided a timely opportunity to strengthen collaboration and align the Ministry’s core mandate with transparent, citizen-centered principles.” She reiterated management’s unwavering resolve to address identified shortcomings through proactive administrative measures. This cooperative stance demonstrated the Ministry’s readiness to embrace accountability at all operational levels.
Echoing this stance, Deputy Director Reform Coordination and Service Improvement, Mrs. Elizabeth Akpan noted that the Ministry viewed “SERVICOM not merely as a compliance tool, but as a vital partner in driving institutional reform, efficiency, and professionalism across all departments.” She emphasised that “nurturing a service-oriented culture requires sustained internal advocacy and cross-departmental cooperation.” These shared values form the bedrock upon which long-term administrative excellence can be successfully built.
To build on these commitments, Mrs. Lawal advocated for participation of SERVICOM desk officers in targeted training programmes organised by the SERVICOM Institute. She noted that “continuous capacity-building in customer care, complaints management, and performance tracking remains essential to equipping staff with the right skills and professional mindset.” Equipping personnel with modern service delivery techniques directly minimises friction points in public interactions and that “Investing in human capital guarantees that public servants remain responsive to evolving citizen demands.”
PIX III: Ag. National Coordinator/CEO of the SERVICOM Office, Mrs. Helen Lawal delivering the Keynote Address during her official courtesy visit to the Ministry on 2stt October, 2026 in Abuja.
Furthermore, the SERVICOM chief proposed that the Ministerial SERVICOM Committee convene at least once every month to actively share service delivery experiences across all departments and units. She also encouraged the Ministry to partner closely with the SERVICOM Office in monitoring federal government priority projects domiciled within the Ministry. She added that “regular committee sessions foster internal peer review and prompt identification of emerging service bottlenecks.” “This proactive oversight ensures that project execution aligns seamlessly with national development objectives.” She Highlighted.
The engagement concluded with a shared resolution to synergise citizen feedback mechanisms, linking the Ministry’s EYEMARK platform with the SERVICOM E-Citizen Feedback Platform. Both parties agreed that these strategic adjustments will successfully reposition the Ministry to serve citizens transparently, efficiently, and effectively. They also agreed that “harnessing digital feedback channels will empower citizens to actively participate in evaluating public projects.” Ultimately, this synergy would mark a significant milestone in Nigeria’s journey toward total public service transformation.
Aderemi Ajibola Adelabu anipr
Public Awareness Manager
SERVICOM Office, Presidency
