SERVICOM BEGINS EVALUATION OF MDAS SERVICE DELIVERY
ABOUT 84 SERVICOM Units of various Ministries, Departments and Agencies (MDAs) are undergoing evaluation by the SERVICOM Office in the Presidency to ascertain their functionality and effectiveness in improving service delivery in their establishments.
Ministerial SERVICOM Units are established in all MDAs to implement the Service Delivery Initiative of the Federal Government under the supervision of the SERVICOM Office in the Presidency.
The on-going Ministerial SERVICOM Unit (MSU) evaluation process allows the SERVICOM office to assess the level of performance of its units and their compliance to directives by the Federal Government on the Service Delivery Initiative as contained in the government circular of March 2005. The government by the circular, directed MDAs to mandatorily establish a functional MSU.
The evaluation will also disclose service delivery challenges confronting the SERVICOM Units, besides identifying possible areas of improvement in order to ensure that satisfactory services are provided by government offices.
Going by SERVICOM standards, the Service Charter of MDAs should contain, among other things, the vision and mission statements of organisations and the specific services provided. Such charters are expected to be displayed at all service frontlines for the benefit of all citizens and other service takers.
Directional signs are also expected to be provided at reception areas of MDAs, just as names and telephone numbers of Complaint Desk Officers are expected to be publicised at all service frontlines, to enable dissatisfied service takers lodge their complaints timely.
The Acting Chief SERVICOM Officer, Mrs. Nnenna Akajemeli, has confirmed that reports of the evaluation would be conveyed to Management of each evaluated unit four weeks after the evaluation exercise is concluded, after which it would be made public.
She explained that Operation staffers in the SERVICOM Office are now on the field evaluating SERVICOM Units in all ministries, as well as in some parastatals that have their headquarters in Abuja.