Institutionalization of SERVICOM Operations (NG0040)

Brief Description of Commitment: The commitment is aimed at strengthening and institutionalizing the operational capacity of SERVICOM to enforce strict compliance to service charters for all MDAs and SERVICOM's reporting mechanism.

General Problem / Challenge Addressed by the Commitment: SERVICOM currently has very little statutory powers to enforce compliance with public service rules and regulations. The lack of a SERVICOM law makes the articulation and implementation of existing Service Charters ineffective. While work has commenced in advocating the passage of a bill for an act to establish and institutionalize SERVICOM, there is a need to build on existing efforts to achieve a legal framework.

Specific OGP Issue(s) in Focus: The SERVICOM law will provide the legal framework to ensure the responsiveness of government through strict compliance with service charters by MDAs. It will also contain a mandatory reporting requirement for MDAs to make periodic reports to SERVICOM.

Rationale for the Commitment: For SERVICOM to have the legal backing to sanction public servants and public organisations who do not comply with the laid down requirements of providing the public with qualitative services, in line with published service charters.

Main Objective: To provide SERVICOM with the legal framework to serve as a statutory body with the responsibility of tracking/monitoring and supporting quality service delivery. Anticipated Impact: Improved legal framework to enforce compliance towards improving satisfaction and access to public services and goods by the citizens.

Expected Outcomes Milestones (Performance Indicators)

1. SERVICOM i s empowe r ed to monitor and ensure compliance with Service Charter standards and contribute to improved delivery of public goods and services by all MDAs Percentage of MDAs who comply with SERVICOM's mandatory reporting requirements.

2. MDAs are mandated to provide responsive, efcient and effective service to the public 1. Percentage of MDAs that comply with service standards 2. Numbers of feedback received from citizens 3. Response of MDAs to citizens within agreed timeline

Planned Activities Start Date End Date Expected Output(s) Output Indicator(s)

1. Passage and assent of national SERVICOM Bill into Law. January 2023 January 2025 Passage of the National SERVICOM Bill into law b y t h e N a t i o n a l Assembly. SERVICOM Bill passed into law and signed by the President.

2. Convene a Stakeholder dialogue forum with State actors, Citizens, Citizens Groups, CSOs, media and vulnerable persons on the draft SERVICOM National Policy for validation and adoption January 2023 January 2025 An established CoP/ policy dialogue forum for Permanent Secretaries of MDAs to steer the development/ enactment of legal, legislative or executive instruments convened. Number of CoP/Policy dialogue forums held for the Permanent Secretaries of Federal MDAs to steer the development/ enactment of legal, legislative or executive instruments

3. Monitoring and reporting compliance with Service Charter in 7 pilot MDAs. January 2023 January 2025 Increased number of MDAs adhering to SERVICOM charter Number of MDAs reporting compliance in accordance with service charter

4. Deploy citizens/ customer satisfaction survey in 7 pilot MDAs to assess level of compliance with the Service Charter. January 2023 January 2025 Improved citizens/ customer satisfaction with Government services in line with SERVICOM charter Number of citizens/ customer satisfaction surveys conducted to assess level of compliance with service charter in MDAs

5. Conduct High-level Advocacy for a d o p t i o n o f S E R V I C O M a n d compact/social contract at Subnational levels January 2023 January 2025 Advocate for adoption of SERVICOM at the sub-national level 1. N u m b e r o f h i g h - l e v e l Advocacies held at the subnational level to adopt SERVICOM and social contract 2. Number of States that sign the compacts/social contracts towards the adoption of SERVICOM