Activate and Strengthen Public Service Delivery in Plateau State through SERVICOM (NGPLS0009)

Commitment ID

NGPLS0009

Commitment Title

Activation and strengthening of Public Service Delivery in Plateau state through SERVICOM (Service Compact with all Nigerians)

Problem

1. Poor Quality of Public Services

• Citizens sometimes experience inadequate, delayed, or inefficient public services in key sectors such as health, education, infrastructure, and social welfare.
• Complaints of unresponsive or absent service providers and lack of accountability.

2. Weak Institutional Accountability

• Public institutions might lack mechanisms for performance monitoring and service evaluation.
• Absence of clear service charters and performance benchmarks.

3. Low Public Trust in Government

• Erosion of public confidence in government institutions due to corruption, bureaucracy, or neglect.

4. Lack of Awareness of Citizen Rights

• Lack of platforms or processes to report grievances and follow up.

5. Poor Staff Motivation and Capacity

• Absence of regular training, incentives, or performance-based systems.

6. Limited Implementation of SERVICOM Principles

• While SERVICOM exists nationally, its principles may not be fully localised or implemented in Plateau State.
• Lack of operational SERVICOM units in Ministries, Departments, and Agencies (MDAs).

7. Inadequate Feedback and Redress Mechanisms

• Citizens may have no effective channels to lodge complaints or get redress for poor services

8. Policy Gaps and Implementation Lapses

• Disconnection between policy formulation and actual service delivery outcomes.
• Poor monitoring and evaluation frameworks.

Status quo

The current administration in Plateau state has taken steps to improve inter-agency and inter-ministerial coordination and interaction which has shown the potential of improving public service delivery through the re-activation of the SERVICOM desks.
The governor has also established the Strategy and Results Delivery Office to ensure an oversight and guidance on public policy engagements, thereby adding a layer of accountability for all Ministries, Departments and Agencies.
The appointment of a special assistant on efficiency is also perceived as a key action that is geared towards improving the effectiveness of government's feedback.

Action

Overall Objectives

1. Improve the Quality and Timeliness of Public Services
   • Ensure that citizens in Plateau State receive responsive, efficient, and standardised services across key sectors (health, education, etc.).
2. Institutionalise SERVICOM Principles in MDAs
   • Integrate SERVICOM units into the operations of all Ministries, Departments, and Agencies (MDAs) in Plateau State to enhance accountability and performance.
3. Enhance Citizen Engagement and Empowerment
   • Create mechanisms for citizens to give feedback, make complaints, and participate in service evaluation and reform.
4. Strengthen Monitoring and Evaluation of Service Delivery
   • Establish performance benchmarks and reporting systems to track service delivery improvements and challenges.

Expected Results include

• Functional SERVICOM Units in All MDAs
  • SERVICOM desks/units are established, staffed, and active in all key government institutions.
• Improved Public Satisfaction
  • Increased citizen satisfaction rates with government services due to improved efficiency and responsiveness.
• Reduction in Service Delivery Complaints
  • Decrease in the number and severity of public complaints about poor or delayed services.
• Strengthened Trust and Transparency
  • Enhanced citizen trust in government institutions and perceived legitimacy of public administration.

"

How will the commitment contribute to solving the public problem described above?

Addresses Poor Quality and Inefficiency of Services

• Introduces service standards and timelines through SERVICOM charters in all MDAs.
• Establishes a culture of responsiveness and accountability

Enhances Institutional Accountability

• Embeds SERVICOM units in every MDA to monitor, evaluate, and report on service performance.
• Introduces a performance management system with regular audits and citizen scorecards.

Empowers Citizens to Demand Better Services

• Creates platforms for citizen feedback, complaints, and engagement.
• Promotes awareness campaigns on citizens’ rights to quality services under SERVICOM.

Builds Capacity of Public Servants

• Conducts training for government staff on SERVICOM principles, ethics, and customer service.
• Encourages attitudinal change and professional service culture.

 Introduces Data-Driven Decision Making

• Uses feedback, complaints data, and service delivery assessments to inform government reforms and policies.

Restores Public Trust in Government

• Demonstrates the government’s commitment to transparency, accountability, and service excellence.
• Provides redress when services fail, showing responsiveness to public concerns.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

Activation and Strengthening of Public Service Delivery in Plateau State through SERVICOM” aligns with Plateau State’s Open Government Partnership (OGP) Strategy and its long-term goals of entrenching a culture of transparency, accountability, and inclusive citizen participation in governance, while improving public service delivery and restoring trust in government institutions.""How This Commitment Aligns with Plateau State’s OGP Goals

1. Transparency in Governance: By institutionalizing SERVICOM charters and publicizing service standards, citizens will know what services to expect, from whom, and within what timeframes which will promote open access to service delivery information across MDAs.
2. Accountability and Performance Monitoring: SERVICOM units will serve as internal accountability systems, monitoring performance and responding to grievances, fulfilling the OGP principle of holding public officials and institutions accountable through clear roles and standards.
3. Citizen Participation and Voice: Citizens will be involved in reporting service failures, providing feedback, and evaluating services, thereby advancing Plateau State’s objective of empowering citizens to co-create solutions and monitor government performance.
4. Restoring Public Trust: With more responsive services, accessible redress systems, and citizen feedback loops, trust in government institutions will increase.

Primary Policy Area

Fiscal Openness, Inclusion, Regulatory Governance, Social Accountability, Other/NA

Primary Sector

Cross-sectoral, Education, Public Services (general), Science & Technology, Security and Public Safety, Water, Sanitation, and Hygiene

What OGP value is this commitment relevant to?