SERVICOM UNIT

ESTABLISHMENT

The Federal Executive Council resolved that Minister Servicom Unit(MSU) are to be established. A direction to that effect was issued by the SGF, Chief Ufot Ekaette. on 21st March, 2004

SERVICOM IS BORN

Concluding the Special Presidential Retreat On Service Delivery in Nigeria, the President and the Ministers entered into a SERVICE COMPACT WITH ALL NIGERIANS (SERVICOM)

The Compact’s core provision says:

“We dedicate ourselves to providing the basic Servicom to which citizens are entitled, timely, fairly, honestly, effectively and transparently”

By SERVICOM, it was agreed that all Ministries, Parastatals and Agencies and all other Government Departments will prepare and publish, not later than the FIRST DAY OF JULY 2004, SERVICOM CHARTERS.

Whose provisions will include:

·       Quality services designed around customers requirement;

·       Set out citizens ‘entitlements in ways they can readily understand;

·       List of fees payable and prohibit illegal demands;

·       Commitment to provision of services within realistic time-frames;

·       Specify officials to whom complaints may be addressed;

·       Publish these details in conspicuous places accessible to the public;

·       Conduct and publish surveys of customer satisfaction.

THE SERVICOM OFFICE:

Established within the President to operationalise Government commitment under SERVICOM:

·       Coordinate formulation and operation of Servicom Charters

·       Monitors and reports progress and performance under Servicom Obligation

·       Carry out survey of services and customers satisfaction.

WHAT SERVICOM MEANS TO THE CITIZEN:

1.        SERVICOM Principles

Awareness that all officials are all committed to servicom principles, namely:

·       Affirmation of commitment to the service of the Nigeria nation

·       Conviction that Nigeria can only realize its full potential if citizens receive prompt and efficient services from the State

·       Consideration for the needs and rights of all Nigerians to enjoy social and economic advancement

·       Dedication to deliver services to which citizens are entitled, timely fairly honestly, effectively and transparently.

2.        SERVICOM CHARTERS:

SERVICOM CHARTERS are the operational day-to-day implementation of SERVICOM CHARTERS are promises upon which customer:

·       Can expect quality Service Delivery

·       Demand their rights to good service

·       Have recourse when service delivery fails

·       Are actively involved in the Service Delivery Programme

·       A good Servicom Charter should promises to break the twin evils of corruption and inefficiency.

3.        SERVICOM is the Engine for Service Delivery Programme

It is mounted on the imperative to change the system of service delivery

It is driven by:

·       Government’s commitment to deliver service

·       Citizens’ expectation of service delivery.

4.        NO EXCUSES!

Popular Excuse:  Poor service is innate to the Nigerian society, therefore impossible to correct.

Mr President:

            “This is treating the problem as an excuse for not dealing with it. We will not accept any excuses. All excuses are part of the problem”

Popular Excuse: ‘it is the system’

·     The system is not out there’

·     The system is part of every Nigerian

·     Every Nigerian is part of the system.

Experience of bad service services means:

·       Someone has done what should not be done

·       Or, someone has left undone what should have been done.

Experience of bad service is universal:

·       Everyone has been a victim

·       For every victim there is a culprit

·       What goes round comes round!

5.        SERVICE DELIVERY AS A SUBJECT OF NATIONAL DISCOURSE

Let citizens talk about service delivery;

Let citizens act:

·       Failure of service indicts citizens and the society

·       It is by the actions of citizens that services is ruined

·       It is by the actions of citizens that service delivery can improve

·       All Nigerians lose with bad service delivery

·       All Nigerians will from quality service delivery.

THE SERVICOM INDEX

·       A yardstick for measuring the quality of service as delivered by Government through its various Ministries, departments, parastatals and agencies.

·       The result of rigorous assessment for SERVICOM Compliance Evaluation of Service Frontlines within Ministries and Parastatals.

SERVICOM INDEX is predicated on the facts that:

·       The ultimate purpose of governance is to serve the citizens

·       Citizens have the right to be served right

·       Service is well delivered only when the citizens are satisfied

·       The Federal Government’s commitment to the provisions of Servicom (Service Compact With All Nigerians) as a programme to improve service delivery throughout the country.

How Servicom Index is calculated:

1.        The Servicom Office compiles the Service profile of all Ministries by working through ministerial organograms.

2.        The Service Profile is broken down into Service Frontlines, i.e. A point where service is being delivered with clear identification of:

·       Service- What service is being rendered?

·       Clientele – To whom is service being rendered?

A Service Frontline is either

·       Intra-Ministrial – serving other departments within the same Ministry

·       Inter-Ministrial – serving other Ministries, OR

·       Public-serving the general public

3.        Each Service Frontline is evaluated and scored on the basis of criteria detailed on FORM SCOM.

SERVICOM COMPLIANCE EVALUATION:

Customer Satisfaction is the overriding consideration of service delivery. Extensive research, consultations and surveys have shown that customer satisfaction is broadly driven by the following:

Each of these Drivers is composed of Critical Elements.

Each Critical Element is made up of number Criteria which are scored for Servicom Compliance.

The total score for each Critical Element is entered and the overall score for the Driver calculated.

A summary of scores, at the end of the FORM SCOM, is used to calculate the Servicom Index for the organization.

Scoring for each Criteria ranges from 4 to 0:

*8.      All aspects of the these Criteria are covered

*3.      Most aspects are covered but more could be done

*2       Some important aspects are not covered and there is a lot more to be done to be done to satisfy the requirements of these criteria

*1       Very little has been done to satisfy the requirement

*0       Nothing has been done

The quality of service provided b an organization is a function of how well its scores satisfy the Critical Elements of the Drivers.

Evidence:

No Element can be scored above 0 without supporting evidence. Supporting evidence may be obtained from:

D.        Documents. e.g. Survey reports, Records of meetings, Business plans

C.        Discussions with Customers

S.         Discussions with Staff

P.        Discussions with Partners

O.        Observation. What the evaluator sees

R.        Research. e.g. Websites

The National Lottery Regulatory Commission through her leadership and management is focused on the drive to providing professional service and in addition drive the Lottery industry to great heights, by utilizing the provisions of Servicom as a tool to attain optimal performance of her staff, licensees and promotional permit holders.