The National Coordinator / CEO SERVICOM, Mrs. Nnenna has encouraged Nigerian citizens to rate performance of public services rendered by Ministries Departments and Agencies (MDAs) of Government through a feedback mechanism.
This advice was given by the National Coordinator during a paper presentation, titled “Policy Monitoring, Evaluation and Feedback, the SERVICOM Perspective “at the National Defence College, Nigeria, for Course 33 Participants during the week.
In her Paper Presentation, the SERVICOM boss highlighted that public’s trust in government policies and institutions depends on the continuous assessment of policy implementation, the evaluation of their effectiveness, and the feedback loops that allow for refinement and adjustment of these policies to serve citizens better .
SERVICOM she said, plays a pivotal role in guiding government agencies define service delivery standards in line with their mandate documented in charters of the various organizations.
These standards provide clear benchmarks against which policy implementation can be measured, she stated.
According to her, SERVICOM incorporates citizen feedback as a central part of its evaluation process.
This feedback, she said , is essential for understanding whether citizens perceive government services as effective and if their needs are being met at level of inclusivity.
Feedback mechanism she said, is a powerful tool that enables citizens to provide input on how well public services are being delivered. It serves as a mechanism for assessing the effectiveness of policies and driving improvements.
She hinted that, SERVICOM has set up various platforms for citizens to lodge complaints about poor service delivery. These platforms include online portals, toll-free hotlines, social media channels, and in-person complaint desks at government institutions.
Akajemeli explained that, complaints are recorded, investigated, and acted upon. They provide valuable information on the weaknesses of public services.
SERVICOM regularly conducts citizen satisfaction surveys and public consultations to gather feedback on the quality of services provided by government agencies, through her Quarterly Breakfast Meeting on Customer Service from Nodal Officers in various MDAs, she revealed.
She added that, these consultations enable citizens to share their experiences and suggest improvements in the delivery of services.
The Coordinator advised that with the advent of technology, SERVICOM has increasingly relied on digital tools to capture real-time feedback. Citizens can use mobile apps, websites, and social media to express their concerns and suggestions about government services.
SERVICOM she further stated, also encourages citizens to rate the performance of public services. This feedback is used to determine which areas need urgent attention and improvements in Public Service.
She further said that processes of Monitoring, Evaluation, and Feedback are interlinked, creating a comprehensive approach to policy improvement.
This integration is essential for achieving continuous improvement in public service delivery.
The Coordinator, called for Continuous Assessment and Monitoring which provides real-time data, evaluation assesses the overall effectiveness of policies, and feedback which helps make necessary adjustments where necessary.
This she said, creates a continuous cycle of improvement, where each component informs the others.
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Akajemeli recommended that government should strengthen the capacity of SERVICOM and other public institutions to conduct thorough monitoring and evaluation through trainings and improved resource allocation.
Government she said, should also Invest in robust data collection and management systems to ensure accurate and reliable monitoring and evaluation.
She also reiterated the importance of Increase public awareness campaigns to educate citizens on how they can engage in feedback processes, thereby ensuring that more people participate in monitoring and evaluation of MDAs services rendered.
In his welcome remarks, the Commandant, National Defence College Nigeria, Rear Admiral Olumuyiwa Oluto, commended the SERVICOM Office for her resilience, dedication and doggedness in driving the service delivery initiatives of the Federal Government of Nigeria.
He pledged his commitment and support in ensuring that service delivery processes and procedures meet up with the set standards in the National Defence College of Nigeria as stipulated by the mandate of the SERVICOM Office.
Signed
Henrietta Okokon
Assistant Director Information/ Public Relations
