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QUALITY SKILLS CONSULT
PRESENTS
A-3 DAY WORKSHOP ON
TRANFORMATIONAL SERVICE DELIVERYIN THE PUBLIC SERVICE
FOR
STAFF OF COURT OF APPEAL
YOU ARE WELCOME
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TRANSFORMATIONAL SERVICE
OF OUR DREAM
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CONCEPT OF A SERVICE
PROCESS INPUT
PROCESS
OUTPUT
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PROCESS MEASUREMENT
Measurement needs to be done at three points inthe process
OutputProcess
Input
Effectiveness Measures talk about meetingcustomer requirements.
Efficiency measures talk about optimumutilization of the resources
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SERVICE QUALITY ATTRIBUTES
Tangibles
Reliability
Responsiveness
Competence
Courtesy
Credibility
Security
Access
Communication
Understanding the customer
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PUBLIC SERVICE ISSUES AND
CHALLENGES
Increasing customer expectations, needs and aspirations
Increasing expectations from stakeholders and government leaders
Quality improvements and enhancement programmes
Handling of public grievances
Sensitive to publics needs
The need for maintenance culture
Improving customer service systems
Adherence to procedures Improving performance and efficiency levels
Inculcating of Noble Values
Human resource Management
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CUSTOMER DISSASTISFACTION WHICH
COULD ERODE SERVICE DELIVERY
Counter service personnel being rude and unfriendly
Service delivered not according to promises
Waiting period too long Work process not customer friendly
Office environment not conducive and with too manycustomers
Office preparedness not systematiclocation of counterservice
Office too far from public transport
Agencies information not updated.
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FACTORS ATTRIBUTING FOR THE
INCREASE IN CUSTOMER
EXPECTATIONS Acceleration of physical development where
various Infrastructure facilities provided bygovernment have changed customers needs
Increase in transmission of knowledge andinformation amongst clients and the public
The willingness of government to promisedelivering of high quality services
The increase in the level of education amongstthe workforce and clients and the understandingof their roles as tax payers.
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CITIZENS EXPECTATIONS
Need specific citizen centered services
Accessible services with user friendly access
points Efficient services in terms of time, procedures
and communication
Result oriented services that focus on outcome More transparent and accountable service
delivery
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EQUITY
The focus would be on the poor and other
disadvantaged groups who would be given themost favoured treatment not only through easy
access but also through deliberate outreach.Equity also envisages affirmative action and
positive indiscrimination in favour of the
disadvantaged
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INCLUSIVENESS
Not all people can access services in their present
status. So the policy would provide for consciousreaching out to include the marginalised in the
spirit of unto the last.
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RIGHT TO SERVICE DELIVERY
Quality service delivery should be recognised as
a right of a citizen. Towards this end, a legislativeframework for enforcement of this right would be
developed through experience gained in the firstfew years of the implementation of the policy.
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FAIRNESS
There would be a conscious attempt in achieving
fairness in providing services. The principle offirst-come-first-served would be
followed in all cases. Wherever exceptions are
made they would be in favour of the poor anddisadvantaged through a well-published due
process.
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RESPONSIVENESS
The service delivery interface between the
citizens and the state has to be made sensitive tocitizen needs.
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RATIONALITY
All decisions of service delivery would be taken
on the basis of facts and data. Measurementswould be against base lines, wherever possible
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EFFICIENCY
The cost of service would be continuously
monitored to optimize resource use and to avoidwaste
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EFFECTIVENESS
It should bring about desired outcomes and make
a significant difference to peoples lives in theways envisaged in the policy
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TRANSPARENCY
The whole process would be transparent. The
citizens will have the right to know the standardsexpected to be achieved, the cost of service,
identity of service providers, outputs and theoutcomes achieved.
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ACCOUNTABILITY
Service providers would be accountable not only to theGovernment but also to the citizens. Therefore,accountability should be clearly defined to specify:
The agency which makes the implementation (e.g. StateGovernment)
The agency which provides the service (e.g. departmentsand institutions)
The beneficiaries of the services
The relationship between them (i.e. State Government,departments / institutions and the beneficiaries
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GRIEVANCE REDRESSAL
There would be a well-defined system for
redressing grievances of those who aredissatisfied with service delivery
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CONTINUOUS IMPROVEMENT
Continuous improvement of methods, processes
and standards would be put into practice. Thiswill be achieved through a process of
modernisation based on adoption of e-governancetools, emphasis on simplification of rules,reducing redundant multiple levels in decision
making and greater delegation of authority tolevels that actually deliver public services.
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CHANGING ATTITUDES AND
IMPROVING SKILLS The whole process would be backed by capacity
building efforts to upgrade skills, change attitudesand improve performance.
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CONVERGENCE
Wherever required convergence of services
would be attempted to enhance impact facilitatinghorizontal and vertical linkages. This would be
achieved through better planning and alsothrough a demand led process
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SUSTAINABILITY
The service delivery improvements would be
made sustainable by linking them with theplanning and budgetary process
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HOLISTIC APPROACH
When improvements in service delivery are
designed, the modes and procedures would beappraised in full even going into their raison
dtre to facilitate administrative processreengineering.
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RECAP.
END OF DAY ONE
? ? ? ? ? ?
THANK YOU ALL
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SERVICOM
SERVICOM is an acronym for Service Compact. It
is a Governments service delivery initiative toensure effectiveness and efficiency in service
delivery procedures and processes to citizensthrough its public offices (MDAs) in a transparentmanner.
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FORMATION OF SERVICOM
June 2003:
Former President, Olusegun Obasanjo declared:Nigerians have been too long been feeling short-
changed by the quality of public service. Ourpublic offices have for too long been showcasesfor
the combined evils of inefficiency and corruption,whilst being impediments
to effective implementation of governmentpolicies. Nigerians deserve better. We will ensure
they get what is better!
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February 2004:
The report Service Delivery in Nigeria; A
Roadmap was published.21stMarch, 2004:
a special Presidential Retreat deliberated on theReport. Where the President and Ministersentered into a SERVICE COMPACT WITH ALL
NIGERIANS (SERVICOM).
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SCOPE OF SERVICOMSERVICOM fully covers a scope
that embraces effective and efficient
service delivery in a transparentmanner, taking into considerationcitizens rights and entitlements.
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AIMS AND OBJECTIVES OF
SERVICOM
The singular objective of SERVICOM was to
meet the challenge of nationwide service failureas depicted in the diagnostic survey, Service
Delivery in Nigeria: A Roadmap.However, as the engine of the Federal
Governments service delivery initiative
SERVICOM was to:
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SERVICOM PRINCIPLES
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SERVICOM PRINCIPLES
SERVICOM is based on the principle of service delivery,
namely: Serve others as you would like to be served. We
call this the SERVICOM Golden Rule.All government departments are now committed to these
principles; and
* Affirmation of commitment to the service of Nigerian
nation.
* Conviction that Nigeria can only realise 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 quality services to which all citizens
are entitled in timely, fair, honest, effective and transparent
manner.
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FUNCTIONS OF SERVICOM
* To spearhead the Ministrys Extra-Ministerial
* Departments or parastatals service Delivery Initiativethrough SERVICOM compliance.
* To produce, review and monitor performance in charters
from the Ministry and its parastatals.
* To manage the Ministrys customer Relations Policy
including providing opportunities for customer feedback on
services.* To institute a complaints procedure including Grievance
Redress Mechanism for the Ministry and its parastatals.
* To institute appropriate Market Research techniques in
identifying customer needs and expectations.
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To ensure the promotion of quality assurance and best
practices in the Ministrys performance of its functions.
* To provide a comprehensive and effective training policyfor frontline staff on customer relations and related matters.
* To disseminate best practices and other tips on service
delivery improvement.
* To serve as a link between the Ministry and SERVICOMoffice.
* To manage links with strategic partners and other
stakeholders on service delivery, market research, customer
relations, etc.
* To facilitate a safe and conducive working environment for
staff at all levels of service delivery.
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Simplicity: A charter is to be written in a simple
straight forward and plain language that both the staff
and customers will understand.* Realism: It should be realistic and achievable,
promising only what can be delivered. Do not promise
what you cannot provide or deliver in your charter.
* Content: A charter should constitute some
features, which when put together makes up a charter
as reflected below:
A. Introduction/Background:- Description about the Service
- The purpose of the charter
- To whom the charter is targeted
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B.Mission:
This is the mandate of the service provider,
indicating the expected service provision in broadterms.
C.Vision:
This is a statement of medium term or long term
goals for service provision and delivery.D.Details of Customers:
A comprehensive list of the customers.
E.Service Provision:
This is a statement of service provision to be
guaranteed as a right e.g to be provided with water
for 6 hours daily.
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F. Service delivery:
A statement of service delivery that customers
may expect e.g:Prompt and courteous treatment
To be provided with adequate information
To be consultedAttend to those with special needs
G. Monitoring and Publishing:
A commitment to monitor performance against
service standards and report regularly onperformance.
Take note and react to customer feedback
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H. Grievance Redress Mechanism:
An explanation of the complaints procedure:
How to complainWhom to complain to
Time limit for response
Action to be taken
Redress availableI Obligations/Expectations:
A statement of what the service requires from:
* Staff
* Management* Customers
* Government
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J. Implementation:
It is pertinent to take note of the following
in the process of implementing the charter of
your MDA/Organization:
* Train members of staff about their role andresponsibility in the implementation of the
charter.
* Delegate powers appropriately to members
of staff, to enable them discharge theirresponsibilities with the degree of efficiency,
effectiveness and timeliness.
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Fi ll SERVICOM ti i t t h
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Finally, SERVICOM as an executive instrument has
been propelled by the Federal Executive Councils
commitment entailed in the Governments service
delivery initiative. The considerably effective and
positive impact on MDAs has been largely due to
the authoritative directives of Council Resolutions
conveyed through relevant 14-service-widecirculars.
In summary, according to the Former President
Olusegun Obasanjo; Service is what we offer
ourselves for. And service is what the people areentitled to expect from us. This is what
SERVICOM is all about. You have the right to be
served right.
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ETHICS is equated with:
Good Governance: It requires us
to decide what is good.
Public Service Ethics: Requires
us to give quality service to the
public.
Standards, Rules, Morals -
ETHICS is the science of human
duty.
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ETHICS OF GOVERNANCE
Good Governance is characterized with:
Accountability
Transparency Participation
Non-Discrimination
Responsiveness
Poverty Alleviation
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Ethical Bases
RULES
RESULTS
RELATIONSHIPS TRADITION
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BASIC ETHICAL PRINCIPLE FORSERVICE DELIVERY
Anonymity:
Public servants are to remain anonymous;
their names should not be heard in public
connection with any government decision or
policy. Although senior public servants play vitalroles in helping the minister or commissioner of
their ministry to reach important decisions, it isthe latter that should be praised or blamed for
such decisions
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Political Neutrality
Public servants are to be apolitical in nature; they
are to be non-partisan. They are not allowed totake active part in politics. They cannot campaign
in political rallies or stand as candidates forelection. Any civil servant who wants to contestan election must first resign his appointment as a
matter of ethical consideration
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RULES as an Ethical Basis
Public Off ice is a Public Trust. Public Off icials
andemployees must at all times serve the
people with utmost responsibility, integrity,
loyalty and efficiency, act with patriotism andjustice, and lead modest lives.
Anti-Graft and Corrupt Practices:
Graft is defined as the acquisition of gain oradvantage by dishonest, unfair or sordid
means, especially through the use of ones
position or influence in politics, business, etc.
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CONTINUE.
Graft and corruption is an act or
omission involving breach of the rules of
decency, honesty and efficiency, for the
purpose of obtaining undue advantage at
the expense of the government-owned
resources. In our legal system, graft and
corruption is basically a crime.
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CORRUPTION
Corruption is an act done with an intent
to give some advantage inconsistent with
official duty and the rights of others. It
includes bribery, but it is more
comprehensive, because an act may be
corruptly done through the advantage to
be delivered from it be not offered byanother.
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Continues
Engaging in the private practice of his profession
unless authorized by the Constitution, law orregulation, provided that such practice will not
conflict or tend to conflict with his officialsfunctions.
Recommending any person to any position in a
private enterprise which has a regular or pendingofficial transaction with his office.
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UNLAWFUL ACTS
GRAFT AND CORRUPTION
MALVERSATION
PECULIARY INTEREST CONFLICT OF INTEREST
NEPOTISM
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UNETHICAL BEHAVIOUR
.is not necessarily illegal but neverthelessis contrary to what is RIGHT and doing
WHAT IS NOT RIGHT
Disservice to the Government and the
People
Bad Image of the Government
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Unethical Behaviors
WASTAGE OF OFFICE SUPPLIES AND
EQUIPMENT
Engaging in group discussion while clients arekept waiting
Too Much Texting During Office Hours
Reading newspaper during office hour
LOAFING
Improper or Inappropriate Attire
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CONTINUES..
CLOCK WATCHING
EXTENDED BREAK
GOING OUT OF THE OFFICE WITHOUTPERMISSION
Every officials of the government, even the mostmodest, has a job to perform and is as much induty bound to perform that job well as those
occupying higher positions.
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Factors that Influences Performance
Provision of Work Facilities
Friendly Work Environment
Capacity Building Cordial Relationship at Work
Informal Group/Team Building
Performance Appraisal
Promotion/Assurance of Rewards
Discipline/Punishment
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Factors that Limit Performance
Top Related