Workshop on Service Delivery

7/28/2019 Workshop on Service Delivery

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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

Workshop on Service Delivery

Documents

Transcript of Workshop on Service Delivery