AN ADDRESS OF THE HEAD OF THE CIVIL SERVICE OF THE FEDERATION, MRS. WINIFRED EKANEM OYO-ITA FCA, ON THE “INSTITUTIONALIZATION OF THE PRINCIPLES OF SERVICOM IN THE PUBLIC SERVICE TO ENHANCE EFFICIENT AND EFFECTIVE SERVICE DELIVERY” AT THE OPENING SESSION OF THE 1ST NATIONAL POLICY DIALOGUE ON STRATEGIES FOR IMPROVING SERVICE DELIVERY IN GOVERNMENT PARASTATALS, AGENCIES AND COMMISSIONS HELD ON 27TH – 28TH MARCH, 2017 AT THE STATE HOUSE CONFERENCE CENTRE (OLD BANQUET HALL ABUJA.)
PROTOCOLS
I feel highly honoured to be part of this august gathering as a Special Guest on this occasion of the 1st National Policy Dialogue on Service Delivery on Strategies for Improving Service Delivery in Government Parastatals, Agencies and Commission organized by the SERVICOM Office, Office of the Secretary to the Government of the Federation.
2. This distinguished audience would recall that His Excellency, President Muhammadu Buhari, GCFR, on 8th September, 2016 launched the “Change Begins With Me” campaign targeted at the re-awakening of the patriotic zeal and to instill discipline in Nigerians and which for the Service will translate to efficiency in service delivery. Barely a month ago, His Excellency, the Vice President in his capacity as the Acting President launched the “Strategy” of the Office of the Head of the Civil Service of the Federation which has as its focus a culture change programme in the public service through the evolution of a crop of “Efficient, Productive, Incorruptible and Citizen Centered” (EPIC) service. These flurry of activities with focus on service delivery in such a succession can only attest to the genuine concern of the current administration for efficient service delivery, particularly by the civil service wing of the Executive arm saddled with the onerous responsibility to formulate and implement policies and programmes of Government through which dividends of governance are delivered to the citizenry. I therefore wish to express sincere appreciation to the Organizing Committee under the able leadership of the Secretary to the Government of the Federation and Chief Host of the occasion for the opportunity given me to address the opening session on the institutionalization of the principles of SERVICOM in the public service to enhance efficient and effective service delivery.
3. As can be recalled, the conception of the Service Compact with all Nigerians (SERVICOM) at the dawn of the return to democratic governance in 2003 was borne out of the need to ensure that the citizen are rendered quality and efficient service to which they are entitled. This concern of government was aptly captured in the remarks of the former President Chief Olusegun Obasanjo GCFR in June, 2003 when he said “Nigerians have for long been feeling short-changed by the quality of public service. Our public offices have for too long been showcases for the combined evils of inefficiency and corruption, whilst being impediments to effective implementation of government policies. Nigerians deserve better. We will ensure they get what is better”.
4. This prompting, through the instrumentality of SERVICOM was a call for a complete paradigm shift from the malaise that had hitherto plagued service delivery in the public sector to what it ought to be; a dedication and commitment to serve. In this regard, five basic principles of SERVICOM were enunciated which public office holders must at all times seek to pursue as follows:
i. Conviction: that Nigeria can only realize its full potential if citizens received prompt and efficient services from the State;
ii. Renewal: of commitment to the service of the Nigerian Nation;
iii. Consideration: for the needs and rights of all Nigerians to enjoy social and economic advancement;
iv. Avowal: to deliver quality services based upon the needs of citizens; and
v. Dedication: to providing the basic services to which each citizen is entitled in a timely, fair honest, effective and transparent manner.
5. In the demonstration of a strong commitment to this initiative of Government, the resolution of the Federal Executive Council on the framework for the institutionalization of SERVICOM through establishment in all MDAs of Ministerial SERVICOM Units (MSUs) to be headed by a Deputy Director who would serve as the Nodal Officer was immediately implemented. In months and years that followed, the wind of SERVICOM blew across the length and breadth of the Service with MDAs establishing SERVICOM Desks, developed Service Charters, Mission and Vision Statements, customers’ compliant boxes mounted and series of enlightenment campaigns undertaken. Today, we can boast of MDAs having SERVICOM charters in line with their respective mandates, we can also boast of having dedicated SERVICOM offices with its staff compliments and to a certain extent we as well boast of having budgets for activities of MSUs. Indeed it can be argued the necessary basic material, financial and human resources necessary for the actualization of SERVICOM principles were provided.
6. With the passage of time, funding challenge across the service and declining political will, the euphoria of SERVICOM commenced a downward descent from where it is now set to recover. The question remains, to what extent has the guiding principles of SERVICOM been enshrined in our psyche as public officers? To what extent have we imbibed the SERVICOM concept as our watchword and its principles as ethos of our profession?
7. The foregoing revealed that the braggadocio and mundane activities referred to above, while they are necessary, the institutionalization of SERVICOM indeed transcends those efforts.
8. How best then can SERVICOM principles be institutionalized in our body polity? It is apposite at this juncture to examine in greater detail the concept “institutionalization”. The BusinessDictionary, an online publication defines institutionalization as “a process which translates an organization’s code of conduct, mission, policies, vision, and strategic plans into action guidelines applicable to the daily activities of its workforce. By this definition, institutionalization focuses not only on the framework but more on members of the organization. It aims at integrating fundamental values and objectives into the organization’s culture. It entails a targeted programme of culture change and a re-orientation of members of that organization to achieve the desired outcome. It is from this perspective, that the initiative of this administration to address the value orientation of Nigerians through the “Change Begins With Me” philosophy, a focus on individual and collective actions becomes imperative for an enduring institutionalization of the SERVICOM ideals.
9. It is also my belief that the successful institutionalization of the principles of SERVICOM requires a collective effort from all stakeholders. To this end, the convening of this National Policy Dialogue, will in no small measure contribute to the process.
10. On the part of the Federal Civil Service under my stewardship, we have embraced a “Strategy” for the Service founded on a new ethos couched in the acronym EPIC, which implies a Civil Service and a Civil Servant that is “Efficient, Productive, Incorruptible and Citizen-Centred (EPIC). The Strategy document launched on behalf of His Excellency, President Muhammadu Buhari, GCFR on the 28th February, 2017 is anchored on four (4) Goals/Pillars, a set of eighteen (18) clearly defined objectives, 29 initiatives and 157 measurable activities with expected achievement targets, KPI and M&E components.
11. Indeed, the first of the four goals of the Strategy document has as its focus to “Develop and institutionalize an Efficient, Productive, Incorruptible and Citizen-Centred (EPIC) culture in the Civil Service”. The attainment of this EPIC culture goal is to be realized in part through a targeted programme of culture change leveraging on the national aspiration for change and a targeted programme of change for the service that emphasizes strict adherence to rules, regulations and the internalization of the codes and tenets of SERVICOM. To achieve our objective of SERVICOM transformation for citizen-centred service, the Strategy document came up with 5 time-bound activities running through 2017-2019 starting with an assessment of the current status of SERVICOM to the embedment of SERVICOM into service-wide processes, with a provision for monitoring and evaluation of the impact. Key Performance Indicators (KPIs) have been identified for each activity to enable us assess their impact and review our progress along the line.
Institutionalization of Servicom in the Public Service to Enhance Efficient and Effective Service Delivery.
12. Distinguished ladies and gentlemen, the institutionalization of SERVICOM in the current dispensation has adopted multi-faceted strategies informed by the appreciation that there is no single solution to a problem.
13. At the national level, the “Change Begins With Me” philosophy is to appeal to the national consciousness of all citizens either as service providers or clienteles, to renew our commitment and patriotic zeal and discipline. At the civil service level, the EPIC ethos has its focus on entrenching a culture change paradigm which has amongst its drivers the propagation and internalization of SERVICOM principles and tenets.
14. I therefore have the pleasure to note that implementation of the EPIC strategy launched on 28th February, 2017 has commenced in earnest. Consequently, the Office of the Head of the Civil Service of the Federation will embark on multiple engagements with the SERVICOM Office in this direction.
15. Your Excellences, distinguished Ladies and Gentlemen, the turnout at this discourse is a testimony to our collective interest and commitment to the development of public Service in Nigeria. Given our wide and rich experience, I have no doubt that the outcome of this discourse will move the Public Service in Nigeria to an enviable height. I therefore urge you to be forthright with your contributions during the deliberations at the plenary.
16. Finally, I wish to thank you all once again for your participation and interest in the efficient service delivery at all levels. I sincerely hope that we have very fruitful and rewarding deliberations.
17. God bless you all.
Mrs Winifred Ekanem Oyo-Ita, FCA
Head of the Civil Service of the Federation
References:
1. SERVICOM, 2006: The Service Compact with All Nigerian Book.
2. Mrs Winifred Ekanem Oyo-Ita, FCA, 2015: Strategy Document of the Office of the Head of Civil Service of the Federation.
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