SERVICOM Dialogue: Good Governance Is Measured By Effective Service Delivery, Says SGF

BEING A KEYNOTE ADDRESS DELIVERED BY THE SECRETARY TO THE GOVERNMENT OF THE FEDERATION ENGR. BABACHIR DAVID LAWAL AT THE OPENING CEREMONY OF THE 1ST NATIONAL POLICY DIALOGUE ON STRATEGIES FOR IMPROVING SERVICE DELIVERY IN GOVERNMENT PARASTATALS, AGENCIES AND COMMISSIONS ON MONDAY 27TH FEBRUARY, 2017 AT THE STATE HOUSE CONFERENCE CENTRE, STATE HOUSE, ABUJA

Protocols
I am most delighted to once again welcome you all to this very auspicious occasion. I am indeed highly honoured by your esteemed presence at this inaugural edition of the National Policy Dialogue on strategies for improving service delivery by Public Service institutions implementing the plans and programmes of Government, and in this instance, delivering on the promises of the ‘Change Agenda’ of the present Administration. Essentially, this national dialogue offers the platform for a discourse on governance and articulate strategies aimed at improving the prime responsibility of Government, which is encapsulated in the provision of essential goods and services for the benefit of the citizenry.
2. The objective of this forum is to seek ways to continually enhance citizen-focused service delivery by:
i. providing the platform for exchange of ideas to advance improved service delivery as a direct outcome of the Change Agenda;
ii. sensitize key policy/decision makers (in the public and private sectors) on citizens’ expectations and greater support for social accountability in service delivery;
iii. improve Government’s connection with the citizenry;
iv. sensitize the citizens on their rights to demand quality service; and
v. articulate new pathways for efficiency gains in service delivery efforts through a peer review of Global best practices in governance.
It therefore marks a significant step in Government’s effort to enhance and sustain the culture of effective service delivery in all Government establishments, to serve the citizenry better.
3. This event also demonstrates Government’s commitment to improved service delivery by bringing together multi-sectorial group of public, private and third sector stakeholders (NGOs, CSOs etc.) in governance, to fully appraise Government’s objectives towards actualizing improvements in the overall quality of public goods and services to citizens. It is also intended to sensitize key policy/decision makers on citizen’s expectations and elicit greater support for public accountability.
4. Distinguished ladies and gentlemen, as we are all aware, the ultimate outcome of governance is the capability of Government to provide an effective and efficient medium for the provision of essential public goods and services for the benefit of its citizenry and development of the nation. In this instance, the Public Service serves as the machinery of Government charged with the responsibility for implementing Government policies and programmes that are instrumental to the provision of essential services to the people. The efficacy of governance is therefore perceived by the measure and efficiency of its delivery of public goods and services. Indeed, the stability of Government at all levels hinges on the proficiency of its service delivery. In view of the foregoing and in a renewed commitment to its prime responsibility to the public, it will be recalled that Government, in year 2004, entered a solemn Service Compact with all Nigerians (SERVICOM) by rededicating itself to “providing the basic services to which each citizen is entitled in a timely, fair, honest, effective and transparent manner”. Effective service delivery is therefore tantamount to good governance, a pivot of the present Administration’s ‘Change Agenda’.
5. Agencies of Government deliver effective services when there is accountability between the diverse chain of relationships linking policy makers, service providers and citizens. This relies on commitment, accountability, team work and reinforces the social compact between MDAs and their different customer-groups through the formulation and implementation of Service Charters.
6. SERVICOM represents the Service Compact between the Federal Government and citizens. Its role is to guide and sustain the drive for improved service delivery by ensuring that MDAs are more citizen focused in the operation of their mandates and that all citizens are served right at all Government service points. The policy was conceived as both a Government to Government monitor of performance, as well as the Government to Citizen Agent, that manages the performance-expectation gap between Government and citizens in issues of service delivery. This is accomplished through periodic evaluation of the quality of services delivered to citizens.
7. It is important to note that, the implementation of the ideals and principles of SERVICOM across the Public Service is an ongoing process that must be sustained. Ensuring a harmonised, consistent approach for all MDAs to engage citizens in the service delivery compact, remains an important goal of Government in order to promote the overall levels of our national well-being.
8. A major rationale for this National Dialogue is to provide a forum for articulating a framework connecting government reforms to anticipated improvements in the performance of its Parastatals, Agencies and Commissions as a precursor to improved service delivery. To ensure the provision of essential services that meets the aspiration and expectation of the public, there must be shared responsibility, accountability and synergy in the Public Service structure that is charged with the responsibility. Hence, the importance of our gathering today to reflect on Nigeria’s public service delivery journey in the past 12 years of the SERVICOM Initiative, appraise the gains and setbacks and develop a framework that will translate Government’s efforts into tangible improvements in public service delivery.
9. Therefore, I would urge you to kindly embrace Government’s reaffirmation of the ideals of SERVICOM, by developing a holistic framework to facilitate the anticipated improvements in performance by MDAs as a precursor for better service delivery. I have no doubt that with the wealth of experience gathered here, this forum will proffer recommendations that will usher in a new era of efficiency and effectiveness in the service delivery process for the benefit of all Nigerians.
11. I want to commend you all for your participation and hereby declare this National Policy Dialogue open. I wish you fruitful deliberation.
Thank you for your attention and God bless.