CHAPTER TWO
LITERATURE REVIEW
2.1 WHAT IS SERVICOM?
According to Tunde Bello (2006) says, SERVICOM is a way of attitudinal change characterized by the departure from the old ugly service delivery system to the new improved service delivery mechanism in line with international best practice.
J. O. Kuje & I. U. Ile (2006) says SERVICOM is an initiative that focuses on enhancing public service efficacy.
Funmi Awoyale (2007) said SERVICOM has been enjoined to improve strategies to serve Nigerians better and ensure continual “policy” of service processes and attitudes of the civil and public services in the country.
Collins Olayinka (2008) defines SERVICOM as promoting qualitative service delivery.
Mathias Okwe (2006) sees SERVICOM as part of measure to institute a culture of productivity and service delivery especially in public sector institutions.
SERVICOM as a pancreas for service failure means SERVICE COMPACT with all Nigerians. It is a programme meant to improve service delivery throughout the country. It is about service and service delivery; identifying where service fails or is failing with a view to improving service delivering; recommending assiduous, loyal and dedicated staff for service Awards. SERVICOM means efficient service for better development and quality of service to be commensurate with investment. Service fails when someone has left undone what should have been done or when someone has done what should not be done.
SERVICOM is a social contract between the Federal Government and its people. The agreement is such that both the government and the citizens would perform their functions timely, fairly, honestly, effectively and transparently with a view to making
SERVICOM was established to drive reform across the Nigerian public service by working with all Ministries, Departments and Agencies (MDAs) to focus their efforts on improving service charters, developing service improvement plans (SIP) to implement reforms and monitor improvements in performance against standards, and developing effective complaints handling and grievance redress systems.
SERVICOM expresses Federal Government commitment to provide more responsive and citizen-friendly governance through quality service delivery that is efficient, accountable and transparent.
SERVICOM is about making the Nigerian public service provide good service; doing what we are employed to do as a public servants.
2.2 REASONS FOR SERVICOM
SERVICOM was mounted on the imperative to change the system of service delivery. Certain observations within the public service prompted/led to the introduction of SERVICOM in
a. Bribery and corruption
b. Inefficiency
c. Dereliction of duty
d. Indiscipline – (discipline and decency in the civil service had
been crippled)
e. Government work was seen as nobody’s work
f. Re-appearance of missing file after “settling” someone
g. File do not move without being pushed with inducement
h. Decisions not made without undue outside (external) influence.
i. People short-charged in their expectation of the standard of service provided.
j. Damaging effects on amount of trust people had in public service and service delivery
k. Public lost confidence in civil service
l. Services degenerated to no service and if serve at all, well be as a favour or at price
m. People became accustomed to “Nigerian way” of doing things that it became almost a norm
n. Civil servants go to work late, pay non-chalant attitude to work and leave office before closing.
