ABUJA, AUGUST 5, 2016 – Stakeholders in the public sector on Friday called for the adoption of innovation and creativity in promoting service delivery in the country.They spoke in separate presentations at the 2016 Seminar for Nodal Officers of Ministries, Departments and Agencies (MDAs) in Abuja.
Mr Gbenga Oloke, a trainer at the SERVICOM Training Institute, who spoke on “Achieving a Culture of Service Excellence in MDAs,’’ urged desk officers to be committed to their duties.
Oloke said Front Desk Officers in MDAs should be creative while communicating effectively at every stage of service delivery .
“There are so many benefits of service excellence and integrating service excellence into organisational planning.
“It will help achieve good working relationship and good moral standards as a front desk officer.
“Effective service excellence lies in building commitment, enhancing capacity and communicating effectively at every stage of the service planning processes.
“The front desk officers need not only to focus on the services provided but how the services are being delivered.
“Doing this will enhance customer-focused service delivery in our government agencies,” he said.
Oloke added that there was also the need to keep customers informed about when services would be delivered to discourage delays.
Another speaker, Mr Adakole Okochi, in his paper entitled , “Developing and Implementing Service Charters,’’ said there was need for MDAs to adhere to the principles of good customer service.
Okochi said all MDAs must drive the process of service improvement as well as contribute to result-based management.
He also said that implementation of service charters would boost public confidence in government’s commitment of service excellence.
“It must be noted that charters are public documents and must be accessible to all.
“Service Standards reinforce government’s accountability and serves a feedback mechanism to enable the MDAs improve their services.
“Implementing the charters will increase the confidence Nigerians have in government by demonstrating government’s commitment to service excellence,’’ he said.
He urged all MDAs to key into the SERVICOM mandate in relation to service charter in order to promote uniformity.
