Evaluation Of Servicom On Public Service Delivery In The Federal Radio Corporation Of Nigeria

Evaluation Of Servicom On Public Service Delivery In The Federal Radio Corporation Of Nigeria

Abstract

This investigation looked at SERVICOM’s impact on the provision of public services using Nigeria’s federal radio corporation as a case study. In particular, the study explores the impact of ambiguity in role definition on SERVICOM’s service delivery in the federal radio corporation of Nigeria, the impact of political will on SERVICOM’s service delivery in the federal radio corporation of Nigeria, and the connection between SERVICOM’s functional service delivery and its inadequate training. The survey descriptive research design was used for the investigation. The survey generated 77 valid replies in total. The findings from the replies collected and evaluated showed that SERVICOM’s service delivery in Nigeria’s federal radio corporation is impacted by the uncertainty in role definition. The study also showed that SERVICOM will be impacted by political will on service devilry in Nigeria’s federal radio company. Last but not least, the study found a link between SERVICOM’s functional service delivery and inadequate training in Nigeria’s government radio company. As a result, the study suggests that SERVICOM be properly organized inside NIPOST to lessen the operational role conflict. The SERVICOM should also be given the most autonomy possible to aid in performance. It is important to be clear about the roles played by the various authorities that the organization is subject to, as well as the precise nature of their interaction with the management. c) The organization should implement a sizable program of employee development. The programs ought to be maintained and should run continuously for the duration of the employees’ employment.

First Chapter:

Introduction

1.1 The study’s context

The Federal Government of Nigeria launched the policy initiative known as Service Compact, sometimes known as SERVICOM, in 2004. Its goal was to address the problems that frequently occur as a result of service delivery and to improve the efficacy and efficiency of service delivery in the government’s ministries, departments, and agencies (MDAs) (Cohen, 2010). Its establishment was primarily motivated by the need to fulfill the overarching goal of ensuring that people who use public services are aware of their rights to those services, the level of service to which they are entitled, and the channels through which they can request those services or voice their dissatisfaction with the way in which those services are provided to users (Davidson, 2014). Service Compact is designed to function through a network of Ministerial SERVICOM Units (MSU), which were established in all MDAs to refocus every institution in the public sector toward better service delivery and to support those MSUs in writing service charters, establishing complaints systems at service from – lines, as well as developing service improvement plans in the course of carrying out their functions (Yusuf, 2016). The role of tracking and evaluating the accomplishments, value, and difficulties that frequently present a danger and constrain the MDA’s operations was assigned to certain employees (Bello, 2016). Individuals employed by each of the MDAs were given this duty. The policy program was created in 2004 by Olusegun Obasanjo’s civilian administration in response to a perceived need to address the issues that had, for a sizable period of time, been preventing MDAs from providing high-quality and efficient services. In order to effectively cut costs, better manage risk, prevent service disruptions, and foster the development of a secure and stable service environment that supports change and flexibility, the policy program’s objectives have included ensuring a strong, better alignment between the government and the public, customer satisfaction, and improving resource utilization (Yusuf, 2016). This is a result of how highly the government values the delivery of services. It is the only medium that not only indicates government actions but also shows or discloses them to the public. Additionally, it provides the government with information on whether or not their stated goals are being reached or are on track to do so (Bello, 2016). The general public’s input can be used to determine the level of satisfaction associated with the service. The public or society will not only applaud the government when a given policy decision is seen as advantageous, but they will also be committed, obedient, successful, and motivated. However, if this isn’t the case, output will drop and employees will display a lack of enthusiasm in the work environment or the application. There will be some sort of labor conflict between employees and management, as well as labor unrest, protests, and a range of health-harming activities (Bello, 2016). Additionally impacted will be the general public.The Federal Radio Corporation of Nigeria’s Service Compact is a tale that is very devoted to and inclined to bring maximum joy to both its employees and its service users (i.e., the general public). This is a story that is heavily indebted and geared on maximizing pleasure for both employers and service users. The Federal Radio Corporation of Nigeria has adopted the SERVICOM policy programs in the same way that other MDA have done so, and has strengthened it further by strategies for its unit as well as exposing its employees to contemporary technology through adequate training, conferences, workshops, and the management of top management-employers relations (Yusuf, 2016). This has helped the organization for a very long time to remain active, strong, and unwavering in its dedication to providing the general public with high-quality services, despite competition from the private sector and the constantly rising prevalence of new technology (Victor, 2016).

1.2 A description of the issue

The ambiguity surrounding the definition of roles is one of the main problems that has motivated this line of research. The stated roles that were indicated during the process of designing the policy programs were not carried out in the manner that was prescribed for them. Conflict and avowal issues exist, and neither the roles nor the primary players that were created with the roles were stated out very clearly or in the places where they were intended to be. As stated, the federal radio company of Nigeria is supposed to report directly to the Nodal officer, but this directive is not only not carried out, it is also openly hidden. The General Manager, who in a perfect world would be completely in control of the administration and finances of the organization, is the one who the nodal officer reports to. Another factor in the decision to undertake the study was the lack of political will on the part of management to give the SERVICOM unit with the supplies it needs to function correctly. When the MSU was first founded, its PMG/CEO was a technocrat who made sure that the necessary requirements and facilities were in place a high priority. These lengthy efforts paid off because the units now function just as they should. Due to the appointment of politicians to the posts of PMG and CEO, the downward trend has, however, broken. The SERVICOM units are not these politicians’ top priorities since they have different priorities. The lack of adequate training and retraining opportunities was one of the issues that motivated this line of research. Since the very inception of SERVICOM Units in Nigeria, one of the stated purposes of the policy program has been to train and retrain SERVICOM employees. The purpose of this training is to give all of the employees who have been assigned to work in the unit the necessary knowledge, abilities, and understanding to enable them to carry out their duties and responsibilities, as well as for the business as a whole to improve its service delivery and focus on the needs of its customers. Organizationally, the Federal Radio Corporation of Nigeria first took part in the plan created by the Federal Government, but as time went on, it was unable to keep up because of a lack of funding. The trend of previously trained staff leaving the unit and being replaced by untrained workers, as well as the foreign training program that was intended for the nodal officers—who were not only kidnapped but also restrained and abandoned—is continuing. On the foreign training program, there is also a constant development of untrained personnel replacing these untrained staff. As a result, the study aims to assess SERVICOM’s impact on the provision of public services by Nigeria’s federal radio company.

1.3 Purpose of the investigation

Examining SERVICOM’s impact on the provision of public services by Nigeria’s federal radio company is the study’s overarching goal. The precise goals are as follows:

i. Determine if ambiguity in the role definition has an impact on SERVICOM’s ability to perform services to the Federal Radio Corporation of Nigeria.

ii. Determine whether political influence would have an impact on SERVICOM’s service devilry in Nigeria’s government radio company.

Determine the connection between SERVICOM’s operational service delivery and its inadequate training in the Federal Radio Corporation of Nigeria.

1.4 Research Prompts

For the study, the following inquiries have been prepared:

i. Does SERVICOM’s service delivery at Nigeria’s federal radio corporation suffer from uncertainty in role definition?

ii. Does political will have an impact on SERVICOM’s response to service devilry in Nigeria’s federal radio corporation?

What connection exists between SERVICOM’s operational service delivery and its inadequate training in the Federal Radio Corporation of Nigeria?

1.4 Importance of the research

The findings are expected to have a significant impact on the federal government’s efforts to strengthen the public sector in order to ensure the effectiveness of service delivery. It is also anticipated that the findings will have an impact on the head of the civil service in order to ensure that regulations are properly followed and policies are implemented. The study will be important to academics since the findings will contribute to the body of knowledge. It will also be important to researchers who wish to pursue research on a related topic because the findings will serve as a guide for additional investigations.

1.6 Study’s purview

The study will look at how SERVICOM’s service delivery in Nigeria’s federal radio corporation is impacted by uncertainty in role description. The project will investigate if SERVICOM would have an impact on service fraud in Nigeria’s federal radio corporation. Finally, the study will determine the connection between SERVICOM’s functional service delivery and its inadequate training within Nigeria’s federal radio company.

1.7 Studies limitations

Similar to any other research, there may be issues with getting the data needed to complete the study, such as a lack of accurate resources on the subject.

The researcher encountered financial limitations when procuring pertinent resources, printing surveys, and compiling them.

Time is a factor that also poses limitations because the researcher must juggle writing the research and doing other academic work, which is uncomfortable.