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SERVICE COMPACT (SERVICOM) AND DELIVERY OF PUBLIC SERVICE AT FEDERAL POLYTECHNIC OKO, ANAMBRA STATE; AN APPRAISAL.

Dept: PUBLIC ADMINISTRATION File: Word(doc) Chapters: 1-5 Views:

Abstract

This work studied Service Compact(SERVICOM) AND Delivery of Public service at the Federal polytechnic Oko, Anambra state. Servicom is all about service, ensuring that workers are doing what they are employed to do. SERVICOM is probably seen to have played considerable roles in delivery of public service, to which certain issues and problems as identified might have acted as impediments to the workings of most institutions. The researcher seek to access the success of SERVICOM in Federal Polytechnic Oko, how this body ensures that public services are well delivered. Method of data collection was through primary and secondary data. In-depth interviews and questionnaire were utilized to source primary data. The secondary data were drawn from published journals on the internet, library and archival documents. The researcher observed that proper supervision of staff would ensure efficiency in service delivery and that workers should be accessed periodically, those due for promotion should

1.1       Background to the study

Public offices are the shopping floor for government business. Regrettable, they  are characterized with certain level of inefficiencies which results to poor delivery of services and become a hindrance to effective implementation of government policies. Public service was noted with the cases of corruption among the officials, laziness, non-challant attitude towards work etc. against this odd, the Federal government embarked on a mission to solve the problem of inefficiency in public service.

In june 2003,the Federal Executive Council(FEC)  arrived at the conclusion that no reform process will be credible and sustainable if government cannot demonstrate any leadership commitment with a public declaration about service delivery among other essentials. The former president Chief Olusegun Obasanjo set up a Nigerian Service Delivery Research Team which visited the United Kingdom(UK) in 2003 to investigate how the British government has gone about improving its service delivery. Based on the feedback, the Federal Executive Council supported the implementation of service delivery programme for Nigeria. The president and the British prime minister tasked a team to analyze key service delivery issues and develop a road map for practical, targeted and achieved service delivery. (SERVICOM BOOK,2006).

SERVICOM is an acronym derived from the words SERVICE COMPACT. Compact is a formal agreement between two or more people. SERVICOM is a service compact (agreement) between the federal government including all its organs and the Nigerian people. SERVICOM was established in Nigeria with the following objectives;

1. To provide quality services to the people
2. To set out the entitlement of the citizens
3. To ensure good leadership
4. To educate the citizens (customer) on their rights
5. To empower public officers to be at alert to their responsibilities in providing improved, efficient, timely and transparent service. (SERVICOM BOOK, 2006).

In spite of the fact that SERVICOM was established to curb the inefficiencies in the delivery of public service, yet there are cases of corruption ,lateness, laziness and non-chalant attitudes which persists in public service.  It is in the light of the fore-going  that a study of this nature becomes expedient to investigate empirically the prospects of successful SERVICOM at Federal polytechnic Oko, Anambra state.

 

1.2       Statement of the Problem

The delivery of public service at the Federal polytechnic Oko, Anambra state is characterized by certain level of inefficiency. For instance, there were noted cases of non-attending or delay in attending to students, tacit demand  for gratifications from students to attend to their files etc. against the background of the foregoing, that the interest of the researcher was aroused to embark on a research study with a view to finding out causes, effects and possible solutions to them.

 

1.3       Research Questions

1. Does the servicom unit influence service delivery at the Federal polytechnic Oko?
2. How does the activities of servicom unit impact on service delivery at the Federal polytechnic Oko?
3. Can the activities of servicom unit be strengthened to improve the delivery of public service at the Federal Polytechnic Oko?

 

1.4          Purpose of the Study

1. To find out if the servicom unit influences service delivery at the Federal polytechnic Oko.
2. To examine whether the activities of servicom unit impact on service delivery at the Federal polytechnic Oko.
3. To show that the activities of servicom unit can be strengthened to improve the delivery of public service at the Federal polytechnic Oko.

 

1.6       Significance of the Study

This study will benefit the students of Federal Polytechnic Oko and other  tertiary institutions in Nigeria by educating them on their right to efficient services. It will also benefit the Polytechnic by making them to achieve their objectives through efficiency in delivery of service. The study will also benefit the staff by empowering them to be at alert to their responsibilities thereby producing effective results.

 

1.7       Scope of the Study

This study investigates  public service delivery at tertiary institution in Nigeria focusing on the Federal Polytechnic Oko, Anambra state. The researcher is ND final year student at the polytechnic and have had personal experience with the quality of service delivery at the institution. As a result, she enjoys proximity to the area of the study, which facilitates the cost implications and access to primary data. These factors mainly explain why she embarked on this research.

 

1.8       Method of data Collection

The information of this work was collected through secondary sources (published journals on the internet, library) and primary sources ( interview and questionnaire).

 

1.9       Method of data Analysis

The information contained in this work was analyzed using content analysis and simple percentage (%) techniques.

 

1.10     Limitations of the Study

This research work was limited by financial constraint, as finance was needed to source for much needed materials for this research work. as a result, the researcher could not get all the necessary materials needed for this work. Another limitation was unopeness of the respondents in releasing information. Finally, non-chalant attitude of the respondents to the questionnaire given to them. Some of the respondent misplaced the questionnaire while some asked others to fill it on their behalf. As a result, the researcher was not able to get all the information needed for the study.

 

1.11     Definition of Terms

Service Delivery; this is a process of offering a consistent service to a specific user or persons ( Wikipedia)

Government; the body with the power to make and enforce laws to control a country, land area, people or organizations (collins English dictionary)

Public service;  Service provided or supported by a government or its agencies to people living within its jurisdiction.( law dictionary).

 

1. 12. Organization of the Study.

The first chapter of this study will focus on introduction with several sub-heading under this chapter like; Background to the study, statement of the problem, research questions, purpose of the study, research  propositions, significance of the study, scope of the study, methods of data collection, method of data analysis, limitations of the study, definitions of term. The second chapter focuses on literature review and theoretical framework. The third chapter will focus on the research methodology. The fourth chapter will focus on data presentation and analysis of research questions and the final chapter will focus on summary, conclusion and recommendations.