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EVALUATION OF SERVICOM ON PUBLIC SERVICE DELIVERY IN THE FEDERAL RADIO CORPORATION OF NIGERIA

ABSTRACT

This study was carried out to examine  SERVICOM on public service delivery in the federal radio corporation of Nigeria as the case study. Specifically, the study examine whether ambiguity in role definition affects SERVICOM on service delivery in federal radio corporation of Nigeria, access whether political will affect SERVICOM on service devilry in federal radio corporation of Nigeria and ascertain the relationship between deficient training and functional service delivery of SERVICOM in federal radio corporation of Nigeria. The study employed the survey descriptive research design. A total of 100 responses were validated from the survey. From the responses obtained and analyzed, the findings revealed that ambiguity in role definition affects SERVICOM on service delivery in federal radio corporation of Nigeria. The study also revealed that, political will affect SERVICOM on service devilry in federal radio corporation of Nigeria. Lastly, the study revealed that there is a positive relationship between deficient training and functional service delivery of SERVICOM in federal radio corporation of Nigeria. The study thereby recommend that SERVICOM should properly be structured in NIPOST in such a way to reduce the conflict of role under which they operate. Also, optimum autonomy should be given to the SERVICOM so as to help them perform. The functions of the different authorities under which the organization operate should clearly be stated and the exact nature of their involvement with the management should be specified. c) There should be massive programme of staff training and development in the organization. The programmes should be sustained and should be on a continuous process for as long as the employees are in the service.

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Service Compact, also referred to as SERVICOM, is a policy program that was initiated by the Federal Government of Nigeria in 2004. Its purpose was to address the challenges that frequently arise as a result of service delivery and to further strengthen the effectiveness and efficiency of service delivery in the ministries, departments, and agencies of the government (MDAs) (Cohen, 2010). The primary reason for its establishment was to achieve the overarching objective of ensuring that individuals who make use of public services are aware of their entitlement to those services, the service level to which they are entitled, and the means by which they may demand those services or express their dissatisfaction with the supply of those services to users (Davidson, 2014).

Service Compact is intended to operate through a network of Ministerial SERVICOM Units (MSU), which were established in all MDAs to refocus every institution in public service toward better service delivery and also to support those MSUs to write up service charters, established complaints system at service from – lines, as well as develop service improvement plan in the course of carrying out their functions (Yusuf, 2016). Certain personnel were tasked with the responsibility of monitoring and analyzing the success, worth, and challenges that often pose as a threat and limitation to the MDA's operation (Bello, 2016). This responsibility was assigned to persons working inside each of the MDAs. In 2004, the civilian government of Olusegun Obasanjo developed the policy program in response to a perceived need to address the difficulties that had, for a significant amount of time, been impeding the delivery of high-quality and efficient services by MDAs. The policy program has had the goals of ensuring a strong, better alignment between the government and the public, customer satisfaction, improving utilization of resources, which would result in effective cost cutting, better management of risk, service disruption, and growth of a more secure and stable service environment, supporting change and flexibility (Yusuf, 2016). This is as a result of the importance that the government places on the provision of services.

It is the sole medium that not only denotes but also displays or discloses to the public the actions that the government is doing. In addition to this, it gives the government information on whether or not their ostensible objectives are progressing as planned or have already been achieved (Bello, 2016). The degree of satisfaction linked with the service may be inferred from the feedback received from the general population. When a certain policy move is recognized as beneficial, the society or the public will not only celebrate the government, but they will also be dedicated, loyal, productive, and driven. When this is not the case, however, production will decrease, and an attitude of indifference and disinterest will be shown toward either the program or the workplace. There will be some form of labor dispute between workers and management, labor unrest, demonstrations, and protests, as well as a number of activities that are hazardous to workers' health (Bello, 2016). The general public will also be affected.

Service Compact in the Federal Radio Corporation of Nigeria is a story that is extremely beholden and inclined to provide both the employers and the customers of their service (that is, the public) maximum pleasure. This is a tale that is very indebted and inclined to give both employers and consumers of their service maximum satisfaction. In the same way that other MDA have done so, the Federal Radio Corporation of Nigeria has embraced the policy programs of SERVICOM and has further strengthened it by strategies its unit and as well as exposing its personnel to modern technology through adequate training, conferences, workshops, and the management of top management –employers relations (Yusuf, 2016). This has, for a long time, assisted the organization in being vigorous, strong, and steadfast in its commitment to offering high-quality services to the general public, despite competition from the private sector and the steadily increasing prevalence of new technologies (Victor, 2016).

1.2 Statement of the problem

One of the fundamental issues that has prompted this line of inquiry is the lack of clarity on the definition of roles. It was not done in the way that was specified for the defined roles that were indicated throughout the process of developing the policy programs. There are problems with conflict and avowal, and neither the roles nor the main players that were developed with the roles were spelt out very clearly or in the locations where they were spelled. The federal radio company of Nigeria is intended to be directly reporting to the Nodal officer as it was specified, but this direction is not only not implemented; instead, it is clearly concealed. However, the nodal officer reports to the General Manager, who in an ideal world would solely be in charge of the administration and finances of the company. The absence of political will on the side of management to provide the SERVICOM unit with the required materials to enable it to operate properly is another issue that played a role in the decision to conduct the research. When the MSU was first established, its PMG/CEO was a technocrat who made it their top priority to guarantee that all of the necessary needs and facilities were in place. Because of this work, which took quite some time, the units now perform exactly as intended. However, there is a breakdown of the downward spiral because politicians have been appointed to the positions of PMG and CEO. These politicians have different priorities, and the SERVICOM units are not their top concern. One of the challenges that inspired this line of inquiry was the absence of sufficient training and retraining opportunities. Training and retraining of SERVICOM workers has been specified as one of the goals of the policy program ever from the very beginning of SERVICOM Units in Nigeria. In order for all of the staff members who have been assigned to work in the unit to be able to perform their tasks and responsibilities and for the company as a whole to enhance its service delivery and its emphasis on the needs of its customers, the goal of this training is to provide them with the essential information, skills, and understanding. The Federal Radio Corporation of Nigeria as an organization first participated in the plan that was developed by the Federal Government; but, as time went on, it was unable to keep up the pace due to a lack of financial resources. Instead of sustaining previously trained personnel, there is a continuing development of these trained staff leaving the unit and their replacement with untrained employees and on the foreign training scheme which were designated for the nodal officers; they were not only kidnapped but restrained and abandoned. Additionally, there is a continual development of untrained staff replacing these untrained staff on the foreign training scheme. Hence, the study seeks to evaluate SERVICOM on public service delivery in the federal radio corporation of Nigeria.

1.3 Objective of the study

The broad objective of the study is to examine SERVICOM on public service delivery in the federal radio corporation of Nigeria. The specific objectives is as follows:

i. Examine whether ambiguity in role definition affects SERVICOM on service delivery in federal radio corporation of Nigeria.

ii. Access whether political will affect SERVICOM on service devilry in federal radio corporation of Nigeria.

iii. c. Ascertain the relationship between deficient training and functional service delivery of SERVICOM in federal radio corporation of Nigeria.

1.4 Research Questions

The following questions have been prepared for the study:

i. Does ambiguity in role definition affects SERVICOM on service delivery in federal radio corporation of Nigeria?

ii. Does political will affect SERVICOM on service devilry in federal radio corporation of Nigeria?

iii. What is the relationship between deficient training and functional service delivery of SERVICOM in federal radio corporation of Nigeria?

1.5 Significance of the study

The findings will be of great importance to the federal government in strengthening the public service to ensure efficiency in service delivery; it is also believed that the findings will be of important to the head of civil service in ensuring that rules are adequately adhered to and policies are adequately implemented. The study will also be of importance to researcher who wishes to embark on research on similar topic as the findings will serve as a guide to further studies, finally the study will be of great importance to academia’s as the findings will add to the pool of knowledge.

1.6 Scope of the study

The study will examine whether ambiguity in role definition affects SERVICOM on service delivery in federal radio corporation of Nigeria. The study will also access whether political will affect SERVICOM on service devilry in federal radio corporation of Nigeria. Lastly, the study will ascertain the relationship between deficient training and functional service delivery of SERVICOM in federal radio corporation of Nigeria.

1.7 Limitations of the study

Just like any other research, ranging from unavailability of needed accurate materials on the topic under study, inability to get data.

Financial constraint , was faced by  the researcher ,in getting relevant materials  and  in printing and collation of questionnaires.

Time factor: time factor pose another constraint since having to shuttle between writing of the research and also engaging in other academic work making it uneasy for the researcher.

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