Public Servants have been charged to make services timely, accurate, accessible and more customer-focused for greater efficiency and effectiveness in service delivery across the State.
The Head of Service, Mr. Hakeem Muri-Okunola stated this during the 2019 Service Charter Week, the sixth in the series organised by the Office of Transformation, Creativity and Innovation (OTCI) to ensure that Ministries, Departments and Agencies (MDAs) comply with specific service standards necessary to actualise the mission and vision of the State.
According to him, this year’s edition of the Service Charter Week is a call for MDAs to re-visit the achievements recorded over the years in line with their Service Pledges and explore better service management options for efficiency and effectiveness, while also proffering enduring solutions to gaps limiting service delivery targets.
Muri-Okunola, who was represented by the Permanent Secretary, Public Service Office (P.S.O), Mr. Olusegun Samson Ajibade, added that although there have been improvements with regards to service delivery in the State, however, gaps that still exist must be addressed such that expected outcomes meet set standards.
“We must up our game in terms of the quality of service delivery in order to ensure that the government’s investments in facilitating improvements in the Ease of Doing Business, for instance, does not go to waste”, he noted.
While emphasising the need for relevant information about services rendered be made more accessible to customers, Muri-Okunola stressed the importance of identifying and understanding change management as well as potential attendant risks to quality service delivery within the MDAs.
He commended Governor Babajide Sanwo-Olu for his commitment to excellent service delivery, the leadership and officers of the Office of Transformation, Creativity and Innovation (OTCI) for being the driving force behind the implementation of the laudable initiative, and expressed his gratitude to all the Sponsors and Technical Partners for their continuous support in driving the Lagos State Service Charter Initiative.
In his remarks, the Director-General, Office of Transformation, Creativity and Innovation, Mr. Toba Otusanya said the decision to introduce and use the Service Charter in all MDAs in Lagos was informed by the State’s desire to improve service delivery to all citizens.
He added that there was a need to empower citizens by increasing their awareness of government services, encouraging them to demand quality service and challenging government officials to improve customer sensitivity as public service providers.
The DG noted that OTCI being the custodian of the initiative, is determined to stimulate continuous improvement in service delivery by promoting principles of quality service delivery in MDAs and inculcating the concepts of transparency, accountability and responsiveness.
Otusanya, represented at the event by the Director, B.O.S (OTCI), Mrs. Adenike Adedoyin-Ajayi, observed that since the Service Charter was established seven years ago, several remarkable achievements have been recorded, saying that “Although we are no longer where we used to be, we are yet, not where we should be. There is, therefore, need for us to go back to the drawing board and re-strategise on how we can improve on our services to make them 21st century compliant”.
On issues bordering on service management in relation to service pledges and its effect on customers, the DG said the need to put in place Service Improvement Plans that can be truly sustained cannot be over-emphasised.
The DG also encouraged members of the public to forward feedbacks on service delivery challenges, to the Citizensgate online portal either as comments, enquires, suggestions, complaints and commendations via toll-free number – 767.