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“ADOPT A CUSTOMER-CENTRIC MODEL IN SERVICE DELIVERY” – LASG TELLS WORKERS

Lagos State Government has urged its civil servants to improve service delivery by prioritizing the satisfaction of members of the public who seek services from government.

The State Commissioner for Establishment Training and Pensions, Dr. Akintola Benson Oke, explained that a customer-centric model of service delivery communicates government programmes, plans and policies directly to the masses in a way that engenders public alignment with the vision of government.

Benson Oke, who was represented by the Permanent Secretary, Office of Establishment and Training, Mrs. Clara Omotilewa Ibirogba at a training organized by the Ministry in Ikeja noted that adoption of the model implies that government workers would be more customer-focused and customer-driven.

“Many studies have shown that a customer-centric culture drives superior value for customers resulting in an experience that creates customer satisfaction and advocacy. This drives organizational performance for service success, innovation and financial performance.” the Commissioner stated.

According to him, the State government recognises that if an organisation fails to create an effective communication model with customers, the possibility of having an atmosphere full of crisis cannot be avoided, hence government’s investment in the training programme.

He reiterated that the present administration remains committed to improving the knowledge of its civil servants to become the most proactive workforce in Africa in addition to the internalisation of acceptable global best practices in the State public service.

“Let me assure you that the administration of Mr. Akinwunmi Ambode is committed to raising the bar of Lagos State public service beyond what is obtainable in the private sector through the deployment of appropriate technology that will boost the State’s commercial viability”.  Dr. Benson Oke added.

Earlier, the Director of Training in the Ministry, Mr. Ayodeji Haruna said that the various training programmes organized for civil servants demonstrate the importance government places on capacity building of its workforce.

He urged participants to network, share ideas amongst themselves and leverage on the various sessions by the seasoned facilitators to be better prepared and equipped to deliver more quality services to the populace.

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