AN EVALUATION OF THE IMPLEMENTATION OF SERVICOM IN THE FEDERAL PUBLIC SERVICE IN SOUTH-EAST NIGERIA 2005 -2011

AN EVALUATION OF THE IMPLEMENTATION OF SERVICOM IN THE FEDERAL PUBLIC SERVICE IN SOUTH-EAST NIGERIA 2005 -2011
 
CHAPTER ONE
INTRODUCTION
BACKGROUND OF THE STUDY
The effective delivery of public services is crucial for the sustainable development and overall well-being of a nation. In recognition of this, the Nigerian government launched the Service Compact with All Nigerians (SERVICOM) initiative in 2004. SERVICOM aimed to improve the quality, efficiency, and responsiveness of service delivery in government agencies, ensuring that citizens' needs were met promptly and effectively. This study presents an evaluation of the implementation of SERVICOM in the Federal Public Service within the South-East region of Nigeria from 2005 to 2011.
Nigeria, as a developing country, faces numerous challenges in its public service sector, including bureaucratic inefficiencies, corruption, and a lack of accountability. In response to these challenges, SERVICOM was introduced as a framework to instill a culture of service excellence and citizen-centric approach within government agencies. It sought to address issues such as long waiting times, unresponsive staff, and opaque processes that hindered effective service delivery.
The South-East region of Nigeria, comprising Abia, Anambra, Ebonyi, Enugu, and Imo states, was selected as the focus of this evaluation. This region represents a significant portion of the Federal Public Service and provides valuable insights into the implementation of SERVICOM at the sub-national level. By assessing the successes, challenges, and outcomes of SERVICOM in this specific context, valuable lessons can be learned and applied to future initiatives across Nigeria. The evaluation adopts a mixed-methods approach to