The Executive Vice Chairman of the Nigerian Communications Commission, NCC, Professor Umar Danbatta, has called on the Nigerian Public Service to hold people accountable for poor service delivery.
Danbatta, gave the call while delivering a paper titled: Evaluating the Framework for the Measuring the Quality of Service Delivery in Public Sector”, at Arewa House during the National Stakeholders’ Conference.
Represented by NCC’s Executive Commissioner, Technical Services, Ubale Maska, Danbatta also urged the government to institute public service award as a way of motivating workers in the area of good service delivery.
He said, “Government should introduce Public Service Excellence Award for MDAs that excel in all spheres of their operations in order to increase productivity and efficiency.
“Such initiative, will be good incentives for the Public Sector which is under increasing pressure to demonstrate that its operations are consumer-centric and there is continuous improvement in performance.”
Noting that the dynamism in the tempo and sophistication of consumer needs and expectations demand impeccable quality of service delivery, Danbatta stressed that this reality imposes new “strategies for success and survival in today’s competitive business environment and the outcomes correlate to the wellness of economies.”
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He said organisations that express passion for the consumer must be, “honest, give adequate value for money, offer quality products or services, demonstrate high reputation, offer user-friendly processes, meet deadlines, accept and respond to criticisms, as well as institute open complaint management processes.
“These are the bouquet NCC serves and continues to improve upon even in the face of challenges of service delivery in the Nigerian public sector.”
He added that the, “Nigerian public service must deal with the absence of monitoring of outcomes; failure to hold people accountable for poor service delivery; shortage of service capacity and inaccessibility; poor service quality and customer care; as well as lack of support services in the area of finance, technology, procurement, and personnel that are required for qualitative service delivery.”