ay in hIn recent times, service delivery has been an issue of controversy with respect to the quality of service received by the public (Sureshchandar et al., 2002). A wide range of factors such as conservative bureaucracy, ethnicity and ethical considerations have been identified as hindrances for required service efficacy and efficiency despite various government policy reforms in the public sector. The Nigeria public service is a vital government institution consisting of the staff of the central administrations, state administrations, the police and the Nigerian Armed forces among others of the nation (Gboyega, 1981).
The public service refers to all organizations that exist as part of the federal government system responsible for the implementation policy decisions and delivery of social services (Tamuno, 2004). According to Adamolekun (2001), the public service in Nigeria is made up of the following: the civil service, which is often referred to as the core service. It is composed of ministries, extra ministerial agencies and directorates; the public bureaucracy, which is composed of the enlarged public service, is including: Services to the states and national assembly; the judiciary; the armed forces; the police and other security agencies.
Although the Nigeria public service has greatly deviated from the inherited British system of administration, which is noted for prompt and efficient service, an argument many scholars like Badmus (2012), Igwilo (2012) and Alalade (2006) noted was that due to improper learning, clave for wealth, poverty and insincerity on the part of the technocrat who collect the instrument of administration from the British. This has constituted a serious impediment to effective implementation of government policies; and thereby culminating into dwindling standard of service provided by government institutions. In the current situation, Ezeani (2006) noted that the damaging effects on the amount of trust the people have in the ability of the government has become a problem. Nigerians are well aware of the unpleasant manifestations of the appalling standard of service delivery in the country. Under the popular caption of the “Nigerian way” many Nigerians have grown accustomed to regarding public service as something you battle for; and you cannot succeed unless you know someone inside the system (Okoye, 2016). The Nigerian Public Service has degenerated into the present circumstances of poor service delivery in government agencies, when public servants, if they serve you at all, do so as a favour, or at a price (Gboyega, 1996). To this effect, SERVICOM was introduced by the government as an intervening platform to checkmate poor services and ensure efficient service delivery in its varied public institutions, agencies and parastatals.
Hence, the introduction of Service Compact to the Nigerian people was as a result of inefficiency and corruption; “Services” were not serving people: they are inaccessible, poor in quality and indifferent to customer needs. Public confidence is poor, and institutional arrangements are confusing and wasteful (The SERVICOM BOOK, 2006: 5). In June 2003 President Olusegun Obasanjo declared:
Nigerians have for too long been feeling short-changed by the quality of public service. Our public offices have for too long been showcases for the combined evils of inefficiency and corruption, whilst being impediments to effective implementation of government policies (The SERVICOM BOOK, 2006: 5).
However, SERVICOM is nothing strange but is still an alien to the significance number of the general public. Prior to the arrangement of this study, the author observed that SERVICOM had erected sign poles at premise of the study area (Obafemi Awolowo University Teaching Hospital Complex [OAUTHC]) to let people be aware its existence and advertising the mission and vision of the SERVICOM using social and strategic communication. But yet the author in his pre research survey still revealed that only 4 out 10 people that was assessing the service delivery at the study area had proper knowledge of SERVICOM. Nevertheless, SERVICOM is an acronym meaning SERVICOM COMPACT WITH ALL NIGERIANS. It is obvious in many of governmental facilities that people are still struggling to be served right. Many do not even know that a body called SERVICOM had been established to monitor and assess the service delivery in all government agencies, ministries, parastatals, departments and institutions nationwide.
In the wake of 21st of March, 2004, SERVICOM is born and the former president Chief Olusegun Obasanjo was quoted to have said that “Service is what we offer ourselves. And service is what the people are entitled to expect from us” (The SERVICOM BOOK, 2006:1). It means the people off course have right to be served better as a dividend that a citizen may be entitled to because the man has relinquished their power to the third party, and this third party are the government people including the bureaucrats who are the vehicles through which the government serve people. Are people served right or even better? Irrespective of the rhetorical question, SERVICOM exists to affirming the commitment of the service provider to Nigerian nation and conviction that Nigerian can only realise its full potential if citizens receive prompt and efficient service from the state.
Egbewole (2011) believed that service compact is a fundamental principle of public service charter including principle of equality of treatment, rules governing relations between the public service and the users, accessibility of services, effectiveness and efficiency, evaluation of services, transparency and information.
However, studying the modus Operandi and modus Vivendi of SERVICOM in OAUTHC is crucial in order to open up the untold stories of the bureaucrats in the institution; this study is inspired by the work of Agboola (2015) who empirically studied Service Compact and Service Delivery in Nigeria (2015), together with the outcome of the work of Adeyinka and Ema (2014) who equally studied the Impacts of Service Compact with all Nigerians (SERVICOM) on Public Service Delivery.
1.2 Statement of Problem
From the background to the study, the main purpose of a serious, responsible and responsive government is to provide good service delivery.
Consequently, the citizens were frustrated hence developed distrust in government; furthermore the promises made for the improvement of the conditions of the people were not fulfilled and all their promises by the government met with cynicism. Government officials became progressively indifferent to propriety of conduct and showed little commitment to promoting the general welfare of the people and public good. Government and its agencies became thoroughly corrupt and reckless in spending public funds. The impact of official corruption is rampant and retrogressed development ensued. Public and private organizations have struggled to achieve a balanced approach performance-based management which provides a strategic and comprehensive context for decision-making.
Also files, cards and letters hardly move in most public offices without follow-ups and bargaining, to the extent that services got from most public offices is like as if someone is doing somebody a favour, or at a particular price tag.
These days’ applicants no longer get jobs easily, but buy jobs from employers who are positioned to give jobs. Also, missing files can only re-appear after someone has been settled. Most Nigerians therefore have been accustomed to regarding public service as something you battle for. Citizens are no longer people with the right to be served unless the public officer/ administrator collect a toll. Good services also are only meant for some privileged individuals and groups. This situation has some damaging effects on the trust the citizens have on the public service administration and other social institutions in Nigeria.
However, there are many studies in this regard of service delivery but only one of these empirical studies focused on the challenges faced in the implementation of the approved policy. Reports submitted by the Reform Commission/Panels/Committees, hence the necessity for this study. For a long time, Nigeria has tried to reform its civil service but it looks like it is not responding compared to other nations of the world. In OAUTHC the author observed that many people assessing the facility are displeased with the service rendered many times because of the complexity, administrative cumbersomeness and bureaucratic rigidity cum professional ethics and this may be blamed on the job sworn oath taken by the professionals. Hence, this study attempts to evaluate the existing gap in the implementation and execution of SERVICOM policy in Nigeria.
1.3 Research Questions
i. What are the roles of SERVICOM on delivery of quality healthcare services in OAUTHC?
ii. What are the strategies adopted by SERVICOM in realizing its objectives in OAUTHC?
iii. To what extent is implementation of SERVICOM on the provision of fundamental healthcare services to which each patient is entitled in a timely, fair, honest, effective and transparent manner in OAUTHC?
1.4 Objective of the Study
The main objective of the study was to find out the implementation of SERVICOM and service delivery in OAUTHC, and specific objectives of this study are to:
i. analyse the role of Service Compact (SERVICOM) on service delivery in OAUTHC;
ii. examine the strategies adopted by SERVICOM charter to realise its objectives in OAUTHC; and
iii. examine the extent of implementation of SERVICOM on the provision of fundamental healthcare services to which each patient is entitled in a timely, fair, honest, effective and transparent manner in OAUTHC.
1.5 The Scope of the Study
The scope of the study focussed on Obafemi Awolowo University Teaching Hospital Complex, Ile Ife, Osun State, between 2008 and 2016.
1.6 Significance of the Study
The outcome of this study will be useful to the general populace and health practitioners cum administrators and policy makers. This research sought to assess the impact of SERVICOM on public service delivery in OAUTHC. Policy makers will be assisted through this study to appraise the service programme in Nigeria. It will also provoke further research by students, social and public administrators, including other interested persons or bodies that wish to better the lots of our people through an effective and efficient services delivery in Nigeria.
It will create more public awareness on the relevance of SERVICOM as a road map to our national greatness since it is impossible for every citizen to be directly involved in the government mechanism, and thus the study is significant as it attempts to assess the nature of SERVICOM and its effect on the social service delivery to the customers of OAUTHC.
1.7 Definition of Key Terms
• Bureaucrats: both a body of non-elective government officials and an administrative policy-making group. Historically, a bureaucracy was a government administration managed by departments staffed with non-elected officials.
• Corruption: a form of dishonest or unethical conduct by a person entrusted with a position of authority, often to acquire personal benefit. Corruption may include many activities including bribery and embezzlement, though it may also involve practices that are legal in many countries.
• Governance: Establishment of policies, and continuous monitoring of their proper implementation, by the members of the governing body of an organization. It includes the mechanisms required to balance the powers of the members.
• Healthcare: Health care or healthcare is the maintenance or improvement of health via the diagnosis, treatment, and prevention of disease, illness, injury, and other physical and mental impairments in human beings.
• Public Service: Public service is a service which is provided by government to people living within its jurisdiction, either directly (through the public sector) or by financing provision of services.
• Service Delivery: Service delivery is a component of business that defines the interaction between providers and clients where the provider offers a service, whether information or a task, and the client either finds value or loses value as a result.
• SERVICOM: SERVICOM is an acronym derived from the words SERVICE COMPACT. Compact is a formal agreement between two or more people. In this case SERVICOM is a Service Compact (Agreement) between the Federal Government including all its organs and the Nigerian people.
• SERVICOM charter: the operational day-to-day implementation of SERVICOM.
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