ABSTRACT
Service Compact (SERVICOM) is probably seen to have played considerable
roles in public service delivery system, to which certain issues and problems
as identified might have acted as impediment to the workings of most federal
teaching hospitals. The effect of SERVICOM in key service delivery areas may
have in recent time become a source of concern as substantial attention has not
been paid to its centrality. By drawing a contour of successes and failure of
SERVICOM, this study investigated the consequences, challenges and effects of
SERVICOM in service delivery in the selected Federal Teaching Hospitals in the
South-East. The study utilized both primary and secondary data. Survey method,
in-depth interview and questionnaires were utilized to source primary data.
These include: 15 unstructured key informant interviews with four doctors, four
pharmacists, three nurses, two administrators and two heads of SERVICOM units.
Moreover, about 260 questionnaires were also administered among the two chosen
institutions of University of Nigeria Teaching Hospital (UNTH) and Nnamdi
Azikiwe University Teaching Hospital (NAUTH) in a ratio of 130:130 each. The
secondary data were drawn from library and archival documents. The study
employed quantitative, descriptive and content analysis approach. The study is
situated on the Bureaucratic Theory. The study revealed that public service is
currently being positively impacted by the service compact initiative. The
study observed that service promotion, courteous treatment, staff attitude and
timeliness which enhance efficiency in public service were greatly adhered to
in attending to the ideals of service compact (SERVICOM) initiatives. The study
discovered that there are great positive significance in the relationship
between lack of service compact initiative and poor service delivery in public
service. Conclusively, the effect of the establishment of service compact
initiative has impacted positively on the running of public service. This could
be seen by evidence in the improved service delivery system. High efficiency
and effectiveness as being experienced in many government institutions like
UNTH and NAUTH respectively.
Word Count: 319
Keyword: Service Compact, Service Delivery,
Government Institutions,
Public Service,
Teaching Hospitals, Efficiency and Effectiveness.
TABLE
CONTENTS
Title Page i
Approval
Page i
Dedication ii
Acknowledgement iii
Certification iv
Abstract v
Table of
Content vi
CHAPTER ONE
INTRODUCTION
1.1 Background for the Study 1
1.2 Statement of the Research Problem 5
1.3
Research Questions 5
1.4 Objectives of the Study 6
1.5 Justification/Significance of the
Study 6
1.6 Operational Definition of Key Variables in
the Hypotheses 7
1.7 Scope of the Study
7
1.8 Limitations of the Study
8
CHAPTER TWO
REVIEW OF LITERATURES AND RESEARCH DESIGN 10
2.1 Literature Review
11
2.2 Significance and Gap in Knowledge in the
Literature 40
2.3 Theoretical Framework 41
2.4 Research Hypotheses
45
2.5 Method of Research
46
2.5.1 Identification of Key Variables /Study
Area 46
2.5.2 Population of the Study/and Sampling
Procedure 46
2.5.3 Method of Data Collection (Sample
Techniques) 47
2.5.4 Research Instruments of
Data Collection 48
2.5.5. Method of Data
Analysis 48
CHAPTER THREE
RESEARCH METHOD AND THE ANALYSIS OF
SERVICE
COMPACT INITIATIVE AND INSTITUTIONAL
AWARENESS
3.0. Introduction
49
3.1. Respondents Characteristics and
Classification 49
3.2. Government and Service Compact Initiative 52
3.3
Patients and the SERVICOM Charter 55
3.4. Presentation and Analysis of the findings on
Hypothesis One 59
CHAPTER FOUR
GENERAL APPRAISAL OF SERVICE COMPACT
SYSTEM AND PUBLIC SERVICE DELIVERY
4.0 Introduction
62
4.1. Service Compact Initiative in Public
Service and Service Delivery 62
4.2. Presentation and Analysis of the
findings on Hypothesis Two 63
CHAPTER FIVE
THE GENERAL IMPLICATIONS AND
IMPEDIMENTS TO THE ACTIVITIES OF
SERVICOM
5.0. Introduction 69
5.1. Staff
Attitudinal Behaviour, Lack of Responsibility and Poor Service
Delivery
69
5.2. Presentation
and Analysis of the findings on Hypothesis Three 70
5.3. Discussion
of Research Findings 75
CHAPTER SIX
CONCLUDING ANALYSIS
6.0 Introduction
77
6.1 Summary
77
6.2. Conclusion
78
6.3. Recommendation
78
Bibliography
81
Appendix(es)
88
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND
FOR THE STUDY
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. The public service
refers to all organizations that exist as part of the federal government system
responsible for the implementation of policy decisions and delivery of social
services (Tamuno, 2004). According to Adamolekun (1991), 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
assemblies; the judiciary; the armed forces; the police and other security
agencies. There are also the paramilitary services like immigrations, customs,
prisons, civil defence, National Drug Law and Road Safety among others. In the
parastatals and agencies including social service, commercial oriented
agencies, regulatory agencies, educational institutions, teaching hospitals and
research institutes among others. The public service with its long history is
indicative of its phenomenal growth in response to the development needs of
Nigerian societies over the years. Members of the public service compared with
members of parliament are not limited to a short term of office at the end of
which they may or may not be reelected into office. Rather, while elected
members of parliament of public office holders come and go, public servants
remain in the office (Fagbemi, 1987).
It is imperative to note, according to Coleman (1982) that the civil
service structure was borrowed from the west minister model with its
characteristics of impartiality, anonymity and political neutrality. Being a
major instrument of government to achieving its socio-economic and political
objectives, its duty consist of assisting in policy formulation by advising the
political boss, implementing, monitoring and evaluating decided policies; and
also provide continuity in administration of such periods when there was
disruption of political direction or abrupt change in the government of
Nigeria. Evidently also, the influence of the British system of administration
remains very prominent on the Nigerian Public Service system and it has contributed
to the shaping of the present bureaucratic setting.
Nevertheless, the Nigeria public service has greatly deviated from the
inherited British system of administration that is noted for prompt and
efficient service delivery while administering the Nigerian state. An argument
many scholars like Badmus (2012), Igwilo (2012) and Alalade (2006) noted was
due to improper learning, crave for wealth, poverty and insincerity on the part
of the technocrat who collect the instrument of administration from the British.
A failure that has constituted impediments 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 (King, 1988). 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). Only few
Nigerians expect to get routine acknowledgement of letters written to public
offices, let alone getting attention for telephone enquiries; also few
Nigerians will apply for service without budgeting time and money to follow
their applications from desk to desk. With this attitude, the public servants
cannot allow the system to become efficient, where the criteria for efficiency
are based on satisfaction of the citizens.
To this end, Ezeani (2006) observed that the vicious circle for one to
get through the inefficient system, one has to part with money, officials who
operate that system, make sure it stays this way and inefficient. The poor
service has become so ingrained in the system that “the Nigerian way” seems
congenital to the Nigerian society. Premised on these stated problematic
underpins, former President, Chief Olusegun Obasanjo in year 2003, constituted
a committee of experts headed by Dr. Wendy Thomas to help Nigeria do a
diagnostic audit of the system, examine institutional environment for service
delivery, reflect on people’s lives and experiences and draw a road map for a
service delivery
·
programme. The committee’s report was commissioned in
December 2003 with the following conclusions and recommendations:
- Services are not serving people they are
inaccessible poor in quality and indifferent to customer needs;
- Public confidence is poor, institutional
arrangements are confusing and wasteful;
- A far-reaching transformation of Nigerian society
through a service delivery
programme as a step in the process
of moving to a government that is more in touch with the people.
The service delivery programme
should:
- Create ‘citizens’ and ‘customers’ demand;
- Instill higher expectations of public services;
- Communicate service entitlements and rights;
- Publish information about performance;
- Redesign the services around customer
requirements;
- Success of the programme will require committed
leadership from the top;
- Government should demonstrate leadership
commitment with a public declaration about service delivery.
The committee’s report was commissioned during a special presidential
retreat on service delivery in Nigeria, the President and the Ministers entered
into a Service Compact With All Nigerians (SERVICOM).
The compact’s provision says:
“We dedicate
ourselves to providing the basic services to which citizens are entitled:
timely, fairly, honestly, effectively and transparently” (Reports, 2003:21).
By SERVICOM, it was also agreed
that all ministries, parastatals and agencies and all other governmental
departments will prepare and publish, not later than the first day of July,
2004, SERVICOM chapters whose provisions will include:
- quality service designed around customers’
requirements;
- set out citizens’ entitlements in ways they can
readily understand;
- list of fees payable and prohibit illegal
demands;
- commitment to provision of services within
realistic time-frames;
- specify officials to who complaints may be
addressed;
- publish these details in conspicuous places accessible
to the public;
- conduct and publish surveys of customer
satisfaction (Reports, 2003:21-23).
1.2 Statement
of the Research Problem
The Federal Government of Nigeria
has observed that inefficiency and corruption are rampant in Ministries,
Departments and Agencies (MDAs). In response, Government mandated them to
establish SERVICOM units to address the problem of poor service delivery and
poor human relations with customers and clients. The effect of the initiative
on the quality of service delivery in tertiary level teaching hospitals in
South-Eastern Nigeria since inception, has not been ascertained; hence, this
study, poised to expose this ill also deemed it necessary to explaining further
the problematic effect of service dissatisfaction to the people with the aid of
the tools of SERVICOM.
1.3
Research Questions
The following questions are answered by this study:
(a)
What is the relationship between Service Compact Initiative
and efficiency
in the Public Service of Nigeria?
(b) Is there negative relationship between
Service Compact Initiative and Service delivery challenges facing Teaching
Hospitals in the South Eastern Nigeria?
(c) Is the Service Compact Initiative
positively improving Service delivery in the selected Teaching Hospitals in the
South – Eastern Nigeria?
1.4 Objectives
of the Study
The following are the objectives of the study:
The general objective is:
(a)
To examine how the activities of SERVICOM affects both
employee, customers, organization and society in general.
The
specific objective are:
(a) To identify the key service delivery issues
in the selected teaching hospitals;
(b)
To evaluate the general challenges facing SERVICOM in terms of improving
service delivery in the selected institutions;
(c)
To assess the place of SERVICOM in key service delivery areas in the
selected teaching hospitals in South-Eastern Nigeria;
1.5 Justification/Significance
of the Study
This study is significant for various reasons. It provides the context
to understand how service delivery initiatives and innovation could lead into
service commitment in public organizations. It also broadens knowledge on the
novel implementation of SERVICOM to mitigate against power arbitraries and
public frustration in gaining access to effective service in the public
service.
The study adopts both theoretical and practical significance.
Theoretically, it provide the context for understanding how service delivery
initiatives and innovation lead to service commitment in public organizations.
It provide resource materials for further research in public service delivery.
Practically, the study discovers and exposes the causes of ineffectiveness and
inefficiency in service delivery in the public service in general and selected
Teaching Hospitals in particular, so as to use SERVICOM to address them. With
improvement in the services being delivered by these two major hospitals with
very large clients, as a result of this study, the study prime itself as
justified and very beneficial to humanity.
1.6. Scope of the Study
This research focuses on service
delivery in the Federal Teaching Hospitals in South-Eastern Nigeria. The work
is delimited to two Federal Teaching Hospitals: University of Nigeria Teaching
Hospital, Ituku-Ozalla, Enugu state and Nnamdi Azikiwe Teaching Hospital,
Nnewi, Anambra State. The study covers the period, beginning from when the
programme was inaugurated, between 2004 and 2013.
1.7
Operationalization of Concept
The
following research concepts are however operationalized for easy comprehend of
the study:
Assessment: this is the
process and procedure of examining the true state of a body or institution. It
can be looked at both positively and negatively.
Efficiency: Efficiency
is the ratio of output to input or the amount of output per unit of input. It
is the rate of performance in attaining an expected goal.
Effectiveness: This is the
relationship between an organisation’s output and its objectives. It explains
the measures of efforts puts in attaining the expected goal, which in turn
shows the general ability of the workers to the organisation.
Productivity: This is the measure of output from
a production’s process per unit of input. It is the degree of success attained
based on the ratio and rate of performance in an
organization.
Public Service: this are the
federal government owned institutions, agencies and bodies. It is where
government jobs are being done by the government employed staff.
Output: This is the
quantity of goods or the amount of work produced following the combined efforts
of efficiency and effectiveness puts in organizational production. It is the
result attained against all efforts exerted in the process of production.
Outcome: This is the
resultant goal of an action taken in an organization. It is something that
follows from an action, dispute and/or situations.
Service Compact: this is the
proper manner of carrying out duties in government or private organizations. It
deal with promptness and diligent in discharging a particular task or job.
Service Delivery: This is the
manner through which service is rendered to the public. It shows how effective
and efficient an organization performs in serving the people.
1.8 Limitations
of the Study
The execution of the research study was limited by fund and time, though
these limitations do not have significant influence in the reliability of this
work. The study was restricted to two Federal Teaching Hospitals out of three
in the South-Eastern Nigeria, the huge financial expenses and time which could
have been incurred was avoided. One of the challenges of this study is the
inability of the researcher to have unhindered access to most of the bad
recorders of public service delivery systems. There was also the inability of
the researcher to confirm some stories that prompt up the needs for SERVICOM in
public service. There was also difficulty in having access to some of the
records and the documents related to scope due to “official secrets” or
“confidentiality” practices in the public service. The attitude of the respondents
also constituted a serious limitation to the study. Most of the literatures
used were recent and produced after the establishment of the policy. This is
due to the fact that indigenous materials that could have served as sources of
information were not found or otherwise lacking. Despite this limitation, the
study was able to fulfill the set objectives.
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