The Reform Coordination and Service Improvement (RCSI) Department was upgraded to a full Department from being a Ministerial SERVICOM Unit in August, 2014. This was as a result of a Circular from the Office of the Head of the Civil Service of the Federation creating and realigning certain Departments in Ministries, Department and Agencies (MDAs). The Department is responsible for cascading and ensuring effective implementation of all Federal Government’s Reform Initiatives in the Ministry

REFORM COORDINATION AND SERVICE IMPROVEMENT DEPARTMENT

Vision

To be an effective and efficient change agent for quality and innovative service delivery institution towards the growth and development of NPC and the national economy at large.

Mission

To promote service excellence in NPC compliance and reforms for continuous optimum quality improvement and satisfaction for the public.

FUNCTIONS OF THE DEPARTMENT

The followings are the functions of the Department:

  1. Serves as the focal point for driving all changes, reforms, innovations and improvement efforts of the government within the Ministry in line with the overall framework set by the Bureau for Public Service Reforms (BPSR), Office of the Head of the Civil Service of the Federation (OHCSF) and other Agencies of Government
  2. Coordinate, drive, monitor and report on the Reform Agenda of the Ministry;
  3. Research and identify good practices that can be adopted/adapted to improve service delivery in the Ministry’s processes;
  4. Manage and drive SERVICOM aims and initiatives in the Ministry;
  5. Supervise and evaluate the Parastatals under the purview of the Ministry to ensure compliance within SERVICOM guidelines;
  6. Develop and launch initiatives to drive and mainstream a continuous service improvement culture within the Ministry;
  7. Support the Management of the Ministry in articulating and coordinating its change agenda in line with service policies and standards;
  8. Institute a Complaints Procedure including grievance and redress mechanism for the Ministry;
  9. Provide Secretariat for the Ministerial SERVICOM Committee and  implement all its decisions;
  10. Ensures implementation of Executive Order 001 in the Ministry;
  11. Liaise with the Departments in the Ministry to develop, refine, improve and recommend more efficient processes of activities for the Ministry to achieve its mandates;
  12. Support OHCSF in cascading the contents of the Federal Civil Service Strategy and Implementation Plan (FCSSIP 2021-2025) and the implementation of the Plan;
  13. Develop and deploy Change Management Tools and Practices to institute sustainable improvement in the Ministry;
  14. Identify processes, systems and service gaps in the Ministry and liaise with Bureau of Public Service Reform (BPSR) and OHCSF to develop intervention programmes to eliminate such gaps;
  15. Secretariat for Implementation of MBNP Freedom of Information (FOI) Committee in the Ministry;
  16. Manage and drive Anti-corruption and Transparency Unit (ACTU) in the Ministry;
  17. Carries out independent survey of services provided to citizens and staff by the Ministry of Budget and National Planning, i.e adequacy, timeliness, and customer’s satisfaction and widely publicize the results to keep citizens fully informed.

STRUCTURE OF THE DEPARTMENT

The Department has Three (3) Divisions, namely: Reform, Service Improvement and Service Innovation.  SERVICOM Division comprises of three (3) Sections, which are Service Charter, Service Improvement and Complaints. On the hand, Reforms Coordination Division is made up of External Reforms, Internal Reforms and Performance Management System  (PMS) Sections, while the Innovation  and Service Improvement Division comprises of two sections, which includes Innovation/ Implementation and Partnership and support.

 

ORGANOGRAM OF THE DEPARTMENT

  • Mrs Adesola O. Oluyide Director, Reform Coordination & Service Improvement/Nodal Officer
  • Mrs. Angela Guar Service Improvement Officer
  • Mr Henry Onwumene Charter Desk Officer
  • Mrs. Lawretta Oyakhaemen Customer/Complaints Desk Officer
  • Mrs. Ajayi Esther Toyin Secretary to Director/Nodal Officer
  • Please direct all enquiries to: Honourable Minister, Budget and Economic Planning
  • Attn: Director, Reform Coordination and Service Improvement Dept/Nodal Officer Ministry of Budget and Economic Planning,
  • Plot C31010, Adekunle Fajuyi Crescent, Central Business District, Abuja Email:servicom@nationalplanning.gov.ng Tel: 08054864471

ACTIVITIES PERFORM BY THE DEPARTMENT

  • Production of Freedom of Information Act, 2011
  • Production and Implementation of Whistle Blowing Guidelines/Policy for the Ministry
  • Quarterly Presentation of Report on Performance of Ministerial/ Parastatal SERVICOM Units at the SERVICOM Office
  • Production and Implementation of reviewed Whistle Blowing Guidelines/ Policy
  • Production of FMFBNP Change Management Framework/ Guideline
  • Production of Attitudinal Change Management framework for successful implementation of Open Government Partnership
  • Manage the Department to serve as focal point for driving all change, reform, innovation and improvement efforts within the Ministry in line with the overall framework set by BPSR, OHCSF and other Central Agencies of Government;
  • Effective coordination of the development of the Ministry’s Standard Operating Procedure (SOP)
  • Development and implementation of Integrated Service Charter document for the Ministry
  • Constitutes and inaugurate Reform Champions in all Departments of the Ministry
  • Work with leadership of the Ministry to identify processes, systems and service gaps and with BPSR and OHCSF to develop interventions to eliminate such gaps
  • Coordinate, drive, monitor and report on the Reform Agenda for the Ministry
  • Manage and drive SERVICOM aims and initiatives within the Ministry to ensure the development and implementation of charters, raise citizens satisfaction, increase citizens awareness, develop robost performance monitoring & reporting systems and ensuring the sustainability of SERVICOM
  • Troubleshoot service failures and develop proposals to address them;
  • Research and identify good practices that can be adopted/adapted to improve service delivery in the Ministry
  • Liaise with the Ministry’s Departments and the OHCSF to develop, refine, improve and recommend more efficient processes and systems for the Ministry to achieve its objectives;
  • Develop and launch initiatives to drive and mainstream a continuous service improvement culture within the Ministry
  • Develop and deploy change management tools and practices to institute sustainable improvements in the Ministry
  • Assist the leadership of the Ministry to articulate and coordinate their change agenda in line with Service policies and standards

Department ​

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