SERVICOM AND SERVICE DELIVERY IN THE PUBLIC SERVICE
ABSTRACT
ABSTRACT
The government has induced series of measures that focuses on improving the service delivery function of public service organizations. Hence the ability of the public service to continue to serve competently depends on its capacity to improve their level of performance. SERVICOM signals a realization that the public service can do better in order to serve the public adequately. This research focuses on the impact of SERVICOM in public service organisation. The methodology used in the study was a selection of 200 respondents from five government ministries in Benin City. Questionnaires were administered to all the main stakeholders in the services delivery chain, both staff and customers of organizations. The analysis of result shows that SERVICOM is gradually
improving the quality of service in the public service. However little attention has been given to training, monitoring and evaluation of performance. The study recommends training and increase in public awareness. It also recommends monitoring and evaluation of performance to ensure that SERVICOM delivers what it promises.
