INTRODUCTION

The Reform Coordination and Service Improvement Department was created by the Government to facilitate the on-going reforms process in the Federal Public Service. The Department is made up of three (3) Divisions, namely:

• Reform Division;
• Servicom Division; and
• Innovation Divisions

The Legal framework establishing the Department is as follows;

The Reform Coordination & Service Improvement Department was established in compliance to the circular Ref No: HCSF/CMO/EM/243/17 dated 11th March 2014.

Mandate

Mandate of the Reform Co-ordination and Service improvement Department

In line with our mandate, the Department provides the under-listed services:

• Implementation of Reform agenda of the Federal Government.
• Disseminating best practices and other tips on service delivery improvement to the Ministry.
• Submit quarterly SERVICOM compliance in all activities of the Ministry.
• Facilitating a safe and conducive working environment for staff at levels of Service Delivery. Spearheading the Ministry’s Service Delivery Initiative through SERVICOM Compliance.
• Instituting a Complaints Procedure and addressing Grievances.
• Annually producing, reviewing, and monitoring the performance of Charters of the Ministry and its Parastatals.
• Ensuring the promotion of quality assurance and best practices in the Ministry’s performance of its functions.
• Monitor and evaluate the progress and improved performance of the Departments/Units and Parastatals of the Ministry.
• Providing a comprehensive and effective training policy for frontline staff on Customer Relations and related matters.
• Serves as a link between the Ministry and SERVICOM Office in the Presidency; and
• Serves as a Secretariat of the Ministry Ministerial SERVICOM Committee.

Structure of the Department

Ideal Administrative structure of Reform Coordination & Service Improvement Department is as follows;

The RC&SI Department is headed by a Director and structured similar to other Departments with Divisions to be overseen by Deputy Directors while the Units are headed by Assistant Directors.

Functions of the RC & SI Department

• Provide advice, leadership, and guidance on all matters of reform and innovative practices including special assignments in the MDAs
• Coordinate, monitor and evaluate the implementation of Reforms activities and programmes to ensure that reforms objectives are being realized in the MDA.
• Conduct, support research and analysis on public service reforms implementation efforts, with particular reference to their policy implication.
• Disseminate information on all aspects of public service reform activities in the MDAs.
• Collect baseline data on Service Delivery issues and levels, identify critical areas for reform.
• Liaise with Reforms Coordination Directorates in other MDAs on cross-cutting reform issues.
• Maintain a regular flow of information on reforms issues
• between the MDA and Bureau of Public Service Reform (BPSR).
• Monitor social, economic, and political trends that might affect the MDA’s implementation or support for reforms and make recommendations to enhance service delivery.
• Conduct surveys, internal and external, to identify impediments to high performance and develop interventions to overcome challenges.
• Spearhead the MDA Service Delivery Initiatives through SERVICOM compliance; and
• Apply and create new improvements in the business, and re- engineering methodologies and principles to conduct process modernization in the MDA

IDEAL ORGANOGRAM