INTRODUCTION: The Management of the Board underscores the commitment to improving service delivery as a priority which necessitated the transformation of the then existing SERVICOM Unit to a department known as the Reform Coordination and Service Improvement Department (RC&SI).
Preamble: The major objective for the creation of the department is to serve as an eye watch for the Board’s Service Delivery, and the Department became fully operational in June, 2020. However during the period in view the department had a working operational plan in which the following reports were drawn.
Staff Strength
The department consists of Four (4) staff
Functions;
- Serves as focal point for driving all change, reform, innovation and improvement efforts within the BOARD in line with the overall framework of Government.
- Works with leadership of the BOARD to identify processes, systems and service gaps in order to develop interventions and eliminate such gaps with the guidance of the BOARD.
- Manages and drives SERVICOM aims and initiatives within the BOARD.
- Troubleshoots service failure and develop proposals to address them.
- Researches and identifies good practices that can be adopted/adapted to improve service delivery in the BAORD.
- Assists the Management of the Office to articulate and coordinate their change agenda in line with service policies and standard.
Promotion
- We had just (1) one member of the department who sat for the 2023 promotional examination.
Training
- We had just one training which was held in Keffi Nasarawa State, the training was title Performance Monitory and Reporting; the training was attended by Mrs Rosemary
Goals
- To be a catalyst of change by promoting best practices in the course of providing effective services.
- To facilitate effective and efficient service delivery
- Supervising its implementation with periodic reviews as well as embarking on sensitization programmes to create awareness among staff, customers, and other stakeholders.
Objectives
- Develop and launch initiatives to drive and mainstream a continuous service improvement culture within the BOARD.
- Periodically conduct and monitor performances to determine levels of customer satisfaction, particularly of Tertiary Health Institutions (eg Teaching hospitals and medical centres.
