REFORM COORDINATION AND SERVICE IMPROVEMENT DEPARTMENT
The Department of Reform Coordination and Service Improvement was established by Circular No. HCSF/CME/234/17 of 11th March 2014. This was informed by the need to mainstream Government Public Service Reform Programmes and sustain the implementation of Reform Initiatives by bringing all such programmes under one umbrella to facilitate their effective management. It is expected that more Divisions will be added as the Department expands.
To be a catalyst of change by promoting best practices and a corruption-free Ministry in the course of providing effective services in the Humanitarian, Disaster Management and Social Development sector.
Facilitating effective service delivery and eradicating all forms of corrupt practices through Charter formulation, supervising its implementation with periodic reviews as well as embarking on sensitization programs to create awareness among staff, clients, target groups and other stakeholders.
The Department has the following mandates:
- To initiate, coordinate, drive, monitor and ensure full implementation of Government Reform Agenda in MDAs.
- To identify lapses in work processes systems and service gaps and with the Bureau of Public Service Reforms and Office of the Head of Civil Service, develop interventions to eliminate such gaps.
- To manage the Ministry’s Service Delivery Infrastructure and enhance the Ministry’s capacity to provide effective customer-focused Services through the promotion of the aims, principles, initiatives, and tenets of SERVICOM.
- To promote innovation in the modus operandi of the Ministry.
- To monitor, detect, and prevent corruption in the Ministry and its Agencies through enlightenment and education, preliminary investigation, system study/review, and budget monitoring and evaluation.
- Formulate the Federal Ministry of Humanitarian Affairs, Disaster Management and Social Development Code of Ethics and its periodic review.
The Department, for now, is made up of four Divisions, namely:
- Reform Coordination Division
- Ministerial SERVICOM Division
- Innovation Division
- Anti-Corruption and Transparency Division
6.0 FUNCTIONS OF THE DIVISIONS
The key functions of the Divisions are listed as follows:
6.1 REFORM COORDINATION DIVISION
- Serve as the focal point for driving all change, reforms, innovations and improvement efforts within the Ministry.
- Liaise with the Ministry’s Departments and the Office of the Head of Civil Service to develop, refine, improve and recommend more efficient work processes and systems for the Ministry.
- Develop and deploy change management tools and practices to institute sustainable improvement in the Ministry.
- Identify and research into good services with a view to adopting the best options for possible adaptations to Service Delivery in the Ministry.
- Check the levels of implementation of Government Circulars in the Ministry with a view to ensuring that circulars are correctly implemented.
6.2 MINISTERIAL SERVICOM DIVISION
- While the Reform Coordination Division focuses attention on making work processes more efficient by closing gaps and overlaps in the system, the Ministerial SERVICOM Division addresses issues of Ethical Reorientation and attitudinal changes for the delivery of effective and satisfactory Services to Customers. This is achieved through the under-listed functions:
- Spearhead the Ministry’s (including extra-ministerial Departments and Parastatals) Service Delivery Initiative through SERVICOM Compliance Evaluations.
- Manage the Ministry’s customer relations Policy including providing opportunities for customers’ feedback on services.
- Disseminate best practices and other tips on Services Delivery Improvement.
- Carry out Sensitization Programmes on the Principles, Aims and Tenets of SERVICOM for Staff of the Ministry in the Headquarters, Out-Stations and its agencies to achieve attitudinal change.
- Develop, update and publish the Ministry’s Service Delivery Charter with a view to creating the necessary awareness of the expectations, rights, and obligations of the Customers.
- Institute a complaint procedure and grievance Redress Mechanism for the Ministry.
6.3 INNOVATION DIVISION
- Raise awareness on innovation through creating an online innovation network that showcases existing innovation in the service to foster knowledge sharing
- Creation of innovation pipeline to encourage ideas and concepts through partnerships with innovative companies, workshops and secondments and launching in-house tools via brain storming sessions and innovation boot camps; and
- Launch of innovation competitions amongst Departments and Units in the Ministry.
6.4 ANTI-CORRUPTION AND TRANSPARENCY DIVISION
- Responsible for enlightening and educating the staff of the MDAs against corrupt practices.
- Carry out preliminary investigation on all petitions sent to the Ministry on corrupt practices and report the same to the Management, ICPC, EFCC, and Office of the Head of the Civil Service of the Federation as the case may be.
- Carry out studies of all operational systems and procedures in the Ministry and make recommendations to the Management.
7.0 PROCESSES OF IMPLEMENTATION
- Collaborations with other Departments at the Headquarters, Parastatals of the Ministry, ICPC, EFCC, BPSR, CCB, OHCSF, and other stakeholders in the Humanitarian, Disaster Management and Social Development sector.
- Appointment of Departmental Representatives to serve as monitors and strengthen SERVICOM Compliance in Departments of the Ministry.