The Director-General, Lagos State Office of Transformation, Creativity and Innovation (OTCI), Mr. Toba Otusanya, has urged Chartered Ministries, Departments and Agencies (MDAs) in the State to comply with service standards peculiar to their MDAs, especially as it relates to service delivery targets for customer satisfaction.
In a statement released by OTCI on Monday, Otusanya added that the Office is currently undertaking a comprehensive evaluation of the services of MDAs at specified intervals to determine their compliance with delivery standards promised in their MDAs Service Charter.
The Director-General added that individual MDAs would be assessed at least once or twice a year and, thereafter, OTCI would develop service improvement plans for those evaluated to ensure their service improvement plans are implemented.
Pointing out that the Service Charter is a living document that evolves in line with changes that occur within the MDA, Otusanya added that MDAs are expected to regularly review their Service Charter as improvements are made on practices, processes and procedures to ensure its continued relevance and effectiveness.
He, therefore, charged Service Delivery Officers/Directors in the Chartered MDAs to ensure that adequate awareness is created to promote their services for the benefit of the Public, just as officers are empowered to demand their rights; ensure that their front offices are maintained; improvements are made on their timelines; relationship with their customers is improved; internal mechanisms are put in place to effectively carry out periodic monitoring and evaluation as well as the institution of effective mechanisms for Complaints/Grievance Redress.
In a related development, a team from the Office, led by the Head of Branding, Mr. Rufai Olalekan, embarked on a service-wide Monitoring and Evaluation exercise as well as compliance spot checks of all Chartered MDAs and Health Facilities to ascertain their level of compliance to the Service Charter Initiative.
At each of the 29 Chartered MDAs and 17 Health Facilities visited, assessed and evaluated, the team undertook an on-the-spot assessment of their facilities, identified gaps, some of which were addressed immediately, while others were deferred for a more comprehensive review.
The team also met with Accounting Officers of the Chartered MDAs visited, discussed their observations and encouraged the rejuvenation of the Service Charter activities in those MDAs as well as a review of their Charter Documents.
The Monitoring and Evaluation (M&E) exercise forms part of the criteria used for assessment during the Service Charter Week, an annual event set aside to recognise and reward Public Servants and MDAs who have contributed positively within the period to the growth and development of Service Charter in the State.
The just-concluded monitoring and evaluation exercise was successful and was based on the five drivers of Service Charter, namely Service Delivery, Timeliness, Information, Professionalism and Staff Attitude.
