Service Delivery Management in Nigeria

Abstract

This study looked into Servicom and Service delivery in the Nigerian Public Sector, a case study of University of Maiduguri Teaching Hospital [UMTH]. To accomplish this study both primary and secondary data were used, primary data were sourced from patients at the University of Maiduguri Teaching Hospital, in which they responded to structured questionnaires, while secondary data were sourced from published materials. Each research question was presented using simple percentage method. The study revealed that patients at the University of Maiduguri Teaching Hospital [UMTH] have knowledge about Servicom and the Servicom initiative programme has rebuilt their loss trust and confidence in service delivery and they are now sure of their right to be served right, confidence to challenge bad service and raised expectations on service delivery. Based on the findings made a number of recommendations were made and this includes suggestion boxes should be put in public places to facilitate the making of suggestion for improvement in levels of service at the UMTH, monitor and report by Servicom UMTH to the Chief Medical Director [CMD] on the progress made by each department for Servicom to be effective.