Excellence in Service Delivery - PLEASE

Views:
 
     
 

Presentation Description

No description available.

Comments

Presentation Transcript

Excellence in Service Delivery (SEVICOM), P.L.E.A.S.E : 

Excellence in Service Delivery (SEVICOM), P.L.E.A.S.E Dr. H. Kwame Afaglo (PhD, BSc) 2009

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Service Compact with All Nigerians (SEVICOM) has been around since 2003 and this training pack seeks to highlight the principles entrenched in it using theoretical knowledge with practical examples for all Nigerians. The Bottom – Up approach would be adopted as a complement to leadership – citizenry approach as promulgated.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) How would you react if you make a quick call to the Ministry of Commence & Industry enquiring about bidding for a contract that is gazetted, and the frontline staff responds as: A) Staff: Ministry of Commence & Industry, good morning. Am Omozigbe, please may I help you? B) Staff: H-e-l-l-o. What can I do for you?

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) PLEASE is the core principle of SERVICOM and also regarded as the magic word. P - Politeness and Preparedness L - Liveliness E - Empathy and Ease for client or customer A – Accessibility and openness S – Serviceable and humility E – Evaluation, feedback and monitoring.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Customer E P L E A S

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Recall the premise for this training as Bottom - Up approach. Implying, the Customer or Client or Prospective client or Visitor is the focus. Politeness and preparedness As per SERVICOM ‘It is ….. imperative to change the system of service delivery … Citizens’ expectations of service delivery’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Because the citizen (or customer) is the focus, it is obligatory that he or she must be satisfied from start to end of contact. First impression equally counts just as the entire contact process must be satisfactory within the parameters of the Ministry, Department and Agency (MDA). All personnel in MDA must be prepared to serve anyone who they are in contact with either in person or per medium politely,

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) irrespective of their social or disability status, and in return for customer respect and non-threatening behaviour. The magic word (please) must either precede or conclude activity. Listening is a virtue, and staff must listen and not be a ‘chatterbox’. Frontline staff of MDAs must be fully equipped with relevant data and implements as computers, telephones etc.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) If one is not prepared to be polite to citizens they come into contact with during work, then they rather look for another job. SERVICOM is explicit in its principles as: ‘ No Excuses! Poor service is innate to the Nigeria society, therefore impossible to correct’ (2004) The end result of preparedness and politeness is customer satisfaction per body language as smiles and not gifts (cash) for MDA staff.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Liveliness A satisfied customer brings joy to staff and staff would have fulfilled a primary service delivery obligation. Customer satisfaction is indicative of quality service and one way to achieve that is for staff to be lively. Quality service delivery also rely on MDA staff’s mode of dealing with customers as FAIR and FIRM.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Being fair and firm significantly reduces corruption and affirms effectiveness and healthy working environment , then it elicits trust from service users. SERVICOM charter puts as: ‘SERVICOM charters are promises upon which customer: . can expect quality Service Delivery . break the twin evils of corruption and inefficiency’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) E – Empathy and ease for customer or client During contact with citizenry MDA staff must do well to be empathic. One way of achieving empathy is the act of listening that was earlier mentioned. Simply, “am I serving the citizen the way I would want to be served?” This is mentioned as SERVICOM critical element 2 – customer friendliness as: ‘Staff are attentive and seen and perceived to provide prompt service’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Ease of service delivery is in two fronts as; good subject knowledge and timeliness. Most, if not all activities within MDAs dealings with citizenry should operate on Just-In-Time (JIT). A growing number of customers cannot wait for long anymore, hence JIT is becoming inevitable. To start with, staffs of MDAs must be adequately trained aiming at good subject knowledge.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) A frontline staff who mostly contacts colleague(s) in other to respond to customer enquiries, creates an impression of him or herself and worse of all is delivering nothing but sub-standard services. In this line SERVICOM criterion C – staff training states: ‘Front-line staff have been trained to receive and handle complaints… Staff are empowered to deal with complaints at point of contact’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Inasmuch as customers do not have patience, should they be adequately informed of processes and their respective timing they appreciate it. More so, if they observe that the timing policy is not discriminatory, they tend to be satisfied. Should MDAs incorporate JIT into their operations it would lead to the highly desired effectiveness and amelioration of bribery and corruption.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Customers be attended to on ‘first-come first-serve bases’. Where appropriate the queuing system that integrates computers for ticket generation, big monitors showing and voicing out sequence. SEVICOM driver 2 – timeliness puts it as: ‘Basic considerations . the initial waiting time . the number of times the customer had to contact the organisation to achieve service’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) A – Accessibility and openness. Information must be accessible and sufficiently publicised in other to bridge the gap of ignorance. As an imperative information must be accessible to all irrespective of ability to read, speak, write English or disability. This serves as an ingredient of opening up opportunities for all nationals on fair grounds.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) ‘My people would perish for lack of knowledge’ so says the Bible. Openness is another must. Customers must be given honest information and in simplistic form without being economical with the truth. No hidden cost be inserted in transactions or dealings with customers. Technical jargons must be reduced to the minimum if it can be avoided the better.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) SERVICOM criteria that underscore accessibility and openness of information are: ‘All information be given in plain language, with a minimum of technical and legal jargon…. The organisation has considered the information requirements of those with physical or mental disabilities and those who do not speak or read English’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) S – Serviceable and humility The main task of MDAs is the provision of good services to stakeholders (public, citizenry, customers ), however since the ‘80s there has been a continuous shift towards poor services in MDAs. Hence SERVICOM to rollback quality of service delivery. The former president of Nigeria mentioned it as: ‘Our public offices have for too long been showcases for the combined evils of inefficiency and corruption…Nigeria deserves better’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Quality service delivery implies, the provider must not only be said to be humble but seen acting as such. Humility before the client of citizenry is important. Public service staff must not see themselves as doing the federal government or state a favour but have the understanding that he or she is honoured to give back to nation that trained him or her. In that case, MDA staff should respect and deliver quality services to customers.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) E – Evaluation, feedback and monitoring. SERVICOM has established both benchmarks and parameters in measuring quality service delivery through the echelon of MDA. As an obligation MDAs are expected to measure their service delivery performance from customers’ feedback. These feedbacks must be used to improve the quality of service delivery in all sectors of the economy with the sole aim of satisfying the customer.

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) A dissatisfied customer never comes back of which is a lost revenue and consequently the reduction in the wealth of the nation. MDAs are to show the way in quality service delivery so as to encourage competition and innovation among the private sector and individual citizens. SERVICOM charter concludes as:

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) ‘All Nigerians lose with bad service delivery. All Nigerians will gain from quality service delivery’ (2004)

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) : 

P.L.E.A.S.E. of Service Delivery Programme (SEVICOM) Thank You