ASSESSMENT OF SERVICE COMPACT (SERVICOM) ON PUBLIC SERVICE DELIVERY IN SELECTED FEDERAL TEACHING HOSPITALS IN NIGERIA
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- Recommended for : Student Researchers
- NGN 3000
ABSTRACT
Service Compact (SERVICOM) is probably seen to have played considerable roles in public service delivery system, to which certain issues and problems as identified might have acted as impediment to the workings of most federal teaching hospitals. The effect of SERVICOM in key service delivery areas may have in recent time become a source of concern as substantial attention has not been paid to its centrality. By drawing a contour of successes and failure of SERVICOM, this study investigated the consequences, challenges and effects of SERVICOM in service delivery in the selected Federal Teaching Hospitals in the South-East. The study utilized both primary and secondary data. Survey method, in-depth interview and questionnaires were utilized to source primary data. These include: 15 unstructured key informant interviews with four doctors, four pharmacists, three nurses, two administrators and two heads of SERVICOM units. Moreover, about 260 questionnaires were also administered among the two chosen institutions of University of Nigeria Teaching Hospital (UNTH) and Nnamdi Azikiwe University Teaching Hospital (NAUTH) in a ratio of 130:130 each. The secondary data were drawn from library and archival documents. The study employed quantitative, descriptive and content analysis approach. The study is situated on the Bureaucratic Theory. The study revealed that public service is currently being positively impacted by the service compact initiative. The study observed that service promotion, courteous treatment, staff attitude and timeliness which enhance efficiency in public service were greatly adhered to in attending to the ideals of service compact (SERVICOM) initiatives. The study discovered that there are great positive significance in the relationship between lack of service compact initiative and poor service delivery in public service. Conclusively, the effect of the establishment of service compact initiative has impacted positively on the running of public service. This could be seen by evidence in the improved service delivery system. High efficiency and effectiveness as being experienced in many government institutions like UNTH and NAUTH respectively.
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