Reform Coordination

The Reform Coordination and Service Improvement Department spearheads civil service reforms, institutional innovation, operational efficiency, and SERVICOM service delivery standards across the Ministry.

Mandate

• Driving institutional change and civil service reform initiatives outlined by the Federal Government.
• Monitoring implementation of the Federal Civil Service Strategy and Implementation Plan (FCSSIP).
• Coordination of the SERVICOM charter, customer satisfaction monitoring, and resolution of citizen grievances.
• Promoting innovation, digitisation of work processes, and culture transformation across the Ministry.
• Periodic service delivery audits to identify bottlenecks and propose organizational enhancements.

Functions

• Evaluating departmental service delivery standards against established ministerial citizen charters.
• Facilitating workshops and change management retreats for staff.
• Serving as the liaison between the Ministry, the Office of the Head of the Civil Service of the Federation (OHCSF), and the Bureau of Public Service Reforms (BPSR).

Structure

• Reform Coordination Division
• Service Improvement & SERVICOM Division
• Innovation & Quality Assurance Unit