Project – Public service delivery in Nigeria. – A case study of Lagos state civil service

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CHAPTER ONE

INTRODUCTION

• Background to the Study

Public service delivery in Nigeria has been a subject of intense scrutiny and debate over the years. The quality and efficiency of public services are critical to the development of any nation, and Nigeria is no exception (Oyedele, 2012). However, the public service delivery system in Nigeria has been plagued by numerous challenges, including corruption, inadequate funding, lack of skilled personnel, and poor infrastructure (Adeyemo, 2011). These challenges have significantly hampered the ability of public service institutions to deliver quality services to the Nigerian populace.

The issue of corruption is particularly pervasive in the Nigerian public service delivery system. According to Transparency International’s Corruption Perceptions Index, Nigeria ranks 149 out of 180 countries, indicating a high level of corruption (Transparency International, 2020). This corruption manifests in various forms, including bribery, embezzlement, and nepotism, and it significantly undermines the efficiency and effectiveness of public service delivery (Oyedele, 2012).

Inadequate funding is another major challenge facing public service delivery in Nigeria. Many public service institutions are underfunded, which hampers their ability to deliver quality services (Adeyemo, 2011). This lack of funding often results in poor infrastructure, inadequate equipment, and low staff morale, all of which negatively impact the quality of service delivery. Furthermore, the lack of skilled personnel in many public service institutions exacerbates these challenges.

Despite these challenges, there have been some notable efforts to improve public service delivery in Nigeria. For instance, the Nigerian government has implemented several reforms aimed at enhancing the efficiency and effectiveness of public service delivery. These include the introduction of the Servicom (Service Compact with all Nigerians) in 2004, which aims to promote service delivery in public institutions (Federal Republic of Nigeria, 2004).

However, the effectiveness of these reforms has been a subject of debate. While some scholars argue that these reforms have led to significant improvements in public service delivery (Oyedele, 2012), others contend that they have had little impact due to the persistence of corruption and other systemic challenges (Adeyemo, 2011).

Furthermore, while public service delivery in Nigeria faces numerous challenges, there are also opportunities for improvement. Continued efforts to combat corruption, increase funding, and enhance the skills of public service personnel are critical to improving the quality and efficiency of public service delivery in Nigeria. Future research should focus on evaluating the effectiveness of ongoing reforms and identifying additional strategies for enhancing public service delivery.

• Statement of the Problem

The problem of public service delivery in Nigeria is multifaceted and complex. The country, despite its vast resources, has struggled to provide basic public services to its citizens. This has been attributed to a myriad of issues including corruption, inadequate funding, poor infrastructure, and lack of skilled manpower (Adeyemo, 2011).

Corruption, in particular, has been identified as a major impediment to effective public service delivery in Nigeria. According to Transparency International’s Corruption Perceptions Index, Nigeria ranks 149 out of 180 countries, indicating a high level of corruption (Transparency International, 2020). This corruption often manifests in the form of embezzlement of public funds, bribery, and nepotism, which significantly hampers the provision of public services.

Inadequate funding is another significant problem. Despite the country’s wealth in oil resources, the allocation of funds to public services is often insufficient. This is due to a combination of factors including mismanagement of resources, corruption, and a lack of prioritization of public services (World Bank, 2018). This lack of funding often results in poor quality services, or in some cases, a complete absence of services.

Poor infrastructure is also a major issue. Many parts of Nigeria, particularly rural areas, lack the necessary infrastructure for the provision of basic public services. This includes roads, electricity, water supply, and healthcare facilities. This lack of infrastructure not only hampers the delivery of services but also exacerbates the inequality in service provision between urban and rural areas (Adeyemo, 2011).

The lack of skilled manpower is another significant problem. Many public service sectors in Nigeria suffer from a shortage of qualified personnel. This is due to a combination of factors including poor remuneration, lack of training opportunities, and brain drain. This lack of skilled manpower often results in poor quality services and inefficiencies in service delivery (World Bank, 2018).

The problem of public service delivery in Nigeria is a complex issue that requires a multifaceted approach to address. It is clear that tackling corruption, increasing funding, improving infrastructure, and investing in human capital are key to improving public service delivery in the country.

• Aim and Objectives of the Study

The aim of the study is to examine public service delivery in Nigeria. (A case study of Lagos state civil service). The specific objectives of the study are:

1. To identify the key challenges faced in the provision of these services.
2. To find out if effective public service delivery will improve the satisfaction of people in Lagos State.
3. To evaluate the strategies and policies currently in place for improving public service delivery in Lagos State Civil Service.
4. To assess the level of citizens’ satisfaction with the public services provided by Lagos State Civil Service.

• Research Questions

The research questions are buttressed below:

1. What are the key challenges faced in the provision of these services?
2. To what extent will effective public service delivery improve the satisfaction of people in Lagos State?
3. What are the strategies and policies currently in place for improving public service delivery in Lagos State Civil Service?
4. How satisfied are the citizens with the public services provided by Lagos State Civil Service?

• Research Hypothesis

The hypothetical statement of the study is buttressed:

Ho: Effective public service delivery will not improve the satisfaction of people in Lagos State.

H1: Effective public service delivery will improve the satisfaction of people in Lagos State.

• Significance of the Study

The study of public service delivery in Nigeria, with a specific focus on Lagos State Civil Service, holds significant importance for several reasons.

Firstly, it provides an in-depth understanding of the current state of public service delivery in one of the most populous states in Nigeria. Lagos State, being a major economic hub, plays a crucial role in the overall development of the country. Therefore, understanding the efficiency and effectiveness of its civil service is of paramount importance.

Secondly, this study identifies the key challenges faced in the provision of public services in Lagos State. By doing so, it helps in pinpointing the areas that require immediate attention and improvement. This could guide policy makers in formulating strategies that address these challenges effectively.

Thirdly, the study evaluates the strategies and policies currently in place for improving public service delivery in Lagos State Civil Service. This evaluation can provide valuable insights into what is working and what is not, thereby informing future policy decisions.

Fourthly, the study assesses the level of citizens’ satisfaction with the public services provided by Lagos State Civil Service. This is a crucial aspect as the ultimate aim of public service delivery is to meet the needs and expectations of the citizens.

Lastly, the findings of this study could serve as a benchmark for other states in Nigeria. The lessons learned from Lagos State could be applied to improve public service delivery across the country. Therefore, this study not only contributes to the body of knowledge on public service delivery in Nigeria but also has practical implications for policy making and implementation.

• Scope of the Study

The study examines public service delivery in Nigeria. (A case study of Lagos state civil service in 2023).

• Operational Definition of Terms

Public Service: This refers to the services provided by government to its citizens, either directly or through the financing of another entity’s provision of services. These services are designed to improve the quality of life and economic wellbeing of the population.

Delivery: In the context of public service, delivery refers to the way in which these services are provided to the public. This could involve the processes, systems, and structures used to ensure that services reach the intended recipients.

Effectiveness: This term refers to the degree to which something is successful in producing a desired result. In the context of public service delivery, effectiveness would refer to the extent to which the services provided are able to meet the needs and expectations of the citizens.

Satisfaction: Satisfaction is a measure of how products or services supplied by a company meet or surpass a customer’s expectation. In the context of public service, satisfaction would refer to the level of contentment among citizens regarding the quality and efficiency of the services provided.

Service: In a broad sense, service refers to the action of helping or doing work for someone. In the context of public service, it refers to the various activities carried out by government agencies to meet the needs of the public.

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Project – Public service delivery in Nigeria. – A case study of Lagos state civil service