Sep

26

2018

Charlotte Nwaforo Ibekwe (Mrs)

MRS. CHARLOTTE NWAFORO IBEKWE (DIRECTOR REFORM COORDINATION AND SERVICE IMPROVEMENT)

Charlotte Nwaforo Ibekwe (Mrs) was born on the 28th December, 1964 and she hails from Obibi Ezena in Owerri North Local Government Area of Imo state. An administrator per excellence, she is currently the Director Reform Coordination and Service Department where she drives reform, innovative service improvement in the Ministry.

2. She holds a bachelor Degree in Philosophy (BA Hon.), PGD Public Administration all from the University of Calabar and she has contributed in many forums toward National Development and has also served in various capacities in different Committees which include:

Chairperson: Committee on climate change personnel verification air coalition to reduce short lived climate pollutants SNAP project;
Member: Committee on the Civil Service Day Celebrations; and
Member: Committee on verification of Personnel Records amongst others.

3. She is an astute administrator as she endears herself into the mind of members of her staff with hard work and perseverance she is determined to deliver effective, efficient and timely service delivery and ensures all members of Staff in the Ministry does same.

4. She is happily married with children.

The Department Of Reform Coordination And Service Improvement Strategy On The Implementation Of Freedom Of Information (FOI)

Service Charter

The review, printing and production of the Service Charter by the department is the major strategy for implementing FOI. The Charter provides information on the following items and the public are free to access it:

* Stakeholders/Clients of the Ministry
* Obligation of the Ministry to Clients
* Department/Parastatals of the Ministry
* Customer expectation/Obligation etc.

Sensitization
Stakeholders are part of the people/Public that the Department engages with and through sensitization, they are informed of the activities of the Ministry.

Reform Coordination
Reform related policies, programmes and projects of the Ministry are coordinated by the Department.

Reform Implementation
Effective and result oriented implementation of Federal Government reforms are measured and evaluated.

THE MANDATE OF DEPARTMENT OF REFORM COORDINATION AND SERVICE IMPROVEMENT IN THE MINISTRY OF WORKS AND HOUSING

INTRODUCTION

The Reform Co-ordination and Service Improvement Department is one of the three new departments created by Government in order to deepen the on-going reform process in the Service. The approved organizational structure for the Department provided for two Divisions namely; the Reform Co-ordination Division and SERVICOM Division.

MISSION STATEMENT
To promote service excellence and ensure that the Ministry performs and delivers appropriate services to our clients in a timely, fair, honest and transparent manner.

MANDATE
Ensure the institutionalization and promotion of quality assurance and best practices in the Ministry’s performance of its functions.

FUNCTIONS OF THE DEPARTMENT
The functions assigned to the Department by the Head of the Civil Service of the Federation via letter Ref. No. HCSF/CMO/EM/243/17 of 11th March, 2014 are as follows:
Manage the department to serve as a focal point for driving all change, reform, innovation and improvement efforts within the Ministry in line with the overall framework set by BPSR, OHCSF and other agencies of Government;

a. Work with leadership of the Ministry, BPSR & OHCSF to identify processes, systems and service gap in order to develop necessary intervention to eliminate such gaps;
b. Manage and drive SERVICOM aims and initiative within the Ministry;
c. Trouble shoot service failures and develop the proposals to address them;
d. Research and identify good practices that can be adopted/adapted to improve service delivery in the Ministry;
e. Develop and launch initiatives to drive and mainstream a continuous service improvement culture within the Ministry;
f. Develop and deploy change management tools and practices to institute sustainable improvement in the Ministry.
g. Assist the leadership of the Ministry to articulate and co-ordinate their change agenda in line with service policies and standards.

SERVICES PROVIDED

In line with our mandate, the Department provides the under listed services:
a. Ensures SERVICOM compliance in all activities of the Ministry;
b. Provides prompt and accurate response to complaints;
c. Holds regular meetings with Ministerial SERVICOM Committee members to obtain feedback on implementation/adherence to SERVICOM principles by Departments and Units;
d. Administers questionnaires to service delivery and improvement across the Departments/Units in the Ministry; and
e. Conducts service delivery programmes including Sensitization Workshops for members of staff.

STAKEHOLDERS/CLIENTS OF THE DEPARTMENT

The stakeholders/clients of the Department include:
* Staff
* Individuals
* Community Based Organizations
* Non- Governmental Organizations
* Academia
* Importers and Exporters
* All tiers of Nigerian Government
* International Community/Organizations

CLIENTS EXPECTATIONS FROM THE DEPARTMENT

a. Courteous, prompt and satisfactory service delivery.
b. Warm reception, polite, well trained and well informed staff.
c. Transparent and accountable transactions.
d. Effective communication and adequate information.
e. Confidentiality of information given to the Department.
f. Recognition of the supremacy of the customer at all times.

HOW WE RENDER SERVICES

We render services in accordance with the Public Service Rules and other approved guidelines. We endeavour to respond to simple requests and complaints within 24 hours and 72 hours for complex issues that require investigation.

HOW TO ACCESS THE SERVICE OF THE DEPARTMENT

a. Make use of Suggestion Boxes.
b. Complete Customers Relations Activities Register located at the Reception Area of the Ministry.
c. Report issues to Director Reform Co-ordination.
d. We expect that all suggestions/complaints should be backed up with verifiable evidence.
e. Through telephone and internet services.

CLIENTS OBLGATIONS

We expect our clients to:

Show understanding to rules and regulations guiding the operations of the service;

a. Provide necessary and factual information to facilitate timely processing of their requests.
b. Provide feedback to facilitate evaluation of the service delivery processes.
c. Treat our staff politely.

GRIEVANCE REDRESS OPTIONS

Where and whenever service delivery fails to meet the desired expectations a client shall be entitled to seek redress by:

a. Lodging a petition in person to any of the SERVICOM Desk Officers of the Department;
b. Completing Activities Register.
c. Addressing petitions to:

DIRECTOR: Charlotte Ibekwe (Mrs)
Room Number: ROOM A111
Phone: 07058545165
E-mail: charlotteibekwe@yahoo.com