Customer Service Week: State House staff urged to provide transparent, quality services

By Kunle Sanni

The Permanent Secretary of the State House, Olufunso Adebiyi, has called on staff to prioritize honesty, transparency, and quality service in their duties.

Speaking at the 2024 Customer Service Week event organized by the State House SERVICOM Unit in Abuja, Adebiyi emphasized the responsibility of public servants to ensure customer satisfaction and uphold good governance.

Adebiyi reminded the staff of their duty to serve citizens diligently, stating, “SERVICOM is all about customer service—it’s not the customer serving you, but you serving the customer. Let us provide quality, honest, and transparent services to engender peace, national growth, and job satisfaction.”

The event featured a keynote address by Abiodun Oladunjoye, Director of Information and Public Relations at the State House, on the role of information management in promoting transparent governance.

Oladunjoye highlighted the importance of proper information distribution for accountability and democratic governance, noting that transparency fosters trust between citizens and the government. He urged the staff, “Whatever God has given you to do, do it with all your heart. Let us provide quality, honest, and transparent services to customers to engender peace, national growth, and job satisfaction.”

Speaking on the topic Beyond Propaganda: The Role of Information Management in Enhancing Transparent Governance in a Democratic Setting, Oladunjoye posited that at the heart of good governance lies the proper use and distribution of information, ensuring that government actions are open, accountable, and understandable to the public.

He emphasized the connection between information management, democracy, and good governance, adding that the establishment of SERVICOM in 2004 was part of the government’s determination to offer quality, transparent, and timely service to citizens.

“SERVICOM’s mission aligns with transparent governance by ensuring that public services meet citizens’ needs and that government activities are conducted in an open and equitable manner.

“Since its establishment in 2004, SERVICOM has been at the forefront of improving service delivery and promoting a culture of excellence. By providing citizens with access to clear and accurate information, SERVICOM fosters a transparent system where public accountability and engagement are paramount.”

Oladunjoye noted that information management forms the backbone of modern governance, particularly in policy planning and execution. “Efficiently managing and disseminating data ensures that the right information reaches the right people at the right time. This is vital for transparent governance, as it supports well-informed decision-making and accountability,” he said.

He added that in democratic governance, transparency is essential to building trust between citizens and their leaders. By making processes open to scrutiny, government actions become clearer and more accountable. He explained that this is why the government subscribes to the Open Government Partnership (OGP) and promotes the Freedom of Information through the FOI Act of 2011.

However, Oladunjoye also cautioned that while transparency promotes accountability, it can introduce challenges, such as potential delays in decision-making and concerns over privacy. “Balancing transparency with the need for efficiency and security is critical for fostering good governance,” he concluded.

In her goodwill message, the National Coordinator of SERVICOM, Mrs. Nnenna Akajemeli, represented by Mrs. Kikelemo Aina, a Team Leader, commended the State House management for the continued provision of quality and timely services to stakeholders, urging them to maintain the momentum.

She stressed the need for staff to see their role as central to the success of government policies and programs through their timely delivery of quality services to citizens.

Awards of excellence were presented to several departments of the State House for their commitment to the ideals of SERVICOM.