Original Research

The Effect of Service Compact (SERVICOM) on Service Delivery in Nnamdi Azikiwe University Teaching Hospital Nnewi, Nigeria

Jude Kennedy Emejulu, M. C. Muo, E. E.O. Chukwuemeka
Africa’s Public Service Delivery & Performance Review | Vol 2, No 4 | a69 | DOI: https://doi.org/10.4102/apsdpr.v2i4.69 | © 2014 Jude Kennedy Emejulu, M. C. Muo, E. E.O. Chukwuemeka | This work is licensed under CC Attribution 4.0
Submitted: 23 November 2016 | Published: 01 December 2014

About the author(s)

Jude Kennedy Emejulu, Nnamdi Azikiwe University
M. C. Muo, Nnamdi Azikiwe University, Nigeria
E. E.O. Chukwuemeka, Nnamdi Azikiwe University, Nigeria

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Abstract

This study examined the effect of service compact (Servicom Service delivery) in Nnamdi Azikiwe University Teaching Hospital Nnewi. Questionnaire and face-to-face interviews were used in the collection of data. The hypotheses were tested using descriptive statistics. The study discovered among other things that with the inauguration of the SERVICOM Charter by the Federal Government of Nigeria, the Management of Nnamdi Azikiwe University Teaching Hospital Nnewi identified key areas that required re-evaluation and attention based on the submissions of every service unit and department, after an analysis of the Strengths, Weaknesses, Opportunities and Threats (SWOT) of each of the service areas. A pre-SERVICOM Charter workshop which was supervised by the Federal Government was held in the various institutions nationwide to enable care providers enumerate their current service capacity and identify their impediments. In the light of the foregoing, some of the recommendations proffered are that the SERVICOM Charter project should be sustained and supervision and control of the SERVICOM Charter project should be intensified in order to ensure that the Nigerian factor of service-fatigue would not supervene in care delivery in the near future.

Keywords

Service delivery; performance; client; Service Compact; SERVICOM

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