Reforms Coordination And Service Improvement

Vision And Mission Statements

The Unit's Vision and Mission Statements are as follows

Vision Statement:

To assist NYSC Scheme to be highly adaptive to changing demands, problem configurations and possibilities in order to improve the organization's performance in keeping with the organizational objectives and societal expectations.

Mission Statement:

To operate an organization that is efficient in service delivery, gender positive, transparent and employing available resources to bridge communication gap between the scheme and the society, thereby striving to achieve the scheme's organizational objective.

Duties Of Branches

Service Compliance And Monitoring:

The Service Compliance and Monitoring Branch ensures compliance with established service standards and monitor service delivery across all formations of the scheme.

• Monitoring Activities: Conduct regular audits and reviews to assess compliance with service standards.
• Compliance Reporting: Prepare and submit compliance reports to the Director of the department on quarterly basis.
• Corrective Actions: Develop and implement corrective action plans for any non-compliance issues identified during audits.
• Training and Development: Organize training sessions to keep staff updated on compliance standards and procedures.

Service Delivery:

Optimize and standardize service delivery processes to enhance customer satisfaction.

• Service Standards: Develop and maintain service delivery standards for all departments
• Performance Monitoring: Regularly assess and monitor service delivery performance using key performance indicators (KPIs).
• Feedback Mechanism: Establish a feedback mechanism for customers to report on service delivery.
• Continuous Improvement: Review and refine service delivery processes based on feedback and performance metrics.

Complaints, Distress Call, and Redress:

Effectively manage and resolve complaints, distress calls, and service redress.

• Complaints Management: Establish a system for logging and tracking complaints and distress calls.
• Redress Mechanism: Develop procedures for investigating complaints and providing appropriate redress.
• Response Time: Ensure all complaints and distress calls are acknowledged within 24 hours and resolved within 7 working days.
• Reporting: Maintain a database of complaints and resolutions for review and analysis.
• Distress Telephone Line: Call 6972 For complaints and enquiries.

Service Innovation:

To encourage innovation in service delivery and process improvement.

• Innovation Workshops: Conduct regular workshops to brainstorm and develop innovative service delivery methods.
• Pilot Programs: Implement pilot programs to test new service delivery models.
• Feedback and Refinement: Collect feedback on innovative practices and refine them accordingly.
• Documentation: Document all innovative practices and their impact on service delivery.

Partnership and Support:

Develop and maintain partnerships that enhance service delivery and reforms.

• Stakeholder Engagement: Identify and engage with key stakeholders and partners.
• Partnership Agreements: Develop partnership agreements outlining roles, responsibilities, and expectations.
• Collaboration Initiatives: Initiate and manage collaboration projects with partners to improve service delivery.
• Monitoring and Evaluation: Regularly assess the effectiveness of partnerships and support services.

Reforms Coordination

Coordinate and oversee reforms within the department to align with strategic goals.

• Reform Planning: Develop a reform plan in line with the department’s strategic goals.
• Implementation: Coordinate the implementation of reforms across all branches.
• Monitoring and Evaluation: Monitor progress and evaluate the impact of reforms.
• Reporting: Provide regular updates on reform activities to senior management.

Gender:

Promote gender equity and inclusion in all departmental activities and services.

• Sensitization Training: Conduct regular training for staff on gender equity and inclusion.
• Policy Development: Develop policies that promote gender equity in service delivery.
• Gender Analysis: Regularly analyze service delivery data to identify gender disparities.
• Advocacy and Awareness: Advocate for gender-sensitive practices and raise awareness on gender issues.

Departmental Hotlines

In case of any complaint or enquiry, you can contact the Unit via the hotlines below:

• 09036215548
• 08167021149
• 07068359342