Effect of Service Compact (SERVICOM) on Employee Service Delivery: A Study of University of Nigeria Nsukka and Nnamdi Azikiwe University Awka

Abstract

This study evaluates the effect of the Service
Compact (SERVICOM) on employee service
delivery in Nigerian universities, focusing on
the University of Nigeria Nsukka (UNN) and
Nnamdi Azikiwe University Awka (UNIZIK).
Employing a descriptive survey design.
Descriptive and inferential statistical methods
were used for analysis, utilizing SPSS version 25
to ensure accurate results. Findings indicate
that while SERVICOM has improved decisionmaking processes, its overall impact on service
delivery remains mixed. There are notable
variations in adherence to public service rules
among different staff categories, affecting
service quality. Challenges such as inadequate
training, lack of awareness, and insufficient
monitoring have hindered SERVICOM's
effectiveness. The study concludes that
SERVICOM has potential as a tool for
enhancing service delivery in Nigerian
universities but is limited by implementation
challenges. Further research is recommended to
explore SERVICOM's long-term impacts across
various public institutions and the role of
leadership and organizational culture in
improving service delivery. Additionally,
investigations into the effects of continuous
training and awareness programs on the
successful implementation of SERVICOM
reforms are suggested.