Reform Coordination


We have, in keeping with our commitment to national transformation, evolved and begun the implementation of several innovation policies and programmes aimed at achieving faster and more sustainable socio-economic growth in all parts of Nigeria.



Activities/Programmes of the Department



To be an effective and efficient change agent for quality and innovative service delivery institution towards the growth and development of NPC and the national economy at large.



To promote service excellence in NPC compliance and reforms for continuous optimum quality improvement and satisfaction for the public.

Ministerial Servicom Unit was inaugurated by the Honourable Minister/Deputy chairman Dr. Shamsudden Usman, CON on Thursday 15th November 2012.

On August 12th 2014, the Honourable Minister/Deputy Chairman, Dr. Abubakar Olanrewaju Sulaiman created a new division called Reform Coordination out of Ministerial Servicom Unit and this division was merged with Ministerial Servicom Unit on same day to become Reform Coordination and Service Improvement Department as directed by HOS of the Federation through Circular #  HCSF/CMO/EM/243/17 dated 11th March 2014 .

The department is currently headed by a Director/Nodal Officer who is being supported by  2 Assistant Directors and other officers.


Reform Coordination Division

In areas where we have found them necessary, the current administration has boldly undertaken essential reforms to keep our ship of state on an even keel and foster a conducive environment for inclusive economic growth and development.

The Agenda for National Transformation and other reforms of the current administration are being implemented in tandem with the strengthening, carrying forward and completion of laudable programmes, policies and projects initiated by previous administrations in consonance with our belief in the continuity of government for the good of the nation.

In the past four years, the country have dedicated full energy and all available resources to national renaissance, rejuvenation, growth and progress in several areas including national infrastructure, social services, power supply, education, health care delivery, agriculture, transportation, aviation, rail services and electoral reform.

We have, in keeping with our commitment to national transformation, evolved and begun the implementation of several innovation policies and programmes aimed at achieving faster and more sustainable socio-economic growth in all parts of Nigeria.


Mandates of Reform Coordination Division

•Manage the Department to serve as focal point for driving all change, reform, innovation and improvement efforts within the Commission in line with the overall framework set by BPSR, OHCSF and other Central Agencies of Government;

•Work with leadership of the Commission to identify processes, systems and service gaps and with BPSR and OHCSF to develop interventions to eliminate such gaps;

•Coordinate, drive, monitor and report on the Reform Agenda for the Commission;

•Manage and drive SERVICOM aims and initiatives within the Commission to ensure the development and implementation of charters, raise citizens satisfaction, increase citizens awareness, develop robost performance monitoring & reporting systems and ensuring the sustainability of SERVICOM;

•Troubleshoot service failures and develop proposals to address them;

•Research and identify good practices that can be adopted/adapted to improve service delivery in the Commission;

•Liaise with the Commission’s Departments and the OHCSF to develop, refine, improve and recommend more efficient processes and systems for the Commission to achieve its objectives;

•Develop and launch initiatives to drive and mainstream a continuous service improvement culture within the Commission;

•Develop and deploy change management tools and practices to institute sustainable improvements in the Commission;

•Assist the leadership of the Commission to articulate and coordinate their change agenda in line with Service policies and standards.


Ministerial Servicom Division

SERVICOM is a social contract between the Federal Government of Nigeria and its people.  It gives Nigerians the right to demand quality service.  The details of these rights are contained in Service Charters, which all government MDAs where services are provided to the public must have.  It is in this Charters that each MDA inform the public what to expect and what to do if such services were not rendered or fall short of their expectation.


Mandate of Ministerial Servicom Unit

•To formulate, implement and monitor NPC Integrated Service Delivery Charters and the respective departments/units and report to the Honourable Minister/Deputy chairman and SERVICOM OFFICE;

•Formulate, implement and monitor NPC Service Improvement Plan and NPC Strategic Plan;

•Serve as the Secretariat for NPC Ministerial SERVICOM Committee;

•Manage the Service Delivery Programmes towards achieving the transformation Agenda of the Federal Government in National Planning Commission

•Carry out independent surveys of the services provided to citizens by the Commission, their adequacy, timeliness, customer satisfaction and widely publicize the results to keep citizen fully informed.

•Promote attitudes by which citizens would recognize the need to challenge service failure as their civil rights as well as responsibility;

•Serve as a link between the NPC and SERVICOM Office;

•Heighten public awareness of the damaging effects of service failure to the Nigerian society and social structures;

•Spearhead the NPC Service Delivery Initiative through Servicom Compliance;

•To supervise and evaluate NPC parastatals to ensure compliance with Servicom guidelines

•Manage NPC Customer Relations Policy including opportunities for Customer feedback on Services;

•Institute a Complaints procedure including Grievance Redress Mechanism for NPC;

•Institute appropriate Market Research Techniques in identifying customer needs and expectations;

• Facilitate a safe and conducive working environment for Staff at all levels of Service delivery;

•Provide a comprehensive and effective training policy for frontline staff on Customer Relations and related matter;

•Manage links with strategic Partners and other Stakeholders of Service Delivery, Market Research, Customer Care/Relations, etc;



Dr. Anne Nzegwu

Director, Reform Coordination & Service Improvement/Nodal Officer


Mrs. Angela Guar

Service Improvement Officer


Mrs. Caren Idahor

Charter Desk Officer 


Mrs. Lawretta Oyakhaemen

Customer/Complaints Desk Officer


Mrs. Victoria Isiorho

Secretary to Director/Nodal Officer


Please direct all enquiries to:

Honourable Minister, Ministry of Budget and National Planning

Attn: Director, Reform Coordination and Service Improvement Dept/Nodal Officer

Ministry of Budget and National Planning,

Plot C31010, Adekunle Fajuyi Crescent,

Central Business District, Abuja

Email:This email address is being protected from spambots. You need JavaScript enabled to view it.

Tel:  08054864471



  This email address is being protected from spambots. You need JavaScript enabled to view it.
  Ministry Of Budget And National Planning
C31010 Adekunle Fajuiyi Street
Central Business District Abuja Abuja FCT Nigeria

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