The Presidency’s SERVICOM Office has announced plans to introduce a fully automated e-grievance mechanism platform to improve service delivery and accountability across Nigeria’s Ministries, Departments, and Agencies (MDAs).
The initiative, developed in partnership with the World Bank, will digitise grievance redress processes, creating a centralised hub to streamline how citizens lodge complaints and how MDAs respond to service delivery lapses.
Building a National Grievance Hub
According to Mr. Siakpere, Project Coordinator, the platform is designed to establish a foundation for SERVICOM to build and operationalise a National Grievance Mechanism Hub. The system, domiciled in SERVICOM, will manage customer complaints across government agencies while adhering to globally recognised principles and guidelines aligned with the World Bank’s framework.
“The idea is to digitise the grievance redress mechanism platform seamlessly,” Siakpere explained. “It will not only manage grievances but also serve as a tool for MDAs to improve accountability and strengthen their service delivery to citizens.”
He added that a charter will be incorporated into the guidelines governing the new hub, which will form part of SERVICOM’s routine operations and be adopted across MDAs. This, he said, will ensure every agency remains accountable to SERVICOM in their service delivery initiatives.
Collaboration with MDAs and World Bank support
Mr. Anthony Oshin, the Acting National Coordinator of SERVICOM—represented by Mrs. Helen Lawal, Head of Administration—commended the World Bank’s support in developing the platform.
“It is our belief that the SERVICOM Office will continue to monitor and evaluate the quality of services delivered to customers in MDAs from various service windows through the Grievance Redress Mechanism platform,” Lawal said. “This will entrench a culture of service excellence service-wide.”
She noted that the digital platform reflects SERVICOM’s commitment to continuous improvement in service delivery across government institutions, while working in close collaboration with all MDAs.
Driving transparency and efficiency in governance
By introducing a fully automated grievance redress platform, SERVICOM says it aims to transform how complaints are tracked, managed, and resolved across government institutions. The new system will also:
- Increase transparency in grievance handling.
- Reduce bureaucratic bottlenecks that slow resolution.
- Improve accountability of MDAs to citizens.
- Foster efficiency in delivering public services.
According to officials, the deployment of the platform underscores government’s resolve to adopt technology-driven solutions that strengthen public trust in service delivery while modernising Nigeria’s governance framework.
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