Experts have advocated a citizen-centred monitoring approach as a critical strategy for improving transparency, accountability and quality of public service delivery in Anambra State, urging monitors to focus on whether government services meet the needs and expectations of citizens.
The call was made at a capacity development programme for members of the Monitoring and Evaluation (M&E) Committee organised under the Rule of Law and Anti-Corruption (RoLAC) Programme, where the State Service Delivery Transparency Initiative (SSDTI) was introduced as a new framework for strengthening service delivery across public institutions.
Speaking at the event, RoLAC State Coordinator, Dr. Josephine Onah, said the initiative represents a shift from conventional anti-corruption monitoring to a service delivery model that prioritises citizens’ experiences and satisfaction with government services.
According to her, the SSDTI establishes clear service standards for Ministries, Departments and Agencies (MDAs), backed by multiple layers of oversight to ensure institutions provide quality, transparent and accountable services.
“We are moving beyond the conventional anti-corruption implementation approach that we have been accustomed to over the years,” Onah said.
“We are now looking at how we can do things better to ensure that citizens genuinely feel the impact of the fight against corruption.
“The State Service Delivery Transparency Initiative focuses on service delivery points across government institutions and establishes service standards backed by multiple layers of oversight.
“As members of the monitoring team, your focus should be on what services are provided, whether they meet established standards, where the gaps exist and what improvements are required.”
Onah disclosed that the Chukwuemeka Odumegwu Ojukwu University Teaching Hospital (COOUTH) and Okpuno Primary Health Centre have been selected as pilot institutions where service charters, signages and Service Delivery Transparency Units are already being established ahead of expansion to other health facilities.
Lead Consultant to RoLAC, Prof. Ada Chidi Igbokwe, stressed that effective monitoring should measure the actual quality of services citizens receive rather than merely assessing compliance with anti-corruption policies.
She warned that poor service delivery, particularly in the health sector, could have life-threatening consequences and announced that the initiative would deploy “mystery shoppers” to independently assess service standards in public institutions.
“We must improve service delivery so that it becomes more transparent, more accessible and more responsive to citizens,” she said.
“In healthcare, when a life is lost because of negligence, that opportunity is gone forever.
“You are no longer expected to monitor only compliance with anti-corruption policies. Your role now extends to monitoring how public services are actually delivered and whether citizens are receiving the quality of service they deserve.
“Mystery shopping will allow us to observe the true quality of services rather than behaviour that changes simply because officials know they are being monitored.”
Another consultant, Prof. Onyiukwu Onyiukwu, underscored the importance of continuous data collection, performance tracking and citizen feedback in sustaining improvements in service delivery.
He noted that while establishing service standards was important, regular monitoring and public feedback were essential for identifying weaknesses and improving institutional performance.
“The next critical step is establishing continuous data collection and tracking mechanisms. Creating standards alone is not enough,” he said.
“Every health facility should maintain essential records while citizens must also have opportunities to provide feedback on the quality of services they receive.
“Feedback enables service providers to identify weaknesses, improve performance and respond more effectively to citizens’ needs.”
Also speaking, Monitoring and Evaluation Lead at IIDEA, Dr. John Odey, described quality data as the foundation for transparency, accountability and evidence-based decision-making.
He urged monitors to use appropriate monitoring tools capable of measuring outcomes and detecting service delivery gaps early.
“One of Nigeria’s greatest challenges is our inability to answer a simple question clearly: Where are we now?” Odey said.
“Monitoring tools help us collect, document and analyse information, detect problems early, strengthen transparency and support evidence-based decision-making.
“Every monitoring tool we design must directly measure the results we intend to achieve because that is the essence of effective monitoring and evaluation.”
Angel Network News (ANN) reports that
members of the Monitoring and Evaluation Committee reaffirmed their commitment to supporting the implementation of the State Service Delivery Transparency Initiative and pledged to work with the RoLAC Programme to promote greater accountability and improved public service delivery across Anambra State.
