SERVICOM AND PUBLIC SERVICE DELIVERY IN ENUGU STATE: AN EMPIRICAL ANALYSIS

Abstract

Efficient public service delivery remains a critical challenge for governments, necessitating proactive institutional frameworks to stimulate workforce performance. This study examines the effect of the Service Compact (SERVICOM) on service delivery within Enugu State’s public sector, with a focus on ministries, departments, and agencies (MDAs). Goal\s Theory provides the theoretical framework, while the study adopts a mixed-methods approach; integrating quantitative surveys and qualitative content analysis to examine SERVICOM’s influence on public service delivery in Enugu State. Findings reveal that while SERVICOM principles improve efficiency, key challenges such as poor remuneration, corruption, and political interference hinder full implementation. Multiple regression analysis confirms that SERVICOM significantly influences service delivery (p = 0.000). The paper recommends enhanced workers welfare, anti-corruption measures, and strict accountability enforcement to optimize SERVICOM’s effectiveness on the public service. The study underscores the need for strategic interventions to address these barriers and sustain the impact of SERVICOM initiatives.