Follow us:

Home

Departments

Reform Coordination and Service Improvement

Last updated: 20 October, 2026

By: gwasem

Department Overview

The Reforms Coordination and Service Improvement Department was established by Circular No. HSCF/CME/EM/234/17 of 11th March 2014, to mainstream Public Service Reform Programmes within the Federal Ministry of Education.

The Department serves as the Ministry’s central hub for coordinating reforms, strengthening service delivery systems, institutionalising innovation, and promoting a citizen-centred culture in line with Federal Government policies, SERVICOM principles, and global best practice. It ensures that reform initiatives are effectively initiated, implemented, monitored, and sustained across the Ministry and its Parastatals, to enhance efficiency, transparency, accountability, and customer satisfaction.

Our Vision

To be a catalyst of change by promoting innovative best practices and a corruption free Ministry in the course of providing effective services in the education sector.

Our Mission

Facilitating effective service delivery and eradicating all forms of gaps through formulation and supervision of its implementation with periodic reviews, as well as embarking on sensitisation programmes to create awareness among staff, students, customers, and other stakeholders.

Mandate

  • To initiate, coordinate, drive, monitor, and ensure full implementation of the Government Reform Agenda in the Ministry and its agencies
  • To identify lapses in work process systems and service gaps, and, working with the Bureau of Public Service Reforms and the Office of the Head of the Civil Service of the Federation, develop interventions to eliminate such gaps
  • To manage the Ministry’s Service Delivery Infrastructure and enhance its capacity to provide effective customer-focused services, through the promotion of the aims, principles, initiatives, and tenets of SERVICOM
  • To provide the platform for promoting and harnessing high-impact, transformative innovative solutions for the benefit of the service, with a major focus on cutting the cost of governance and enhancing revenue generation

Core Functions

  • Service Delivery Management: manages the Ministry’s service delivery infrastructure and strengthens customer-focused service delivery through the promotion and implementation of SERVICOM principles and standards
  • Process Improvement and Gap Identification: identifies lapses in work processes and service delivery gaps, and collaborates with the Bureau of Public Service Reforms and the SERVICOM Office of the Presidency to design and implement corrective interventions
  • Reforms Coordination and Monitoring: initiates, coordinates, drives, monitors, and ensures full implementation of the Federal Government’s Reform Agenda within the Ministry and its agencies
  • Innovation Promotion and Implementation: identifies, articulates, and implements innovative initiatives aimed at improving institutional performance and service delivery outcomes
  • Change Management Support: assists the leadership of the Ministry in articulating, coordinating, and implementing change agendas in alignment with approved service policies and standards

Leadership

DIRECTOR

MR. Edozie Obasi

Read More

Organizational Structure

Divisions: Reforms

Branches:

  • Enlightenment/Advocacy
  • Reforms Compliance.

Key Functions:

  • promotes ethical reorientation and positive attitudinal change; 
  • enhances work ethics and professionalism; 
  • ensures compliance with reform policies and regulatory frameworks.

Branches:

  • Innovation and Implementation
  • Partnerships and Support.

Key Functions:

  • Drives innovation awareness across the Ministry; 
  • coordinates and monitors innovation initiatives;
  •  strengthens compliance with innovation standards and implementation frameworks.
  •  
Divisions: Servicom

Branches:

  • Customer Care/Complaint
  • Service Charter
  • Service Improvement.

Key Functions:

  • Focuses on improving work processes and service delivery efficiency
  • Closes service delivery gaps
  • Oversees Service Charters, customer care, complaints handling, and service improvement initiatives

Key Services

  • Quarterly evaluation of service delivery in the Ministry and its Parastatals
  • Organising seminars, workshops, and sensitisation for staff of departments, Federal Unity Colleges, and Parastatals, quarterly and bi-annually
  • Conducting quarterly systems reviews through surveys and other methods to identify service delivery challenges and areas for improvement
  • Facilitating timely resolution of customer complaints
  • Carrying out preliminary investigation on all petitions sent to the Ministry
  • Review and publication of the Ministry’s Service Delivery Charter
  • Convening the Global Ministerial SERVICOM Committee meeting
  • Sensitising staff on the ills of corruption and how to avoid corruption-prone practices

Key Programmes/projects

  • Upgrade and management of established call centres
  • SERVICOM monitoring and compliance evaluation
  • Annual SERVICOM Customer Service and Satisfaction Survey Week
  • Monitoring and evaluation of reforms and service delivery compliance
  • Sensitisation and innovation competitions for staff
  • Advocacy on Efficient, Productive, Incorruptible and Citizen-Centred (EPIC) culture
  • Implementation of Open Government Partnership commitments
  • Publication and implementation of the Ministry’s Integrated Service Charter
  • Coordination of the Federal Civil Service Strategy and Implementation Plan 2025 (FCSSIP-25)

Achievements

  • Establishment and commissioning of the Ministry Headquarters Call Centre, improving communication, stakeholder engagement, and issue resolution
  • Deployment of the Citizens’ E-Feedback Platform under Open Government Partnership Nigeria NAP-3
  • Publication of the Federal Ministry of Education Integrated Service Charter
  • SERVICOM and reforms compliance evaluation of selected Federal Unity Colleges nationwide
  • Coordination of the Ministry’s FCSSIP-25 Performance Assessment
  • Six national awards at the SERVICOM Presidency End-of-Year Awards, including Best Performing Ministerial SERVICOM Unit and Most Innovative Ministerial SERVICOM Unit
  •  

Images & Media
No data was found

Contact Information

Main Office:
Reform Coordination and Service Improvement Department,
Federal Ministry of Education,
Federal Secretariat, Shehu Shagari Way
Abuja, Nigeria, P.M.B 146, Garki.