Servicom Department


Deputy Director, SERVICOM Unit.

Dept. E-mail:

SERVICOM is an acronym derived from the words SERVICE COMPACT. Compact is a formal agreement between two or more people. In this case SERVICOM is a Service Compact (Agreement) between the Federal Government including all its organs and the Nigerian people.

             SERVICOM was established in March, 2004 with a focus on improving the quality of life of citizens for better development. The establishment of SERVICOM Office in different Institutions, Ministries and Agencies is a commitment to provide the public service in Nigeria with respect, courtesy, honesty and professionalism.

The Objectives of SERVICOM are:

  • Learn the principles, ideals and tenets of Service Delivery in Government Establishments.
  • Develop mechanism for collating all complaints, both internal and external.
  • Institute a framework for resolving and escalating all unresolved complaints, including obtaining feedbacks from the complainants.
  • Assist the Staff to understand the need for Service Excellence.
  • Assist staff to take personal responsibility for customer satisfaction.

SERVICOM is hinged on four main principles:

  • Affirmation of commitment to the service of the Nigerian nation
  • Conviction that Nigeria can only realize her full potential if citizens receive prompt and efficient services from the state
  • Consideration for the needs and rights of all Nigerians to enjoy social and economic advancement
  • Dedication to deliver services to which citizens are entitled, timely, fairly, honestly, effectively and transparently.


  • SERVICOM Unit at University of Ilorin Teaching Hospital is concerned with timely, fairly, honestly, effectively and transparent delivery of services to the Patients, Students and Members of Staff of the Hospital.


  •  Spearhead the Hospital’s Service Delivery Initiative through SERVICOM compliance.
  • Monitor performance of Charter yearly and review the Charter biannually.
  •  Manage the Hospital’s Customer Relation Policy including providing opportunities for customer feedback on services and institute a compliant procedure including Grievance Redress Mechanism.
  • Promotion of quality assurance and best practices in the Hospital’s performance of its functions.
  • Provide a comprehensive and effective training policy for frontline staff and organize Service Delivery Meetings/Workshops, Seminars and Conferences.
  •  Disseminate best practices and other tips on service delivery improvement periodically.
  • Serve as a link between the Agency and the SERVICOM Office and is also the Secretariat of the Agency’s Service Delivery Committee, which meets quarterly.
  •  Facilitate a safe and conducive working environment for staff at all levels of service delivery.
  • Report to the Director General on performance against agreed objectives, timescales and budgets quarterly.
  • Establish project and departmental Key Performance Indicators (KPIs); including the establishment and maintenance of a fully functional and efficient service/help desk.

There are 36 Senior and Junior Staff in the Unit