Brief Description of Commitment: The commitment is aimed at strengthening and institutionalizing the operational capacity of SERVICOM to enforce strict compliance to service charters for all MDAs and SERVICOM's reporting mechanism.

General Problem / Challenge Addressed by the Commitment: SERVICOM currently has very little statutory powers to enforce compliance with public service rules and regulations. The lack of a SERVICOM law makes the articulation and implementation of existing Service Charters ineffective. While work has commenced in advocating the passage of a bill for an act to establish and institutionalize SERVICOM, there is a need to build on existing efforts to achieve a legal framework.

Specific OGP Issue(s) in Focus: The SERVICOM law will provide the legal framework to ensure the responsiveness of government through strict compliance with service charters by MDAs. It will also contain a mandatory reporting requirement for MDAs to make periodic reports to SERVICOM.

Rationale for the Commitment: For SERVICOM to have the legal backing to sanction public servants and public organisations who do not comply with the laid down requirements of providing the public with qualitative services, in line with published service charters.

Main Objective: To provide SERVICOM with the legal framework to serve as a statutory body with the responsibility of tracking/monitoring and supporting quality service delivery. Anticipated Impact: Improved legal framework to enforce compliance towards improving satisfaction and access to public services and goods by the citizens.

Expected Outcomes Milestones (Performance Indicators)

1. SERVICOM i s empowe r ed to monitor and ensure compliance with Service Charter standards and contribute to improved delivery of public goods and services by all MDAs Percentage of MDAs who comply with SERVICOM's mandatory reporting requirements.

2. MDAs are mandated to provide responsive, efcient and effective service to the public 1. Percentage of MDAs that comply with service standards 2. Numbers of feedback received from citizens 3. Response of MDAs to citizens within agreed timeline

Planned Activities Start Date End Date Expected Output(s) Output Indicator(s)

1. Passage and assent of national SERVICOM Bill into Law. January 2023 January 2025 Passage of the National SERVICOM Bill into law b y t h e N a t i o n a l Assembly. SERVICOM Bill passed into law and signed by the President.

2. Convene a Stakeholder dialogue forum with State actors, Citizens, Citizens Groups, CSOs, media and vulnerable persons on the draft SERVICOM National Policy for validation and adoption January 2023 January 2025 An established CoP/ policy dialogue forum for Permanent Secretaries of MDAs to steer the development/ enactment of legal, legislative or executive instruments convened. Number of CoP/Policy dialogue forums held for the Permanent Secretaries of Federal MDAs to steer the development/ enactment of legal, legislative or executive instruments

3. Monitoring and reporting compliance with Service Charter in 7 pilot MDAs. January 2023 January 2025 Increased number of MDAs adhering to SERVICOM charter Number of MDAs reporting compliance in accordance with service charter

4. Deploy citizens/ customer satisfaction survey in 7 pilot MDAs to assess level of compliance with the Service Charter. January 2023 January 2025 Improved citizens/ customer satisfaction with Government services in line with SERVICOM charter Number of citizens/ customer satisfaction surveys conducted to assess level of compliance with service charter in MDAs

5. Conduct High-level Advocacy for a d o p t i o n o f S E R V I C O M a n d compact/social contract at Subnational levels January 2023 January 2025 Advocate for adoption of SERVICOM at the sub-national level 1. N u m b e r o f h i g h - l e v e l Advocacies held at the subnational level to adopt SERVICOM and social contract 2. Number of States that sign the compacts/social contracts towards the adoption of SERVICOM

Action Plan Review

Commitment 13. Institutionalisation of SERVICOM

Annex 2: Action Plan Co-Creation

OGP member countries are encouraged to aim for the full ambition of the OGP Participation and Co-Creation Standards that came into force on 1 January 2022. ^[134] The IRM assesses all countries that submitted action plans from 2022 onward under the updated standards. Table 2 outlines the extent to which the countries’ participation and co-creation practices meet the minimum requirements that apply during development of the action plan.

OGP instituted a 24-month grace period to ensure a fair and transparent transition to the updated standards. Action plans co-created and submitted by 31 December 2023 fall within the grace period. The IRM will assess countries’ alignment with the standards and their minimum requirements. ^[135] However, countries will only be found to be acting contrary to the process if they do not meet the minimum requirements for action plans co-created in 2024 and onwards.

Please note that, according to the OGP National Handbook, countries implementing four-year action plans must undertake a refresh process at the two-year mark. Countries are expected to meet minimum requirements 3.1 and 4.1 during the refresh process. [136] IRM assessment of the refresh process will be included in the Results Report.

Table 2. Compliance with minimum requirements

Minimum requirement

Met during co-creation?

Met during implementation?

1.1 Space for dialogue: Nigeria has a National Steering Committee and 10 Technical Working Groups organised along thematic areas; all are co-chaired by government and civil society. [137] The OGP Secretariat convened quarterly meetings to share progress on the development of the NAPIII. [138]

Yes

To be assessed in the Results Report

2.1 OGP website: Nigeria had an OGP website [139] that contains previous national action plans since joining the OGP and links to an OGP Google Drive. [140]

Yes

To be assessed in the Results Report

2.2 Repository: A public Google Drive [141] created in 2023 includes National Steering Committee minutes, OGP Secretariat and thematic working groups reports, and a newsletter. The OGP Secretariat is encouraged to publish meeting minutes and evidence of implementation throughout the action plan cycle.

Yes

To be assessed in the Results Report

3.1 Advanced notice: Nigeria OGP website was not up during formulation of NAP III. The National Orientation Agency issued a public notice via mainstream and social media on the commencement of co-creation, opportunities for participation (such as a link to submit comments) and timelines. [142]

Yes

Not applicable

3.2 Outreach: Government and CSOs conducted outreach through social media and in person. [143] The OGP Secretariat also made courtesy visits to targeted MDAs to sensitise them on their participation. [144] Youth across Nigeria were engaged through the Youth Network Supported by Accountability Lab. [145]

Yes

Not applicable

Feedback mechanism: The OGP Secretariat and National Orientation Agency advertised opportunities for public input on the action plan online. Feedback was often expected in seven days. ^[146] The OGP Secretariat ran an online survey where approximately 1,000 public suggestions were received. [147] These were shared with the drafting committee for consolidation and synthesis. [148] The Secretariat also worked with the Open Alliance Network, which has a membership of over 150 CSOs. These CSOs were expected to share progress/updates with the constituents. [149] Finally, a validation meeting with state and non-state actors was hosted on 12 December 2023. [150]

Yes

Not applicable

4.1 Reasoned response: The drafting team collated and analysed public input from the online survey. [151] The drafting committee shared verbally how input was incorporated at the validation meeting. The OGP Secretariat also shared feedback with the Open Alliance, which was expected to cascade the same to their constituents.

Yes

Not applicable

5.1 Open implementation: The IRM will assess whether meetings were held with civil society stakeholders to present implementation results and enable civil society to provide comments in the Results Report.

Not applicable

To be assessed in the Results Report

OGP reformers in Nigeria undertook two innovative elements in co-creating the third action plan:

• Use of digital spaces: National Steering Committee members collaborated to improve citizens and CSO engagement in co-creation. This included coordinated sharing of the link to the online public survey on social media and websites. OGP Secretariat is also in the process of developing an OGP Nigeria App [152] that is anticipated to improve citizen participation in the OGP process.
• Youth engagement: Youth were intentionally included in the co-creation process. The Secretariat worked closely with the Youth Network formed in collaboration with the Accountability Lab and OGP Secretariat. Membership of this network includes OGP champions, persons with disability, women, and youth-led organisations across 36 States of Nigeria and the Federal Capital Territory. [153]

Opportunities to continue strengthening co-creation include:

• Document and share feedback to stakeholders on how their contributions were considered during development of the action plan process. These can be shared on the same platforms as the calls for participation. This could be part of a much-needed communication strategy. [154] This strategy would be very useful in audience segmentation and developing critical messaging pathways and strategies during NAPIII implementation.
• Allow longer timelines for citizens to share their feedback. Feedback from advertisements was expected in 7 days. Increasing this to a three-to-four-week window would allow for more engagement across the country. Gabriel Okeowo, BudgIT, noted that a four-week window would allow for satisfactory mobilisation and response for such a critical process. [155]