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AN ASSESSMENT OF PUBLIC SECTOR SERVICE DELIVERY IN NIGERIA: A CASE STUDY OF FEDERAL CAPITAL TERRITORY AREA COUNCILS, 2007-2011
Abstract
This paper examines quality of service offered by the Nigerian public service in the six local councils of Nigeria’s federal capital Abuja. Using tools of Gap Analysis for the period of five (5) years beginning from 2007 to 2011 we measure and quantify the gap between the expected level of service delivery and the actual quality of service delivered to the public. The paper applies gap analysis to identify and assess the quality and key determinants of service delivery in Nigeria’s public sector. We find that there is a very noticeable difference between what is officially expected of the public service and the perception of the quality of service actually delivered. We also find a noticeable difference in perceptions of the efficiency of public service delivery relative to services provided by private agents.
Keywords: Public sector; service delivery; gap analysis