Reforms Coordination and Service Improvement was established in November 2016 to manage the Bureau Service Delivery infrastructure and enhance the Bureau’s capacity to provide Focused Customer Services through the promotion of the aims, principles, initiatives, and tenets of SERVICOM while at the same time instituting reforms for the Bureau from Public Service Reforms and ensuring the enthronement of transparency in the system.


Below are the functions of the Department.

  • It serves as focal points for driving reform, innovation and improvement within Bureau in line with the overall framework set by the Bureau of Public Service Reform (BPSR).
  • Intervenes in Service failure and develop strategies to address them.
  • Develop and deploy change management tools and practices to institute sustainable improvement in CCB.
  • Work with leadership of CCB to identify process, systems and Service gaps with BPSR and Office of the Head of Civil Service of the Federation (OHCSF) to develop interventions to eliminate such gaps.
  • Coordinate and drive SERVICOM aims and initiatives within the CCB.
  • Liaise with the CCB Departments and other stakeholders to develop, refine improve and recommend more efficient processes and system for the CCB.
  • Research and identify good practices that can be adopted to prove Service delivery in CCB,
  • Coordinates the activities of Non-Governmental Organizations/CSO.
  • Serves as think-tank of the Bureau.


The Department is divided into four (4) divisions namely:

  • Reforms Coordination Division;
  • Service Improvement Division;
  • Freedom of information and Anti-Corruption and Transparency Division; and
  • Innovation Division.

Reform Coordination Division:  The division is to develop, identify and research good services with a view to adopting the best option change management tools and practices to institute sustainable improvement in the Bureau.

Service Improvement Division:  This division is responsible for sensitizing and educating the staff on service improvement strategies and institutes a complaint procedure and grievances redress mechanism for the Bureau for greater change.

Freedom of Information/Anti-Corruption and Transparency Division:  This division communicates with complaints on the action taken on the breach of service delivery and appoints Departmental and state offices and representatives for checks and reports of corrupt practices as well as service failures.

Innovation Division:  This division was newly created by the Office of the Head of the Federation (OHCSF) Service to innovate, invent and initiate events that could keep the system going smoothly in an organization.