FCTA PUSHES FOR INNOVATION IN COMMUNICATION TO BOOST SERVICE DELIVERY

By: Gyang Dakwo

Effective service delivery in the Federal Capital Territory Administration took centre stage during a one-day sensitization workshop held in Abuja on the theme “Innovation in Rhetoric for Effective Service Delivery in the FCTA.”

The workshop featured discussions and knowledge-sharing sessions on how innovation in communication can help staff of Secretariats, Departments, and Agencies (SDAs) improve the quality of service to the public.

Declaring the workshop open, the FCT Permanent Secretary, Common Services, Mr Rotimi Ajayi, who was represented by the Deputy Director Career Management and Training, Abubakar Ahmed, commended the Reform Coordination and Service Improvement Department for its commitment to building staff capacity for better public service.

Mr Ajayi explained that innovation goes beyond technical competence. He said public servants must also be able to communicate government programmes and policies clearly, credibly, and with empathy to the people. According to him, the workshop provides an excellent platform for staff to develop these important skills.

He further stated that under the leadership of the FCT Minister, Barr Nyesom Wike, the administration is vigorously implementing reforms contained in the Federal Civil Service Strategy and Implementation Plan. He added that a key pillar of these reforms is focused on improving service delivery and professionalism through innovation, effective communication, and performance management.

“In today’s fast-changing government environment, effective communication and organisation play a crucial role in driving policy, understanding stakeholder engagement, and ensuring citizen satisfaction,” he said.

The Permanent Secretary urged participants to take full advantage of the training by engaging actively and applying the knowledge gained to improve service delivery in their respective offices.

In her presentation, the Acting Director of the Reform Coordination and Service Improvement Department, Dr Jumai Ahmadu, observed that most reforms fail not because of poor ideas but due to lack of ownership and resistance to change. She encouraged participants to think creatively and develop fresh ideas that can move the FCT forward.

Dr Ahmadu explained that defining the purpose, process, and perception of their actions would help public servants drive innovation and improve results. She also noted that it is time to have a change in mindset and work collectively in more innovative ways that produce visible action.

Dr Ahmadu said, “We talk about reform, reform, reform of the federal civil service since over a decade now. But the problem we are having is ownership and resistance to change. We need to start shifting from the mindset of the old generation and those of the present generation to see how we can work in an innovative way, collectively, to ensure that things are done like we are saying, not just saying without acting.”

Also speaking at the event, the FCT Director of Monitoring and Inspection, Town Planner Nkwocha Obinna, said the FCTA has been implementing reforms over the years, and many of them are already yielding positive results. He stressed the importance of effective communication and urged participants to always pay attention to how they deliver messages in order to achieve the desired response.

During the interactive session, participants discussed key issues such as the challenges that often hinder persuasive, inclusive, and motivating communication in SDAs. They also identified digital tools that can help improve communication and build public trust.

The workshop concluded with practical suggestions on how SDAs can, in the short term, introduce innovative communication approaches that will enhance service delivery across the FCTA.