The Federal Ministry of Education has published a detailed overview of its Reform Coordination and Service Improvement Department, setting out how the unit coordinates reform efforts, strengthens service delivery and handles customer-focused systems across the ministry and its parastatals in Abuja, Nigeria.
Key facts
- The department was established by Circular No. HSCF/CME/EM/234/17 of 11 March 2014.
- It serves as a central hub for coordinating reforms, service delivery systems and innovation under Federal Government policies and SERVICOM principles.
- Its mandate includes monitoring reform implementation, identifying service gaps and promoting citizen-centred service delivery.
- The department lists customer care, service charters, complaint handling, compliance checks and innovation support among its functions.
- Its office is at the Federal Ministry of Education, Federal Secretariat, Shehu Shagari Way, Abuja.
What does this mean for students and other education stakeholders?
For students, applicants, staff and other education stakeholders, the department is the ministry’s formal channel for service improvement, complaint handling and service-delivery monitoring. Its stated mission includes sensitisation programmes for staff, students, customers and other stakeholders, while its service functions include timely resolution of customer complaints and review of the ministry’s service delivery charter.
The department also says it conducts quarterly systems reviews, organises seminars and workshops, and runs awareness programmes aimed at strengthening professionalism, reducing corruption-prone practices and improving how the ministry and its agencies serve the public. That makes it relevant to anyone seeking clearer procedures, faster responses or more accountable education services from the ministry.
Its listed programmes include the publication and implementation of the Ministry’s Integrated Service Charter, SERVICOM monitoring and compliance evaluation, and coordination of the Federal Civil Service Strategy and Implementation Plan 2025. The department’s public contact details are also listed for complaints and engagement.
How the department is organised
The department is led by Director Mr. Edozie Obasi. Its structure is divided into three main areas: Reforms, Service Innovation and SERVICOM.
Within those divisions, the department lists branches focused on enlightenment and advocacy, reforms compliance, innovation and implementation, partnerships and support, customer care and complaints, service charters, and service improvement. Each branch is tied to a specific operational role, from promoting ethical reorientation to closing service gaps and monitoring innovation initiatives.
What services does it provide?
The ministry says the department carries out quarterly evaluations of service delivery in the ministry and its parastatals, conducts seminars and sensitisation sessions for departments, Federal Unity Colleges and parastatals, and carries out quarterly systems reviews through surveys and other methods.
It also handles preliminary investigations on petitions sent to the ministry, facilitates the resolution of customer complaints, oversees the publication of service charters, and convenes the Global Ministerial SERVICOM Committee meeting.
Among its public-facing initiatives are the ministry headquarters call centre, the Citizens’ E-Feedback Platform under Open Government Partnership Nigeria NAP-3, SERVICOM compliance evaluation and the Annual SERVICOM Customer Service and Satisfaction Survey Week.
Why the ministry says the reform work matters
The department says its work is meant to improve efficiency, transparency, accountability and customer satisfaction across the education ministry and its agencies. It also says its reform agenda supports innovation, cost reduction in governance and revenue generation.
Its achievement list includes the publication of the Federal Ministry of Education Integrated Service Charter, SERVICOM and reforms compliance evaluations at selected Federal Unity Colleges, coordination of the ministry’s FCSSIP-25 performance assessment, and six national awards at the SERVICOM Presidency End-of-Year Awards.
Frequently asked questions
Where is the Reform Coordination and Service Improvement Department located?
The department says its main office is at the Federal Ministry of Education, Federal Secretariat, Shehu Shagari Way, Abuja, Nigeria, P.M.B. 146, Garki.
How can people contact the department?
The listed contact details are Twitter/X @CallServicomFME and phone numbers 09022189788 and 08163653484.
