The Bureau of Public Service Reforms (BPSR) has signed a Memorandum of Understanding (MoU) with Niche Customer Experience Consulting Firm to organise the Nigerian National Public Service Experience Conference.
The Director General of the BPSR, Ibrahim Arabi, said the move marked the beginning of a public-private partnership (PPP) to reshape and reimagine the delivery of public service in Nigeria while creating a framework for sustainable continuous improvement.
He said the private sector has long demonstrated its capacity for innovation, customer focus, and efficiency, and it is time for the public sector to leverage these strengths.
“Through this collaboration, we will learn from each other, share resources, and build a public service that truly meets the needs of all Nigerians. For decades, Nigerian public service has been the backbone of governance and development, ensuring that the wheels of our nation run smoothly. However, we recognize that to meet the expectations of our citizens today, we must go beyond maintaining systems – we must transform mindsets,” he said.
Arabi stated that the Nigerian National Public Service Experience Conference is a bold initiative that will serve as a platform for reflection, reinvention, and inspiration.
According to him, the conference, which will begin in 2025, would bring together public service officials from across the nation to unlearn outdated practices, learn innovative approaches and global best practices, find inspiration and motivation to think differently and act boldly.
“This annual event will be a space where public servants and private sector professionals can engage in meaningful conversations, share experiences, and collectively chart a new course for public service delivery in Nigeria as we shift from seeing service delivery in the public sector as a routine task to embracing it as a responsibility to Nigerians,” he explained.
The Nigerian National Public Service Experience Conference will lay the foundation for a broader reform agenda with activities around the following:
- Conducting nationwide research to understand citizens’ expectations Hosting workshops to build capacity among public servants
- Facilitating expert dialogues to inspire bold and innovative thinking
- Recognising and celebrating excellence in public service delivery.
These outcomes, Arabi further stated, will drive meaningful and measurable improvements in how services are delivered, ensuring that the public service rises to meet the expectations of all Nigerians.
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Responding, the founder of Niche Customer Experience Consulting Firm, Debbie Akwara, the firm has a profound belief in the transformative power of customer experience.
She said Nigerians, today, demand efficiency, empathy, and excellence, an experience that inspires confidence and trust in their government.
According to her, the Nigerian National Public Service Experience Conference is not just an event; it is a movement to place the citizens at the center of every decision, every policy, and every action.
“For decades, Nigeria’s public service has been the backbone of our nation’s progress, providing the infrastructure for governance, facilitating economic development, and supporting the dreams of millions of Nigerians. Yet, we know that the world is changing rapidly, and so must we,” she said.
Akwara further noted that the partnership reflects a shared commitment to excellence and a belief that by working together, the government and the private sector can achieve transformative results.
“Today, as we sign this Memorandum of Understanding, we do more than seal a document. We signal a new era of collaboration, innovation, and impact. We commit to hosting a conference that will not only spark conversations but also drive meaningful change,” she added.
She added that through this platform, both partners would showcase best practices, explore cutting-edge solutions, and set a new standard for public service delivery in Nigeria.
An inter-ministerial task team was also inaugurated to oversee the Public Service Experience Conference.
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