Police Launch SERVICOM Committee to Boost Service Standards

In a move aimed at transforming public trust in Nigeria’s policing and ensuring world-class service standards, the Nigeria Police Force (NPF) has officially launched a SERVICOM Committee. This committee is tasked with thoroughly reviewing and updating the Police Service Charter—a fundamental guideline that shapes how officers engage with citizens and deliver essential services nationwide.

This recent launch coincides with the NPF’s active participation in the 2025 Customer Service Week, commemorated globally to honour frontline workers and encourage improvements in public sector engagement. The Nigeria Police held a dedicated event at the Force Headquarters in Abuja, joining forces with other service-driven organisations around the world.

Driving Reform with the SERVICOM Charter

The inauguration of the SERVICOM Committee is seen as a significant step in accelerating the ongoing transformation of Nigeria’s police services. According to a statement reportedly issued by the Force Public Relations Officer, CSP Benjamin Hundeyin, the committee’s main objective is to sustain and deepen reforms that propelled the police to win the “Most Improved Service Delivery Parastatal” award in 2024. This recognition by regulatory bodies underlines positive momentum but also sets a new bar for accountability and transparency.

The Service Compact with All Nigerians (SERVICOM) is a government initiative designed to promote service excellence and transparency within public sector agencies. For the police, this means a renewed focus on the rights and experiences of everyday Nigerians, from major cities like Lagos, Kano, and Port Harcourt to rural communities often underserved by government programmes.

Commitment from Leadership

Representing the Inspector-General of Police, IGP Kayode Adeolu Egbetokun, Deputy Inspector-General of Police (Research and Planning), DIG Basil Idegwu, addressed the gathering at Force Headquarters. He reaffirmed the commitment of the police leadership to a service-oriented, open, and accountable approach to law enforcement. According to Idegwu, the newly formed committee will align the police’s charter with modern service standards and the rising expectations of Nigerians feeling the brunt—and sometimes the failures—of current policing realities.

“It is imperative that we not only meet but exceed public expectations,” DIG Basil Idegwu reportedly stated, citing the need for responsive and people-centric policing. “Our objective must be to rebuild trust at all levels by ensuring sustained excellence and fostering constant engagement with the citizens we serve.”

Challenging the Status Quo: Local Feedback and the Path Forward

The launch of the SERVICOM Committee is coming at a time when Nigerians, as well as many within West Africa and the wider African region, are increasingly demanding professionalism, respect, and efficiency from their law enforcement bodies. In daily life, policing often elicits mixed reactions—some praise recent gains in proactive crime-fighting, while others remain critical of lingering challenges around extortion, delayed response, or accountability for misconduct.

Lagos-based security analyst Fatimat Adebayo explained, “Oversight committees like SERVICOM are most relevant when their work translates into visible, real improvements. Communities in places like Onitsha or Ibadan want to see police stations that respect human rights and process complaints quickly, not just official statements from headquarters.”

According to a 2023 CLEEN Foundation report, nearly 40% of surveyed Nigerians said they felt police services had improved over the past year—yet 55% still cited issues such as delayed emergency response and unexplained stops at roadblocks as major concerns. This feedback suggests strong public appetite for reforms that go beyond new policies to everyday behaviours and practices.

SERVICOM in Practice: Implementation and Monitoring

Effective implementation of the revised Service Charter under SERVICOM will require consistent monitoring, training, and a shift in day-to-day culture within police units across Nigeria’s 36 states. Experts have advocated that the updated Charter should include:

  • Clear timelines for responding to public complaints or distress calls
  • Defined disciplinary actions for officers who violate established service standards
  • Transparent channels for citizens to track the progress of their reports or requests
  • Regular public feedback surveys and independent audits of police divisions

In her remarks, acting National Coordinator of SERVICOM, Mr. Gbenga Anthony Oshin—represented by Mrs. Ngozi Akinbodewa, Head of Operations—commended the Inspector-General and acknowledged his ongoing commitment to “people-centred reforms.” She encouraged the police to remain resilient in providing consistent, high-quality public service.

“It is encouraging to see the NPF making these people-focused commitments. We urge the police to continue setting benchmarks for ethical conduct and effective service delivery, as citizen trust depends on real performance, not just promises,” Mrs. Akinbodewa said at the event.

West African & Global Resonance

Beyond Nigeria, the push for improved service standards in law enforcement is resonating across West Africa, with countries such as Ghana, Côte d’Ivoire, and Senegal all exploring similar reforms. Challenges like under-resourced rural policing, accusations of human rights abuses, and public frustration over access to justice cut across national boundaries. Regional observers are watching Nigeria’s tests with SERVICOM as a potential template for broader adoption on the continent.

Comparatively, nations that have invested in citizens’ feedback systems and accountability charters—such as South Africa’s Independent Police Investigative Directorate—have made incremental progress in reducing cases of abuse and improving public confidence. Analysts say Nigeria must adapt these models to its unique environment but can benefit from lessons learned elsewhere.

Obstacles to Sustainable Change

Despite these developments, police reforms in Nigeria face significant hurdles, including entrenched bureaucratic interests, inconsistencies in training, and resource gaps. Activists and communities often highlight the disconnect between top-level pronouncements and day-to-day realities at grassroots level. Implementation, not intention, remains the true challenge.

According to Abuja resident and civil society member Mukhtar Ahmed, “Announcements about review committees are a good start—but many Nigerians are waiting to see real change. Public confidence will come when people everywhere—from the bustling streets of Yaba to remote villages in Taraba—see a difference in how police respond to their needs.”

The Road Ahead: Building Lasting Trust

As the Nigeria Police Force forges ahead with this latest commitment, both local and international stakeholders are calling for measurable timelines, public reporting, and community engagement as part of the SERVICOM process. Ongoing dialogue with non-governmental organisations, regular town hall meetings, and transparent publication of progress could help solidify gains and set Nigeria’s police on a progressive path that inspires confidence both within and beyond its borders.

Ultimately, the measure of success will be whether Nigerian citizens, regardless of background or location, feel empowered to approach the police for help—and receive fair, timely, and respectful treatment. The global community will watch closely as Nigeria seeks to balance rising expectations, reform fatigue, and the realities of law enforcement in a complex and diverse society.

What are your experiences with police service delivery in Nigeria or across West Africa? What practical changes would you want to see most? Drop your thoughts in the comments below and follow us for more in-depth updates on reforms affecting communities near you!

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