By Iyabo Titilola Ola-Olorun

Just hours ago, I read the sad story of a lady who took her elder sister to a government hospital after a motor accident. She narrated how she was treated by the staff of the hospital and the lackadaisical attitude of the workers to the plight of the injured.

Government institutions form the backbone of any nation, carrying the responsibility of delivering essential services, safeguarding the rule of law, and creating an environment where citizens can thrive. Yet, inefficiency and ineffectiveness often creep into their operations, resulting in delayed services, wasted resources, and eroded public trust. Strengthening these institutions requires deliberate reforms, innovation, and a citizen-centered approach. When I was growing up in the late 60s and early 70s, civil servants, as they were called, and public servants were very conversant with the civil service rules and they did their work with dignity. They did not hesitate to remind each other when there was an infraction.

There is an urgent need to train and retrain the current corps of government workers as so many lack the ethics and ethos of working in government establishments. In the 70s and early 80s, the electricity provider, then known as ELECTRICITY CORPORATION OF NIGERIA which later metamorphosed into NATIONAL ELECTRIC POWER AUTHORITY, would never take the light without pre-informing consumers that electricity would be absent for a number of hours, and they stayed true to their words. Those of us whose parents had the radiffusion got this information through that means.

One of the most important steps toward improving efficiency in government institutions in Nigeria is the adoption of modern technology. Digital systems can cut through layers of bureaucracy, reduce corruption, and speed up service delivery. For example, e-governance platforms that allow citizens to access services online save time and reduce the human interface that often fuels bribery. Similarly, the use of data analytics enables institutions to track performance, predict needs, and respond proactively to problems before they spiral out of control.

Equally important is investment in human capital. Skilled, motivated, and accountable public servants are indispensable to the functioning of government.

Continuous training, fair compensation, and merit-based recruitment help create a workforce that values competence and integrity over political favoritism. A situation where a senior officer is afraid to discipline a messenger for misconduct should be anathema. Moreover, fostering a culture of accountability—where outcomes are measured and poor performance has consequences—instills seriousness in public administration.

Finally, efficiency and effectiveness can only be sustained if institutions remain connected to the people they serve. Citizen engagement, feedback channels, and transparent communication build trust and ensure that policies are not just top-down directives but practical solutions rooted in real needs. Institutions should have suggestion boxes and complaint boxes where they can tap into the minds of their customers. In addition, they can also have online channels for these.

Governments that listen to their people and allow them a role in shaping public services often perform better and enjoy greater legitimacy.

Improving government institutions is not merely a technical exercise; it is a moral duty. By embracing technology, strengthening human capital, and fostering accountability and public trust, institutions can transform from slow, rigid bureaucracies into agile engines of national progress.

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