Olubunmi Tunji-Ojo
Honourable Minister, Federal Ministry of Interior, Nigeria
Stream 8 of 12
Customer Experience & Service Delivery Forum
Citizens experience government not through policy documents but through the quality of the services they receive every day — at the hospital, the revenue office, the road, the school. This stream puts the citizen at the centre of the governance conversation.
About this stream
What this stream covers.
Citizens experience government not through policy documents but through the quality of the services they receive every day — at the hospital, the revenue office, the road, the school. This stream puts the citizen at the centre of the governance conversation.
From immigration and border services to water and utility delivery, the discussion focuses on measurable service standards, complaint and feedback loops, and the frontline reforms citizens actually notice.
Focus areas
Citizen-centred service design and standards
Frontline service delivery in health, water and utilities
Immigration, border and identity services
Complaint handling and citizen feedback loops
What you’ll leave with
- Service standards benchmarked against comparable agencies
- Frontline reform models with measurable citizen impact
- A network of agency heads tackling the same delivery gaps
Session format
Practitioner panel with agency heads on frontline delivery, plus a service-design workshop segment.
Who should attend
Heads of citizen-facing agencies, service delivery reformers, and customer experience leads in government.
Join this stream
Register for APSCA 2026 and select Customer Experience & Service Delivery Forum as one of your areas of interest.
Secure your placeOn this stream
Speakers
The confirmed leaders speaking on this stream.
Hon. Adam Mutawakilu
Ag. Managing Director, Ghana Water Limited
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