The existence and functioning of a nation and its government, is predicated on the need for orderly human interaction, and the provision of a systematic mode of delivery for a wide array of services, ranging from purely governance services to the provision of a variety of social services. Laws, regulations and practices evolve to provide definite guides for human and governmental conduct. The state provides a social framework that aims at satisfying the social wants, claims, demands and expectations involved in the existence of a civilized society, by giving effect to, as much as possible, with the least sacrifice, a generally acceptable ordering of human conduct

Democratic societies create a number of rights for citizens, and in return, certain basic duties and responsibilities are expected from the citizen to the state. A symbiotic relationship is thus created where there are legitimate expectations, and citizens expect their government to deliver a minimum basket of goods and services effectively and efficiently. In such societies, government is mainly funded by citizens' taxes, and in return, they demand accountability and a transparent administration of state resources. This background provides the rationale of high quality service expectation by the citizens, and the rendering of same, and continuous attempts to improve service delivery on the part of government

Following the 2003 elections, President Obasanjo reiterated his determination to improve the quality of life of all Nigerians. He announced several reforms and senior appointments to set the scene for transformation. The President and the Federal Executive Council (FEC) have also recognized that no reform process will be credible and sustainable, if Government cannot demonstrate that it is serious about service delivery; and appreciate that even while longer-term reforms take place, services must actually be seen to be improving in practice.

In the light of the above, a Nigerian Service Delivery Research Team visited the United Kingdom (UK) in 2003 to investigate how the British Government has gone about improving service delivery in its own country. Based on their feedback, the Federal Executive Council supported the design and implementation of a Public Service Delivery Programme (PSDP) for Nigeria

The Service Delivery Team nominated by the Nigerian Government is headed by the President's Senior Special Assistant on Research and Strategy. The team's Terms of Reference covered a review of service delivery, a reflection on peoples view and experience of services, and a draft roadmap of suggested key actions and institutional arrangements that would ensure effective Service Delivery. A Service Delivery Office is being set up to achieve the objectives of the Public Service Delivery Programme