Operationalised Niger State's service delivery standards and grievance redress architecture — designing systems that allow citizens and investors to hold government accountable to published commitments.
The challenge
Reform financing programmes require systematic action on service delivery standards and accountability infrastructure. Niger State needed operational SLA and GRM frameworks that could hold up to independent verification while actually improving service delivery outcomes.
Our approach
Switch Advisory designed the engagement around two questions: what standards should Niger State commit to, and what institutional infrastructure is needed to track and enforce them. The SLA design work produced standards anchored in realistic baseline data. The GRM work produced an operational complaint-handling system.
The point of SLAs and GRMs is not the templates — it is that citizens and investors can hold the state to its commitments.
What we delivered
- A Niger State Service-Level Agreement framework with measurable commitments
- An operational GRM design with clear intake, routing, and escalation protocols
- Staff training on SLA monitoring and GRM management
- Templates for verification-ready reporting on SLA compliance
Outcomes
Niger State moved from aspirational service delivery commitments to institutionalised, verifiable standards — with a functioning GRM channel for citizens and investors to raise and track complaints.
Partners
Niger State Government · World Bank-supported programme