Project Materials

ROLE OF SECRETARIES TOOL FOR ENHANCING THE QUALITY OF SERVICES RENDERED BY GOVERNMENT ESTABLISHMENT (A CASE STUDY OF UNIVERSITY OF NIGERIA, ENUGU CAMPUS)

ABSTRACT

As vital cogs in the wheel of government, secretaries carry out crucial tasks within their respective agencies. The definitions, attributes, and responsibilities of secretaries are explored in this research paper. A secretary’s ability to carry out the aforementioned duties makes her a powerful tool for the betterment of the many national government agencies. This is required due to the fact that these governmental institutions have failed miserably in managing the administration in our technologically advanced and rapidly developing societies. The majority of the establishment is burdened with numerous problems, one of which is the lack of appropriate administration. The purpose of his research, which uses the campus of the University of Nigeria as an example, is to prove that secretaries may improve the administrative efficiency of the country’s government. He did this by randomly selecting a subset of secretaries from the population. Results show that involved university secretaries are more conscious of the need of strong administrative and managerial abilities than non-secretaries. Chapter two discusses the opinions of other writers on the topic, while Chapter 1 focusses entirely on the study’s background, problem definition, and objective. The study methodology and many others are covered in Chapter 3. The examination of the collected data is presented in chapter four. In the last chapter, “Conclusion,” the authors summed up the study and discussed its findings, recommendations, and conclusions.

CHAPTER ONE

INTRODUCTION

1.1 The Background of the Study 

When it comes to providing social and critical services for the development and welfare of its residents, the government-established establishments and organisations, such public corporations and higher education institutions, fall short of expectations. This is due to the fact that their administrative management and control are extremely inefficient.

Corruption, understaffing, subpar service delivery, improper use of public monies, and a general absence of responsibility are all outcomes of this situation.

In an effort to rectify this inefficiency, the author plans to investigate potential alternate means of improving the administration of the institution, paying particular attention to the University of Nigeria Enugu campus as an example of such a government institution in the nation.

1.2 Statement Of The Problem

It is the rightful duty of the nation’s government to ensure that its citizens have access to basic social services. The rationale behind this is that private enterprises simply cannot afford the exorbitant costs associated with offering these services. Among others, you can find transport services, services related to electricity, and educational services.

There is a severe lack of oversight and management at most of the government-run organisations tasked with providing these vital services. Many seatbacks in these establishments’ administration were caused by this shortcoming.

Based on the researcher’s observations, secretaries are a powerful tool that organisations and establishments can utilise to improve their administrative machinery.

This study’s overarching goal is to assess the ways in which the government may do a better job of providing services, with a focus on the University of Nigeria Enugu campus.

1.3 The Purpose Of The Study

The goal(s) of this study encompass:

(1) Researching how secretaries affect the quality of services provided by government agencies.

The second objective is to learn whether secretaries are responsible for more than just typing and shorthand.

(3) Assess the secretary’s role in ensuring the effective and efficient running of the government

(4) Supply suggestions for improving secretaries’ performance and productivity.

1.4 Justification and significance Of The Study

It has been asserted that the management tactics and staff employed by government agencies, nonprofits, and social institutions such as universities are inefficient.

However, this study demonstrates the improvement of secretaries in improving the services provided by government establishments, and it demonstrates the significance and potency of secretaries as an instrument for improving these establishments.

Doing so will aid in dispelling the misconception that secretaries in most government agencies are mere servants devoid of agency when it comes to the management and administration of their respective officers.

Everyone will learn from this study how vital secretaries are to the smooth running of every organisation, from private companies to public agencies, and how they serve as effective administrative instruments. An enthralling example is the secretary’s function in providing high-quality, efficient service to government agencies, as defined in the Journal of the National Seretries Association (1988).

Here is the explanation: Secretaries are executive assistants that are highly competent in administrative tasks, show initiative and discretion when given responsibilities, and are able to make decisions within their authority.

This definition makes it clear that secretaries are responsible for a wide range of tasks in any given business or organisation. With a competent secretary on staff, a business can function efficiently even when a boss isn’t there.

As said earlier, this study will provide substantial evidence of the vital role that secretaries play in all branches of government. Also, the study will highlight the key distinctions between secretaries and regular typists in terms of the responsibilities assigned to each.

An additional important aspect of this study is its potential to assist both current and future secretaries in better comprehending the importance of their work in various organisations and the necessary steps to meet the challenges that come with their positions.

Lastly, this study will shed light on the need for training institutions to invest more in secretarial education, specifically in meeting the modern training requirements of secretaries so that they can stay up with the rapid pace of technological and communication advancements.

1.5 The Scope of the Study

Government establishment in the urban area of Enugu is the focus of this study. The urban area of Enugu is home to numerous government agencies and institutions, including the following: the Nigerian Broadcasting Service (ESBC), the Nigerian Postal Service (NITEL), the Nigerian Railway Corporation (NRC), the Nigerian Coal Corporation (NCC), and schools such as the University of Nigeria, Enugu Campus (UNEC) and the Institute of Management and Technology (IMT). Plus a plethora of others, like Enugu State University of Technology (ESUT). This study will solely focus on the University of Nigeria Enugu campus because of the abundance of government buildings in the Enugu urban area.

1.6 Research Questions

The author poses the following hypothesis or question to articulate the ideas that form the basis of this work:

i) how can secretaries in Enugu urban improve the level of services provided by the government?

ii) Is shorthand and typing the only skills required of a secretary or dustier?

iii) Government establishments, how much of a liability are secretaries?

iv) Do the secretaries really help the company?

v) How much of an impact does the government’s inefficiency stem from a shortage of secretaries?

vi) The amount to which the rapport between a secretary and her supervisor impacts the company’s productivity.

1.7 Assumption of the Study

The underlying premise of this piece is that secretaries significantly contribute to the success and longevity of the organisation in which they work.

1.8 Definition of Terms 

The following words and phrases were defined and explained in this study:

(a) This pertains to the task and responsibility assignments.

(b) These are the structures’ functional organs that the organisation relies on.

(c) Instrument or piece of equipment: “tools” refers to its various forms.

(d) Improving: As a result,

(e) The quantity or monetary worth of responsibilities is what comprises “quality of service.”

(f) Businesses that the government has created or established include public corporations and educational institutions.