Nigerians typically do not act openly against poor service delivery. Instead, they create individual solutions to get by. Because service users are not in the habit of holding service providers accountable, a level of impunity seeps into the arrangement and service providers tend towards inefficiency and ineffectiveness. With corrupt payments, some users can enjoy services at the expense of those paying through legitimate channels.

The primary reason for the lack of action is apathy (fear that acting would be futile and ineffective) and, for some, a fear of being targeted with retribution. At the Integrity Orgnaisation and the Convention on Business Integrity, we have devised collective action strategies for improving efficiency in service delivery.