HIGHLIGHT OF EPISODE 4 OF SERVICOM HELP DESK RADIO PROGRAME

/in /by

HIGHLIGHT OF EPISODE 4 OF SERVICOM HELP DESK RADIO PROGRAME

A SERVICOM Officer Mr Clement Stephen was the discussant for the day and the focus for discussion was on the workings of Ministerial SERVICOM Units (MSUs).

Mr. Clement recalled that in March 2005, the Federal Executive Council (FEC) resolved that  Ministerial SERVICOM Units be established in all MDAs to be headed by a Deputy Director who is to serve as the Nodal Officer with Staff assigned to man the Charter, Complaints and Service Improvement desks in the Unit.

The Nodal Officer reports directly to the Minister through the Permanent Secretary or the Director in the Permanent  Secretary’s Office  or to the CEO in case of Extra-Ministerial Department or Parastatal, Mr Clement said.

He explained that the MSUs are to spearhead the Service Delivery Initiative by Serving as the Link between the SERVICOM Office and the MDA; Developing service standards (Charter); Managing the MDA’s Customer Relations Policy; Instituting a Customer-Friendly Complaints Procedure;  Instituting appropriate feedback mechanisms and Promotion of quality assurance and best practices

He further explained that citizens and all service takers can approach the SERVICOM Unit for assistance when frontline staffs fail to adhere to standard procedures or when they are dissatisfied with the service.

The Public Awareness Manager Ms. Patience Musa appealed to those who had called the office with complaints to put their complaints in writing or send them as texts messages as they have been requested to, as to enable SERVICOM to have official documents with which to follow up on their complaints to a logical conclusion.

The National Coordinator Mrs Nnenna Akajemeli appealed to Government Agencies that are yet to establish their SERVICOM Units to do so in order to give service takers maximum assurance of improved and satisfactory service delivery.

HIGHLIGHT OF EPISODE 3 OF SERVICOM HELP DESK RADIO PROGRAMME

/in /by

HIGHLIGHT OF EPISODE 3 OF SERVICOM HELP DESK RADIO PROGRAME

A SERVICOM Team lead, Mrs. Jummai Abdullahi and the SERVICOM Public  Awareness Manager, Ms. Patience Musa were the discussants for the day . Issues such as Service charter, Mystery Shopping, Ministerial SERVICOM Units, SERVICOM complaint handling methods were all in focus in the course of the programme.

Mrs. Jummai Abdullahi emphasised that SERVICOM looks into complaints bordering on service delivery in Ministries, Departments and Agencies ( MDAs) only explaining that different kinds of issues were brought to SERVICOM after last week’s programme where SERVICOM lines and addresses of social media channels were publicized. She read out the phone number of the Nodal Officer of the Joint Matriculations and Examinations Boards (JAMB) in case of complaints and enquires over JAMB Examinations or other concerns.

A Brekete family member in the studio brought a complain of non-recruitment by the Nigerian Immigration Service years after she was given an assurance that she would be employed, Mrs. Abdullahi advised her to send an official complaint to the SERVICOM office for necessary intervention.

A caller wanted to know if SERVICOM was in the Universities while another wanted to know if SERVICOM was also in the States or only restricted to Abuja. The Public Awareness Manager explained that SERVICOM Units were in all Federal Universities across the country and were being overseen by the Ministerial SERVICOM  Unit of the Nigerian Universities Commission.

The Awareness Manager also explained that SERVICOM is an initiative that could be adopted by all states so that effective service delivery can be taken to the grass root. She mentioned Delta and Kano as States that have officially adopted SERVICOM. She said the office recently addressed all Secretaries to State Governments and encourage them to establish the Initiative in their states.

The National coordinator appreciated the Brekete family and all listeners and  gave an assurance that SERVICOM Office will continue to engage service takers and service providers to ensure satisfactory service delivery in all MDAs.

 

Highlight of Episode 2,  SERVICOM Help Desk Radio Programme

/in /by

Highlight of Episode 2,  SERVICOM Help Desk Radio Programme

The 2nd Edition of SERVICOM Help Desk Radio Programme had SERVICOM Team Lead Mrs Jummai Abdullahi as the discussant for the day, the discussion was centered around SERVICOM methods and approaches for service excellence in Ministries, Departments and Agencies (MDAs).

She mentioned that SERVICOM works to ensure that services are there for the people to access with no difficulty or unnecessary delays and said SERVICOM had a complaint mechanism through which citizens’ issues bordering on service failure could be handled to ensure their satisfaction. She read out SERVICOM Phone lines and social media handles and encouraged citizens and the general public to use these avenues to reach the Office so that their complaints on service failure can be looked into.

These details are:

Website:      www.Servicom.gov.ng

Facebook:   servicomng

Instagram :  Servicom _ officialpage

Twitter :       @Servicomoffice

Phone Nos: 08106419581

08153566084

 

She noted that SERVICOM Units have been established in all MDAs to drive the service delivery initiative and encouraged that such Units should be consulted by the public when they experience any form of service failure in any government establishment.

The National Coordinator gave a feed back on the complaint of non –payment of benefits by Retirees of Nigerian Airways. She said the SERVICOM Office engaged the Team representing the Retirees and the Ministry Officials and that officials of the Ministry of Finance have promised to expedite action in addressing the complaint.

The National Coordinator also said that the Immigration Nodal Officer has assured that complaint by one Mr. Simeon of non-issuance of Passport by the Nigerian Embassy in Japan will be attended to in a short while.