FAAN engages with stakeholders for improved service delivery

In compliance with the SERVICOM Office’s directives on continues review of Service Charter by Ministries, Departments and Agencies (MDAs) for improved service delivery, the Federal  Airport Authority(FAAN) has reviewed its Service Charter.

Sequel to this, the Customer Service/SERVICOM Department of FAAN has been carrying out several stakeholders forum to communicate the Authority’s reviewed Service Charter to its stakeholders, brainstorm and prefer solutions to identified service delivery gaps at the airports for service improvement.

Such Forum have held at the Murtala Muhammed International Airport, Nnandi Azikiwe International Airport and Mallam Aminu Kano International Airport (MAKIA) Kano.

Present at the last Forum in MAKIA were the SERVIOCM National Coordinator/CEO ,Mrs. Nnenna Akajemeli, Representative of Managing Director FAAN and Director Airports Operations Capt. Rabiu H. Yadudu, Nodal Officer Federal Ministry of Transportation, Mr. Johnson Sulola, General Manager  (GM) Customer Service/SERVICOM Department Mrs. Ebele Okoye, Regional Airport Manager, Muhammad B. Giade and Deputy GM Commercial Department, Ibrahim Chatta .

In a goodwill massage, SERVICOM National Coordinator emphasized that the Forum was geared towards achieving a transparent decision making process with greater input from stakeholders, hence an opportunity to improve stakeholders understanding of issues decided by policy makers.

She pointed out some of the service delivery gaps which include unclean toilets, old conveyor belts, inadequate fire tenders equipment  among others,  identified at the Mallam  Aminu Kano International Airport during the recent SERVICOM Compliance Evaluation  conducted at selected FAAN Airports and  encourage the Authority to sustain its passion and drive in ensuring that excellent quality services are delivered to Stakeholders and Service takers in a  timely, fair, honest, effective and transparent manner.

In his Keynote Address, the representative of the MD stated that the purpose of the forum was to evaluate, analyse services rendered, draw up modalities and submit recommendation to FAAN Management for the realization of her vision as well as protect stakeholders’ interest. He encouraged stakeholders to discuss strengths, weaknesses and expectations for service improvement

GM Customer Service/SERVICOM Department, Mrs. Ebele Okoye, made a presentation on FAAN Reviewed Service Charter and communicated FAAN service standards, FAAN Management, staff, stakeholders and customers obligations and expectations when accessing service.

A paper was presented by SERVICOM Presidency on “Stakeholders Engagement for Service Improvement” where Stakeholders were made to identify and  present to FAAN Management, customer facing service delivery gaps at the Kano Airport. These issues were attended to by the Regional/Airport Manager and the representative of the MD.