NTA assures SERVICOM of continued support

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The Management of the Nigerian Television Authority (NTA) has assured the SERVICOM Office of continued support in the propagation of the ideals of excellent service delivery for improvement in the quality of public service accessed by citizens and other residents in the country.

NTA Director General, Mr. Yakubu Mohammed, gave this assurance when Management and Staff of the SERVICOM Office in the Presidency visited the NTA Headquarters in a motorcade as part of events marking the 2019 Customer Service Week.

The DG who was represented by Dr. Steve Egbo, Executive Director, Administration and Training, said NTA will continue to collaborate in the promotion of effective service delivery in MDAs for the actualization of the objectives of SERVICOM.

“SERVICOM has been in persistent partnership with NTA,  we have made Nigerians aware of what SERVICOM is doing and we will continue to do that”, he said.

SERVICOM National Coordinator, Mrs. Nnenna Akajemeli who led the motorcade to NTA had this to say “My message to Chief Executive Officers (CEOs) and management of organizations is that all of the promises in their service charters should be delivered while all the standards should be adhered to for service excellence and for the magic of service to be realized at every service window”.

“When we do this, people will begin to trust government. When we don’t serve delightful satisfactory service everybody is a looser but when we serve delightful service, everybody is a winner so we are calling on all government offices to reflect on the theme for the year in their service delivery processes”, she said.

The SERVICOM office joined the rest of the world to commemorate the 2019 Customer Service week on 9th October with a Road show around the precinct of the Eagle Square,  Federal Secretariat Abuja. The roadshow was used to advocate for excellence in public service and improved customer satisfaction.

SGF Commends SERVICOM on commemoration of 2019 Customer Service Week

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The commemoration of the 2019 Customer Service Week by the SERVICOM Office in Abuja has been described as a giant leap in raising the consciousness of public servants on the need to deliver magical service at all times.

The Secretary to the Government of the Federation (SGF) Mr. Boss Mustapha said this while receiving Management and staff of SERVICOM Office  as well as some Nodal officers of SERVICOM Units of MDAs, who were in his Office complex to round-up a roadshow marking the 2019 World Customer Service week with the theme “The magic of Service”.

The SGF who was represented by Mr. Olusegun Adekunle, Permanent Secretary, General Service Office in the office of the SGF, said Service delivery is the justification of any employment or engagement of government.

“Service delivery is the corner stone to success and the justification of our employment, we owe it to Nigerians and it is our obligation to deliver quality services to all Nigerians across the country”, he said.

He appreciated SERVICOM for its services to Nigerians and promised to support the Office in whatever service delivery engagements it has for the nation so that citizens can enjoy the magic of service as captured by the theme for the 2019 Customer Service Week.

The National Coordinator, SERVICOM Mrs Nnena Akajemeli had told the representative of the SGF that the event marking the Customer Service week was in celebration of all those delivering service in MDAs and also in recognition of customers who go to receive services from government offices.

She said the essence of governance can be realized through excellent service delivery, where citizens can trust government better through satisfactory services that are rendered by the MDAs.

Highlight of Episode 89 of the SERVICOM Help Desk Radio Programme.

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Episode 89 of the SERVICOM help desk Radio programme held on the 17th September 2019. The National Coordinator /Chief Executive Officer of SERVICOM, Mrs Nnenna  Akajemeli appreciated those rendering service as well as the  Ordinary President and the entire Brekete family. She noted that Ministries, Departments and Agencies were set up to serve the people hence their importance to Government.

She said discussion for the day would be centred on service improvement Plan in MDAs and would be handled by SERVICOM Public Awareness Manager, Ms. Patience Musa.

The Public Awareness Manager in her presentation reiterated that citizens are important to Government hence the establishment of MDA’s through which services can be accessed. “If we don’t go to take services, government will not get revenue, the essence of governance is to provide services to citizens and that is why customers are very important to us in SERVICOM Office”, she said.

According to her “every citizen is a customer to governments, though some establishments refer to them as stakeholders and service takers, we refer to customers as Kings in SERVICOM and that is we emphasize on Service Improvement for those driving the Service delivery initiative in MDAs so that customers are better served”.

“Service improvement plan begins by knowing the need of the customers through consultation with them then an assessment of how services are rendered to identify service delivery gaps. We are mandated by government to look into how this is done by carrying out evaluations on how MDA’s provide services to customers through interviews, environmental  assessment, sensitivity to customers reception needs”.

She explained that after assessment of MDAs, SERVICOM comes up with recommendations for service improvement based on identified gaps, adding that while some recommendations need immediate quick fixes, others would require medium-term and long-term improvement plan which  would take longer time to implement.

The Awareness Manager further explained that “the SERVICOM Units (MSUs) in MDAs initiate and carry out some of these plans and that is why the Office is currently training Nodal and Focal officers in some MDAs and it is expected that these MSUs will come up with their service improvement team with an accountability system.”

She enjoined MDAs to continue to engage well with their key customer groups, follow up on their complaints redressal mechanism and celebrate staff that excel in service delivery.

Highlight of Episode 88 of the SERVICOM Help Desk Radio Programme

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Episode 88 of the SERVICOM help desk Radio programme held on the 10th September 2019 and featured for the third time representatives of the National Environmental Standards and Regulations Enforcement Agency (NESREA) The National Coordinator /Chief Executive Officer of SERVICOM, Mrs Nnenna Akajemeli appreciated those rendering service as well as the  Ordinary President and entire  Brekete family.

A Director in the Inspection and Monitoring Department of NESREA Mrs Miranda Amachree led the team and was accompanied by Mr Sule Oyofo, Deputy Director Information and Mr Murtala Usman who represented the SERVICOM Focal Officer of the Agency.

Mrs Miranda said NESREA was set up to inspire personal and collective responsibility in building environmental consciousness adding that the Mission of the Agency is to ensure a cleaner and healthier environment for all Nigerians.

According to her, “ we are set up to enforce all environmental laws, guidelines, standards, policies and regulations in Nigeria and International Conventions that Nigeria has ratified on Environmental matters, which is called Multi-lateral Environment Agreement”

She said the Agency has offices in 29 states of the Federation, where regulations on environmental issue are enforced such as proper treated of industrial wastes by industries as well as collection of wastes by manufacturers.

She said there were about 33 regulations that are enforced by the Agency, and noted that “everybody is an environmental watch dog, if you notice any industry that is not disposing their waste properly, report to NESREA. When you have noise pollution in your environment, you can call us also. We give noise metres to our staff to measure the level of noise and report to the office for necessary action”.

The Director further said that the amendment bill of the Agency has given power for NESREA to seal up any industry or outfit that causes environmental pollution before even going to court.

She gave Office address of NESREA as No. 4 Twon Brass Street off Muhammadu Buhari way, Garki 2, Abuja; phone nos 08096508800 and 08146099778; website  www.nesrea.org and email dg.@nesrea.gov.ng

Highlight of Episode 86 of the SERVICOM Help Desk Radio Programme

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Episode 86 of the SERVICOM help desk Radio programme held on 28/9/2019 with the participation of representatives of the National Environmental Standards and Regulations Enforcement Agency (NESREA), who were in the studio the previous day but could not deliver their presentation due to time constraint.

SERVICOM National Coordinator and Chief Executive Officer, Mrs Nnenna Akajemeli appreciated those rendering services in MDAs and said NESREA was brought to the studio to give information to citizens on what they do,  what they stand for and how they are serving the public with the mandate given to them by government.

A Director in NESREA, Mr. Isah Abdulsalam  accompanied by the SERVICOM Focal Officer of the Agency,  Murtala Usman said NESREA is an Agency under the Federal Ministry of Environment and it is set up to enforce environmental laws.

“The environment here means air, water and land which involve living and non-living things. Human beings are major contributors to this environment, so our activities like farming, bush burning and industrial actions have negative effect on the environment”, he said

He said the vision of the Agency is to ensure a cleaner and healthier environment for all Nigerians and explained that  NESREA had placed ban on some vehicles,  motor bikes and small generators popularly called “I better pass my neighbour” due to hazardous emissions and air pollution from them, which are harmful to human health.

When asked by the Ordinary President about the involvement of the Agency in erosion control, the Director said NESREA was limited in that aspect although there were measures to curtail such occurrences. He explained that NESREA was not a service provider but enforcer of environmental rules and regulations for an environmental conscious society.

 

It was thereafter agreed that NESREA should come for a repeated participation in the programme in order to let out more useful information. The Ordinary President again emphasized the need for Central Bank of Nigeria, PENCOM and PITAD to be invited to the programme.

Highlight of Episode 85 of the SERVICOM Help Desk Radio Programme.

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Episode 85 of the SERVICOM help Desk Radio programme held on 27th August 2019 and had in attendance representatives of the National Environmental Standards and Regulations Enforcement Agency (NESREA) who were scheduled to enlighten the public on their mandate and their service delivery processes.

Head of Operations in the SERVICOM Office, Mrs Jummai Abdullahi who represented the National Coordinator expressed the appreciation of SERVICOM to Brekete family for the impact of the programme. The Public Awareness Manager, Ms Patience Musa assured those sending complaints to SERVICOM that their issues were being given due attention.

Mr. Isah Abdulsalam, a Director in NESREA and the SERVICOM Focal Officer Murtala Usman represented the Agency. The Director explained that the Agency was primarily concerned with protecting the environment for sustainable development by enforcement of various environmental laws.

Owing to time constraint and given the importance of activities of NESREA, the Ordinary President pleaded that the Team should be in the Studio tomorrow where ample time would be given for their presentation. This was unanimously agreed by both SERVICOM and NESREA representatives.

Highlight of Episode 84 of the SERVICOM Help Desk Radio Programme

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Episode 84 of the SERVICOM Help Desk Radio Programme held on the 21st of August 2019 to enable the continuation of the previous day’s Episode where the Federal Aviation Authority of Nigeria (FAAN) and the Nigerian Quarantine Service made some clarifications about their services and processes.

The National Coordinator / Chief Executive Officer of SERVICOM          Mrs. Nnenna Akajemeli while reacting to the narration by a studio complainant on how money was allegedly stolen from his bank account, gave a feed back of a complainant whose N16 Million Naira was allegedly stolen at a bank in the course of generating his BVN. She said the said amount was however returned after SERVICOM’s intervention through the Economic and Financial Crimes Commission (EFCC).

In the light of this, she assured Mamman Aliyu that he will equally get justice and have his money back. She used the opportunity to appreciate the EFCC Chairman Mr Ibrahim Magu and the SERVICOM unit of EFCC for being efficient and functional.

The SERVICOM Nodal Officer of FAAN Mrs. Okoye enquired from the Quarantine team What quantity of food a traveller could travel with without making any payment as customers have raised complaints about being asked to go to the Quarantine Desk to pay the sum of N2,000. She also enquired what travellers were expected to pay on food items Per Kg and whether or not travellers could travel with fresh foods and vegetables.

Mr Idachaba Ebenezer, Director Laboratory Management Service in the Nigerian Quarantine service, said there were no limits to the quantity of food one could travel with.

“The basic purpose of the service is to ensure that whatever food you are carrying out of the country is free of pest, which may be insect, disease and contaminant. This is done because Nigeria is a signatory to international protocols. If your food items are free of any of the pest, a certification is done right there”, he said.

According to him, “charges that are raised are used for that certification, they are not revenues rather they are called User Fees under government regime and the basic minimum is N2,000”.

The National Coordinator of SERVICOM advised the Quarantine Service to come up with standards on how they want travellers to package their foods that will make it easier for them to travel with and to also publish the category of items allowed for travellers or customers to see in the airports, adding that the essence of this was for service improvement.