The Episode 128 of the SERVICOM Help desk Radio Programme held on the 16th of March 2021. The National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli , the Public Awareness  Manager, Mrs Henrietta  Okokon  and  Mrs Lucy Zack-Aku were in the studio to discourse service delivery issues. The NC appreciated Ordinary President, Brekete Family, service providers, stakeholders and service takers. Mrs Lucy spoke on how to challenge service failure in MDA’s, she said services are activities that affects another  when rendered.

MDA’s are created to deliver services to the citizens and citizens are the life blood of MDA’s and without them, there will be no states or Government, Mrs Lucy said. In service delivery all Citizens are regarded as customers, if a Citizen gets a Government job he/she has automatically become a Civil Servant not a lord and the customers are now the king she added.

As you go higher in service  the responsibility  increases  as servants and in the process you mentor and bring up others that will be in the chain of  command to render services because that is what you engaged to do, the NC said. Because of commercial undertone, private sectors have service at its best and there are options if you are not satisfied, but in Government offices you do not have that option that is why SERVICOM is engaging with this various Ministries to do what Government established them for, the NC added.

Mrs Lucy said when MDA’s do not meet up with services rendered, Customers have the right to complain and challenge the service failure immediately at that service window, if he/she do not get satisfied after passing through the Ministerial SERVICOM Unit, he can reach to the SERVICOM office that will now escalate it to that MDA for onward resolution with a time frame attached.

There are benefits of complaints Mrs Lucy said, when this happens the organisation will know there is a problem as complaint is a free consultation for service improvement and this will help the organisation to serve its Customers better.

The Public Awareness Manager give gave the office phone numbers for complainants to contact the office.

            Below are emerging issues needing SERVICOM’s attention.

Henrietta Okokon (Mrs)

Public Awareness Manager.

The Episode 125 of the SERVICOM Help desk Radio Programme held on the 23rd of February 2021 and featured for the third time the team from the Department of Petroleum Resources (DPR). The National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta  Okokon were in the studio, the  NC thanked Brekete Family for the support and collaboration in enhancing service delivery and said we have been bringing different MDA,s and connecting service providers with service takers with  the aim of improving service delivery.

Mr Abubakar Lawan,SERVICOM unit,  Aminu Kamau, Biliaminu Abubakar, Mrs Adachi Azuonyekwere came as representatives from DPR.  Mr, Aminu said the Federal Government has given DPR a mandate to issue Permit, Approval and Licence to any activity in the Oil and Gas which ranges from Upstream, Midstream and Downstream service providers.  We give this licences to Upstream like Shell, Chevron, Fuel stations and even NNPC in other to enable their businesses, he added.

Anything you want to do in the Oil and Gas sector, you must get DPR clearance or permit which are of three different categories, 1.General Permit which can be gotten within 24hours for  5,000, 2. Major category for 25,000 for the middle class and 3. Specialise category for higher level service providers like drilling, waste management, high fumigation, Mr Aminu added.  Permits are for one year while licences are for 2-5 years and if the Federal Government observes any issue in the Oil and Gas sector, the first point of contact is DPR to know if they have Permit or Licences to operate.

We have now moved from Manual to automated system of service which serves over 200,000000 Nigerians, Mr Aminu added.  You can now apply for licence or permit from the comfort of your home via our online platform; all you need to do is to scan upload and send, before now, the manual system takes between 3-4 months which can affect service delivery processes. We launched an automated system to monitor stations or depots across the country which are over 25,000 outlets and over 100 depots, with this each station will give us their daily and closing stock which we can see online.

Mr Aminu added that a short code has also been introduced in case someone is not having internet services, you can dial *7117 #. DPR generate funds for the Federal Government through Licences, Permit registration and bidding processes which are all done online, even our internal activities are online since we have 32 offices nationwide to ease stress, save cost and time.

You can visit our website www.dpr.gov.ng  for more information and as time goes on each station will have a unique ID in other to use and submit any issue or complaint concerning their station, Mr Aminu said. Citizens will have a code to dial to know nearest station that has Fuel, Gas or Diesel because it will be linked to our data base and with the automation you can also get your License or Permit by going through their own  portal, Mr Aminu concluded.

Below  are some emerging  issues  for SERVICOM to attend to.

Henrietta Okokon (Mrs)

Public Awareness Manager.

The Episode 123 of the SERVICOM help desk Radio programme held on the 9th of February 2021 and featured the team from  Department of Petroleum Resources (DPR) , The National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta  Okokon   where in the Studio to enlighten Nigerians on the service delivery process of DPR.

The N.C appreciated everyone for their support in making service delivery work and the service providers for providing services especially in this COVID-19 period, she acknowledged the front line staff in various hospitals for their effort , the service takers, the SGF and his team that oversees  the SERVICOM office, the Management and staff of SERVICOM office for the support and said the essence of the Help Desk Programme is to engage service providers and servicers takers in order to bring a change in the service delivery processes in the Country.

The representatives from DPR, Mrs Magdalene Osode, Nodal Officer and Mr Mohammed Indalaman from the Downstream sector spoke on some of the duties they perform, Mr Mohammed said that DPR makes money for the country by enable businesses in oil and gas sector of the country to strive through issuance of  licences and permits so that this companies can engage the youths to work and by so doing make more money for the Country.

Mr Mohammed further said they work in collaboration with other Agencies to make sure petrol tankers are in a good state before plying the roads to avoid accidents and damages on our roads. Mrs Osode encouraged  the youths to come into oil and gas businesses as there are lots of opportunity to harness in the sector and said they can be reached online due to COVID-19, she added that youths can get permit to set up domestic gas stations, we also supervise setting up and handling of the equipment to avoid fire outbreak advise appropriately.

We regulate the up, down and mid-stream sector of the oil and gas activities Mr Mohammed  said, Mrs Osode gave out their contact numbers which are 09013331111,09062022009,09087777765. We charge a fine of 100,000 per pump of any fuel station that under-deliver and it also depends on the severity of the offence, Mr Mohammed said. Most of the thick smoke experienced in port Harcourt is as a result of gas flaring which the government is now trying to look into it and companies are also trying to come in to help convert it to other products like fertilizers.

Mr Mohammed added that checks are being carried out on petroleum products before they are discharged to ascertain the quality, we have about 32 field offices in different states just in case there are complaints especially in this COVID-19 era.

There were no issues for SERVICOM office to attend to

Henrietta Okokon (Mrs)

Public Awareness Manager.

The Episode 121 of the SERVICOM help desk Radio programme held   on the 1st of Decemberber 2020, The National Coordinator /Chief Executive of SERVICOM, Mrs Nnenna Akajemeli, appreciated the Ordinary  President  and  the Brekete family for the partnership we have had and said it has helped our work and caused many MDA’s to improve based on the feedbacks we get from the programme.

The Public Awareness Manager Mrs Henrietta Okokon spoke on the topic Identifying Service Delivery Gaps and  Promoting  Improvement  Through Effective Feedback Mechanism and said service delivery gaps are the differences in what you have in your service charters and the services you actually render, it is also failure to meet customers’ expectations. She further added that service delivery gaps is the distance between customers expectation and what the service providers think the customers should expect.

We can close this gaps through simple surveys by finding out  what the service providers promised is actually fulfilled, she said. We do Mystery Shopping to check this services, Management perception, Experience Specification also affect service delivery. Information is also very key, MDA’s should therefore give information that will assist the customers to get services easily, this can be done by having a simple and readable Charter, she added.

Mrs Henrietta said one of the ways of identifying services delivery gaps is by getting proper feedbacks which is a response to services rendered, data gathering, independent surveys, established call centres, suggestion boxes, social media platform, evaluations, mystery shopping, complaints from the public and consultations with stakeholders.

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta Okokon

Public Awareness Manager.

the Episode 119 of the SERVICOM help desk Radio programme held on the 3rd of November 2020, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta Okokon were in the studio to talk to Nigerians and let them know they have the right to be served right.

The NC responded to the demands by Nigerians on the need for SERVICOM to moved to states and said SERVICOM started with some states as pilot like Cross River to show the level it can work in states and we want  it to work in the Federal level, other states of the federation such as; Delta, Lagos, Kaduna were also used, we have also now selected 6 states under Open Government Partnership to replicate this same process to make quality services go down to all Ministries Department and Agencies(MDA’s) in the states, she said.

We have already visited Nasarawa, remaining 5 more states, when we are done, we will expand to other states so as to have better services, when this is done the number of complaint from states coming here will drastically reduce and citizens can now hold their state government accountable. We have a period of 2 years to carry this out she added.

We are making plans to work with the Governors Forum to get this done and from there we get to the Local Government because services also takes place there, the NC said. There are lots of reforms going on in Pensions and we believe it can work so that the senior citizens can be taken care of when they retire, they should go the extra mile to make sure our senior citizens get quality service, it is working in other nations, we believe it can work here, the NC said.

The NC talked about importance of engagement  of citizens taking services from MDA’s and making service delivery a national discourse, she added that; citizens or customers have the obligation to commend  better service and complain about service failures in places like police stations, hospitals and schools.

It is important for service providers to give accurate information about their services through their service charter so as to be held accountable and this information will be useful for both parties, the NC said. Nigerian Citizens have a right to quality service for which a particular agency is set up for and to demand for information where required, we are here to discourage walking away when a customer is not satisfied with services rendered to him, we advise you to challenge service failure in order to avoid a re-occurrence, she said.

Mrs Henrietta said the ultimate mission of SERVICOM is to support the promotion of service excellence in public service and using the ministerial SERVICOM unit’s in MDA’s. She added that customers can visit the various service points; it is when they are not satisfied with the services that they can now come to SERVICOM office or reach us through our various social media handles which she reached out.

There were no complaints needing SERVICOM‘s intervention.

Mrs Henrietta Okokon

Public Awareness Manager