SERVICOM CALLS FOR SERVICE IMPROVEMENTS IN UNITY SCHOOLS

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The National Coordinator SERVICOM, Mrs Nnenna Akajemeli has called on the Ministry of Education to improve service standards in Unity Schools across Nigeria.

This call was made when the National Coordinator made a presentation of the SERVICOM Compliance Reports (SCE) to the Honourable Minister of State, Chukwuemeka Nwajiuba in the Ministry’s Headquarters.

Mrs Nnenna Akajemeli while presenting the reports said the exercise was carried out by professional evaluators across 34 Unity schools across the country and the reports showcased strengths and weaknesses.

The highest scores went to Federal Government Girls College (FGGC), Owerri that scored 52:5 % while the lowest score of 40% went to Federal Government Girls College (FGGC), Enugu.

Scores of the evaluated service windows were analysed using SERVICOM’s five drivers which are Service Delivery, Timeliness, Information, Professionalism and Staff Attitude.

The National Coordinator said the performance of each driver at the evaluated service windows indicates that the schools are doing relatively well in terms of timeliness and information gathering but lagging in the area of staff attitude and professionalism.

There are no customers satisfaction surveys carried out to test and determine the level of customer’s satisfaction with the service delivered in order to ensure that services are meeting student’s needs.

Part of the weaknesses observed during the evaluation exercise composed of lack of perimeter fences around the school premises, pot holes in the hostels, leaking roofs, old dining chairs and tables, poor and deplorable toilet facilities.

SERVICOM, therefore, made some recommendations as quick fixes for improvements and they include: provision of standard accommodation for staff, adequate toilets which should be kept clean at all times.

In addition, the medium term improvements plan she said includes: training and re-training of staff as at and when due to sharpen their skills, knowledge and attitude for the provision of satisfactory services to customers.

Customer satisfaction surveys should be conducted regularly to determine the level of customer satisfaction and increase service improvements based on the results obtained.

For their long term improvements, SERVICOM recommended good lecture halls, staff quarters, decent hostels and toilet facilities should be constructed and libraries should be upgraded to modern libraries and should be well equipped.

Mrs Akajemeli stated that the ultimate purpose of any legitimate governance is to serve the people well. Adding that SERVICOM is working assiduously towards improvements through connectedness and the quality of services rendered to the Nigerian citizens.

She further stated that SERVICOM is looking forward to visible improvements and consistent value-addition in nation building.

She advised the Unity Schools to seek for active network that will facilitate excellent, timely, fair, transparent and accountable service delivery in the sector.

In his welcome remarks, the Honourable Minister of State, Chukwuemeka Nwajiuba, stated that the SERVICOM Compliance Evaluation reports came at a time when the Federal Government is laying emphasis on quality service delivery in the education sector across the Nigeria.

According to him, the reports will serve as a wake-up call to all the Stakeholders in the education sector and will also help the Ministry to partner with SERVICOM to chart a course for quality service delivery processes in Nigeria.

SERVICOM SEEKS STRONGER NETWORKING IN THE NIGERIA POLICE FORCE.

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The National Coordinator SERVICOM, Mrs Nnenna Akajemeli, has called for stronger networking in the Nigeria Police Force that would be more functional for service improvements in the Force.

This call was made during the week when the Coordinator paid a courtesy call on the Inspector General of Police Alkali Bala Usman in his office in Abuja.

Mrs Akajemeli while presenting her keynote address called on the IGP to revive the Ministerial SEVICOM Unit (MSU) to better meet customers’ perception in the services rendered to align with the purpose for which the Service Delivery Initiative was adopted for all Ministries, Departments and Agencies (MDAs) of Government.

According to the National Coordinator when the Force have a functional Ministerial SERVICOM Units it will eliminate bottlenecks in the system, while the internal customers properly positioned to deal with the external customers that would empower staff of the Unit to function optimally as guidance and Counselling resource persons, foot soldiers and eyes of Management in all aspects of customer service.

She advised the force to review the service charter in line with SERVICOM and the principles of good customer care that is well published, accessible, transparent and simple to use system for dealing with complaints.

She further implored the IGP to take ownership of the SERVICOM initiative and provide the Unit with the necessary support needed as well as resources for the implementation of its service delivery processes.

This she said would assist the Police Force in the implementation, monitoring and reporting of standards as contained in the service charter.

She advised the Force to have a stronger partnership with the SERVICOM Office that  would have closer engagements with SERVICOM Presidency to reposition  the Force to deal with its external customers.

The Coordinator reiterated the fact that SERVICOM Presidency is working assiduously to ensure that the Nigerian Police Force runs an active SERVICOM Unit, where there would be a structured networking framework between the SERVICOM Office.

She stated that the Force need a medium and long term improvements in training and retraining of its work force that would enhance skills, knowledge and attitude for the provision of satisfactory services to the customers.

For the long term improvement, she called  for an urgent need for key stakeholders to discuss the way forward concerning security issues in the country that would ensure safety of lives and properties.

SERVICOM She said is seeking to establish strong partnerships and bonding between the Police and is public through engagements, enlightenment, and informing the public on  their radio station  for service delivery related matters and policing activities at the grassroots level  that would enhance community Policing and networking she added.

SERVICOM, office she said believes that with these collaborative efforts the Nigerian Police Force would become critical partners in actualizing continuous improvements on the quality of services delivered to the citizens.

Welcoming the Coordinator the Inspector General of PoliceUsman Alkali Baba, commended the National Coordinator on her efforts to reposition SERVICOM Units service wide, especially in the Force.

This he said would help departments to check excesses and ensure that the right things are done.

A reward will serve as a motivation, while punishments will serve as a deterrent.

He informed the Coordinator that henceforth , from directorate to the zonal levels everyone have been directed to create a SERVICOM Unit to put measures and yardsticks  on how they are discharging services which will bring collaborations, and synergy , feedback, guidance and counselling are all part of what we supposed to be.

The IGP stated that every component in the service delivery process is important to ensure the welfare and security of its citizens. Promising to support and engage with the SERVICOM Office to make Nigeria a safe society to live.