SERVICOM CALLS FOR MORE IMPACTFUL SERVICE DELIVERY PROCESSES IN MDAs

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The National Coordinator/CEO SERVICOM Mrs.  Nnenna Akajemeli has urged Ministries Departments and Agencies (MDAs) to work towards improvements in service delivery processes in order to deliver seamless and efficient services across the various service window to Nigerian Citizens.

This call was made when she paid an advocacy visit to the Director General, Directorate of Technical Cooperation in Africa (DTCA) recently in Abuja.

According to her the quality of governance is determined by the quality of services delivered to citizens and the extent to which these services meet their expectations and therefore SERVICOM’s mandate focuses on improving the quality of contacts by working with Ministries Departments and Agencies (MDAs) to ensure effective service delivery across board.

She said that, SERVICOM’s core mandates are; to coordinate efforts of MDAs to develop and implement Service Charters service wide, carryout independent surveys on customer satisfaction on Public Services, raise citizens’ demands for satisfactory service from MDAs and build skills of Public Servants to deliver excellent service by promoting best practice in service delivery among others.

However, she added that, the Directorate should promote technological transfer through technical cooperation between Nigeria and other countries in Africa, and that a culture of qualitative service delivery needs to be sustained by the management and staff in order to ensure that the objectives of the Directorate are achieved.

The National Coordinator further advised that, the SERVICOM Unit in the Directorate be further strengthened by providing the necessary support and resources needed for the development and implementation of the Service Charter to capture services and standards required.

While speaking on the Importance of the Service Charter, Akajemeli noted that, the Service Charter is a strategic document that communicates promises and commitments of services provided by an organization to its customers, and it contains realistic and measurable standard in key services.

The SERVICOM Boss urged management to continuously engage with stakeholders within and outside Nigeria on matters of cooperation and integration in Africa and review their service charter to further strengthen its mandate it was set out to achieve.

Welcoming the SERVICOM Boss and her team the Director General, Directorate of Technical Cooperation in Africa (DTCA), Ambassador Rabiu Dagari mni, informed the Coordinator that his Directorate had embraced SERVICOM’s mandate and principles by training their frontline officers in order to ensure that services and amenities gets to the citizens.

He further stated that the Directorate carries out government ‘s policies   and implement these policies through the staff who represent government adequately by rendering efficient services to the citizens who in turn would send feedbacks as to the measure of efficient services received.

He pledged his commitment to collaborate with SERVICOM to ensure that all the policies of the Federal Government and mandate given to the Directorate are geared towards impacting the Nigerian Citizen through efficient service delivery.

 

 

Henrietta Okokon (Mrs.)

Public Awareness Manager (SERVICOM)

5/4/22

SERVICOM LAUDS FEDERAL MEDICAL CENTRE EBUTE METTA

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The National Coordinator/CEO SERVICOM, Mrs. Nnenna Akajemeli, has lauded the Federal Medical Centre Ebute Metta initiatives towards driving the culture of excellence given, by testimonies of service delivery experienced by patients in the Centre.

This commendation was given when the National Coordinator paid an advocacy visit to the Medical Centre during the week as part of her working visit to firm up deliveries on Open Government Partnership (OGP) commitments in improved service delivery thematic area.

The National Coordinator said the culture of excellence, innovations and technology witnessed in the Medical Centre attest to the value placed on the Service Delivery Initiative of the Federal Government of Nigeria, and SERVICOM’s commitment to actualize the mandates in the Open Government Partnership’s program.

According to her, SERVICOM is working assiduously to position excellence in the customer service drive of this administration by ensuring it attains connectedness between intuitions and the Citizens.

She informed the Chief Medical Director of President Muhammadu Buhari’s Commitment to the OGP Initiative as being governed by four major principles such as Transparency, Accountability, citizens’ participation and technology.

Mrs. Akajemeli said that due to the centrality and the importance of the Federal Ministry of Health’s services to the citizens, SERVICOM selected to work with the Ministry’s Hospital Services Department, Federal Medical Centres Ebute Meta and Keffi, because of the high customer facing services they render to Nigerians.

 

She advocated for a total commitment and by –in by the CMD On the implementation of improved service delivery commitment, which would involve development/ review of service standards as contained in the service charters of selected service windows in line with National Guidelines. This she said is key in streamlining systems and promises in line with the charter.

‘’We would also develop a monitoring and reporting framework for the implementation of selected service standards in charters of selected service windows’’, she added.

Furthermore, she solicited for the CMD’s collaboration with SERVICOM, as the customer service arm of the government to put in place systems and mechanisms to ensure implementation of the service standards within the delivery period of OGP NAP11 which falls within 2019-  August 2022.

Mrs. Akajemeli further stated that performance would be assessed regularly or intermittently by SERVICOM Presidency and the International Review Monitors (IRM), OGP Headquarters, Washington DC.

She called on the CMD to spearhead, own, and support staff sensitization trainings for the project and also carry out awareness campaigns for their service takers.

In his welcome address the Chief Medical Director ( CMD) , Federal Medical Centre , Ebute Metta , Dr. Adejuwon Adedamola Dada, informed the Coordinator that the Centre had bridged the Clinical and the Financial aspect of their processes into an E Card and Wallet for ease of business.

He further informed her that the Center had keyed extensively into innovations and is completely technology driven with states of the art operating theaters, 100% Molecular Laboratories, gas plants, well equipped wards as well as hardworking and dedicated work force to attain the culture of excellence witnessed.

Dr. Adejuwon concluded by pledging Managements’ commitment to embrace the culture of service excellence, by rendering quality and efficient services in all the Service Departments of the Centre.

 

Henrietta Okokon

Public Awareness Manager (SERVICOM)

01/04/2022