SERVICOM CALLS FOR MORE IMPACTFUL SERVICE DELIVERY PROCESSES IN MDAs
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)