SERVICOM PARTNERS WITH WORLD BANK TO INTERGRATE AND SUSTAIN E –GRIEVANCE MECHANISM PLATFORM.

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The SERVICOM Presidency office has partnered with the World Bank to integrate and sustain an E- grievance mechanism platform that is fully automated to cut across Ministries Departments and Agencies (MDAS). 

This platform initiative was unveiled during a briefing by the World Bank on the progress reports to have SERVICOM man a system that is fully sustained by the Agency.

The Project Coordinator Mr, Siakpere in his briefing, stated that, the idea behind the initiative is to lay a foundation whereby SERVICOM would build and operationalize a system that would become a tool to manage their customers and for business purposes across board.

The set objectives of this initiative he said, is having all MDAs projects with the Bank domiciled in SERVICOM, that would make such projects more sustainable and accountable to the people and the Government in Nigeria.

The project would be an integrated National Grievance Mechanism Hub domiciled in SERVICOM with a view to digitize GRM platform seamlessly. This Hub according to the Project Coordinator, would have principles and guidelines, with set standards that are conformable and will align with the World Bank standards.

He explained further that, a charter would be added to the guideline which will be part of SERVICOM routine schedules, and un-boarded to MDAs so that at the end of the day, every MDA would be accountable to SERVICOM in all its service delivery initiatives.

When fully operationalized it would be a better way of streamlining and improving service delivery initiatives in Ministries Departments and Agencies (MDAs), he added.

In his response the Acting National Coordinator, Mr. Anthony Oshin, represented by the Head of Administration, Mrs. Helen Lawal, commended the World Bank Team for this laudable initiative that would be domiciled in the SERVICOM Office for all Ministries Departments and Agencies to key into for seamless management of grievance redress mechanism service wide.

She emphasised that, “it is our belief that the SERVICOM Office, would continue to monitor and evaluate the quality of services delivered to their customers in MDAs from the various service windows through the Grievance Redress Mechanism platform that would entrench the culture of service excellence service wide”.

 

SERVICOM Presidency would as critical partners work in collaboration with all MDAs in actualizing continuous improvement on the quality of services delivered to the Nigerian citizens in accordance with her mandate, she said.

 

Henrietta Okokon

Assistant Director Information/Public Relations

SERVICOM Presidency

20th September, 2025

SERVICOM PRESIDENCY OFFICE PRESENTS POST EVALUATION REPORTS TO THE MANAGEMENT OF FEDERAL AIRPORTS AUTHORIYHY OF NIGERIA (FAAN)

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The SERVICOM Presidency Office has presented the Post SERVICOM Compliance Evaluation Reports to the Management of the Federal Airports Authority of Nigeria (FAAN). This presentation ceremony was held at the FAAN Headquarters in Lagos during the course of the week.

During the Presentation briefing, the Head of Operations SERVICOM, Mrs. Ngozi Akinbodewa who represented the Acting National Coordinator SERVICOM PRESIDENCY Office, Mr. Anthony Olugbenga Oshin, said that the report highlights the post evaluation exercises carried out in Seven different Airports across Nigeria.

The overall objective of the SERVICOM Compliance Evaluation she said, is to ensure citizen-focused Service Delivery across Ministries, Departments, and Agencies (MDAs).

The specific objectives of this exercise is geared towards identifying gaps in service delivery, provide actionable recommendations, and conduct post-evaluation reviews to assess the extent to which the 2018 recommendations of the evaluated Airports of Federal Airports Authority of Nigeria (FAAN) have been implemented, ultimately driving improvements in customer satisfaction and institutional accountability.

She stated that the methodology utilized by the SERVICOM Office was to carry out a post evaluation of the Federal Airports Authority of Nigeria (FAAN), that was chosen for evaluation in 2018 to assess its state of service delivery nationwide.

Akinbodewa further explained that, seven (7) locations including the Headquarters of the Authority were evaluated in March 2018 for assessment of their compliance with the SERVICOM Index. Thus, in July, 2025 Post SERVICOM Compliance Evaluation were conducted to assess the status of implementation from 2018 recommendations to Federal Airports Authority of Nigeria (FAAN).

In hier briefing, she stated that evidence gathered at the service windows evaluated was carried out through facilities inspection and observations to measure the level of compliance to set standards.

According to her ,we used the SERVICOM index to measure standards based on the five (5) key drivers as approved by FEC to measure standards of FAAN and proffer improvements Plan. These Key Drivers she highlighted, as follows: Service delivery, Timeliness, Information, Professionalism, Staff Attitude.

SERVICOM thereafter, proffered some of the quick fixes for improvements in some of the Airports aforementioned for speedy implementation. The following were proffered for FAAN Management for urgent implementations such as, the repair and maintenance of the Owerri Airport cooling system. Stating that, prompt action needs to be taken to ensure improved ventilation, enhance passengers comfort during peak travel periods

The SERVICOM Office, also advised the Management to expedite the purchase of Co-buses in all pending locations, specifically, Lagos, Port Harcourt, and Owerri. This will ensure efficient passenger movement between terminals and Aircraft stands

FAAN Management she said, should hasten the installation of travellators and avio-bridges at the Abuja Airport for improved access to service by all categories of passengers and airport users.

There is dire need for an overhaul reorganization of the Lagos Cargo Terminal at
International Airport for effective, efficient and seamless service to customers, she added.

SERVICOM Office further advised FAAN Management, to hasten the installations/repair of the Travellators at both Lagos and Abuja International wings to ease movement of passengers especially those with reduced mobility

FAAN Management should prioritize the installation of double-view X-ray baggage scanners at the domestic wing of Nnamdi Azikiwe International Airport, she advised.

“It is our belief that FAAN would ensure continuous improvement on the quality of services delivered to its customers when the recommendations contained in this report are fully implemented”, she added.

She concluded that, SERVICOM Presidency would as a critical partner would work in collaboration with FAAN in actualizing a continuous improvement on the quality of services delivered to the passengers and stakeholders.

In her response the Managing Director/ Chief Executive, Federal Airports Authority of Nigeria (FAAN), Mrs. Olubunmi Kuku, represented by Dr. Lukman Eniola, Director Human Resources and Administration, said that, the Authority is happy with the audit and visibility of the Service Charter Evaluation and scorecard carried out between year 2018 – 2025 by the SERVICOM Presidency Office.

Dr. Lukman, stated that FAAN Management lead by Mrs Olubunmi Kuku , has already considered structural pillars to improve our services, through strategic innovations, infrastructural security, workforce experience and Personnel Management Systems(PMS), which has enabled the Authority to access and evaluate our facilities nationwide.

FAAN is developing SMART Airports in 22 Airports in Nigeria for citizens, in line with world best practice with the support of Mr. President, Minister and the Managing Director / CE FAAN to attain these feats, he explained.

We promise to take the evaluation reports seriously and improve on areas needed for maintenance and installations as required by SERVICOM, in a transparent and efficient manner in order to ease travelling experiences of Nigerian citizens nationwide.

 

Henrietta Okokon
Assistant Director Information/ Public Relations
SERVICOM Presidency
19/9/2025

SERVICOM Recognizes Outstanding Staff for August

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The Service Compact with All Nigerians (SERVICOM) has recognized three outstanding staff members for their dedication and exemplary performance in the month of August, as part of its ongoing Staff Awards Initiative.

The awards, which highlight punctuality, professionalism, and overall excellence, were presented at SERVICOM Headquarters in Abuja.

The following staff were honored:

  • 🏅 Staff of the Month – Mrs. Kikelomo Aina

  • ⏰ Most Punctual Staff – Mr. Mfon Iniunam

  • 👔 Best Dressed Staff – Mr. Nat Okpeje Obe

Speaking during the presentation, SERVICOM’s leadership emphasized that the awards are not just about recognition but about institutionalizing the culture of service excellence within the organization.

“At SERVICOM, we believe the values we advocate for in Ministries, Departments, and Agencies must also be reflected in our own operations. Recognizing staff who embody these values reinforces our commitment to accountability, professionalism, and service delivery,” the statement noted.

The Staff Awards Initiative is a monthly program designed to motivate staff while reinforcing SERVICOM’s ethos of excellence. By practicing what it preaches internally, SERVICOM continues to set the standard for citizen-focused service delivery across Nigeria’s public institutions.

SERVICOM CALLS FOR EXCELLENCE WHILE DELIVERING CUSTOMER – FOCUSED SERVICE DELIVERY IN MDAs

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The SERVICOM Presidency Office, has called on Ministries Departments and Agencies (MDAs), to adopt the culture of service excellence while delivering customer focused service delivery to Nigerians.

This call was made recently when the Nigerian Civil Aviation Authority, (NCAA), launched its Integrated Service Charter in Abuja, by the Ag. National Coordinator/ CEO SERVICOM Presidency, Mr. Anthony Olugbenga Oshin, represented by the Head of Operations, Mrs. Ngozi Akinbodewa.

Oshin urged the NCAA To increase the trust of air travelers in Nigeria by exhibiting excellence, while delivering their functions at the various airport terminals across Nigeria.

He emphasized on the need for the Agency to pay close attention on passengers’ rights and responsibilities and to address consumer protection issues, such as compensation for delays in cancellations of flights and denied boarding which can affect passengers’ wellbeing and cause frictions during schedules.

He reiterated the need to assist passengers with reduced mobility and victims of aircraft accidents as well as look into the aspect of airlines making refunds on  tickets purchased within specified timeframe.

“As part of NCAA regulations, the Agency ought to provide assistance for the lost or delayed baggage’s when the need arises” he added.

He further implored the Management of NCAA, not to relent in their stride in enforcing these regulations to ensure compliance and protect passengers’ rights in the Nigerian Aviation sector.

Mr. Oshin encouraged the Agency to give its commitments in ensuring the implementation of the Service Charter from the SERVICOM Department on result-based monitoring and reporting in Service Charter implementation which is what will used as part of the scoring template at the end of the year awards ceremony.

The SERVICOM Office, he said, believes that if the service standards embedded in the integrated Service Charter are implemented, monitored and the performance  reported during our quarterly breakfast meetings , NCAA would be repositioned to function optimally thereby, ensuring that all customers are served right.

He also added that achieving excellent service in NCAA would be enhanced through proactive planning and focus on improving the quality of services rendered at every level within and outside the Authority.

In his welcome address, the Nodal Officer, Nigerian Civil Aviation Authority (NCAA), Mr. Jok Isiyaku Shok, attributed these phenomenal improvements to the support given by the SERVICOM National Office as well as from  the Management of NCAA for coming together to design and adopt a holistic Charter that brings all our services, standards, and commitments into one unified framework.

According to him, this Integrated Service Charter is more than a just document, it is a pledge, a living testament to NCAA’s resolve to offer seamless response and transparent   services to every Stakeholders’ and all members of the public who depend on services of NCAA.

By launching the Integrated Service Charter, we reaffirm our dedication to upholding the highest standards of efficiency, fairness, and professionalism.
 We are raising the bar for ourselves, and selling a new bench mark for the Aviation sector and the broader public service, he added.

In his key note address, the Director General Civil Aviation, Nigerian Civil Aviation Authority, (NCAA), Captain Chris O. Najomo, said that today is not merely the unveiling of a document. It is the public declaration of a covenant — a solemn commitment between the NCAA and the people and organizations we serve.

 This Charter stands as a clear statement of our service standards.
“Today, we take an important step forward in our ongoing mission to ensure transparency, accountability, and excellence in the services we deliver.

The Integrated Service Charter is more than a document — it is a public promise. It clearly sets out: The services the Nigerian Civil Aviation Authority provides. The applicable costs for each service. The timelines within which those services will be delivered; and a structured way to receive and act upon your feedback through a customer satisfaction survey.”

This Charter, according to him, embodies our commitment to putting our customers at the very heart of what we do. It ensures that every stakeholder — whether an airline, service providers, flight crew, Air Traffic Controllers, Engineers, Dispatchers, or member of the flying public — knows exactly what to expect, when to expect it, and how to measure our performance.

One of my eight cardinal objectives as DGCA, he said, is the attainment of ISO 9001:2015 QMS certification for the Authority. Getting the certification is like giving our organization a global seal of excellence. The NCAA Integrated Service charter coordinated by the SERVICOM department and the Service Level Agreements (SLA’s) developed by the Presidential Enabling Business Environment Council are key ingredients in our journey for certification. This is totally in line with the Federal Governments agenda of ease of doing business in Nigeria.

 He pledged his commitment by stating that, in aviation, precision and trust are non-negotiable. By integrating service standards with a clear feedback mechanism, we are not only raising the bar for customer service in the industry but also creating a platform for continuous improvement.

Henrietta Okokon
Assistant Director Information and Public Relations
SERVICOM Presidency Office
28/8/25