SERVICOM REAFFIRMS COMMITMENT TO ENSURING STRATEGIC ACCOUNTABILTY IN MDAs CHARTER PERFORMANCE REPORTING MEETINGS SERVICEWIDE.

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The SERVICOM Presidency has reaffirmed its commitment towards ensuring strategic accountability in MDAs Quarterly Charter Performance Reporting Meetings service wide, through its reporting template.

This reaffirmation came on the heels of the Third Quarter Charter Performance Reporting Meeting held in the Office headquarters today Tuesday, 21st October ,2025.

Speaking during the Quarterly Charter Performance Reporting Meeting, the Acting National Coordinator/ CEO SERVICOM Presidency, Mr. Anthony Olugbenga Oshin, stated that the Quarterly Performance Reporting Meeting is not just a routine engagement, but rather a strategic accountability platform through which the SERVICOM Office tracks progress, identifies emerging challenges, and recognizes innovations in service delivery initiatives across the public sector service wide.

“Through this exercise, we reaffirm our commitments to ensuring that citizens remain at the core center of governments’ services in a courteous, transparent and efficient manner” he added.

According to him, the Quarterly Charter Performance Reporting Breakfast Meeting, is an opportunity to reflect on our collective performance, where we share lessons learned and strengthen our strategies for advancing the Federal Government ‘s Service Delivery Initiative across Ministries Departments and Agencies (MDAs).

Oshin stated that, in line with SERVICOM’s standards, the meeting is geared towards improving citizens’ satisfaction and promoting service excellence in MDAs, our mandate obliges us to ensure that government services are delivered promptly, fairly and accountably while we continuously evaluate how these services impact citizen’s lives through the various Service Windows across board.

The Acting Coordinator, further said that, the meeting is to provide a platform for MDAs to network and for deliberating on issues of service experiences to the citizens. The Charter Performance Reporting framework also provides valuable data that informs policy adjustments, drives institutional reforms, and strengthens public confidence in government, he added.

He commended all the Nodal Officers/ Focal Officers for their dedication and resilience in driving service delivery improvements within their respective MDAs.

He called on the Nodal Officers, to be more open and constructive in their presentations while focusing on the ultimate goal of performance reporting which is service improvements with a view, to ensuring that the promises of government translate into tangible benefits for all Nigerian Citizens.

Before the commencement of the Charter Performance Reports the Head of Operations, Mrs. Ngozi Akinbodewa, reminded the Nodal / Focal Officers of the need to streamline their reports on the four key result areas, such as Workplan implementation, Charter Performance implementation, Complaints’ resolution, as well as Customer Satisfaction Survey.

Henrietta Okokon
Assistant Director Information/ Public Relations
SERVICOM Presidency Office
21/10/25

Celebrating Excellence: SERVICOM Honors Outstanding Staff for October 2025

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At SERVICOM, excellence is more than a standard it’s a daily commitment to making public service better, faster, and more responsive to citizens.

As part of our culture of recognition and motivation, the SERVICOM Office proudly celebrated three outstanding staff members who have demonstrated exceptional performance, discipline, and professionalism in their duties.

Staff of the Month  Mrs. Rose Elijah

Mrs. Rose Elijah was named Staff of the Month for her consistent dedication to duty, attention to detail, and positive attitude toward teamwork. Her reliability and commitment to SERVICOM’s mandate continue to inspire her colleagues and strengthen the culture of service excellence within the office.

Most Punctual Staff  Mr. Isah Aliyu Abdullahi

In public service, time is value  and Mr. Isah Aliyu Abdullahi exemplifies timeliness as a core professional ethic. His discipline and reliability remind us that accountability begins with showing up  on time, every time.

Best Dressed Staff – Mr. Nat Okpeje Obe

Presentation reflects professionalism. Mr. Nat Okpeje Obe was recognized as Best Dressed Staff for his consistent attention to appearance and decorum in the workplace  embodying the dignity and respect expected of public servants.

Building a Culture of Excellence

The monthly staff recognition initiative is one of SERVICOM’s internal efforts to reinforce a culture of dedication, punctuality, and professionalism  values that directly influence how public officers serve citizens.

Speaking at the brief ceremony, members of management commended the recipients for their outstanding contributions and encouraged other staff to emulate their dedication.

“Service excellence begins internally  in how we value our people, our time, and our work,” one senior officer noted. “When we celebrate excellence among ourselves, we set the tone for the kind of service citizens will receive.”

the “Mission Possible” Spirit

This recognition comes shortly after SERVICOM led MDAs nationwide in celebrating Customer Service Week 2025, themed “Mission Possible.” The awards reinforce the same message  that with determination, discipline, and teamwork, excellent service delivery is always possible.

As SERVICOM continues to drive improvement in Nigeria’s public sector, these moments of recognition remind us that transformation begins with people — the everyday officers who embody professionalism and pride in service.

Customer Service Week 2025: SERVICOM Leads Nigeria’s MDAs with the Theme “Mission Possible”

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As Nigeria joined the rest of the world to celebrate Customer Service Week 2025, the SERVICOM Office, Presidency, led Ministries, Departments, and Agencies (MDAs) nationwide in commemorating this important event under the global theme “Mission Possible.”

The celebration highlighted the power of teamwork, resilience, and innovation in improving service delivery across the public sector  reminding every public servant that excellent service is not just achievable, it’s expected.

A National Message to All MDAs

Delivering the official National Keynote Address on behalf of the SERVICOM Office, the Head of Operations, Mrs. Ngozi Akinbodewa, called on all MDAs to renew their commitment to citizen focused service delivery and to embrace the spirit of possibility in their daily operations.

She emphasized that the theme “Mission Possible” reflects the essence of public service turning challenges into opportunities and transforming limitations into impact.

“Every challenge in service delivery can be solved when we apply determination, creativity, and teamwork,” she said.
“Our mission is to make excellent service delivery a daily reality for every Nigerian, across every MDA.”

The Meaning Behind “Mission Possible”

The 2025 theme “Mission Possible” embodies optimism, resilience, and the collective belief that progress in public service is attainable through dedication and innovation.

SERVICOM encouraged all MDAs to adopt the following core values as drivers of improved service delivery:

  • Determination – seeing every task through until citizens are satisfied.

  • Teamwork – working across departments and hierarchies for collective success.

  • Professionalism – serving with integrity, respect, and competence.

  • Creativity – applying fresh ideas to old challenges.

  • Resilience – maintaining focus and positivity in the face of obstacles.

The Colours of Service

The 2025 celebration featured three symbolic colours  Teal, White, and Red  each representing SERVICOM’s foundational values:
💙 Teal: calmness and balance in handling service challenges.
🤍 White: honesty, transparency, and a fresh start in every interaction.
❤️ Red: passion and energy for service excellence.

Together, these colours embody the steady foundation of trust, openness, and enthusiasm that define the SERVICOM ethos.

From Challenges to Possibilities

In her address, Mrs. Akinbodewa highlighted that achieving the “Mission Possible” requires a shift in how public service is delivered

  • from reactive to proactive,

  • from bureaucratic to responsive, and

  • from routine to results-oriented service.

She emphasized the need for technology driven solutions such as e-platforms for complaint tracking, real time dashboards for accountability, and data-driven decisions that improve transparency and responsiveness across MDAs.

“When we treat complaints as tools for growth, not as threats,” she noted, “we strengthen trust between citizens and government.”

Why Customer Service Week Matters

Customer Service Week is not merely a ceremonial event; it is a moment of reflection and renewal for the entire public sector.

It celebrates the men and women who make government work  the frontline officers, administrators, and managers who turn public policy into citizen impact.

SERVICOM urged all MDAs to use the week as a platform to appreciate their staff, engage with citizens, and recommit to timeliness, professionalism, information sharing, and empathy in every aspect of service delivery.

Moving Forward

As the 2025 Customer Service Week draws to a close, SERVICOM reaffirms its commitment to driving a culture of transparency, accountability, and service excellence across Nigeria’s public institutions.

The “Mission Possible” message remains a guiding principle  a reminder that with collaboration, creativity, and leadership, Nigerians can experience the quality of service they truly deserve.

“Every challenge is solvable. Every citizen deserves respect. Every act of service brings us closer to a better Nigeria.”

SERVICOM PRESENTS COMPLIANCE EVALUATION REPORTS TO MANAGEMENT OF NIGERIAN SOCIAL INSURANCE TRUST FUND

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The Acting National Coordinator / CEO SERVICOM Presidency, Mr.  Anthony Oshin, represented by the Head of Operations, Mrs Ngozi Akinbodewa, has formally presented SERVICOM Compliance Evaluations reports to the  top Management of the Nigerian Social Insurance Trust Fund (NSITF).

 

The presentation ceremony took place recently, at the Funds’ Corporate headquarters Abuja.

 

In her presentation, Mrs. Akinbodewa,  commended the efforts and the drive of the Management of NSITF  in her service delivery initiatives across board.

 

 

She further lauded the efforts of the NSITF in ensuring innovative strides in the area of Employees Compensation Scheme (ECS), a Social Safety, that is gaining ground in the Nigerian Social Insurance Sector.

 

Akinbodewa highlighted that, the purpose of any legitimate government is to serve citizens through the provision of services in MDAs which are intended to make positive changes in the lives and situation of citizens as witnessed by the evaluation team.

 

Mrs. Akinbodewa, in her presentation stated that the overall objectives of the SERVICOM Compliance Evaluation is to ensure Citizens Focused Service Delivery in Ministries Departments and Agencies(MDAs).

 

The specific objectives, she  said , include identifying gaps in service delivery and making recommendations to the Fund to improve customer satisfaction and accountability across all the zonal offices.

 

She said that the Nigeria Social Insurance Trust Fund (NSITF) under the Federal Ministry of Labour and Employment was selected for SERVICOM Compliance Evaluation following a Presidential directive that all Government Departments and Agencies be evaluated for SERVICOM Compliance. Ten (10) Regional Offices and Branches of the Fund were evaluated.

 

According to her,  evidence was gathered at the service windows evaluated through, Customer interviews- Employers of Labour and Beneficiaries, Discussions with Management, staff and partners of NSITF such as Regional and Branch Managers, Review of NSITF key documents e.g. NSITF Service Charter, Annual Report, Employees Compensation Act 2010, NSITF Customer Care Handbook, Desk research through  the  websites of NSITF www.nsitf.gov.ng and SERVICOM www.servicom.gov.ng and General observations

 

According her, highlights of evaluators findings were based on areas of strengths and weakness in all the service windows evaluated using the SERVICOM INDEX which is a standard tool provided and approved by the Federal Government as a standardize method for measuring and comparing performance against service standards defined by MDAs.

 

The SERVICOM Index she said, bordered on 5 major Drivers such as Service Delivery, timeliness, information, professionalism, staff attitude with their criterion to ascertain areas of gaps and proffer solutions that are citizens- centered.

 

In the chart displayed, Mrs.  Akinbodewa said, it shows the average performance of each driver in all the evaluated service , as indicated in the chart above, shows that service delivery of NSITF is rated 4-star (**) and considered Commendable in all locations (10) visited.

 

Highlighting that ,  It is important to note that ,there is need for deliberate continuous improvement in order to attain highest ranking which is Praiseworthy in the Fund when carrying out post evaluation process.

 

The above chart shows the average performance of each driver in all the evaluated service windows and it shows that the service windows are doing relatively better in Service Delivery followed by Staff attitude, Timeliness, Information and Professionalism, she added.

 

The representative of the Acting National  Coordinator proffered immediate quick fixes to the Management of NSITF to consider both on a medium term and long term basis, which is to create more awareness campaigns across board to educate and enlighten Nigerians to buy into Employees Compensation Scheme .

 

In his welcome address the Managing Director  / CEO, Nigerian Social Insurance Trust Fund ( NSITF)  Barrister Oluwaseun Faleye, said that the SERVICOM Compliance Evaluation Report was a score card and quite apt and important to the Fund as it relates to the services rendered by the staff.

 

He further stated NSITF ‘s commitment to continuously work with the SERVICOM Office for improvement and reformations around creating the much needed seamless and citizen centred service delivery.

 

“We are still a work in progress, working assiduously to close the gaps and ensure that we meet up with the mandate and standards stipulated in our service charter through ICT automation, service delivery Stakeholders engagements, targeted awareness campaigns in- house capacity development training ” he added.

 

He also made an affirmation of creating and boosting more robust citizen centred service delivery by raising the bar in awareness campaigns service wide.