Highlight and Matters arising from Episode 128 of the SERVICOM Help Desk Radio Programme.
The Episode 128 of the SERVICOM Help desk Radio Programme held on the 16th of March 2021. The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna Akajemeli , the Public Awareness Manager, Mrs Henrietta Okokon and Mrs Lucy Zack-Aku were in the studio to discourse service delivery issues. The NC appreciated Ordinary President, Brekete Family, service providers, stakeholders and service takers. Mrs Lucy spoke on how to challenge service failure in MDA’s, she said services are activities that affects another when rendered.
MDA’s are created to deliver services to the citizens and citizens are the life blood of MDA’s and without them, there will be no states or Government, Mrs Lucy said. In service delivery all Citizens are regarded as customers, if a Citizen gets a Government job he/she has automatically become a Civil Servant not a lord and the customers are now the king she added.
As you go higher in service the responsibility increases as servants and in the process you mentor and bring up others that will be in the chain of command to render services because that is what you engaged to do, the NC said. Because of commercial undertone, private sectors have service at its best and there are options if you are not satisfied, but in Government offices you do not have that option that is why SERVICOM is engaging with this various Ministries to do what Government established them for, the NC added.
Mrs Lucy said when MDA’s do not meet up with services rendered, Customers have the right to complain and challenge the service failure immediately at that service window, if he/she do not get satisfied after passing through the Ministerial SERVICOM Unit, he can reach to the SERVICOM office that will now escalate it to that MDA for onward resolution with a time frame attached.
There are benefits of complaints Mrs Lucy said, when this happens the organisation will know there is a problem as complaint is a free consultation for service improvement and this will help the organisation to serve its Customers better.
The Public Awareness Manager give gave the office phone numbers for complainants to contact the office.
Below are emerging issues needing SERVICOM’s attention.
| S/N | COMPLAINANT | ISSUE | REMARKS | RESPONSIBILITY |
| 1. | Group of SURE-P workers. | Non – payment of allowances. | SERVICOM office to follow up. | N.C
HOPs Team D |
| 2. | Amb. Chuckwudi from U.A.E | Nigerian citizens unable to renew their passports | SERVICOM to engage Immigration office. | NC
H.O.Ps Team B |
Henrietta Okokon (Mrs)
Public Awareness Manager.
