HIGHLIGHT OF EPISODE 6 OF SERVICOM HELP DESK RADIO PROGRAMME
A SERVICOM Team lead, Mrs Ijeoma Ugochukwu led the discussion for the 6th episode of SERVICOM Help Desk Radio Programme which held on the April 9th 2018 where she gave an overview of the SERVICOM Compliance Evaluation, an assessment exercise carried out by the SERVICOM office
She noted that one of the mandates of SERVICOM Office was to carry out SERVICOM compliance evaluation in MDAs to access their level of service delivery and the satisfaction level of customer to their services.
Mrs Ugochukwu explained that the SERVICOM Compliance Evaluation was based on the SERVICOM Index which is the instrument approved by the Federal Government for measuring the quality of service delivered by Ministries, Departments and Agencies (MDAs) of Government. Services are evaluated and weighted against the drivers of customer satisfaction namely, Service Delivery; Timeliness; Information; Professionalism and Staff attitude.
She explained further that to successfully meet the objectives of this exercise, evaluators carry out their assessment from the view point of service takers, to know if MDAs actually deliver services according to stated standards in their Service Charters.
According to her, “Mystery Shopping” is a strategy by SERVICOM to know the actualities on ground as evaluators visit a service window a day to the actual evaluation to see undercover, how services are rendered in particular service window.
She after an anysis of the evaluaton MDAs are scored and ranked adding that SERVICOM ranking include
According to Mrs Ugochuku the main concern of SERVICOM is not the in the award of scores to MDAs after the evaluation exercise but in the identification of service delivery gaps for immediate service improvement plans and implementation, so that citizens and customers are better served.
The National Coordinator Mrs Nnenna Ajakemeli enjoined Chief Executives of MDAs to ensure implementation of the recommendations that are contained in the SERVICOM Compliance evaluation reports presented to Management.
She reiterated the commitment of SERVICOM in ensuring that public officers truly serve the people in a timely, effective, honest and transparent manner and advised service takers to always challenge service failure when they encounter it in any MDA.