Episode 78 of the SERVICOM Help Desk Radio programme held on the 16th July 2019, The National Coordinator /Chief Executive of SERVICOM, Mrs Nnenna Akajemeli, appreciated the Ordinary President and the Brekete family.
She equally appreciated Ministries, Departments and Agencies (MDAs) for their efforts at improving service saying “Service Delivery in Nigeria is work in progress, we have not reached where we are going to but we are making progress and for that reason, we want to talk about the importance of information in service delivery process”.
The Public Awareness Manager, Ms. Patience Musa who gave updates on some complaint received by the SERVICOM office, appreciated those sending complaints to SERVICOM office saying, “You are helping us to work harder by keeping us on our toes to see that complaints received are resolved by the MDAs”.
She said Information was one of the key drivers of service delivery as it helps to minimise service failure and allows service takers to be well informed of the processes of seeking services well ahead of time.
She noted that lack of proper information was one of the factors responsible for the experience of service failure by passengers of Dana Air, who had called SERVICOM to express their grievances.
According to her, “lots of people called the SERVICOM office to complain about flight cancellation by Dana Air and we contacted the Nodal officer of the Nigerian Civil Aviation Authority (NCAA) who said investigation was being carried out on the matter though Dana Airline has publically apologised and offered to give compensation to those affected”.
SERVICOM Public Awareness Manager enjoined MDAs to ensure that they use different medium to keep their service takers informed about their services, adding that the Service charters were also information tools.
A complainant Mr. Andrew C Nkpadobi. of was in the studio to make a case over refusal of Management Board of the National Institute for Culture and Orientation (NICO) to reinstate him after undue dismissal inspite of directive for his reinstatement by former Minister of Information Mr. Lai Mohammed. This case was referred to SERVICOM National Coordinator and the Liaison to the Vice President for immediate intervention.