Episode 89 of the SERVICOM help desk Radio programme held on the 17th September 2019. The National Coordinator /Chief Executive Officer of SERVICOM, Mrs Nnenna Akajemeli appreciated those rendering service as well as the Ordinary President and the entire Brekete family. She noted that Ministries, Departments and Agencies were set up to serve the people hence their importance to Government.
She said discussion for the day would be centred on service improvement Plan in MDAs and would be handled by SERVICOM Public Awareness Manager, Ms. Patience Musa.
The Public Awareness Manager in her presentation reiterated that citizens are important to Government hence the establishment of MDA’s through which services can be accessed. “If we don’t go to take services, government will not get revenue, the essence of governance is to provide services to citizens and that is why customers are very important to us in SERVICOM Office”, she said.
According to her “every citizen is a customer to governments, though some establishments refer to them as stakeholders and service takers, we refer to customers as Kings in SERVICOM and that is we emphasize on Service Improvement for those driving the Service delivery initiative in MDAs so that customers are better served”.
“Service improvement plan begins by knowing the need of the customers through consultation with them then an assessment of how services are rendered to identify service delivery gaps. We are mandated by government to look into how this is done by carrying out evaluations on how MDA’s provide services to customers through interviews, environmental assessment, sensitivity to customers reception needs”.
She explained that after assessment of MDAs, SERVICOM comes up with recommendations for service improvement based on identified gaps, adding that while some recommendations need immediate quick fixes, others would require medium-term and long-term improvement plan which would take longer time to implement.
The Awareness Manager further explained that “the SERVICOM Units (MSUs) in MDAs initiate and carry out some of these plans and that is why the Office is currently training Nodal and Focal officers in some MDAs and it is expected that these MSUs will come up with their service improvement team with an accountability system.”
She enjoined MDAs to continue to engage well with their key customer groups, follow up on their complaints redressal mechanism and celebrate staff that excel in service delivery.