SERVICOM ADVOCATES IMPROVEMENTS IN INTERNAL PROCESSES IN NYSC

The National Coordinator/CEO SERVICOM, Mrs. Nnenna Akajemeli has advocated for innovative and proactive improvements in internal processes in the National Youth Service Corps (NYSC) to elevate their status to a five-star citizens service centred delivery organization.

This statement was made when the National Coordinator addressed the NYSC during the SERVICOM Networking Committee meeting tagged ‘’Adopting innovations for Effective and Efficient Service Delivery’’ for Nodal/Focal and Desk officers recently in Abuja.

The SERVICOM Boss while presenting her paper, informed the officers that Corps members who come to take services expect more transparent, accessible, and responsive services from NYSC. Therefore, identifying which service(s) corps members find most problematic and measuring the extent of that dissatisfaction is one way the Scheme can prioritize areas for improvement.

Mrs Akajemeli urged the management to combine feedback from customers with internal data to uncover issues that cause service failures and also carry out stakeholder engagements through customer survey and other feedback channels.

She further explained that, a customer’s journey is the entire experience that a person has when seeking service in an organization, and that the Agency should develop a chart of how citizens experience these journeys, translate improvement opportunities into solutions and improving the journey by simplifying processes, eliminate bottlenecks to enhance service delivery efficiency.

While speaking on steps to improve the customers journey, The National Coordinator emphasized on the process improvement strategies which she said will make the Agency’s operation recognizable and more successful.

In her words, ‘’ By taking the steps listed in this presentation, NYSC can better understand the needs of their stakeholders and translate those needs into targeted, effective service-delivery improvements in order to increase citizen satisfaction’’ She said.

In his introductory address, the Head, Reforms Unit, Mr Abdullahi Yusuf Baba,  said the meeting  in line with SERVICOM mandate is organized annually and  deliberately designed to prepare the Nodal, Focal and Desk Officers as foot soldiers of the Scheme in their various departments, Area offices, States and other NYSC formations Nationwide for the noble task of ensuring effective and efficient service delivery.

In his welcome address, the Director-General National Youth Service Corps (NYSC), Brigadier General Mk Fadah said that, in a bid to ensure world class Service Delivery, the scheme has put mechanisms in place for assessing the impact of our services, through the establishment of the NYSC Radio and Television Stations, toll-free telephone lines, provision of suggestion boxes, as well as meetings with our Nodal, Focal and Desk officers to review commendations, complaints and suggestions.

General Fadah said that, the modest steps taken with other SERVICOM guidelines informed the conferment of Awards on the Director-General and the Nodal Officer in 2021 and that the SERVICOM National office elevated the NYSC to a 4-Star organization.

He further gave his commitment to ensuring continuous improvement through best practices, including training and sensitization of field officers on work ethics, discipline, as well as timely and transparent Service Delivery.

 

 

 

SERVICOM BOSS CALL FOR MORE COMMITMENTS FROM MDA’S FOR SUSTAIND SERVICE DELIVERY IN NIGERIA

The National coordinator/CEO SERVICOM, Mrs Nnenna Akajemeli has called on CEO’s to be more committed to render citizen’s centred and innovative service delivery service wide.

This call was made over the weekend when the National Coordinator inaugurated the SERVICOM CHARTER of the Federal Medical Centre Jabi.

She stated that the inauguration of the charter would mark a critical step in sustaining the Service Delivery Initiative in FMC, Jabi and that the Management should make quality efforts towards entrenching the culture of continuous improvement in delivering quality and timely services to Nigerians.

However, Mrs Akajemeli further highlighted that SERVICOM’s focus is on the quality of contact between service providers and service takers, adding that the primary purpose of Government in the Federal Medical Centre is to improve the quality healthcare services for its citizens through the provision of quality stewardship and healthcare facilities for the Nigerian citizenry.

Mrs Akajemeli added that the SERVICOM unit is the Government’s solution and answer to poor public service delivery nationwide and that it is pertinent that citizens are more aware of their rights and have higher expectations in Service Delivery processes.

She further urged all the staff of FMC Jabi to embrace teamwork, and leverage on cutting edge technology to enhance research, training and innovation in healthcare provision.

In addition, the coordinator stated that the SERVICOM UNIT should focus on collaboration amongst internal departments towards ensuring more citizen-focused service delivery across the country.

In his welcome address the Chief Medical Director professor Saad Aliyu Ahmed said that the Federal Medical Center Jabi is known for her excellence and hard work in delivering services to patients and that the inauguration is coming at a time when the hospital needs more efficiency and effectiveness in  improving and enhancing quality service delivery across board.

He further stated that the hospital needs SERVICOM‘s inputs in getting things done in order to get the hospital to its peak of rendering quality and efficient services as at when due.

In his goodwill message the Board Chairman Dr. Alex Tosan Ideh commended the SERVICOM team and called on them to establish SERVICOM at the sub national level in order to save lives of indigent Nigerians who do not have access to quality healthcare services at the grass roots level.

He pledged management’s commitment to embrace the culture of service excellence, by rendering quality and efficient services in all the service departments of the hospital.

 

SERVICOM CALLS FOR STRONGER SYNERGY WITH MDA’S FOR IMPROVED SERVICE DELIVERY

The National coordinator/CEO SERVICOM, Mrs Nnenna Akajemeli, has called for a stronger synergy with Ministries Departments and Agencies (MDAs) for improved service delivery processes in line with its mandate.

This call was made when Mrs Nnenna Akajemeli paid an advocacy visit to the Chief Executive officer, Nigerian Midstream and Downstream Petroleum Regulatory Authority (NMDPRA) in Abuja during the weekend.

The National Coordinator, Mrs Nnenna Akajemeli said that, the SERVICOM Unit is charged up with the responsibility to raise citizen’s awareness and to deliver quality services to the Nigerian citizens.

In her words she said, ‘’Taking ownership of the process is key to sustaining the SERVICE delivery drive of this administration’’ she noted.

 

She however called for the support of the Authority Chief Executive officer of the NMDPRA to carry out independent survey on customer’s experience to collate feedback for service improvements in the agency.

Nevertheless, the Coordinator added that Management should further provide the SERVICOM Unit with the needed support and resources for service improvement work plan implementation by developing Service Charter in order to capture services of the new merger.

She further explained that the Charter is a strategic document that communicates the commitments of services provided by NMDPRA to its customers and MDA’s operational tool that enshrines trust between Service-providers and Service-takers through their response to complaints and information to key stakeholders.

Furthermore, she urged the management of NMDPRA to strengthen the position of the SERVICOM Unit so as to regulate and monitor midstream and downstream operations all over the country.

She also pointed out that a framework for performance monitoring, self-assessments and surveys should be put in place to identify gaps for service improvements, adding that the SERVICOM Unit would be repositioned to function optimally there by ensuring that all citizens are served right.

In his welcome address, the Authority Chief Executive Officer Nigerian Midstream and Downstream Petroleum Regulatory Authority (NMDPRA), Mr Farouk Ahmed informed the National Coordinator that the business of the Agency cuts across all sectors in their retail outlets and they are sensitive in the manner in which they conduct businesses.

He further informed the National Coordinator that the Agency will harmonize their Service Charter into one, given the fact that the three Agencies where merged to become one, hence they need to change their impression and psyche in other for them to work as a team.

He further gave his commitment to work with the SERVICOM so as to bring ideas in the areas of improvements that would bring sustainable development and economic growth to the nation.

 

 

Henrietta Okokon (Mrs)

Public Awareness Manager

(SERVICOM)

SERVICOM EXTENDS LOVE TO THE VULERABLE

The National Coordinator/CEO SERVICOM, Mrs Nnenna Akajemeli and her Management team have extended love to the vulnerable groups in Nigeria. This gesture was extended when the Coordinator visited the Kuje Correctional Centre and the ANAWIM Home for the poorest of the Poor Rehabilitation Centre at Gwagwalada over the weekend as part of her end of the year activities.

In her remarks, the National Coordinator stated that the visit is precipitated as part of SERVICOM’s corporate social responsibilities to the vulnerable groups and to encourage the inmates to keep faith alive while assuring them that they can become better citizens of Nigeria after now.

 According to her SERVICOM is celebrating and acknowledging in a special way the officers who go extra mile while putting their lives on the line to render efficient and excellent services to the inmates.

However, she further encouraged the officers and the care givers at the orphanage home to keep on the good work also keep the flag flying as they make positive improvement that touches the lives of Nigeria citizens.

Akajemelie reiterated that the Federal Government of Nigeria would be remembered for the number of lives touched through delightsome services rendered through the various service windows across the nation

She assured Nigerians of SERVICOM’s commitments in ensuring citizens centred service delivery while entrenching customers’ satisfaction at all levels.

In their response, the management of the correctional centre and the ANAWIM’s rehabilitation centre commended the SERVICOM presidency for their kind gesture towards the inmates and the children during the Yuletide season.

Henrietta Okokon (Mrs.)

Public Awareness Manager

SERVICOM Customer Service weeek 20201

Standard Operating Procedure Training for SERVICOM Senior Staffs

 

 

standard operating procedure (SOP) is a document that states the step-step instructions complied by an organization to help workers carry out routine operations. SOPs show the steps needed to perform a process in order to ensure consistency in the execution of business activities.

FEDERAL GOVERNMENT CALLS FOR SYNERGY WITH MDA’s IN THE OPEN GOVERNMENT PARTNERSHIP INITIATIVES

The Federal Government of Nigeria has called for synergy in the MDA’s who are part of the c Open Government Partnership Initiatives (OGP) to be more accountable in their drive towards improvement in service delivery process in Nigeria.

This call was made when the National Coordinator/CEO SERVICOM, Mrs Nnenna Akajemeli paid an advocacy visit to the Director General of National Agricultural Seed Council to roll out the next phase of the OGP initiatives in his office within the week.

The National Coordinator said that the OGP presents a platform for co-creation, partnership and collaboration between governments (State Actors), Civil Society Organizations and also the Private Sector (Non State Actors) in achieving its’ developmental process

However she also stressed that, the fundamental objective of Mr President signing into the OGP commitments is to ensure full implementation of the process to fight corruption and ensure accountability, transparency, as well as improved service delivery to Nigerians.

According to her, this falls squarely within the SERVICOM mandate, consequently making the improved service delivery thematic area of commitment 15 and 16 to be included in NAP II with SERVICOM as the lead agency with an implementation period of 2 years, which is 2019 to 2022 respectively

Akajemeli further pointed out some Ministries, Departments and Agencies (MDAs) that would showcase the pilot phase of the OGP initiatives for the improved Service Delivery in the 7th thematic area which the Federal Ministry of Agriculture and Rural Development (FMARD) where included.

Nevertheless, she also called for the role of SERVICOM at the Sub-National (State and Local Government) Level and to enact SERVICOM Bill and also develop SERVICOM Policy In those areas which are Nasarawa, Kastina, Bauchi, Ekiti, Imo, and Delta State.

She added that the way forward of the OGP to accomplish full commitment is a total buy-in by key public sector bureaucrats, high synergy with development Agencies and partners and implementation of the revised Standards in Service Charter by MDAs.

In her  words, ‘’ SERVICOM as a cadre in MDAs will positively give MSUs staff the  Zeal to embrace and drive the initiative effectively, and also the enactment of legislative instrument to back the improved Service Delivery Initiative (ISDI),  as well as massive citizens/customers awareness campaign to demand for quality service delivery’’ she added.

While speaking on the Improved Service Delivery-Commitment 15 and 16 and also the role of MDAs as Pilots, the National Coordinator pointed out some strategies in which the (Federal Department of Agriculture extension services department) and the National Agricultural Seeds Council (NASC) would be  working as critical partners which includes Advocacy for total commitment and buy-in by Permanent-Secretaries, Department Heads and Director-General of the National Agricultural Seeds Council (NASC) and key partners/stakeholders on implementation of improved Service delivery commitment through the pilot projects

The coordinator called on, MDAs/CEOs in collaboration with SERVICOM Office to put systems/mechanisms in place to ensure implementation of service standards within the delivery period of OGP NAPII, and that they should endeavour to spearhead, own and support their staff sensitization for the project and awareness campaign for their service takers.

Akajemeli said that, improving Service Delivery for citizens/customers’ satisfaction, is hinged on implementing the outlined SERVICOM Strategies with MDAs that would foster Openness, Transparency, Accountability and co-creation in Services delivered within the time frame which would in-turn translate to good governance.

In his welcome address the Director General National Agricultural Seed Council (NASC) Dr. Philip Olusegun Ojo, who was represented by Dr. Ishiak Khalid, Director Seed certification and quality control stated that NASC is lucky to be numbered as one of the Agencies to run the process of Open Government Partnership (OGP), initiatives of the Federal Government of Nigeria.

Moreover, he also said that the National Agricultural Seeds Council (NASC) technical department is working assiduously to establish and ensure that Nigerian citizens get yielding seedlings and are not short-aged.

According to him ‘’ it is not our business to delay customers business’’ and he gave the councils full commitment and buy-in to support SERVICOM in the drive to attain improvements in Service delivery  initiatives of Mr President through the OGP process.

 

 

Henrietta Okokon (Mrs)

Public Awareness Manager SERVICOM

THE FEDERAL GOVERNMENT APPLAUDS THE FEDERAL AIRPORTS AUTHOURITY OF NIGERIA

The Federal Government Nigeria has applauded the Federal Airports Authority of Nigeria (FAAN) for receiving Airport Service Quality Awards from the Airports Council International, an industry recognition of the best Airports in the world to Nnamdi Azikiwe Airport by size and region (5 to 15 million passengers per year in Africa)  amongst over three Hundred Airports worldwide.

The National Coordinator further commended the Federal Airports Authority of Nigeria (FAAN) in her efforts to ensure efficient services that would prolong very strong and friendly customer service experiences across all the airports.

She stated that, this award is coming in timely in line, with the comments given to SERVICOM as a lead Agency for improved service delivery initiatives through the platform of Open Government Partnership (OGP).

This commendation was made when the National Coordinator/CEO SERVICOM, Mrs Nnenna Akajemeli paid an Open Government Partnership (OGP) advocacy visit to the Federal Airports Authority of Nigeria (FAAN), in Abuja.

The National Coordinator said that the Open Government Partnership (OGP) is a global coalition of reformers from government and civil society who diligently work together to make government more transparent, participatory and accountable in other to truly serve and empower citizens.

According to her, this falls squarely within the SERVICOM mandate, consequently making the improved service delivery thematic area of commitment 15 and 16 to be included in NAPII with SERVICOM as the lead Agency, meanwhile the fundamental objective of Mr. President signing into the OGP commitments is to ensure full implementation of the process to fight corruption, ensure accountability as wells as providing improved service delivery to all Nigerians.

Mrs Nnenna further stated that, due to the centrality and importance of the Federal Airports Authority’s services to the citizens, the president has approved that the organization should constitute the first of the pilot project on the delivery on NAP II Commitment 15 and 16.

Furthermore, while speaking on the importance of the FAAN services to the citizens, Mrs. Nnenna Akajemeli told the Managing Director that SERVICOM has selected some service windows to work with, in which she made mention of the Ministry of Aviation (Air Transport Management Department)

The Federal Airports Authority (FAAN) with Directorates/Departments such as: Directorate of Airport Operations, Department of legal Services/Board Secretariat, Environmental Services Department, Revenue/Cargo Directorate, Directorate of Aviation Security, SERVICOM Department, Information and communication Technology Department, Airport Planning and Technical Service Department and the Directorate of finance and Accounts.

 

She added that, SERVICOM would implement strategies while working as partners with FAAN in order for them to identify and nominate transformers/champions of reformers that would ensure service standards performance implementation, monitoring and reporting with terms of reference.

Akajemeli further stated that, the committee members for these implementation are representatives from the Ministry of Aviation (Air Transport Management), the FAAN selected Directorates/Departments, and the six selected Airports which amongst them include the Murtala Mohammed International Airport, Lagos.

However, the Coordinator urged Chief Executive Officers of Ministry Departments and Agencies to support technical team conducting service charter performance monitoring activities (Internal data gathering and analysis) and also carry out Bi-weekly review meetings with performance Monitoring and Reporting Teams with SERVICOM to review progress and validate improvements made.

In her words, ‘’SERVICOM would be working with developmental Partners such as the DFID, PERL and others, for technical and financial support of the pilot project’’ she stated.

Nevertheless, Mrs. Nnenna also made reference to the Role of Non-State Actors/CSO, in which she stressed out that their main function is to seek regular information gathering on government activities and operations, attend public hearings (SERVICOM Bill), conduct citizen’s satisfaction surveys and provide feedbacks on service delivery from public institutions.

Mrs. Akajemeli spoke on the next steps which is to receive reports from SERVICOM on the outcome of the meetings, compose service improvement Reform Champions/ Technical Team (MSU and relevant Technical Departments), she also said ‘’ SERVICOM Office will invite the Reform Champions Technical Team for a Service Charter Development/Review Workshop and Articulate plans for driving service improvement further’’ she added.

The National Coordinator said that Improving Service Delivery for citizens’ satisfaction is hinged on implementing the outlined SERVICOM strategies with the MDAs as the wheels to derive continuous citizens focused service improvement, and this would foster Openness, inclusiveness and Co-creation in services delivered by MDAs that would translate to good governance.

In his welcome address, the Managing Director, Chief Executive Officer of the Federal Airports Authority of Nigeria, Captain Rabiu Hamisu Yadudu, Stated that FAAN is a Service Delivery Agency where services are rendered to customers effectively.

He further stated that, the visit would strengthen more collaboration and boost a robust working relationship with SERVICOM, to promote improved services to the Nigerian citizens. In his words ‘’ when you hear from stakeholders you will not hear from social media platforms’’ he stated.

Moreover, he pledged his commitment and support to the Open Government Partnership (OGP) initiatives of this administration.

 

 

 

Public Awareness Manager

Henrietta Okokon  (Mrs.)

 

In House Service Charter Design and Development Train – The -Trainer Workshop

This is In line with our mandate to build skills of public servants to deliver excellent service.