SERVICOM COMMENDS NIMASA ON SERVICE CHARTER LAUNCH

The National Coordinator/ CEO SERVICOM Presidency, Mrs. Nnenna Akajemeli has commended the efforts of Management and Staff of the Nigerian Maritime Administration and Safety Agency (NIMASA) for launching / presenting her Service Charter the Nigerian Public.

This commendation came on the heels of the Service Charter launch of the Nigerian Maritime Administration and Safety Agency (NIMASA)recently.

While delivering her paper presentation the Coordinator said, “this is a significant step towards service improvements in the Agency” adding that the implementation of the Service Charter would determine how well NIMASA is positioned to really improve on the services provided to citizens and customers who are their clients.

According to her a service charter is a short publication that describes the service experience that can be expected from an organization, it is a document seen as a covenant or promissory note made to stakeholders by an organization about the standards they should expect to receive.

This document she said, would serve as an operational and performance enhancement tool that enshrines the trust between service providers and service takers. And must contain realistic and measurable standards of the Agency.

She further highlighted on the benefits of a service charter as an indication of NIMASA’s highest level of commitment that would promote fairness and treatment and dignified service to their teeming stakeholders.

The Service Charter she said communicates entitlements and raises expectations among customers and staff and would also enable progress to be measured and guide the activities of service provision and delivery of the Agency.

She reiterated, on the importance of implementing the service charter as this would put the entire NIMASA Management and Staff of adherence to the standards as stipulated on the Charter.

The SERVICOM Office believes that if service standards stated in the Charter are implemented, monitored and performance is reported, NIMASA would be repositioned to function optimally thereby ensuring that all customers are served right.

Achieving excellent service in NIMASA can only be enhanced through pro- active planning and focusing on ways of improving the quality of what we can do at every at every level within and outside the Agency, she added.

In his welcome address, the Director General/ CEO Nigerian Maritime Administration and Safety Agency (NIMASA) Dr. Bashir Jamoh OFR, said if we want to be great then we have to be ready to serve Nigerians.

And for us to serve we must have a Service Charter as an operating framework to serve the public effectively. She enjoined the entire Management and Staff to look into the Service Charter and Make meaningful implementation to serve the nation as whole.

Hence the need to ensure we add value to our ways of thinking and redefining the type of service we have to deliver to Nigerians. One of the ways to redefine service, he said is to align with the Renewed Hope Agenda of Mr. President, by rendering services that showcases accountability, professionalism, team work dedication and innovation, that would take the Centre stage to overcome the grievances of the Nigerian citizens.

He stressed his commitment in ensuring that NIMASA abides by the rules of engagement with the public through the Service Charter,

 

Henrietta Okokon

Public Awareness Manager

SERVICOM Presidency

7/2/24

 

 

SERVICOM BOSS ADVOCATES FOR INCREASED CUSTOMER SERVICE POSITIONING IN MDAs SERVICE WIDE.

The National Coordinator/ CEO SERVICOM, Mrs. Nnenna Akajemeli has called for proper positioning of the customer service windows across the Zonal and States in MDAs that have zonal and States Offices across Nigeria in order to serve Nigerian Citizens right.

This call was made when the National Coordinator paid an advocacy visit to the Registrar / CEO of the Environmental Health Officers Registration Council of Nigeria (ECHON)recently.

In her briefing to the Registrar /CEO, Mrs. Akajemeli stated that for ECHON,” achieving quality service delivery is no longer a choice, the lives of citizens must be touched through ECHON services, such as registration of environmental health workers, environmental health technicians and health assistants”, she said

For ECHON to achieve such a strategic method must be deployed to deliver excellent service to citizens by going the extra mile to resolve complaints promptly.

Mrs.  Akajemeli commended the efforts of ECHON’s Management for leading service improvement in the Council and urged them to further support the SERVICOM Unit with needed funding and resources’ that would enhance Service Improvement and work plan implementation and to effectively carry out monitoring and assessment of service delivery activities in Zonal and State Offices.

She emphasized on the need for the Council to inaugurate her Parastatal SERVICOM Unit at the headquarters and also nominate Focal Officers in the Zonal / States Offices of the Council that would need to be trained and retrained to strengthened the capacity of the SERVICOM Unit and desk Officers to carry out its functions in line with the Councils Mandate.

According to the Coordinator continuous training and retraining of staff on all aspects of service delivery would equip them with requisite knowledge, skills and attitudes that would ensure sustained service improvement in the Council.

She pointed out the need to develop a framework to monitor performance against set standards stated in ECHON service charter, and to also conduct regular self-assessments and surveys to both the internal and external stakeholders on effectiveness of services you provide to citizens as key factor to improving performance.

The Coordinator reiterated that for ECHON to move forward there is a need for   implementation/ monitoring of standards in service charter that ought to be fully effected in order to ensure citizen- focused service delivery.

Furthermore, ECHON SERVICOM Committee should be activated and made to meet periodically to discuss service delivery issues and share experiences on how to improve services, local Parastatal SERVICOM Committee with membership from all Departments and Units should meet at least once a month while the Global Parastatals SERVICOM Committee with membership from Zonal / State Office should meet on quarterly basis.

ECHON she equally said, should adopt wider and far reaching information dissemination strategies   to ensure all customer groups are reached this may entail using community level approach, churches / mosques.

Earlier in his welcome remarks the Registrar/CEO Environmental Health Council of Nigeria, Dr. Yakubu Mohammed Baba, assured the SERVICOM Boss of the renewed vigor the Council is bringing to bear, by optimizing and digitization of the systems to ease the registration process for Nigerians as well, as put in place training faculties that would rebuild and rebrand their services to the Nigerian citizen.

He  further disclosed that, when  ECHON is rebranded the faculties benchmark would be upgraded to a higher National Public environmental sector with key focus on practitioners  that are skill based and professional in nature  to ensure efficient service delivery in Nigeria.

 

 

Henrietta Okokon

Public Awareness Manager/Head Press

SERVICOM Presidency

16/2/24

SERVICOM BOSS ADVOCATES FOR PERFORMANCE IMPROVEMENTS CULTURE IN MDAs SERVICE WIDE.

The National Coordinator / CEO SERVICOM, Mrs. Nnenna Akajemeli has advocated for performance improvements culture and citizen- centered service delivery in MDAs that would promote transparency and accountability in MDAs service wide. 

This advocacy was made when the SERV ICOM Office recently hosted Nodal/ Focal Officers from various Ministerial SERVICOM Units (MSUs) under her purview to her third quarter breakfast meeting to showcase and present their third quarter Compliance reports in line with their yearly work plan in line with SERVICOM’s reporting templates and set standards.

In her opening remarks the National Coordinator appreciated all the Nodal / Focal Officers present and encouraged them to develop a culture of continuous performance improvements in their service windows across board.

According to her the task ahead is to give paper presentations that would be scored based on progress reports of their work plan, charter performance, complaints resolutions, customer surveys and professionalism as stipulated on the reporting templates.

At the end of the meeting the coordinator observed that some MDAs need to proactively come up with new innovations and initiatives that would enhance improved service performances in MDAs and make them stand out in their various in their various service delivery windows.

She further advised them to identify gaps, engage more with their stakeholders and develop tools and instruments such as questionnaires that can be used to gather information /feedbacks by service takers that would help in improving services.

 She said “by these engagements citizens’ lives would be touched through various communication channels   would in turn   showcase their brands, services and products to all their service takers.”

The Coordinator encouraged MDAs to work out modalities and strategies that are best suitable for them to deliver efficient and effective services in a fairly, timely transparently and accountably to Nigerians. 

She tasked all Nodal / Focal Officers from various MDAs serve as the eye and the ears of Management and Stakeholders and also lead by example by exhibiting virtues of honesty, fairness timeliness and hard work in the course of delivering services to their various customers.

Mrs. Akajemeli, stated that Service delivery is the Customer Service arm of the Government hence the need for all Nodal Officers to that customers’ satisfaction is paramount wherever services are rendered to service- takers who are the customers.

She informed the Officers that at the end of the breakfast meeting reports and the scores would be sent to the various CEO ‘s of the various MDAs as Scorecards to keep them abreast of the activities and drive of the SERVICOM Units.

The Coordinator reiterated that the purpose of this administration is to create Customer satisfaction through the quality of services rendered to all Nigerians and that all hands must be on deck to achieve this mantra. Hence the need for the Nodal officers to effectively utilize and harness these opportunities given.

 

Henrietta Okokon

Public Awareness Manager 

SERVICOM Presidency 

 

SERVICOM COMMENDS THE NIGERIAN PETROLEUM REGULATORY COMMISSION AT HER SERVICE CHARTER LAUNCH

The National Coordinator/ CEO SERVICOM, Mrs. Nnenna Akajemeli, has commended the efforts of the Nigerian Petroleum Regulatory Commission (NUPRC) as the agency has automated its service Charter to the Nigerian citizens.

This commendation was made, during the Service Charter Launch of the Commission today Tuesday 20thNovember, 2023. 

In her keynote address the National Coordinator said that the official launch of NUPRC’s Service Charter marks a significant step towards service improvement in the Commission.

She however, noted that it is the implementation of the Service Charter that would determine how well the Commission is positioned to improve on the services provided to its customers.

Mrs.  Akajemeli stated that the Service Charter is short publication that describes the service experience that can be expected from an organization. It serves as an operational and performance enhancement tool that enshrines the trust between service providers and service takers. 

She explained that the Service Charter contains realistic and measurable standards such as key services and standards of the Commission.

She further stated that government delivers effective services when there is accountability between citizens and their leaders which is a multidimensional chain of relationship that links policy makers , service providers and customers.

For SERVICOM,  she said its measure of excellence lies in MDAs delivering customer focused services- the Service Charter is the operational tool to drive performance improvements.

The SERVICOM Office she said believes that if the service standards stated in the Charter are implemented, monitored and performance is reported, the Commission would be repositioned to function optimally thereby ensuring that all customers are served right.

She advised the Commission that achieving excellence service in NUPRC can only be enhanced through proactive planning and focusing on ways of improving the quality of what we do at every level within the Commission.

In his welcome address the Commissions Chief Executive, Nigerian Upstream Regulatory Commission, Engineer Gbenga Komolafe, said that excellent service exalts a nation and her productivity and that the launch of this Service Charter is a milestone for the oil and gas industry as this would entrench the culture of service excellence in NUPRC.

He further stated that the Service Charter would stimulate mechanisms that are   accountable, enterprising, professional, and transparent to the citizens.

 “We would not only meet the expectations of our teeming customers but we would exceed the expectations through our exceptional services rendered to the Nigerian citizens” he added.

 

Henrietta Okokon

Public Awareness Manager

SERVICOM Presidency

20/11/23

SERVICOM BOSS ADVOCATES FOR PERFORMANCE IMPROVEMENTS CULTURE IN MDAs SERVICE WIDE.

SERVICOM BOSS ADVOCATES FOR PERFORMANCE IMPROVEMENTS CULTURE IN MDAs SERVICE WIDE.

The National Coordinator / CEO SERVICOM, Mrs. Nnenna Akajemeli has advocated for performance improvements culture and citizen- centered service delivery in MDAs that would promote transparency and accountability in MDAs service wide.

This advocacy was made when the SERV ICOM Office recently hosted Nodal/ Focal Officers from various Ministerial SERVICOM Units (MSUs) under her purview to her third quarter breakfast meeting to showcase and present their third quarter Compliance reports in line with their yearly work plan in line with SERVICOM’s reporting templates and set standards.

In her opening remarks the National Coordinator appreciated all the Nodal / Focal Officers present and encouraged them to develop a culture of continuous performance improvements in their service windows across board.

According to her the task ahead is to give paper presentations that would be scored based on progress reports of their work plan, charter performance, complaints resolutions, customer surveys and professionalism as stipulated on the reporting templates.

At the end of the meeting the coordinator observed that some MDAs need to proactively come up with new innovations and initiatives that would enhance improved service performances in MDAs and make them stand out in their various in their various service delivery windows.

She further advised them to identify gaps, engage more with their stakeholders and develop tools and instruments such as questionnaires that can be used to gather information /feedbacks by service takers that would help in improving services.

She said “by these engagements citizens’ lives would be touched through various communication channels   would in turn   showcase their brands, services and products to all their service takers.”

The Coordinator encouraged MDAs to work out modalities and strategies that are best suitable for them to deliver efficient and effective services in a fairly, timely transparently and accountably to Nigerians.

She tasked all Nodal / Focal Officers from various MDAs serve as the eye and the ears of Management and Stakeholders and also lead by example by exhibiting virtues of honesty, fairness timeliness and hard work in the course of delivering services to their various customers.

Mrs. Akajemeli, stated that Service delivery is the Customer Service arm of the Government hence the need for all Nodal Officers to that customers’ satisfaction is paramount wherever services are rendered to service- takers who are the customers.

She informed the Officers that at the end of the breakfast meeting reports and the scores would be sent to the various CEO ‘s of the various MDAs as Scorecards to keep them abreast of the activities and drive of the SERVICOM Units.

The Coordinator reiterated that the purpose of this administration is to create Customer satisfaction through the quality of services rendered to all Nigerians and that all hands must be on deck to achieve this mantra. Hence the need for the Nodal officers to effectively utilize and harness these opportunities given.

 

Henrietta Okokon

Public Awareness Manager

SERVICOM Presidency

 

Photos from the recently concluded SERVICOM breakfast meeting with Ministries, Departments, and Agencies (Phase three)

SERVICOM CALLS  FOR GOOD GOVERNANCE AND EFFECTIVE SERVICE DELIVERY IN THE PUBLICSECTOR

The National Coordinator/ CEO SERVICOM, Mrs Nnenna Akajemeli, has called on leaders and Public Servants to imbibe the principles of good governance and uphold Public institutions to deliver services that are tailored towards meeting the needs of the citizens.
The National Coordinator made this call during a week long conference in Calabar with the theme” Enhancing Leadership Capacity for high performing Public Sector.
In her openings remarks, Mrs Akajemeli stated that the Conference was organised through the collaborative efforts of the House Committee on Governmental Affairs and the SERVICOM OFFICE with the overall aim ,to bring together stakeholders to stimulate national dicourse on the state of public service delivery in the country.
According to her, part of the  thrust of the Conference is to emphasis on the need to mobilise Leadership support and Commitment towards achieving sustainable improvements in the culture and quality Service delivery in the public sector.
She further stated that stakeholders  have converged to share knowledge and experiences on emerging issues and identity gaps as well as proffer solutions for improvements in the sector.
At the end of this Conference she said, participants are expected to understand service delivery dynamics and embrace changes.
As well as, understand Leadership qualities, ethics, accountability and link up to process and turn diverse resources and other input into goods and services.
She added that stakeholders would take up opportunities offered by better performance management, financial management, better information technology systems, thus improving customer and citizens satisfaction while deploying scarce resources optimally.
In his good will message, the Chairman House Committee on Governmental Affairs, Honourable Akin Alabi, represented by  the Clerk of the Committee, Mr Aiwila Kehinde, said that Nigerians would only realise its full potentials if citizens recieve prompt  and efficient services from the state for their needs and rights to enjoy social and economic advancement.
 He added that the future of our country is the responsibility of the National Assembly, hence the heritage of every citizen,is  to  be provided with basic services in a timely, fair, honest , effective and transparent manner.
Henrietta Okokon (Mrs)
Public Awareness Manager SERVICOM PRESIDENCY
25/8/22

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.