The National Coordinator and Chief Executive Officer SERVICOM, Mrs Nnenna Akajemeli has said that capacity development training is key to fostering improvements in service delivery processes in MDAs.
This disclosure was made when she flagged- off a week long capacity growth development training on horsemanship in service delivery organized by SERVICOM for the Nodal / Focal Officers from various Ministries Departments and Agencies (MDAs), during the weekend in Owerri , Imo State.
Mrs Akajemeli stated that the training was put in place to bring about a commitment that would leave a lasting positive attitudinal change for every participant that would culminate into improvements in service delivery processes in MDAs.
According to the Coordinator, as part of SERVICOM‘s mandate the programme would arm officers to gain mastery of people and situations in order for them to act professionally despite the negative attitudes of customers in the post Covid 19 era.
She said that the programme was designed to help service providers have a better understanding of the services they are to render and communicate same through their service charters for quality service delivery experience for the citizens.
The Coordinator further stated that the training is in line with SERVICOM’s mandate, which is to build skills of public servants in order to deliver excellent services by promoting best practice in service delivery.
Akajemeli also said that the expected outcome of the training workshop was to strengthen the SERVICOM foot soldiers on how to close Service delivery gaps and failures and implement service improvement measures that would enhance quality services in all MDAs.
Mr Ambrose Okpalake the training Consultant with Ascellon International Training Consultancy Firm in his remarks said that, the training programme would give ownership , understanding and situation management skills to participants on service delivery with relation to its environments ( MDA) as they differ in responsibility to the Nigerian citizens.
He further stated that the horsemanship programme would also equip participants with mastery and requisite knowledge for quality service delivery implementation, its measure and growth especially in the post Covid – 19 era.
The National Coordinator/CEO SERVICOM, Mrs. Nnenna Akajemeli has said that inclusivity is key towards improvements in service delivery processes in Nigeria.
She disclosed this during the Celebration of 2020 Customer Service Week held yesterday in Abuja with the theme “Dream Team”. The theme she said, highlights the importance of team spirit in the drive for improvements in service delivery initiatives which is part of SERVICOM’s mandate.
In her remarks, The National Coordinator emphasized on the importance of working as a team, adding that “team work conquers it all” and “a journey of a thousand miles she said, begins with a step”. SERVICOM is here to ensure that Nigerian citizens receive proper and quality services whenever the need arises, she added.
Akajemeli said that Customer Service Week is observed World- Wide in every first week of October to celebrate outstanding service givers who worked hard to give customers quality service delivery at the various service windows and the service takers who give feedback to enhance improvement processes.
The National Coordinator said that the Customer Service Week is also the perfect time for teams to boost the morale, motivate service takers and reward frontline service givers in MDA’s for the services rendered to customers excellently well.
Mrs. Akajemeli pointed out that a service focused dream team acts as one, believes in each other, shares the workload, embraces a common vision and above all is committed to excellence at all times.
The National Coordinator used the medium to appreciate the Secretary to the Government of the Federation, Barr. Boss Mustapha, and the Presidential Task Force (PTF) on Covid-19 and all other front liners such as our medical personnel ,the Nigerian Army, the police, the para –military, journalists, and the our Nodal Officers in all MDAs and all Nigerians for their resilience in the fight against this dreaded pandemic.
Akajemeli further thanked these noble Nigerians for their outstanding role and services rendered to the Nigerian citizens during the Covid- 19 lockdown and their ability to contain the covid -19 pandemic as well as the issuance of guidelines to Nigerians to ensure that the infection rate is being managed to the barest minimum.
The Federal Government of Nigeria has called on CEO’s to take full ownership of service delivery processes in their MDA’s in order to drive the Open Government Partnership ( OGP) initiatives successfully in Nigeria.
This call was made when the National Coordinator/ CEO SERVICOM, Mrs Nnenna Akajemeli paid an advocacy visit to the Managing Director/ CEO Federal Housing Authority (FHA), in Abuja.
Mrs Akamejeli in her presentation stated that CEO’s are the ones to own the will to drive the improvements in the service delivery processes in Nigeria.
She said that OGP is a global coalition of reformers from the government and the civil society, working together to make government more transparent, participatory and accountable, to truly serve and empower Nigerian citizens.
According to her, OGP initiative presents a platform for co-creation, partnership and collaboration between governments (State Actors) and Civil Society organizations and the Private Sector (Non- state Actors) in achieving the OGP developmental process.
The Coordinator while addressing the management of FHA, said that during the process of OGP initiatives, SERVICOM would harvest a lot of feedbacks through mystery shopping to determine and evaluate the quality and standards of services rendered to Nigerians by the Agency.
She further stated that SERVICOM is a critical Partner to FHA in ensuring improvements in service delivery processes by showcasing them to Nigerians through the various service delivery windows to citizens.
In his welcome address, the Managing Director Federal Housing Authority (FHA), Senator Gbenga Ashafa, said that his organisation is fully committed to the new order in terms of improved service delivery processes in Nigeria.
He further stated that SERVICOM’s visit is a clarion call to do the needful through value chain development in the housing sector for the development of our nation Nigeria.
The Federal government of Nigeria has said that the Open Government Partnership initiative will be of immense benefit to Nigerians.
This disclosure was made when the National Coordinator/ CEO SERVICOM, Mrs Nnenna Akajemeli paid an advocacy visit to the Nigerian Ports Authority ( NPA) headquarters Lagos during the week.
While delivering her paper presentation to the management and staff of the Authority, Akajemeli stated that the Open Government Partnership initiative is a global coalition of reformers from the government and Civil Society towards making governance more transparent, participatory and accountable to Nigerians.
Akajemeli said that the initiative has presented a platform for co- creation, partnership and collaboration between the government ( State Actors), Civil society and the private sector ( Non state actors) that will bring immense developmental benefits to the Nation.
According to her Open Government Partnership will bring improvements in service delivery processes that will generate the revenue base for the citizens in the country when delightsome services are rendered.
The Coordinator further stated that with full commitment total buy-in by key public sector bureaucrats there will be development, reviews and implementation of service standards at service windows that will help the initiative to fall in line with our national guidelines.
SERVICOM, she said has strategized to work closely with MDA’s through their service Charters that will drive continuous citizens focused service Improvements in Nigeria.
She reiterated government’s commitment to the initiative that will foster, openness, transparency, accountability, Inclusiveness and co- creation in services delivered by the MDA’s that will translate to good governance.
In his welcome remarks, the Managing Director/ CEO Nigerian Ports Authority ( NPA) Hajia Hadiza Bala Usman represented by the Executive director Marine and operation, Honourable Onari Brown stated that NPA as an organisation is working in line with SERVICOM’ s guidelines through the pragmatic leadership of its Management.
He further stated that NPA is committed to the OGP initiative of the Federal Government of Nigeria and is willing to work in synergy with the SERVICOM office to drive the process that will culminate into citizens participation at all levels in the country.
The National Coordinator/ CEO SERVICOM, Mrs Nnenna Akajemeli, has said that the Open Government Partnership (OGP) , will attract foreign investors when Nigeria adopts the drive towards service improvement initiatives in MDA’s.
Akajemeli made this disclosure when she paid an advocacy visit to the Nigerian Maritime Administration and Safety Agency ( NIMASA) headquarters in Lagos during the week.
According to her, MDA’s must identify the processes that needs to be enhanced and justify these improvements with a buy –in from the CEO’s that will drive service improvements in Nigeria with a value –chain addition and foreign donors investments that will encourage stakeholders in the sector.
‘’We would have institutionalized drive of this initiative that is participatory to the Nigerian citizen she added’’.
The National Coordinator stated that as part of SERVICOM’s mandate, we are working with your Office to display the delightsome service improvement windows to Nigerians.
Mrs Akajemeli further said that SERVICOM is engaging with NIMASA by monitoring and evaluating the framework of their service charter and that the reviewed implementation processes would be made public to Nigerians.
‘’It’s time to tell Nigerian citizens what government is doing, as they at times don’t to know about some services rendered from the MDA’ s,’’ she said.
In his welcome remarks, the Director General/ CEO, Dr Bashir Yusuf Jamoh, said that NIMASA has been receiving many guidelines from SERVICOM that has paid off for them in their service delivery processes.
He further assured SERVICOM of NIMASA’s commitment to the OGP initiatives signed into by President Muhammadu Buhari in his drive towards citizen focused and improved service delivery that would enhance her mandate for the common good of the Nigerian citizen
He also called on the staff of NIMASA to be committed and alert to deliver efficient and timely services that would be of immense benefit to Nigerians.
The National Coordinator SERVICOM, Mrs Nnenna Akajemeli has disclosed that the Federal Government of Nigeria is set to have service delivery officers nationwide to institutionalise service delivery processes in Nigeria.
This disclosure was made when she went on an advocacy visit to the Federal Roads Maintenance Agency (FERMA) in Abuja.
Akajemeli stated that, as part of the Open Partnership Government (OGP), the Federal Government of Nigeria through the commitment of President Muhammudu Buhari has keyed into this process to ensure that the initiative is adapted and implemented for improvements in service standards as contained in commitments 15 and 16 of the National Action Plan (NAP 11).
She called on the Agency to identify and nominate transformers and champions of reforms in key technical service departments that will ensure that service standards performance implementation, monitoring and reporting carry terms of reference.
The coordinator, called on CEO’s of MDA’s to support their teams through technical session’s briefs, workshops and meetings to ascertain the level of performance monitoring and reporting mechanisms of their team.
She stated that, as a response to the global policy of reformers, SERVICOM would be partnering with 7 MDA’s and 7 states to drive the process of reformation at the states level that would make governance, more transparent, accountable and efficient to the people.
Mrs Akajemeli further stated that improving service delivery for citizen’s satisfaction in MDA’s will foster openness , transparency , accountability, inclusiveness and co- creation in services rendered will translate to good governance.
In his welcome address, the Managing Director/ CEO Federal Roads Maintenance Agency (FERMA), Engr. Nurudeen A. Rafindadi, FNSE said that the advocacy visit would afford the Agency the opportunity to be enlightened on Mr President’s commitment and implementation of the OGP initiatives.
He further assured the National Coordinator of FERMA’s full commitment of keeping in line with the National Action plan (NAP 11) of the OGP improvements processes in Nigeria.
Henrietta Okokon (Mrs)
Public Awareness Manager (SERVICOM)
The Federal government of Nigeria has set up pilot service delivery initiatives at the state level across the seven states of the Federation.
This disclosure was made when the National Coordinator / CEO SEVICOM paid an advocacy visit to the Nassarawa State Governor, His Excellency Engineer Abdullahi Sule, in Lafia.
Mrs Akajemeli stated that President Muhammadu Buhari is committed to open governance as his administration had signed a compact with Nigerians at the London Anti-corruption summit 2016, with the aim to stem the tide of corruption and enhance citizens- centred participation in governance that will foster an open transparent system of government and public service delivery.
According to her, SERVICOM is to develop modalities for effective implementation of SERVICOM Units at the state level by ensuring that the State government appoints a lead person called Focal Officers, who will take charge of the SERVICOM Offices in these 7 pilot states to drive the process.
She further stated that services rendered at the state level will be rolled over to the local government areas across Nigeria, where there will be an establishment of SERVICOM Units that will bridge gaps and create government connectedness to the citizens.
Akajemeli reiterated governments’ readiness to train the Focal Officers through the process in MDA’s at the state’s Offices for citizens to have quality service delivery that is fair, timely, honest and accountable by working towards improved service delivery.
’ It is a new thinking of the government, that will drive sustained improvement of efficient service delivery in the states, she said’’.
The Coordinator further said, that, all the sectors will have their service charters as guidelines which in- turn will make service givers accountable at all times for services rendered to Nigerians across the federation.
In his welcome remarks the Executive Governor of Nassarawa State, Engineer Abdullahi Sule, said he was delighted to have his State as the first Pilot State adopted by SERVICOM to kick start the process of Open Government Partnership in Nigeria.
He pledged the support of his administration to collaborate with SERVICOM by ensuring the smooth implementation of this laudable initiative of the Federal Government of Nigeria.
SERVICOM is an acronym for Service Compact with All Nigerians . It was established in 2004 .
Our Mission is to Improve Citizen Satisfaction By Promoting Service Excellence In Public Services
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