Highlight and Matters arising from Episode 218 of the SERVICOM Help Desk Radio Programme.

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The Episode 218 of the SERVICOM help desk Radio programme held on the 13th of June 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio.

The N.C thanked the Brekete Family and said the programme has helped in connecting service providers with service takers by driving towards improvement and holding MDA’s accountable in doing what Government ask them to do.  The Topic of  the day was ‘’Delivering Citizen Centred Service Through Customer Feedback’’. The Public Awareness Manager handled the topic and said Customer feedback is the information provided by services takers about their service delivery experiences from service providers about their product and services in a view to review customer’s satisfaction and successes.

Customer feedback is the collection of criticism which may be positive or negative but they are all useful for service providers, she said. Customer’s feedback will guide the improvement of services especially if it’s a negative one. It help MDA’s to know if they are still rendering citizens centred service delivery to their service takers, it also helps in measuring customers satisfaction, customers opinion and customers best experience.

In SERVICOM we administer customer survey form to get information of services through Emails, What Sapp and Twitter, most complainants complaint come through our mail and is forwarded to the terms concerned for necessary action. She said. You can get customer feedback through focus groups like student in the University, digital channels like Instagram, Twitter, Youtube, texting.

In her conclusion, she stated that customer feedback can also come in written, oral formal and informal method.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 217 of the SERVICOM Help Desk Radio Programme

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The Episode 217 of the SERVICOM help desk Radio programme held on the 6th of June 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio.

The N.C congratulated the New Spokes Man of the Nigerian Customs Service and said SERVICOM will further connect with them to add value and improve services for Nigerians. Due to much cases in the studio, she was not opportune to speak on service delivery topics.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 216 of the SERVICOM Help Desk Radio Programme

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The Episode 216 of the SERVICOM help desk Radio programme held on the 23 of May 2023, the Public Awareness Manager, Mrs Henrietta  Okokon  was in the studio.

She responded to the issue of Regulations and casualization in the Banking sector and thanked the Brekete Family programme for given visibility to service delivery initiative across MDA’s in the Nation.

Mrs Henrietta added that the NDIC and CBN are the actual regulators of Banking Operation/Regulations in Nigeria; we will engage them and find a lasting solution to the issues raised.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 215 of the SERVICOM Help Desk Radio Programme.

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The Episode 215 of the SERVICOM help desk Radio programme held on the 16 of May 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio and featured Nigerian Electricity Management Services Agency ( NEMSA)

Engr Ibrahim Haruna, Engr Usman Momoh , Engr Adeolu Tayo, Mrs Amah Maureen and Mrs Mildred Imoquede were all  teams  from NEMSA. Engr Ibrahim Haruna spoke on behalf of the Agency and said NEMSA was established to Police the Power industry to ensure that all technical standard and regulations are complied with for the safety of Life and  property  and We carry out technical inspection and Certification of all categories of Electrical Installations in Nigeria.

We make sure any Electrician carrying out installation of Electric Transformers and House Wiring are Certified and Qualified for that purpose before it is commissioned, Engr Ibrahim said. He adviced the general public that any electrician coming for installation in their Houses must be NEMSA Certified and this can be confirmed from our website which has all the list of Certified  electrician in the Country, he added.

When a Government organisation wants to issue out a contract regarding Electricity project, they must confirm if that company has NEMSA Certification while doing their Bidding process. For Metering, our role is to test the integrity of the Metre, Engr Ibrahim said. He further advised citizens to check their metres at home, if they don’t see NEMSA stamp on it that means it has not gone through their Certification and it can be said to be a fake metre.

Engr Usman  Momoh  said they also inspect cable lines,electrical accidents and look out for damaged or worn-out  electrical installations and Network Monitoring, he further gave out there social media handles and phone number as follows; info@nemsa.gov.ng , 07068681566.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 214 of the SERVICOM Help Desk Radio Programme

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The Episode 214 of the SERVICOM help desk Radio programme held on the 09 of May 2023, the National Coordinator, Mrs  Nnenna  Akajemeli  and  Mrs Henrietta  Okokon  of  the Public Awareness Unit  where in the studio.

However, due to pressing issues in the studio they could not speak to the citizens on service delivery issues.

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

Highlight and Matters arising from Episode 213 of the SERVICOM Help Desk Radio Programme

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The Episode 213 of the SERVICOM help desk Radio programme held on the 2nd of May 2023, the National Coordinator, Mrs  Nnenna  Akajemeli   was in the studio.

The N.C spoke on the Topic ‘’Disengagement and the feedback that comes From  it’’ she said feed and updates are crucial aspect of service delivery as this will help to measure the satisfaction level of the customers that came to take service and this will lead to great patronage of the organisation

The N.C urged citizens to look out for contact numbers when they are not satisfied and reach out to SERVICOM, She added that the SERVICOM Office calls Nodal Officers to give Quarterly Report on their activities and how they improve services in their  MDA’s , this Report will be forwarded to their CEO’s after an objective scoring with evidence to see the level of  their service delivery performance and ways of improving it.

Feedback helps an organisation gain trust and increase in visibility, the NC said. SERVICOM collects feedback from internal officers to ensure they are treated right and positioned to deliver service and this will lead to service improvement in the various Ministries Department and Agencies of Government.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta  Okokon.

Public Awareness Manager.

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

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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 PRESENTS COMPLIANCE EVALUATION REPORTS TO NATIONAL BOARD FOR TECHNICAL EDUCATION

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The National Coordinator/CEO SERVICOM Mrs. Nnenna Akajemeli has presented the SERVICOM Compliance Evaluation Reports of 23 selected Federal Polytechnics in Nigeria to the National Board for Technical Education (NBTE).

The report was formally presented to the Executive Secretary of the Board, Prof. Idris Muhammad Bugaje at the NBTE Liaison Office in Abuja on the 5th of July, 2022.

According to her, the overall objective of the SERVICOM Compliance Evaluation is to ensure citizens focused Service Delivery in Ministries, Departments and Agencies (MDAs), identify gaps in Service Delivery and make recommendations to the NBTE (Federal Polytechnics) to improve customer satisfaction and accountability.

Mrs. Akajemeli also highlighted that, the mandate of Federal Polytechnics in Nigeria is to train Technologists, Technicians and management skills in courses leading to the awards of certificates.

She informed the Board that the Polytechnics were established to promote vocational education and training, technology transfer as well as skills development to enhance the socio-economic advancement of the country.

The SERVICOM Boss stated that twenty-three (23) out of the 37 Federal Polytechnics were selected for assessment of their evaluation compliance with the SERVICOM Index, and that evidence was gathered at the service windows evaluated through customer interviews, discussions with management, staff and partners, review of key documents, desk research and general observations.

Findings revealed in the report indicated that trainings for staff are inadequate, Service Charters are obsolete, funds are released late, Poor Staff Attitude and Slow response to students’ complaints.

Nevertheless, some polytechnics have introduced online platform where students can apply for their transcripts and get them in record time and have made provision for solar-powered boreholes for constant water supply within the polytechnic community.

While speaking on the strengths and weaknesses of the various Polytechnics, the National Coordinator added that, the SERVICOM Compliance evaluation was based on five (5) driver(s) which include the service delivery, timeliness, information, professionalism and staff attitude.

Mrs. Akajemeli further urged the management of the NBTE to ensure that Service Charter is produced by all Federal Polytechnics while those with obsolete Charters should be reviewed to contain key services provided and service standards which would bring about improvement.

In her words, ‘’ it is our belief that service windows concerned would ensure continuous improvement on the quality of service delivered to their customers when the recommendations contained in these reports are truly implemented’’ she noted.

Prof. Idris Muhammad Bugaje said his organization is very much at home with SERVICOM and expressed willingness to comply with SERVICOM’s standards and implement recommendations made in the reports.

Bugaje appealed to President Muhammadu Buhari and the Head of Civil Service of the Federation, Mrs. Folashade Yemi-Esan to grant the Polytechnic special waivers to enable them employ more lecturers to bridge the shortfall in manpower.