SERVICOM CHIEF CALLS ON MDA’s TO SET MEASUREABLE STANDARDS THAT ARE CITIZENS FOCUSED AND RESULT ORIENTED.

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‘’We will get back to our various Ministries,Departments and Agencies (MDA’s) with a clear mandate of setting our service delivery priorities right,while engaging with the citizens who come to take services from us”.

The National Coordinator/Chief Executive Officer (CEO) SERVICOM Presidency Mrs Nnenna Akajemeli made the call in her welcome address at a-3-Day National Conference on Public Service Delivery at University of Ibadan, Oyo State on Monday ,26th August ,2024.

Akajemeli explained that the set objectives of the conference is to create a positive organizational culture and setting clear expectations and holding employees accountable in their various service windows.
This she said, would provide support systems that would in turn produce effective communication and feedback for leaders to help ensure that their agencies are providing citizens with excellent and effective services in the public sector.

‘’It would accord us the opportunity to share ideas and experiences with regard to building leadership skills and commitment that would enhance employee engagement and productivity in our various MDA’s’’,She further explained.

The SERVICOM Chief Executive pointed out that the epoch-making event demonstrates SERVICOM ‘s determined stance to entrench a culture of Excellence in Nigeria Public Sector.

The Conference she added, is geared towards engaging with Heads of government MDA’s,Senior Management,Directors of Reforms,Nodal Officers,Front Line Managers, and other stakeholders to discuss strategies for improving public sector performance.

‘’According to her, today’s event is predicated on our continuous drive towards attaining our collective dream of a better Nigeria anchored by Mr. President’s Renewed Hope Agenda.This she said ,can only be achieved through visionary leadership,strengthened public sector transparency and accountability systems among others.’’

‘’Let me remind you that an effective performance Management System plays a key role in this quest for excellent service delivery in the public sector’’ She added.

Akajemeli while congratulating the House of Representatives Committee on Inter-Governmental Affairs and Focal Insights Management Services in their collaboration with SERVICOM ,emphasized that the conference would generate high level discourse around key challenges as well as the 21st century strategies and approaches for sustainable transformation in the Nigerian public sector.

The conference which has in attendance stakeholders from various service delivery sectors and media in Nigeria,has the theme ‘’Promoting Excellence Service Delivery in the Public Sector’’.

The House of Representatives Chairman on Inter-Governmental Affairs, High Chief Canice Moore Nwachukwu , represented by the Deputy Committee Chairman, Honourable Ime Bassey Okon , in his opening speech, stated , that the importance of exemplary service delivery in the public sector cannot be overemphasised.
Adding that it’s the cornerstone of a governance , which is ensuring citizen’s needs are met efficiently,effectively,and with highest standards of professionalism.

He said’’ As we gather here today,it is imperative that we engage in meaningful discussions,share innovative ideas, and commit to concrete actions that will elevate the quality of services provided to our citizens’’.

The Chairman stated that through the partnership with SERVICOM and the expertise of the Commitee Consultant, the Conference is aimed to delve deeply into the challenges and opportunities that exist in promoting exceptional service delivery within the public sector.
This he said would be deployed by harnessing their collective knowledge and experiences ,that would pave tangible improvements and advancements that are beneficial to their communities and society at large.

The Honourable member urged all participants to actively participate,share their insights, and collaborate towards the common goal of enhancing service delivery standards.

‘’Let us use this conference as a platform to inspire positive change,drive innovation, and ultimately raise the bar for excellence in public service’’, He maintained.

Henrietta Okokon
Assistant Director Information and Public Relations
SERVICOM PRESIDENCY

PARTNERS WITH AIG- IMOUKHUEDE FOUNDATION FOR SUSTAINABLE SERVICE DELIVERY IMPROVEMENTS IN MDAs

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The SERVICOM Presidency Office , has entered into partnership with Aig- Imoukhuede Foundation to strengthen service delivery initiatives in MDAs service wide.

This partnership was sealed with an MOu signature ceremony during the course of the week in Abuja at a One day National workshop organised by the Foundation.

In her acceptance speech, the National Coordinator SERVICOM Presidency, Mrs Nnenna Akajemeli stated that the partnership with Aig- Imoukhhede Foundation is a welcome development as it would accord the SERVICOM Office the much needed support it requires to play a pivotal role in promoting improvements and sustainable service delivery in MDAs across board.

She further stated that, SERVICOM office appreciates and accepts all the terms contained in the agreement as an additional mandate to truly serve Nigerians and bring improvements in services rendered in the MDAs.

This she said , would be deployed in a very intentional , strategic, and properly managed manner working in synergy and collaboration with the Foundation.

At the end of the tenure of the agreement Nigerians have a lot to benefit from the support system given by the Foundation, she stated.

The SERVICOM Office is expected to work on three key areas within the mandates and terms of the Partnership.

As part of the terms earmarked in the MOu, SERVICOM, will play a key role in ensuring
sustainability and
replication of this improvement of
service delivery across other MDAs and in driving compliance
with service improvement plans.

Further more, SERVICOM will be building on the Foundation’s ongoing support to the OHCSF in obtaining the ISO 9001:2015 Certification and given the crucial role SERVICOM plays in improving public
service delivery.

As contained in the agreement the Foundation stated ” we seek to partner with SERVICOM
to support it in building its capacity to effectively
monitor the compliance with Service Improvement
Plans and the use of documented SOPs across the Federal Civil Service”.

Akajemeli further stated that SERVICOM office is delighted to take up more responsibility in entrenching Service Delivery Improvements as stipulated in the Mou.

In her opening remarks, the Executive Vice Chairman of the Aig – Imoukhuede Foundation, Mrs. Ofovwe Imoukhuede , commended the Coordinator and the entire SERVICOM team for her commitment to ensuring efficiency and effectiveness in services rendered in MDAs.

“Imoukhuede Foundation she said , is more convinced that SERVICOM will make it work”.
She further said that the Foundation will be a support system to SERVICOM in driving sustainable improvements in service delivery in the Public service nationwide.

Henrietta Okokon
Head Information and Public Relations
SERVICOM Presidency

SERVICOM PRESENTS COMPLIANCE EVALUATION REPORTS TO MANANGEMENT OF INDUSTRIAL TRAINING FUND.

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The National Coordinator / CEO SERVICOM Presidency, Mrs. Nnenna Akajemeli has formally presented SERVICOM Compliance Evaluations reports to top Management of the Industrial Training Fund (ITF).

This presentation ceremony took place today, 22nd February, 2024, at the Funds Corporate headquarters in Abuja.

In her presentation, Mrs. Akajemeli, commended the efforts and the drive of the Management of ITF in the areas of improvements in her service delivery initiatives which points to the fact that their support to the initiatives is customer- centered.

She further lauded the efforts of the ITF in ensuring innovative strides in the area of training and retraining of students on solar energy installations which is key at this point in time as solar panel is now becoming a trend in Nigeria for alternative power supply.

The SERVICOM boss   during the course of her presentation highlighted that the purpose of any legitimate government is to serve citizens through the provision of services in MDAs which are intended to make positive changes in the lives and situation of citizens.

Mrs. Akajemeli in her presentation stated that the overall objectives of the SERVICOM Compliance Evaluation is to ensure Citizens Focused Service Delivery in Ministries Departments and Agencies(MDAs). The specific objectives include identifying gaps in service delivery and making recommendations to Industrial Trust Fund to improve customer satisfaction and accountability.

The National Coordinator said that the Industrial Training Fund was chosen for evaluation to access its current state of service delivery. Fifteen (15) Offices out of the Forty (40) State Offices including the Centre of Excellence selected for assessment of their compliance with the SERVICOM index.

Furthermore, she said , that  evidence was gathered at the service windows evaluated through the following : customer interviews with trainers, trainees , SIWEs Coordinators  and SIWES students, discussions with Management, staff and partners review of  ITF key documents,  desk research which included websites of  ITF , www. Itf. gov.ng,  SERVICOM website www.servicom.gov.ng and general observations.

According her, highlights of evaluators findings were based on areas of strengths and weakness in all the service windows evaluated using the SERVICOM INDEX which is a standard tool provided and approved by the Federal Government as a standardize method for measuring and comparing performance against service standards defined by MDAs.

The SERVICOM Index she said, bordered on 5 major Drivers such as Service Delivery, timeliness, information, professionalism, staff attitude with their criterion to ascertain areas of gaps and proffer solutions that are citizens- centered.

As highlighted in the rating, the National Coordinator said that, service delivery is rated with a 3-star rating   and considered Acceptable in Fifteen (15) State Offices and the headquarters visited. This means some important aspects and criteria of service delivery are covered.

In the chart displayed, Mrs.  Akajemeli said, it shows the average performance of each driver in all the evaluated service windows and it shows that the service windows are doing relatively better in Timeliness, followed by Service Delivery, Information, Staff Attitude and Professionalism.

It is important to note that there is need for deliberate continuous improvement in order to attain higher rankings of commendable and praiseworthy she added.

The Coordinator proffered immediate quick fixes to the Management of ITF to consider both on a medium term and long term basis.

In his welcome address the Director General / CEO, Industrial Training Fund, Dr. Afiz Oluwatoyin Ogun, said that the SERVICOM Compliance Evaluation Report was a score card and quite apt and important to the Fund as it relates to the services rendered by the staff.

He further stated ITF ‘s commitment to continuously work with the SERVICOM Office for improvement and reformations around its services that are seamless and citizen centred.

“We are working assiduously to close the gaps and ensure that we meet up with the mandate and standards stipulated in our service charter” he added.

He also made an affirmation of registering and training skill-up Artisans (SUPA) in the new initiatives as mandated by Mr. President to train Artisans across it service windows that would upskill them to an international standard and make ITF stand out as one of the leading Agencies in skills acquisition service wide.

Henrietta Okokon

 

SERVICOM COMMENDS NIMASA ON SERVICE CHARTER LAUNCH

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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.

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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.

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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

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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

: Highlight and Matters arising from Episode 219 of the SERVICOM Help Desk Radio Programme.

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The Episode 219 of the SERVICOM help desk Radio programme held on the 20th 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 added value to the service delivery process by raising confidence and trust of citizens and connect Government to the people. She spoke on the Topic ‘’How to Challenge Service Failure’’ she described service failure as an expectation not meet when one goes to receive service in a Hospital, Bank, Airport, School or Government institutions.

She highlighted some of the causes of service failure as inadequate funding, lack of adequate information and when an officer is not at his duty post, she however advised citizens to challenge the service failure and insist they are served right at any service window

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta Okokon.

Public Awareness Manager.

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.