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.
The National Coordinator/CEO SERVICOM Mrs. Nnenna Akajemeli has asked for stakeholder’s support to facilitate the passage of the SERVICOM Bill in order for the repositioning of the public service for a more effective and efficient service delivery.
This appeal was made during the public hearing on the SERVICOM Bill at the National Assembly on the 9th February, 2022 in Abuja.
The SERVICOM Boss, Mrs. Akajemeli, said that the Nigerian Service Delivery Initiative was initiated to provide the basic services to which citizens are entitled to in a timely, fair, honest, effective and transparent manner.
Furthermore, she added that, the SERVICOM office currently has a very little statutory powers to enforce compliance, and this makes the articulation and implementation of existing Service Charters by Ministries Departments and Agencies (MDAs) ineffective.
However, Mrs. Akajemeli noted that, in bid to ensure compliance with the Service Charter among MDAs, the action necessary is thus the drafting, passage and assent to the National SERVICOM Act.
The National Coordinator stated ‘’ a bill for the establishment of the Service Delivery and Compliance Management Agency (SERVICOM) for the management, execution and enforcement of service charter and standards, resolution of service failures and other related matters has passed through the second reading here at the National Assembly and today marks another milestone in our quest to institutionalize Service Delivery in Nigeria’’ she said.
She highlighted that, the bill aims at providing for an effective, comprehensive legal and institutional framework for the effective management, execution and enforcement of service compact of MDAs with Citizens, and also providing measures for the identification and facilitation of resolution of service failures and enforcement of citizen’s service rights in Nigeria.
Speaking on the objectives of the Bill, Mrs. Nnenna Akajemeli, said that the Bill will engender the culture of service excellence and will boost the customer service arm of running government business, entrench dynamic changes that will lead to service improvement that would hold us up as a developed nation.
At the public hearing, the Speaker of the House of Representatives, Femi Gbajabiamila represented by Deputy Majority Leader, Honorable Peter Akpatason, noted that, the public hearing moves us closer to these objectives by providing an opportunity for citizens and legislators to jointly consider the contents of the bill, and it is expected that citizens would advance ideas throughout the public hearing and also make recommendations that will improve the quality of the legislation.
He added that, we must ensure that all the contributions we make today are determined not by narrow considerations of personal interests but fealty to the best interests of Nigerian people.
In his words. ‘’ as legislators, we have a responsibility to meticulously review and examine every aspect of these Bills to ensure that we produce final output that is clear in its objectives, thoughtful in the mandates it imposes, and reflective of the best aspirations of all our citizens’’ he said.
In his welcome remarks, the Chairman, House Committee on Government Affairs Honourable Akin Alabi, said that SERVICOM as a Nigerian Service Delivery Initiative was launched in March, 2004 after the President signed a Service Compact with all Nigerians, declaring a dedication towards providing basic services to which citizens are entitled in fair, honest and transparent manner.
Mr Alabi further pointed out that, every system needs proper structure and framework and rules concerning how individuals, institutions and systems should operate in order to achieve economic and social policy outcome, therefore there would be no greater stride towards ensuring the optimum effectiveness of the Service Compact Management Agency (SERVICOM) than putting the full weight of the law behind them.
However, he said that, the public hearing is a culmination of an enormous collective efforts which involved series of processes, programs and meetings, and that all hands must be on deck until the Bill is fully established and only through a joint effort can our fundamental goal be reached.
Henrietta Okokon (Mrs.)
Public Awareness Manager
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.
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
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
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
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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