Radio Shows

Highlight and Matters arising from Episode 133 of the SERVICOM Help Desk Radio Programme.

The Episode 133 of the SERVICOM Help desk Radio Programme held on the 20th of April 2021. The  National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli  accompanied by the  Public  Awareness  Manager  Mrs Henrietta  Okokon  and Mr Ben Olofu  of the Operations Unit where in the studio. She thanked the Ordinary President for remaining a worthy Nigerian through the services he renders and the lives he touches. Mr Ben spoke on; How to Close Service  Delivery  Gaps in other to Drive Service Improvement in Ministries  Department and Agencies’  which is a continuation of last week’s  topic .

Service delivery gaps are the differences between what is contained in a service charter and the actual service rendered, it’s also a failure to meet customer’s expectation as contained in their service charter, Mr Ben said. A policy statement of what an organisation does is called a service charter, therefore there are lots of expectation by customers and when it’s not met, we consider it as a Gap in the servicer delivery process, he added

Gaps can be identified through feedback mechanism, evaluations  by experts  and complaints  from customers, unfortunately most MDA’s don’t have time for this complaints and reporting system, its only when this is done that the identified Gaps can be closed, Mr Ben therefore pleaded with MDA’s  to listen to customers complaint in other to identify the service delivery Gaps and treat the customers as Kings.

The NC added that the various gaps are evidences that the needs and expectations of the customers have not been met, it is therefore important for service providers to position themselves to attend to customers by reviewing their processes, the customers will come to give a feedback when they are satisfied with the service.  She advised  Customers  to complain and  use platforms like; social media, phone calls and  physical contact so that services can improve, she concluded that service givers should make their processes accessible for receiving  services.

 

There were no emerging  issues  for  SERVICOM  Office to handle.

Henrietta Okokon (Mrs)

Public Awareness Manager.

Highlight and Matters arising from Episode 136 of the SERVICOM Help Desk Radio Programme.

The Episode 136 of the SERVICOM help desk Radio programme held on the 11th of May 2021, The National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli  and  the public Awareness  Manager, Mrs Henrietta  Okokon  accompanied by Mr Tony  Ochelebe  where in the Studio to enlighten  Nigerians on the importance of service delivery. The NC said this help desk programme brings service  providers  and  service  takers  together  to engage and in turn has a lot of benefit will lead to better  services delivery.

Most of the complaints harvested from MDA’s are getting a lot of attention and mere calls can bring a lot of solutions to a service takers complaints, therefore listening to service takers complaints can help and organisation to be more responsive to the processes of service delivery in their MDA, the NC said.

Mr Tony Ochelebe gave update on some of the complaints harvested and resolved in the SERVICOM office as follows: 1. Mr Daniel Audu of the Nigerian Army (non-payment of benefit from voluntary retirement) resolved. 2. Mr Uche with an NHIS related complaint was resolved. 3. Religious instructors from Jos complained of unlawful termination of appointment, the matter is still pending. 4. CAC related complaint has also been resolved. 5. A complainant with a private company related issue has been resolved. 6. Oluwatoyin complaint about transcript in OAU has been resolved. 7. Mr Abutu Sunday’s complaints concerning transcript has been resolved.8. Dr. Ado’s bank related complaint has also been resolved.

 

There was no emerging  issues  for SERVICOM to handle or attend to.

 

Mrs Henrietta Okokon

Public Awareness Manager.

Highlight and Matters arising from Episode 135 of the SERVICOM Help Desk Radio Programme.

The Episode 135 of the SERVICOM help desk Radio programme held on the 4th of May 2021, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and  the public Awareness  Manager, Mrs Henrietta  Okokon  accompanied by Mr Tony Ochelebe  where in the Studio to enlighten  Nigerians on the importance of service delivery.

The National Coordinator lends her voice to the prevailing security challenges in the country and said those with that responsibility should provide the service as the Kidnap of the various students shows colossal service failure, she appealed to them for improvement to serve the citizens and think out of the box in other to bring trust into the system so as to have peace in the nation, she further stated that ‘’there is too much blood shed in the country’’ and the situation is now critical, she therefore ask the security agencies to increase their strategy in tackling the issue so that things can be better for everyone in the country.

 

There was no  emerging  issues  for SERVICOM to handle or attend to.

 

Mrs Henrietta Okokon

Public Awareness Manager.

Highlight and Matters arising from Episode 134 of the SERVICOM Help Desk Radio Programme.

The Episode 134 of the SERVICOM help desk Radio programme held on the 27th of April 2021, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and  the public Awareness  Manager, Mrs Henrietta  Okokon accompanied by Mr Tony Ochelebe  where in the Studio to enlighten  Nigerians on the importance of effective service delivery in MDA’s and  Nigeria entirely.

However, there was no time for them to speak  to Nigerians due to many  crucial issues  in the studio.

 

There was no emerging  issues  for SERVICOM to handle or attend to.

 

 

Mrs Henrietta Okokon

Public Awareness Manager.

Highlight and Matters arising from Episode 133 of the SERVICOM Help Desk Radio Programme.

The Episode 133 of the SERVICOM Help desk Radio Programme held on the 20th of April 2021. The  National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli  accompanied by the  Public  Awareness  Manager  Mrs Henrietta  Okokon  and Mr Ben Olofu  of the Operations Unit where in the studio. She thanked the Ordinary President for remaining a worthy Nigerian through the services he renders and the lives he touches. Mr Ben spoke on; How to Close Service  Delivery  Gaps in other to Drive Service Improvement in Ministries  Department and Agencies’  which is a continuation of last week’s  topic .

Service delivery gaps are the differences between what is contained in a service charter and the actual service rendered, it’s also a failure to meet customer’s expectation as contained in their service charter, Mr Ben said. A policy statement of what an organisation does is called a service charter, therefore there are lots of expectation by customers and when it’s not met, we consider it as a Gap in the servicer delivery process, he added

Gaps can be identified through feedback mechanism, evaluations  by experts  and complaints  from customers, unfortunately most MDA’s don’t have time for this complaints and reporting system, its only when this is done that the identified Gaps can be closed, Mr Ben therefore pleaded with MDA’s  to listen to customers complaint in other to identify the service delivery Gaps and treat the customers as Kings.

The NC added that the various gaps are evidences that the needs and expectations of the customers have not been met, it is therefore important for service providers to position themselves to attend to customers by reviewing their processes, the customers will come to give a feedback when they are satisfied with the service.  She advised  Customers  to complain and  use platforms like; social media, phone calls and  physical contact so that services can improve, she concluded that service givers should make their processes accessible for receiving  services.

 

There were no emerging  issues  for  SERVICOM  Office to handle.

Highlight and Matters arising from Episode 132 of the SERVICOM Help Desk Radio Programme.

The Episode 132 of the SERVICOM Help desk Radio Programme held on the 13th of April 2021. The Public  Awareness  Manager  Mrs Henrietta  Okokon  and Mrs Tenenge  Nyepira  of the Operations Unit where in the studio. The  Public  Awareness  Manager   appreciated  the Ordinary  President  and gave the topic of the day as How to Close Service Delivery  Gaps in other to Drive Service Improvement in Ministries  Department and Agencies,  She further stated that SERVICOM Office wants to see visible improvement  and intervention  of Service Charters and to work with the Ministerial SERVICOM Units.(MSU) in MDA’s to attain this.

Mrs Tenenge said that when Customers go with an expectation to any service window and after  receiving  service discovers there are gaps showing  the customer is not satisfied, that is what SERVICOM wants  to close. MDA’s can close this gaps by noting the customers actual need and calling a stakeholders meetings periodically to further explain to the customers their immediate challenges in other  to calm them down, she added.

Service givers should always take note of customer’s complaint  as this shows  there are gaps in the service delivery processes of that organisation that needs to be resolve and improved upon their processes.

 

There were no  emerging  issues  for  SERVICOM  Office to treat.

 

Henrietta Okokon (Mrs)

Public Awareness Manager.

Highlight and Matters arising from Episode 130 of the SERVICOM Help Desk Radio Programme.

The Episode 130 of the SERVICOM Help desk Radio Programme held on the 30th of March 2021 the had Securities and Exchange Commission (SEC) as it’s guest. The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and Mr Tony Ochelebe where in the  studio, the National Coordinator  appreciated Consultant IKe and  Barrister Pamela for doing a good job and also extended her warm regards to the Ordinary President and the entire  Brekete  Family and said the partnership and collaboration has brought results to the service delivery processes of the Government  and citizens are now aware of their right.

Mrs Oga Agatha, SERVICOM SEC  Nodal  Officer  and  Mrs Stella Adateme came as SEC representatives, Mrs Stella said the Commission has an Investment and Security Act of 2007 with aim of protecting  investors and to having a level playing field in the capital market and to guard against systemic risk, we also have a Capital Market Master Plan to assist in Complaint  Management and improve on our monitoring.

Complaints can be channelled to the Company and to the Commission, she added. A department known as market relations has been set up in the Commission to look into complaints from investors and we can be reached through our Social Media Handle as follows: Twitter: @secnigeria, @sec.gov.ng, PMB 315 Garki – Abuja, the office address is at Central Business District Abuja, facebook: securitiesandexchangecommissionnigeria , Email: sec@sec.gov.ng, 094621168, www.sec.gov.ng, she advised citizens to call or check their website if a company is registered before venturing into any investment business to avoid unpleasant  stories at the long run.

The NC promised to interface with NDIC, Immigrations and Diaspora Commission based on some complaints raised.

Henrietta Okokon (Mrs)

Public Awareness Manager.

Highlight and Matters arising from Episode 129 of the SERVICOM Help Desk Radio Programme.

The Episode 129 of the SERVICOM Help desk Radio Programme held on the 23rd of March 2021. The National Coordinator/Chief Executive of SERVICOM,  Mrs  Nnenna  Akajemeli , the Public Awareness  Manager, Mrs Henrietta  Okokon  and  Mrs Nneka Ole were present in the studio, the National Coordinator extended her warm regards to the Ordinary President and entire  Brekete  Family and said Promoting Accountability in Ministries  Department  and Agencies was the Topic for the day.

Mrs Nneka  spoke extensibly  on the above topic and said SERVICOM is a social contract between the Federal Government and Nigerian Citizens  therefore all MDA’s are accountable to their core customers, the core components that drive service delivery are;  1. Service  delivery, 2. Timeliness,  3. Information  dissemination,  4. Professionalism, 5. Staff attitude, it is the responsibility staff to carry this out, accountability is therefore how staff of an office carry out their responsibility without inducement , pleading or prompting to the best of his ability or recognising his responsibility.

The fear of failure, unclear expectations, lack of engagements  also make people to run away from accountability hence having a vision statement will help the organisation gain the desired result, Mrs Nneka  said. Organisations can further engage  their  staff  through  meetings  discussions thereby making it easy to share responsibility and be accountable for work done. Accountability brings about trust and learning from our mistakes helps the organisation and the country to grow, she added.

Involving employees in goal setting also help the organisation irrespective of the grade level and having a  clear  and  measurable  expectation  helps  in  accountability, Mrs Nneka said. Resources also play a vital role either  human, capital or technological as this will help drive service delivery in that organisation. Mrs Nneka appealed to the Nigerian Police to let information to the public concerning some of their officers who’s benefits are pending to avoid doubts and speculations acknowledging the fact that every organisation has it own challenges.

Part of being accountable means taking ownership, the National Coordinator said as this will help the customers understand  were your challenges are there by building trust and improvement in the service delivery processes of  the Nigerian Police.

 

There were no emerging issues needing  SERVICOM’s  attention

 

Henrietta Okokon (Mrs)

Public Awareness Manager.

Highlight and Matters arising from Episode 128 of the SERVICOM Help Desk Radio Programme.

The Episode 128 of the SERVICOM Help desk Radio Programme held on the 16th of March 2021. The National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli , the Public Awareness  Manager, Mrs Henrietta  Okokon  and  Mrs Lucy Zack-Aku were in the studio to discourse service delivery issues. The NC appreciated Ordinary President, Brekete Family, service providers, stakeholders and service takers. Mrs Lucy spoke on how to challenge service failure in MDA’s, she said services are activities that affects another  when rendered.

MDA’s are created to deliver services to the citizens and citizens are the life blood of MDA’s and without them, there will be no states or Government, Mrs Lucy said. In service delivery all Citizens are regarded as customers, if a Citizen gets a Government job he/she has automatically become a Civil Servant not a lord and the customers are now the king she added.

As you go higher in service  the responsibility  increases  as servants and in the process you mentor and bring up others that will be in the chain of  command to render services because that is what you engaged to do, the NC said. Because of commercial undertone, private sectors have service at its best and there are options if you are not satisfied, but in Government offices you do not have that option that is why SERVICOM is engaging with this various Ministries to do what Government established them for, the NC added.

Mrs Lucy said when MDA’s do not meet up with services rendered, Customers have the right to complain and challenge the service failure immediately at that service window, if he/she do not get satisfied after passing through the Ministerial SERVICOM Unit, he can reach to the SERVICOM office that will now escalate it to that MDA for onward resolution with a time frame attached.

There are benefits of complaints Mrs Lucy said, when this happens the organisation will know there is a problem as complaint is a free consultation for service improvement and this will help the organisation to serve its Customers better.

The Public Awareness Manager give gave the office phone numbers for complainants to contact the office.

 

            Below are emerging issues needing SERVICOM’s attention.

S/N COMPLAINANT ISSUE REMARKS RESPONSIBILITY
1. Group of SURE-P workers. Non – payment of allowances. SERVICOM office to follow up. N.C

HOPs

Team D

2. Amb. Chuckwudi from U.A.E Nigerian citizens unable to renew their passports SERVICOM to engage Immigration office. NC

H.O.Ps

Team B

 

 

Henrietta Okokon (Mrs)

Public Awareness Manager.

Highlight and Matters arising from Episode 127 of the SERVICOM Help Desk Radio Programme.

The Episode 127 of the SERVICOM Help desk Radio Programme held on the 9th of March 2021. The National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli  and  the Public Awareness Manager, Mrs Henrietta  Okokon  accompanied by  Mrs Kikelomo Aina of the Operations Unit in Team A  were in the studio, the  NC lent her voice with that of the Ordinary President to celebrate Women across the world as Nigerians  joined in celebrating International Women’s Day, women should be treated with dignity and prayed for the Ordinary President that as he celebrates women and mothers, heaven will celebrate him.

She further commended Women that makes sacrifices from Pregnancy  to taking care of the Children and especially the woman that used her wrapper to hold her child’s Intestine in his critical health condition, the Federal Ministry of Women Affairs  and Social Development, the First lady, the V.P’s Wife and the Ordinary President that also celebrates women and Mothers, she also encouraged women to do the right thing and excel in their various fields of endeavour and get to a greater height.

The NC appreciated the Ordinary President and said we do not take for granted all the support we have been getting in moving SERVICOM forward, the various MDA’s and service providers and said improvement are been noticed, she asked that more be done and they be sensitive to what stakeholders and customers are experiencing in the various service windows.

If we come together with different synergy and effort, services will be better but if we walk away service failure will continue the NC said. Strategies for improving customer satisfaction in MDA’s was the topic of the day,  Mrs Kikelomo Aina said we see service satisfaction as how MDA’s exceed the expectation of their customers as spelt out in their service charters because each customer goes out with expectations every day. All MDA’s are expected to have their service charter in place and work with the standard spelt out in it.

Information is key to access the same level of service by customers , the NC said, service charter helps for transparency as customers will not be short changed and the money that is meant for Government get to them, it also add value to the system thereby making MDA’s accountable which will give birth to positive stories, the NC added.

Most MDA’s have charters but are implementing it, we call on to start implementing those standards set in their service charter, Mrs Kikelomo said. Reviewing of time frame and having additional Doctors is important to reduce waiting time of patience in the Hospital, engaging of stakeholders is crucial in order to harvest feedback from customers to know if they have been served well and improve on other areas since every office is established to serve a particular group of people, She added.

Staff training is key on how to handle their customers in MDA’s, Mrs Kikelomo said. The NC said customers are important in every service window because they are the real reason with we collect salaries as without them that office will be closed. MDA’s can come up with different ways of collating and harvesting feedbacks like their website, surveys, questionnaires, comment cards, all in a bid to improve customer service, Mrs Kikelomo said.

We encourage MDA’s to drive towards improving their services with the aim of putting smiles on the face of the customer thereby adding value and trust to the system, the NC added.

 

There were no emerging issues needing SERVICOM’s attention

 

Mrs Henrietta Okokon

Public Awareness Manager.