Episode 86 of the SERVICOM help desk Radio programme held on 28/9/2019 with the participation of representatives of the National Environmental Standards and Regulations Enforcement Agency (NESREA), who were in the studio the previous day but could not deliver their presentation due to time constraint.

SERVICOM National Coordinator and Chief Executive Officer, Mrs Nnenna Akajemeli appreciated those rendering services in MDAs and said NESREA was brought to the studio to give information to citizens on what they do,  what they stand for and how they are serving the public with the mandate given to them by government.

A Director in NESREA, Mr. Isah Abdulsalam  accompanied by the SERVICOM Focal Officer of the Agency,  Murtala Usman said NESREA is an Agency under the Federal Ministry of Environment and it is set up to enforce environmental laws.

“The environment here means air, water and land which involve living and non-living things. Human beings are major contributors to this environment, so our activities like farming, bush burning and industrial actions have negative effect on the environment”, he said

He said the vision of the Agency is to ensure a cleaner and healthier environment for all Nigerians and explained that  NESREA had placed ban on some vehicles,  motor bikes and small generators popularly called “I better pass my neighbour” due to hazardous emissions and air pollution from them, which are harmful to human health.

When asked by the Ordinary President about the involvement of the Agency in erosion control, the Director said NESREA was limited in that aspect although there were measures to curtail such occurrences. He explained that NESREA was not a service provider but enforcer of environmental rules and regulations for an environmental conscious society.

It was thereafter agreed that NESREA should come for a repeated participation in the programme in order to let out more useful information. The Ordinary President again emphasized the need for Central Bank of Nigeria, PENCOM and PITAD to be invited to the programme.

Episode 84 of the SERVICOM Help Desk Radio Programme held on the 21^st of August 2019 to enable the continuation of the previous day’s Episode where the Federal Aviation Authority of Nigeria (FAAN) and the Nigerian Quarantine Service made some clarifications about their services and processes.

The National Coordinator / Chief Executive Officer of SERVICOM          Mrs. Nnenna Akajemeli while reacting to the narration by a studio complainant on how money was allegedly stolen from his bank account, gave a feed back of a complainant whose N16 Million Naira was allegedly stolen at a bank in the course of generating his BVN. She said the said amount was however returned after SERVICOM’s intervention through the Economic and Financial Crimes Commission (EFCC).

In the light of this, she assured Mamman Aliyu that he will equally get justice and have his money back. She used the opportunity to appreciate the EFCC Chairman Mr Ibrahim Magu and the SERVICOM unit of EFCC for being efficient and functional.

The SERVICOM Nodal Officer of FAAN Mrs. Okoye enquired from the Quarantine team What quantity of food a traveller could travel with without making any payment as customers have raised complaints about being asked to go to the Quarantine Desk to pay the sum of N2,000. She also enquired what travellers were expected to pay on food items Per Kg and whether or not travellers could travel with fresh foods and vegetables.

Mr Idachaba Ebenezer, Director Laboratory Management Service in the Nigerian Quarantine service, said there were no limits to the quantity of food one could travel with.

“The basic purpose of the service is to ensure that whatever food you are carrying out of the country is free of pest, which may be insect, disease and contaminant. This is done because Nigeria is a signatory to international protocols. If your food items are free of any of the pest, a certification is done right there”, he said.

According to him, “charges that are raised are used for that certification, they are not revenues rather they are called User Fees under government regime and the basic minimum is N2,000”.

The National Coordinator of SERVICOM advised the Quarantine Service to come up with standards on how they want travellers to package their foods that will make it easier for them to travel with and to also publish the category of items allowed for travellers or customers to see in the airports, adding that the essence of this was for service improvement.

Episode 82 of the SERVICOM Help Desk Radio Programme held on the 13th of August 2019 where the  National Coordinator /Chief Executive Officer of SERVICOM Mrs. Nnenna Akajemeli congratulated Muslims for the Sallah celebration and appreciated all those who have contributed to the success of SERVICOM’s participation in the Radio programme.

The Public Awareness Manager Ms Patience Musa  used the medium to once again enlighten the public on what SERVICOM is all about and how SERVICOM  engages service takers and service givers to redress complaints and enhance service delivery in the MDAs.

“SERVICOM does not render any service, it is the  MDAs that do that, so the role of SERVICOM is to facilitate efficient and effective service delivery and to ensure that the contact between government and its people is healthy. when service takers have complaint they now have where to run to and get solutions”, she said.

She mentioned SERVICOM guiding principles to include; Affirmation of commitment to the service of the Nigerian nation; Conviction that Nigeria can only realize its full potential if citizens receive prompt and efficient services from the State; Consideration for the needs and rights of all Nigerians to enjoy social and economic advancement and Dedication to deliver services to which citizens are entitled, timely, fairly, honestly, effectively and transparently.

The National Coordinator noted that  when customers come to a service point, they come with expectation and  encourage service providers to be conscious in  meeting and exceeding  expectation of the customers.

According to her, “timely service is very important, it saves life and makes a difference in any situation so customers should look out for numbers at service point to contact when they are having issues at service points,  people are more aware now than before, in this regards. SERVICOM has an institute that trains front line officers on how to handle customer related issues from the root to avoid re-occurrence”.

A Caller during the programme, Elder Emma Okoro of the NIPR said most wall clocks in the Federal Secretariat were not working, most toilet dirty, he also lamented the deplorable state of the Lokoja road. Other calls were entertained from individuals with issues bordering on service delivery and the National Coordinator appreciated the callers and promised to look into all issues raised.

Amongst the calls was a commendation from one Usman in Abuja on Maitama General Hospital Abuja where he had a delightful service experience. According to him, “I took a youth corper to Maitama General Hospital and they said she was not having a card that I should go and get one for her, before I came back they had already given her a bed and had started treating her. instead of payment of N1000 I was asked to pay N500 because she is a corper”.

Episode 80 of the SERVICOM Help Desk Radio Programme held on 30^th July 2019 and featured the Standard Organisation Nigeria (SON), the National Coordinator/Chief Executive Officer of SERVICOM  Mrs.  Nnenna  Akajemeli  appreciated the various MDA’s for their positive response regarding resolution of  complaint by dissatisfied customers and citizens.

A Deputy Director and SERVICOM Nodal Officer in SON, Alhaji Abdullahi Ibrahim and Mr. Bola Fasina, the  Head of Public Relations  in SON, were in the studio to enlighten Nigerians on the mandate and service delivery processes in the Organsiation.

Mr. Bola said SON is a Government Agency that assists Nigerians to define what standard is all about, as a product cannot be said to be good or bad without first having a standard for measuring it.

“Whether a product is being manufactured here in Nigeria or outside the country, it is our responsibility to ensure that it is of standard. We do not have a problem with product manufactured here because even if they don’t do it right, we will guard them and ensure they do it better”, he said .

He explained that SON is not established to close down companies but to assist companies to produce in accordance to the right standards, adding that “despite the number of security agencies in Nigeria to crack down on fake manufacturers, they cannot be everywhere and this is where SON requires Nigerians’ assistance, anything you see people doing in respect of manufacturing or production and you don’t understand, call us and we will come there to check”.

Mr Bola Fasina who was also in the studio on Thursday 1^st August concluded his enlightenment session by reiterating the need for citizens to be vigilant and furnish the organisation with useful  information that would strengthen its enforcement and regulatory functions. He appreciated the Nigerian Police Force for their efforts and support to the organization.

He read out the organization’s free-toll Hot lines as 07056990099 and 08002255766 for emergencies, enquiries or information sharing.

Episode 78 of the SERVICOM Help Desk Radio programme held on the 16^th July 2019, The National Coordinator /Chief Executive of SERVICOM, Mrs Nnenna Akajemeli, appreciated the Ordinary President and the Brekete family.

She equally appreciated Ministries, Departments and Agencies (MDAs) for their efforts at improving service saying “Service Delivery in Nigeria is work in progress, we have not reached where we are going to but we are making progress and for that reason, we want to talk about the importance of information in service delivery process”.

The Public Awareness Manager, Ms. Patience Musa who gave updates on some complaint received by the SERVICOM office, appreciated those sending complaints to SERVICOM office saying, “You are helping us to work harder by keeping us on our toes to see that complaints received are resolved by the MDAs”.

She said Information was one of the key drivers of service delivery as it  helps to minimise service failure and allows service takers to be well informed of the processes of seeking services well ahead of time.

She noted that lack of proper information was one of the factors responsible for the experience of service failure by passengers of Dana Air, who had called SERVICOM to express their grievances.

According to her, “lots of people called the SERVICOM office to complain about flight cancellation by Dana Air and we contacted the Nodal officer of the Nigerian Civil Aviation Authority (NCAA) who said investigation was being carried out on the matter though Dana Airline has publically apologised and offered to give compensation to those affected”.

SERVICOM Public Awareness Manager enjoined MDAs to ensure that they use different medium to keep their service takers informed about their services, adding that the Service charters were also information tools.

A complainant Mr. Andrew C Nkpadobi. of was in the studio to make a case over refusal of Management Board of the National Institute for Culture and Orientation (NICO) to reinstate him after undue dismissal inspite of directive for his reinstatement by former Minister of Information Mr. Lai Mohammed. This case was referred to SERVICOM National Coordinator and the Liaison to the Vice President for immediate intervention.