Radio Shows

Highlight and Matters arising from Episode 76 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 76 of the SERVICOM Help Desk Radio programme held on the 2nd July 2019 and it featured the Industrial Training Fund (ITF) where the Director General of the Fund Sir Joseph Ari led some of his management Team to the programme.

The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna Akajemeli in her opening remarks appreciated the Brekete Family, top Government Officials and Agencies that have made possible the  running of the SERVICOM Help Desk Radio Programme.

While giving an update on outcomes of SERVICOM’s interventions, the Public Awareness Manager, Ms. Patience Musa said a complaint by a parent from Italy over authentication of NECO result for his daughter had been resolved while another complaint over  collection of Transcript from the University of Nigeria Nsukka by a student from Canada had been equally resolved.

She also made mentioned of how the intervention of SERVICOM Office had resulted to the granting of permit by Ministry of Labour to a group of pensioners to form an Association, saying that these pensioners would be invited to come and share their testimony to the Brekete Family.

The Director General I.T.F Sir Joseph Ari appreciated SERVICOM Office for conceiving the Radio programme especially the strategy of inviting Ministries, Departments and Agencies (MDAs) to come and enlighten citizens on their mandates and their service delivery processes.

He noted that it was because of this that he personally came for the programme from Jos ITF Headquarters, along with some of his management staff whom he introduced as Mallam Sulaiman Ningi,  Director SERVICOM and Anti-Corruption, Mrs. Suleyat Chagu,Director Public Affairs, Mr. Tom Gwoh, Head of Media and Mr. Aminu Mohammed, Cooperate Affairs Manager Operations, Abuja.

The Director General said the Fund was established by General Yakubu Gowon on 8th October 1971 after independence when the need arose for Nigerians to seamlessly take over jobs from the expatriates.

“That was how ITF and other agencies like Center for Management Development (CMD) came about and since its establishment, ITF has been discharging her mandate and functions seriously which include the provision promotion and encouragement of Human capacity development so that we will have sufficient indigenous manpower development of the economy in both Public and Private sectors”, the DG said

He explained that in the course of time, there was the need to re-focus on Technical Vocation Education and Training (TVET) to which the present administration of President Muhammadu Buhari  introduced the Social Economic Diversification and Industrialisation Policy for economic development and growth in all platforms of Nigeria’s industrialisation, adding that “as the front-runner and the master craft-man in training, ITF is equipping Nigerians with the necessary skills for this”.

He appealed to trainers across the country to always consult ITF for guidance on professional methodology for training needs assessment as this would eliminate problems and address challenges often encountered by trainers, such as the ones narrated earlier by beneficiaries of a training courtesy the wife of the Vice President.

 

Highlight of Episode 75 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 75 of the SERVICOM Help Desk Radio Programme held on 25th June 2019 and it featured Nigerian Export Promotion Council (NEPC) for useful information on procedures and processes of accessing services from the Council for exports purposes.

The National Coordinator Mrs Nnenna Akajemeli appreciated the Ordinary President for the Brekete Family Platform and thanked Management of NEPC  for promptly approving participation of its representatives in the programme.

Dr  Israel Yakusat the Nodal Officer for NEPC said the Nigeria Export Promotion Council focuses on non-Oil exports with exception of  Arts, crafts, wildlife, Timber, scrap metal amongst others. He said the Council supports Small and Medium sized Enterprises (SMEs) by giving free trainings on the rudiments of exports.

He called on members of the public to take advantage of the training by registering on-line adding that  certificate could also be acquired online after due payment of N13,500. He explained however that the certificate is renewable every 2 years after a satisfactory evaluation by the Council that the certificate is put to good and profitable use.

He added that the Council supports the participation of eligible SMEs  in international trade shows by granting  of  50% refund on their travel expenses at their return to the country after the trade shows . All of these he said are aimed at opening international markets for Nigerian products.

The Public Relations Officer for NEPC, Mr Joe Etta in shedding more light, said that even non-governmental organizations can partake in the trainings of the Council, noting that formation of cooperatives would go a long way in helping intending exporters. He advised all those going into exports to formalize every dealing with their business partners in order to reduce risk of fraudulent encounters.

He said more information could be accessed on the Council’s website  www.nepc.gov.ng

Highlight of Episode 74 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 74 of the SERVICOM Help Desk Radio programme held on the 21st June 2019 and the SERVICOM National Coordinator Mrs. Nnnenna Akajemeli was in the studio to harvest feedback and complaints boarding on the recently conducted Joint Admission and Matriculation Board (JAMB) from candidates, their patents and relatives.

The National Coordinator explained that it was the responsibility of SERVICOM to always ensure that citizens are served right, saying this was the reason why SERVICOM was taking a middle position on the deluge of complaints on JAMB to see to satisfactory resolution.

“In setting up SERVICOM, every agency was asked to spell out its own standards of providing services and engagement with the people so in this case, the people providing the service are the service providers and you our students, parents and stake holders are the service takers. SERVICOM is the middle to look at the engagement between the service provider and the service takers to be sure that it is productive and fruitful”, she explained

“We have observed working on the field that a lot of times, people are helpless, sometimes out of lack of information or  lack of timely delivery of service so when we heard the issue of JAMB, we came forward to help resolve this matter by engaging the complainants with both Ministry of Education and JAMB”, Mrs Akajemeli said.

“The concerned authorities on this matter are listening to us, it’s about being open and working toward solutions because we can not wish this away” the National Coordinator further said.

She explained that from her engagement with JAMB, she was informed that candidates with complaints could log on to the on-line complaint platform of JAMB and lodge their complaints which would be attended to within 24 hours. Complaints in the studio retorted that the complaints handle had not been effective as those who dropped their complaints there did not get satisfactory response within the promised timeline.

While opportunity was given to some candidates and parents to say their complaints, a list of all complainants within and outside the studio was drawn up. The National Coordinator  gave an assurance that the SERVICOM office would continue to engage with JAMB and the Ministry of Education for amicable resolution on the complaints.

Highlight of Episode 73 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 73 of the SERVICOM Help Desk Radio Programme held on 18th June 2019 and the topic was “Ensuring Citizen Focused Service delivery”, it was presented by a SERVICOM Staff Mrs. Ternenge Nyipira.

The National coordinator who expressed delight with the progress and impact of  the programme, appreciated everyone who had contributed in one way or the other by way of facilitation and resolution of complaints.

Ms. Patience Musa the Public Awareness Manager SERVICOM encouraged the public to consult SERVICOM Units in every Ministry, Department and Agency when they experience service failure in the course of accessing service

While talking on the topic for the day, Mrs. Ternege Nyipira noted that in rendering services to citizens, Ministries, Departments and Agencies ( MDAs) are expected to at all times put the citizens first regardless of their personal moods or problems adding that the service providers should be as considerate as possible while  providing services.

Mrs Ternege further reiterated the importance of  service charter to effective service delivery, saying service charters convey standards for services as well as spell out customers expectations

She said SERVICOM was committed to ensuring that government businesses are driven by the needs of the people hence the emphasis that MDAS must carry our consultation with citizens in their service improvement planning and service charter formulation.

She mentioned key drivers of citizens satisfaction as Service delivery, Timeliness, information, Professionalism and staff attitude.  She encouraged that these should guide the delivery of service.

The National Coordinator in concluding the programme, sued for continues service improvement in government offices in order to ensure citizen focused service delivery.

Highlight of Episode 72 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 72 of the SERVICOM Help Desk Radio Programme held on 11th June 2019 and discussion was centred in the topic “Going the extra mile to satisfy the customer in service delivery” it was facilitated by a SERVICOM Staff Mrs Kike Aina.
The National coordinator who appreciated the Ordinary President for the success of the programme was equally appreciative of the role of the various Ministerial SERVICOM Units in the Ministries, Departments and Agencies in resolving complaints and ensuring continuous service improvement in their organisations.

Mrs. Kike in her presentation explained that going the extra mile while delivering service would enable a service provider to excellent service as well as exceed customer expectations, adding however that providing excellent service would some sometimes involve discomforting oneself.

She further explained that going an extra mile to satisfy a customer will include doing all to calm a difficult customer instead of ignoring such a person who has come to receive service.

“Every Office has its closing time, and sometimes that is when some people show up in search of one service or another. In such a case a service giver can go the extra mile to attend to the service taker”, she added.

“When we go the extra mile, we are saying to the customers that they matter much and that they are the reason we are in office”, she said.

The National Coordinator however emphasised the need for customers to adhere to requirements and instructions when they go to access services, so that they can make it easy for the person delivering service to do so.

The National Coordinator noted that when people go the extra mile to ensure that they deliver service satisfactorily, they should be appreciated by their supervising officers or management as a way of encouragement.

A Representative of the Legal Aid Council who was at the programme, appreciated the programme and noted the support and commitment of the of the new Director General of the Council in ensuring effective and timely delivery of legal services to citizens.

Highlight from Episode 71 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 71 of the SERVICOM Help Desk Radio Programme held on 4th June 2019 with the National Coordinator /Chief Executive SERVICOM, Mrs Nnenna  Akajemeli  appreciated everybody in the studio and wished them barka da sallah, saying “today is a special day so we appreciate God and add our voice to all the greetings we have already received and say barka de sallah to all the Muslim faithful’s  globally”.

She appreciated the Ordinary president for the platform and all the people that  have been spreading the SERVICOM message, according to her, “this is where people that have not heard of SERVICOM are hearing about it, and from here we get visibility, we reach out and engage with service takers, all for the cause of a better Nigeria where services will  really serve the people”

She noted that the episode was dedicated to getting feedback from the public on the services of the National Health Insurance Scheme as was the consensus agreement the previous week  and said the feedback would be tabled before the management of the Scheme who will also be invited to feature in the programme to give clarifications and more explanation on their service delivery processes.

A caller, Mr Mohammed complained of being asked to go out and buy drugs that have high amount but the ones with little amount are given to him while   Mr Ogbonna udu in the studio  said they ask for money to run test for his  wife without giving her eye glasses.

Another caller  from Suleja . Mrs Lydia, a Nurse said NHIS does not  pay the hospital after treating their patients are being treated, saying that this has made some hospitals to  pack up, she however expanied that not every ailment is covered by NHIS saying, “some patients want almost everything even like caesarean sessions (CS) to be done with just N3500”

Consultant Iyke in the Studio observed that it takes time to be attended to as an NHIS patients, whereas insurance is about paying just a little to get adequate services when the need arises.

A caller, Mr Usman said the Health Management Organization (HMOs) do not remit money as and when due to hospitals and that  there is no display of the services they render to patients, he further observed that phone calls are not picked most times.

The SERVICOM Awareness Manager Ms Patience Musa , said the essence of the episode was to harvest complaint and service delivery gaps from people and take back to NHIS , adding that complaints will be minimized when more clarification and information is given to citizens through various information platforms of the Scheme.

The National Coordinator appreciated all the feedback and said more reactions could be channelled to  the SERVICOM Office  through the phone or the SERVICOM social media handles.

“The bottom line is people are not happy with the services they get, this is health that we are talking about, this shows a gap, let them engage with the HMO’s and  step up their game so that services can improve. As we give out our numbers,  if you have received  good service from NHIS say it or if you have not say it as it is so that we can look into both sides, the overriding aim is for improved services so our next step is to convey all of these to NHIS management ”,  she concluded.

Mr. Tony Ochelebe , SERVICOM Complaint Officer gave out the SERVICOM phone numbers as 08106419581and 08153566084.

Highlight of Episode 70 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 70 of the SERVICOM help desk Radio programme held on the 29th May, 2019. The Episode was a continuation of the previous day’s session which featured the Ministry of Agriculture and Rural Development. The SERVICOM Public Awareness Manager Ms. Patience Musa was in the studio with representatives of the Ministry.

The Director in charge of Agribusiness in the Ministry, Mr. Azeez  Misbau Olumuyiwa who was very appreciative of the programme said one of the ways that  brekete family can help a lot of people is through Agriculture.

He explained that there are lots of opportunities in the sector that are unknown,  adding that people erroneously think that  Agriculture is all about farming whereas  it goes beyond that as it involves all activities that start from the farm till the farm produce gets to the mouth.

“There are people whose businesses are registered to help people farm, if you have N100,000 you can give them and sign in, at the end they give you your money with interest from the farming”, he said.

A Deputy Director for Extension Services in the Ministry Mr. Dele  Olorunfemi encouraged Nigerian Youths to log on to the N-Power e-platform of the federal Government and register under the agro segment to key into the available opportunities there.

The Ordinary President magnanimously offered the Ministry of Agriculture free 30 minutes airtime every Saturday during the Brekete programme for more enlightenment on their activities and programmes.

The SERVICOM Nodal Office for the Ministry of Agriculture and Rural Development Mrs. Gertrude Orji was also in attendance at the SERVICOM Help Desk Radio Programme.

Highlight of Episode 69 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 69 of the SERVICOM Help Desk Radio Programme held on 28th May 2019 and it featured representatives of the Federal Ministry of Agriculture and Rural Development as guests.

The National Coordinator and Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli, appreciated the Ordinary President for highlighting the plight of citizens who go to receive health services under  the National Health Insurance Scheme (NHIS).

It was unanimously agreed that next episode of the SERVICOM Help Desk Radio Programme would focus on getting feedback from citizens on the services of NHIS.

“We have to hold service providers more accountable, NHIS is hearing what you are saying, we have taken note and we will do our own part of the work, but their own part is to tell us how us how they work so we will try and engage them for service improvement’,’ she said, adding that SERVICOM was established by the Government to ensure effective delivery of services by government agencies.

A Director in  the Federal Ministry of Agriculture and Rural Development, Ministry, Mr. Azeez  Misbau Olumuyiwa, thanked SERVICOM for bringing them to the programme, as citizens will know more and understand what the Ministry of Agriculture is doing.

“If you look around the world, there is no country that develops without Agricultural development, countries like China and U.S made Agriculture better”, he said.

“One of the reasons for setting up the Ministry of Agriculture is to make food available in Nigeria, to make sure farmers have the tools to farm with, to produce storage facilities and processing machines and available markets, and to ensure the availability of raw materials to produce anything”, he added.

Due to time constraint, the Ordinary President requested the representatives of the Ministry to come to the studio the next day to continue from where they stopped.

A Deputy Director Extension Services in the Ministry Mr. Dele  Olorunfemi and SERVICOM Nodal Office of the Ministry Mrs. Gertrude Orji were at the studio for the programme.

 

Highlight on Episode 68 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 68 of the SERVICOM help desk Radio programme held on the 21st may, 2019 and had Nigeria Postal service (NIPOST) as the guest , the National Coordinator /Chief Executive SERVICOM, Mrs Nnenna Akajemeli  thanked Brekete family for promoting the SERVICOM help desk Radio Programme

She also appreciated Chief Executive Officers of Ministries, Departments and Agencies (MDAs) for their support and approval of their staff to feature on the Programme where a lot of harvested feed back have helped in continuous improvement in services of the MDAs, saying “this has helped in  touching the lives of Nigerians, many people have had their complaint resolved by coming to us. We are glad that we are connecting government to the people through the services the MDAs render”.

She described the word TEAM as “Together Everyone Achieves More” noting that the Team work in the course of the SERVICOM Radio Programme has brought about verifiable achievements and impact in the lives of hitherto helpless citizens.

The Public Awareness Manager, Ms Patience Musa while giving  feed-back on some complaints received by the Office, said that the National Pension Commission had informed the Office that delay by the Federal Government to release funds into the Retired Benefits Bond Redemption Fund (RBBRF) Account with CBN was the main reason why a complainants like  Mr Okanlawon Jose Ejuwa, a retired employee of Federal Ministry of Mines and Steel Development as well as others who retired at the same time are yet to be paid.

She explained however that PENCOM  has given as assurance that the payment would soon be made within the next two weeks as the Federal Government recently released a mandate into the RBBRF Account.

On the case of non-release of certificate of Blessing Onu by the Delta state University Ozoro, the awareness Manager said NBTE had officially  informed the SERVICOM that there were discrepancies in the claims and documents of the   complainant. The National Coordinator who said she led a Team to NBTE Headquarters last week on the matter, gave an assurance that the Board will feature in the programme to substantiate their stand and position.

The NIPOST representative and General Manger Corporate Affairs,  Mr. Alao Franklin, who was appreciative of the opportunity provided by the SERVICOM Help Desk Programme, said a lot of innovations have being introduced into the service to match changing trends and technology.

He explained that the Nigerian Customs Service officials are in their offices for incoming so they can assess items in order to ensure there’s no contrabands, adding that while NIPOST only charges service fee on  the items, the Customs Officers are responsible for billing the items.

Mr Franklin said the innovations in NIPOOT involve collaboration with other Agencies such as FRSC , Banks, etc who are leveraging on the wide spread of NIPOST across the country to reach out to service takers. The Ordinary President said NIPOST should come again to enlighten Nigerian more about their new products and services.

 

Highlight of Episode 67 of the SERVICOM Help Desk Radio Programme.

/in /by

Episode 67 of the SERVICOM help desk Radio programme held on the 14th May 2019. The National Coordinator /Chief Executive SERVICOM, Mrs Nnenna  Akajemeli  appreciated the Ordinary President, the Brekete family and those challenging service failure by bringing up complaints of their experiences of service failure.

According to the SERVICOM Coordinator, “We bring Chief Executive Officers  and top Management of MDAs so that they can tell us what Government has said they should be doing and how well they are doing it as well as how  well they are touching the lives of Nigerians through the services they give. So today we brought Securities and Exchange Commission (SEC) to tell us what they do and how citizens can benefit from their services.

The Public Awareness Manager, Ms. Patience Musa said SERVICOM works to facilitate effective public service delivery and connects service takers to service providers for service improvement and complaints redressal.

She said the SERVICM Office had been receiving positive feed-back from some complainants on how intervention by the Office had brought about resolution of their complaints.

“Just yesterday a mid-wife Mrs Grace Emmanuel that we had intervene over her complaints of  none payment of 6 months pending allowance emailed us to say she and other of her colleagues have been paid by the National Primary Health Care Development Agency”, she said

On the issue of Miss. Blessing Onu, the National Coordinator said the person that  is suppose to come to the studio was still in the hospital following an accident, and noted that “this case shows that there is a gap in the system and that is why we are following up on NBTE that supervises  all Polytechnics  in Nigeria, let them use this case and find out what is happening and fill the service gaps”.

Dr. Eremotimi Agama who represented the SEC said “ our responsibility as SEC is to provide services to Nigerians through the regulation of the capital market and the development of the capital market, we are one of the organisations that have  double mandate, Our business is to look over investments when people buy shares and commodities and also how they do it”, he said.

He said that there are people in the stock Exchange business who do not mean well for Nigerians, whereby SEC has been given the responsibility to deal with them, adding that “We are the Police of the Nigerian capital market”.

He called on Nigerians to be vigilant of fraudsters and Ponzi schemes, saying “not all that glitters is gold, some of the business are Ponzi Schemes, Nigerians should be careful”.

He explained that What usually leads to unclaimed dividend is change of name and address without notification to SEC, and said people with issues on shares or unremitted dividends should not hesitate to contact any SEC office as such cases would be speedily addressed and if need be, taken to the police for their action.

”If you are in doubt about anything call SEC on 094621168. we have a special office that deals with complaint all over the world, that unit works with the SERVICOM unit to provide service to the public.”, he assured.

Members of the Brekete family in the studio who had complaints relating to Shares or dividends, had the opportunity of being connected to SEC officials for speedy intervention and resolution of their complaints. No complaints were directed to the SERVICOM Office