Radio Shows

EPISODE 31 OF THE HELP DESK RADIO  PROGRAMME..

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Episode 31 of the SERVIOCM Help Desk Radio Programme held on 25th September 2018 where the National Coordinator and Chief Executive of SERVICOM, Mrs. Nnenna  Akajemeli,  appreciated the Secretary to the Government of the Federation  Boss Mustapha, Permanent  Secretary, General Service Office in the OSGF, Chief Executive Officers of Ministries, Departments and Agencies (MDAs), Management and Staff of the SERVICOM Office for their respective efforts on the success of the Programme.

The discussion of the day was on Customer obligation in Service Delivery,  which was handled by a Duty Team Lead in the SERVICOM Office Mrs. Ngozi  Akinbodewa.

Mrs. Akinbodewa said in access services, customers have obligations to meet which may include monetary payments, filling or signing of some documents, ,providing information etc. She noted that it was the responsibility of service providers to inform customers of such obligations.

She explained that such obligations are to be spelt out in service charter of MDAs so that customers can prepare ahead of their visit to service windows, adding that information was an important aspect of service delivery.

Mrs. Akinbodewa reminded citizens that they had the right to challenge service failure and to demand to be served right, adding that ministerial SERVICOM Units are in all MDAs to ensure that services are satisfactorily delivered.

The National Coordinator further lent her voice to the need for service takers to  ensure that they fulfil their own obligation as required so they can access services.

The Public Awareness Manager Miss Patience Musa gave some update on some complaints of service failure that have been resolved following the intervention of SERVICOM Office.

HIGHLIGHT OF EPISODE 7 OF SERVICOM HELP DESK RADIO PROGRAMME

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HIGHLIGHT OF EPISODE 7 OF SERVICOM HELP DESK RADIO PROGRAME

The Head of Curriculum in the  SERVICOM Institute Mr Gbenga Oloke led the discussion for the 7th  episode of  SERVICOM Help Desk Radio Programme which held on the April 17th 2018 . He gave insight into how SERVICOM engages the Ministerial SERVICOM Units for Service Improvement in the Ministries, Departments and Agencies of government so that quality service is delivered to service takers.

 

Oloke said the SERVICOM Institute was primarily set up by the government to provide trainings to public servants on various aspects of service delivery for continuous improvement in service delivery processes noting that innovation and excellence in service delivery were key to customer satisfaction. Pilot projects are used by SERVICOM to demonstrate the importance and workability of service improvement in MDAs.

 

He noted that constant Service improvement planning by MDAs would help them to identify gap in their delivery processes and explained further that SERVICOM Compliance evaluation also enables the identification of gaps which are tackled during trainings by the SERVICOM Institute.

 

SERVICOM National Coordinator, Mrs Nnenna Akajemeli, noted with delight that through the SERVICOM Help Desk Radio  programme, many service delivery related complaints have been channelled to the office and they are being resolved through engaging complainants and service givers.

 

She commended the Nigerian Police Force for stationing a liaison Officer at the Brekete Family Programme, noting that this would hasten resolution of police related complaints or feed-back from the public and commended him for making his phone number available to the public.

 

The National Coordinator used the occasion of the programme to advice citizens to always follow due process in lodging complaints in MDAs as every organisation has its peculiar complaints process.

HIGHLIGHT OF EPISODE 6 OF SERVICOM HELP DESK RADIO PROGRAMME

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HIGHLIGHT OF EPISODE 6 OF SERVICOM HELP DESK RADIO PROGRAMME

A SERVICOM Team lead, Mrs Ijeoma Ugochukwu led the discussion for the 6th  episode of  SERVICOM Help Desk Radio Programme which held on the April 9th 2018 where she gave an overview of the SERVICOM Compliance Evaluation, an assessment exercise carried out by the SERVICOM office

She noted that one of the mandates of SERVICOM Office was to carry out SERVICOM compliance evaluation in MDAs to access their level of service delivery and the satisfaction level of customer to their services.

Mrs Ugochukwu explained that the SERVICOM Compliance Evaluation was based on the SERVICOM Index which is the instrument approved by the Federal Government for measuring the quality of service delivered by Ministries, Departments and Agencies (MDAs) of Government. Services are evaluated and weighted against the drivers of customer satisfaction namely, Service Delivery; Timeliness; Information; Professionalism and Staff attitude.

She explained further that to successfully meet the objectives of this exercise, evaluators carry out their assessment from the view point of service takers, to know if MDAs actually deliver services according to stated standards in their Service Charters.

According to her, “Mystery Shopping” is a strategy by SERVICOM to know the actualities on ground as evaluators visit a service window a day to the actual evaluation to see undercover, how services are rendered in particular service window.

She after an anysis of the evaluaton MDAs are scored and ranked adding that SERVICOM ranking include

According to Mrs Ugochuku the main concern of SERVICOM is not the in the award of scores to MDAs after the evaluation exercise but in the identification of service delivery gaps for immediate service improvement plans and implementation, so that citizens and customers are better served.

The National Coordinator Mrs Nnenna  Ajakemeli enjoined Chief Executives of MDAs to ensure implementation of the recommendations that are contained in the SERVICOM Compliance evaluation reports presented to Management.

She reiterated the commitment of SERVICOM in ensuring that public officers truly serve the people in a timely, effective, honest and transparent manner and advised service takers to always challenge service failure when they encounter it in any MDA.

HIGHLIGHT OF EPISODE 4 OF SERVICOM HELP DESK RADIO PROGRAME

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HIGHLIGHT OF EPISODE 4 OF SERVICOM HELP DESK RADIO PROGRAME

A SERVICOM Officer Mr Clement Stephen was the discussant for the day and the focus for discussion was on the workings of Ministerial SERVICOM Units (MSUs).

Mr. Clement recalled that in March 2005, the Federal Executive Council (FEC) resolved that  Ministerial SERVICOM Units be established in all MDAs to be headed by a Deputy Director who is to serve as the Nodal Officer with Staff assigned to man the Charter, Complaints and Service Improvement desks in the Unit.

The Nodal Officer reports directly to the Minister through the Permanent Secretary or the Director in the Permanent  Secretary’s Office  or to the CEO in case of Extra-Ministerial Department or Parastatal, Mr Clement said.

He explained that the MSUs are to spearhead the Service Delivery Initiative by Serving as the Link between the SERVICOM Office and the MDA; Developing service standards (Charter); Managing the MDA’s Customer Relations Policy; Instituting a Customer-Friendly Complaints Procedure;  Instituting appropriate feedback mechanisms and Promotion of quality assurance and best practices

He further explained that citizens and all service takers can approach the SERVICOM Unit for assistance when frontline staffs fail to adhere to standard procedures or when they are dissatisfied with the service.

The Public Awareness Manager Ms. Patience Musa appealed to those who had called the office with complaints to put their complaints in writing or send them as texts messages as they have been requested to, as to enable SERVICOM to have official documents with which to follow up on their complaints to a logical conclusion.

The National Coordinator Mrs Nnenna Akajemeli appealed to Government Agencies that are yet to establish their SERVICOM Units to do so in order to give service takers maximum assurance of improved and satisfactory service delivery.

HIGHLIGHT OF EPISODE 3 OF SERVICOM HELP DESK RADIO PROGRAMME

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HIGHLIGHT OF EPISODE 3 OF SERVICOM HELP DESK RADIO PROGRAME

A SERVICOM Team lead, Mrs. Jummai Abdullahi and the SERVICOM Public  Awareness Manager, Ms. Patience Musa were the discussants for the day . Issues such as Service charter, Mystery Shopping, Ministerial SERVICOM Units, SERVICOM complaint handling methods were all in focus in the course of the programme.

Mrs. Jummai Abdullahi emphasised that SERVICOM looks into complaints bordering on service delivery in Ministries, Departments and Agencies ( MDAs) only explaining that different kinds of issues were brought to SERVICOM after last week’s programme where SERVICOM lines and addresses of social media channels were publicized. She read out the phone number of the Nodal Officer of the Joint Matriculations and Examinations Boards (JAMB) in case of complaints and enquires over JAMB Examinations or other concerns.

A Brekete family member in the studio brought a complain of non-recruitment by the Nigerian Immigration Service years after she was given an assurance that she would be employed, Mrs. Abdullahi advised her to send an official complaint to the SERVICOM office for necessary intervention.

A caller wanted to know if SERVICOM was in the Universities while another wanted to know if SERVICOM was also in the States or only restricted to Abuja. The Public Awareness Manager explained that SERVICOM Units were in all Federal Universities across the country and were being overseen by the Ministerial SERVICOM  Unit of the Nigerian Universities Commission.

The Awareness Manager also explained that SERVICOM is an initiative that could be adopted by all states so that effective service delivery can be taken to the grass root. She mentioned Delta and Kano as States that have officially adopted SERVICOM. She said the office recently addressed all Secretaries to State Governments and encourage them to establish the Initiative in their states.

The National coordinator appreciated the Brekete family and all listeners and  gave an assurance that SERVICOM Office will continue to engage service takers and service providers to ensure satisfactory service delivery in all MDAs.

 

Highlight of Episode 2,  SERVICOM Help Desk Radio Programme

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Highlight of Episode 2,  SERVICOM Help Desk Radio Programme

The 2nd Edition of SERVICOM Help Desk Radio Programme had SERVICOM Team Lead Mrs Jummai Abdullahi as the discussant for the day, the discussion was centered around SERVICOM methods and approaches for service excellence in Ministries, Departments and Agencies (MDAs).

She mentioned that SERVICOM works to ensure that services are there for the people to access with no difficulty or unnecessary delays and said SERVICOM had a complaint mechanism through which citizens’ issues bordering on service failure could be handled to ensure their satisfaction. She read out SERVICOM Phone lines and social media handles and encouraged citizens and the general public to use these avenues to reach the Office so that their complaints on service failure can be looked into.

These details are:

Website:      www.Servicom.gov.ng

Facebook:   servicomng

Instagram :  Servicom _ officialpage

Twitter :       @Servicomoffice

Phone Nos: 08106419581

08153566084

 

She noted that SERVICOM Units have been established in all MDAs to drive the service delivery initiative and encouraged that such Units should be consulted by the public when they experience any form of service failure in any government establishment.

The National Coordinator gave a feed back on the complaint of non –payment of benefits by Retirees of Nigerian Airways. She said the SERVICOM Office engaged the Team representing the Retirees and the Ministry Officials and that officials of the Ministry of Finance have promised to expedite action in addressing the complaint.

The National Coordinator also said that the Immigration Nodal Officer has assured that complaint by one Mr. Simeon of non-issuance of Passport by the Nigerian Embassy in Japan will be attended to in a short while.