The Episode 143 of the SERVICOM help desk Radio programme held on the 31st of August 2021, the National Coordinator Mrs Nnenna  Akajemeli , the Public Awareness  Manager  Mrs Henrietta  Okokon were in the Studio to enlighten the Public on service delivery matter.

The NC gave update on the issue of Non-Renewal of Visa for Nigerians in United Arab Emirate and said the Perm sec summoned the Ambassador to make sure they restore the Visa process for Nigerians over there, she further said the case of Adedeji  Jimoh Son of a late Customs Officer will be followed up.

 

 

There were no emerging issues  for SERVICOM to attend to

The Episode 141 of the SERVICOM help desk Radio programme held on the 17th of August 2021, the National Coordinator Mrs Nnena  Akajemeli , the Public Awareness  Manager  Mrs Henrietta  Okokon were in the Studio to enlighten the Public on service delivery matter. The NC spoke on the topic ‘’Benefit of Speaking Out’’ and said SERVICOM has provided platforms for people to speak out if they are not satisfied with a particular service as this helps to add value and hold service providers accountable.

Silence means consent is a customer do not speak out thereby making the service provider thinks they are doing well the NC said, it is expedient for customers to speak out when they are not satisfied with services rendered as this will keep service providers conscious that people are watching. She further added that some MDA’s like Immigration have live chat on their website where customers can report cases of extortion and it will be attended to immediately.

We can add value to the system by expressing our concerns on the services of MDA’s by speaking out, the various Agencies can call for a Town Hall Meeting with their stake holders to access their service perspective, she said. Having functional phone numbers on MDA’s website can help customers access them for complaint which can help improve their service delivery process, she added.

Consultant IK advised SERVICOM to set up a team to check if the contact phone numbers some MDA’s website are functional an; the NC promised to take it up and roll it over to other MDA’s as we did for FCT Hospital and Nodal Officers number has been published for service takers to call if they are not satisfied with services they receive.

 

 

Below  are emerging  issues  for SERVICOM to attend to.

S/N	Complainant	Issue	Remark	Responsibility
1.	Amb Potopoto from France	Unreasonable chargers for Immigration Passport	SERVICOM to invite Immigration to the Studio for explanation.	NC HOP’s Team B

 

The Episode 139 of the SERVICOM help desk Radio programme held on the 3rd of August 2021 after the suspension handed over to the station over a month ago, the National Coordinator Mrs Nnena Akajemeli, the Public Awareness  Manager  Mrs Henrietta  Okokon accompanied by Mr Tony Ochelebe.

The NC after  appreciating the Ordinary President said SERVICOM is set up for improve service delivery experiences in MDA’s and making it a National discuss, every service rendered should be so shaped to touch lives. The NC took time to commend the Ordinary President that he is doing well and he should do more for Nigerians.

Our eyes are on new possibilities of what we can do, those handling SERVICOM in MDA’s should talk about  their challenges  and proffer solution so that Citizens can know why service is failing, walking away is not the solution, she said.  SERVICOM office has been able to proffer solution to lots of complaints raised from the studio and connected the customers to were service initially failed and they are able to get results.

 

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

The Episode 137 of the SERVICOM help desk Radio programme held on the 18th of May 2021,Mrs  Ngozi Akinbodewa, a Team Leader  in the Operations  Unit and  Mr Tony  Ochelebe  of  the Public Awareness Unit  where in the Studio to discuss effective service delivery issues with Nigerians.

Mrs Ngozi spoke on Effective Complaints Handling and its Impact on the life of the Citizens  and said people have been walking away from Brekete Family happy because their complaint are been resolve and that is what we want to see in SERVICOM office. Complaints comes in a way to help service providers improve on their services, do not see complainants as problematic but critical friends that are given you free consultancy she said.

When you satisfy a complainant, you have found for yourself a loyal friend for life, a customer can go out and tell about a hundred people when their  complaints are resolved, therefore we in the  SERVICOM office are happy when complaint are resolved because it will lead to a better Nigeria.

 

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

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.