Radio Shows

Highlight and Matters arising from Episode 123 of the SERVICOM Help Desk Radio Programme.

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The Episode 123 of the SERVICOM help desk Radio programme held on the 9th of February 2021 and featured the team from  Department of Petroleum Resources (DPR) , The National Coordinator/Chief Executive of SERVICOM, Mrs  Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta  Okokon   where in the Studio to enlighten Nigerians on the service delivery process of DPR.

The N.C appreciated everyone for their support in making service delivery work and the service providers for providing services especially in this COVID-19 period, she acknowledged the front line staff in various hospitals for their effort , the service takers, the SGF and his team that oversees  the SERVICOM office, the Management and staff of SERVICOM office for the support and said the essence of the Help Desk Programme is to engage service providers and servicers takers in order to bring a change in the service delivery processes in the Country.

The representatives from DPR, Mrs Magdalene Osode, Nodal Officer and Mr Mohammed Indalaman from the Downstream sector spoke on some of the duties they perform, Mr Mohammed said that DPR makes money for the country by enable businesses in oil and gas sector of the country to strive through issuance of  licences and permits so that this companies can engage the youths to work and by so doing make more money for the Country.

Mr Mohammed further said they work in collaboration with other Agencies to make sure petrol tankers are in a good state before plying the roads to avoid accidents and damages on our roads. Mrs Osode encouraged  the youths to come into oil and gas businesses as there are lots of opportunity to harness in the sector and said they can be reached online due to COVID-19, she added that youths can get permit to set up domestic gas stations, we also supervise setting up and handling of the equipment to avoid fire outbreak advise appropriately.

We regulate the up, down and mid-stream sector of the oil and gas activities Mr Mohammed  said, Mrs Osode gave out their contact numbers which are 09013331111,09062022009,09087777765. We charge a fine of 100,000 per pump of any fuel station that under-deliver and it also depends on the severity of the offence, Mr Mohammed said. Most of the thick smoke experienced in port Harcourt is as a result of gas flaring which the government is now trying to look into it and companies are also trying to come in to help convert it to other products like fertilizers.

Mr Mohammed added that checks are being carried out on petroleum products before they are discharged to ascertain the quality, we have about 32 field offices in different states just in case there are complaints especially in this COVID-19 era.

 

There were no issues for SERVICOM office to attend to

 

Henrietta Okokon (Mrs)

Public Awareness Manager.

Highlight and Matters arising from Episode 122 of the SERVICOM Help Desk Radio Programme.

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The Episode 122 of the SERVICOM help desk Radio programme held on the 2nd of February 2021, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta  Okokon   where in the Studio to enlighten Nigerians on the importance of effective service delivery in MDA’s and  Nigeria as a whole.

However due to time constrains  they  couldn’t  talk to Nigerians due to some crucial issues needing urgent attention 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 121 of the SERVICOM Help Desk Radio Programme.

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The Episode 121 of the SERVICOM help desk Radio programme held   on the 1st of Decemberber 2020, The National Coordinator /Chief Executive of SERVICOM, Mrs Nnenna Akajemeli, appreciated the Ordinary  President  and  the Brekete family for the partnership we have had and said it has helped our work and caused many MDA’s to improve based on the feedbacks we get from the programme.

The Public Awareness Manager Mrs Henrietta Okokon spoke on the topic Identifying Service Delivery Gaps and  Promoting  Improvement  Through Effective Feedback Mechanism and said service delivery gaps are the differences in what you have in your service charters and the services you actually render, it is also failure to meet customers’ expectations. She further added that service delivery gaps is the distance between customers expectation and what the service providers think the customers should expect.

We can close this gaps through simple surveys by finding out  what the service providers promised is actually fulfilled, she said. We do Mystery Shopping to check this services, Management perception, Experience Specification also affect service delivery. Information is also very key, MDA’s should therefore give information that will assist the customers to get services easily, this can be done by having a simple and readable Charter, she added.

Mrs Henrietta said one of the ways of identifying services delivery gaps is by getting proper feedbacks which is a response to services rendered, data gathering, independent surveys, established call centres, suggestion boxes, social media platform, evaluations, mystery shopping, complaints from the public and consultations with stakeholders.

 

There were no emerging issues for SERVICOM to attend to.

Mrs Henrietta Okokon

Public Awareness Manager.

Highlight and Matters arising from Episode 120 of the SERVICOM Help Desk Radio Programme.

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The Episode 120 of the SERVICOM help desk Radio programme held on the 24th of November 2020, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta Okokon where in the studio to enlighten Nigerian on their rights to be served right.

The NC said that the essence of this help desk programme is to see how services will improve and used the medium to appreciate service providers in MDA’s. Entrenching the culture of accountability was the topic of the day, when you are responsible and take responsibility of work, decisions and actions committed to your hands that is accountability. Service providers are to give services and information to customer in a timely, fair, efficient, transparent and honest manner.

SERVICOM office has positioned itself with a tool called Service Charter, the organisation should clearly spell out what and how to attend to customers so as to be held accountable when services fails in schools, hospital and other service providing Agencies. The essence of this talk is to make sure you are doing what the government  have set up your organisations to do since their decisions  will either affect them positively or negatively, the NC said.

We are yearning to see the education sector improve in Nigeria at all levels and when this happens, more lives will be touched and will have better graduates,Mrs Akajemeli said. Our aim is for services to improve and for complaints to reduce by monitoring compliances at all stages of service provision, she added.

Mrs Akajemile said ‘’as service providers, we are called to live a legacy and positive marks to touch the lives of the people when we render to them timely and quality services they deserve’’, and  as customers, we have very high responsibility of holding service providers accountable when they don’t serve us well.

They were no emerging issues needing SERVICOM  intervention.

Mrs Henrietta Okokon

Public Awareness Manager.

Highlight and Matters arising from Episode 119 of the SERVICOM Help Desk Radio Programme.

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the Episode 119 of the SERVICOM help desk Radio programme held on the 3rd of November 2020, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta Okokon were in the studio to talk to Nigerians and let them know they have the right to be served right.

The NC responded to the demands by Nigerians on the need for SERVICOM to moved to states and said SERVICOM started with some states as pilot like Cross River to show the level it can work in states and we want  it to work in the Federal level, other states of the federation such as; Delta, Lagos, Kaduna were also used, we have also now selected 6 states under Open Government Partnership to replicate this same process to make quality services go down to all Ministries Department and Agencies(MDA’s) in the states, she said.

We have already visited Nasarawa, remaining 5 more states, when we are done, we will expand to other states so as to have better services, when this is done the number of complaint from states coming here will drastically reduce and citizens can now hold their state government accountable. We have a period of 2 years to carry this out she added.

We are making plans to work with the Governors Forum to get this done and from there we get to the Local Government because services also takes place there, the NC said. There are lots of reforms going on in Pensions and we believe it can work so that the senior citizens can be taken care of when they retire, they should go the extra mile to make sure our senior citizens get quality service, it is working in other nations, we believe it can work here, the NC said.

The NC talked about importance of engagement  of citizens taking services from MDA’s and making service delivery a national discourse, she added that; citizens or customers have the obligation to commend  better service and complain about service failures in places like police stations, hospitals and schools.

It is important for service providers to give accurate information about their services through their service charter so as to be held accountable and this information will be useful for both parties, the NC said. Nigerian Citizens have a right to quality service for which a particular agency is set up for and to demand for information where required, we are here to discourage walking away when a customer is not satisfied with services rendered to him, we advise you to challenge service failure in order to avoid a re-occurrence, she said.

Mrs Henrietta said the ultimate mission of SERVICOM is to support the promotion of service excellence in public service and using the ministerial SERVICOM unit’s in MDA’s. She added that customers can visit the various service points; it is when they are not satisfied with the services that they can now come to SERVICOM office or reach us through our various social media handles which she reached out.

 

There were no complaints needing SERVICOM‘s intervention.

 

 

Mrs Henrietta Okokon

Public Awareness Manager

Highlight and Matters arising from Episode 118 of the SERVICOM Help Desk Radio Programme

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The Episode 118 of the SERVICOM help desk Radio programme held on the 27th of October 2020, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  and  the public Awareness Manager, Mrs Henrietta okokon went to sensitized Nigerians on the importance of effective service delivery with Securities and Exchange Commission (SEC) as her guest.

The NC thanked the Ordinary President and Brekete family and used the medium to respond to a complaint in the studio and said ‘’when services fail, the resultant effect is complaint and people will be moving helter skelter, but when the right thing is done we will only hear positive testimonies’’.

When people work well, they should be paid well and in good time, the NC said. SERVICOM office is a service delivery office and we work to facilitate service improvement in all Ministry, Department and Agencies and this MDA’s should do their work because citizens are the recipients of those services. We also work to know the process MDA’s have put in place to address service failure, she added.

The NC appealed to the NNPC in charge of providing fuel to make a re-assuring statement to the populace to avoid panic buying and settle whatever issue they have so that services can return to normal as this has had multiplier effect on the citizens some of which are office workers that may end up not going to work due to scarcity of the commodity.

The SERVICOM Office brought the Security and Exchange Commission to tell Nigerians what they actually do. Mr Effiok Effiok and Mrs Ogar Agatha, the Nodal officer SEC came as representatives. Mr Effiok said we are all product of fruits that came from our parents and life is all about bringing forth fruits, this means turning it to investment that can yield returns at the long run.

We oversee the entities that do this investment so that appropriate things can be done and nobody will be cheated, he said. We look out for companies that want to go into investment then we asses and register them and also monitor them, this comprises of stock brokers and asset managers, he added.

A company can decide to enlarge itself by selling shares and giving interest to shareholders, Government also raise funds through Bonds investment and pay interest at stipulated time. There are however fake investment outfit with Ponzi schemes that are out to dupe citizens that is why we ensure any company ready for business is duly registered by us, Mr Effiok said.

One of the ways to know a Ponzi scheme is that they promise to pay very high interest, people should ask question to know if they are registered with SEC, he said. We have pulled some of them out of the market and paid those that lost money through  investors protection fund. We have a collective investment scheme which is one of the safest for  everyone  managed  by professional  managers and registered with SEC, Mr Effiok said.

The funds are managed by trustees and they have a constitution which they have to follow, we also have custodians which are Banks, he said. You can reach us through the following platform: twitter: @secnigeria, facebook: sec@facebookpage. Phone number  094621168, 094621100

 

 

 

Below are some emerging issues for SERVICOM to attend to.

S/N COMPLAINANT ISSUE REMARK RESPONSIBILITY
1. Son of late Customs Officer Adedeji  Kolamodiu Non-payment of death benefit/pension SERVICOM Office to follow up and engage Customs Office and see the Comptroller General N.C

HOPs

Team D

 

 

Mrs Henrietta Okokon

Public Awareness Manager.

Highlight and Matters arising from Episode 117 of the SERVICOM Help Desk Radio Programme.

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The Episode 117 of the SERVICOM help desk Radio programme held on the 6th of October 2020, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna Akajemeli  and  the public Awareness Manager, Mrs Henrietta okokon accompanied by Mr Tony ochelebe  were in the studio to enlighten Nigerians on the importance of effective service delivery.

 

There was however no time for them to talk to Nigerians due to some pressing issues in the studio.

 

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

 

 

 

Mrs Henrietta Okokon

Public Awareness Manager.

Highlight and Matters arising from Episode 116 of the SERVICOM Help Desk Radio Programme.

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The Episode 116 of the SERVICOM help desk Radio programme held on the 29th of September 2020, The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna Akajemeli and the public Awareness Manager, Mrs Henrietta okokon appreciated the Ordinary President and the Brekete family.

We came with the FCT Primary Health Care Board; the NC said that the aim of bringing them is to make sure the services they render touch the lives of the citizens and to create awareness in the sector. Dr Nndaeyo Edward, Acting Executive Secretary of FCT Primary Health Care Board and Mrs Bumi Olowokera, the Nodal officer SERVICOM FCT were in the studio.

Dr. Ndaeyo thanked the Ordinary President for doing a good job by fighting the COVID-19 pandemic and said that primary healthcare is a democracy programme which is healthcare driven for the people, by the people and of the people. Primary healthcare is actually dead because the people are not involved; the FCT is disconnected from the national programme therefore a law was enacted in June 2019 by the President after 30 years to make primary healthcare programme to work, Dr. Nndaeyo added.

The Minister, Mallam Mohammed Musa Bello has approved that the law should start working in the FCT, Dr. Nndaeyo said. We are putting in place leadership and governance structure and system in the FCT and to community and households.

We now have a primary healthcare board that is strong and the Abuja Municipal Area Council Chairman will be the Chairman after the inauguration today in FCT and many grassroots personnel will be members of the committee which will be meeting quarterly and the committee will be registered as a community based organisation, Dr. Nndaeyo further stated

Any organisation like W.H.O and UNICEF will have to go through this organisation in Nigeria to carry out their activities for them to work together.  Dr. Nndaeyo said. Doctors and health workers in communities are to explain the kind of services they render if not, they will be liable in the court of law, primary health care is when the community, partners and equity comes together.

The government now has a law that funds would now come from Federal Government to states and from there to the Clinics directly, he added.

62 primary healthcare facilities, that is one per-ward have already gotten the funds (601,500) accompanied with insurance, you can enter the health facility without paying any money and there is accountability for every fund, he said.

Dr. Ndaeyo further added that, the FCT has 247 health facilities, 6 are without staff while 112 has and can give services, the other 100 has but cannot deliver adequate services therefore  plans are on ground to recruit staff within the next 3 years.

Below is the emerging issue needing SERVICOM’s attention

 

S/N Complainant Issue Remark Responsibility
1. Mrs Labija Amaja Stoppage of her salary from school screening  committee N.C to engage Public Complaints Commission NC

HoPs

Team B
2. L.C Martine’s wife. Arrest of her husband N.C to use SERVICOM method to address the issue NC

HoPs

Team A

 

 

Mrs Henrietta  Okokon

Public Awareness Manager.

Highlight of Episode 111 of the SERVICOM Help Desk Radio Programme

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The Episode 111 of the SERVICOM help desk Radio programme held on the 25th of February 2020 and  had as it guest the Securities and Exchange Commission, (SEC). The National Coordinator /Chief Executive of SERVICOM, Mrs Nnenna Akajemeli in company of the Public Awareness Manager, Mrs Henrietta Okokon and Mr Tony Ochelebe appreciated the Ordinary President and Brekete family for the opportunity given to SERVICOM office.

The representatives of Securities and Exchange Commission, Mrs Ogar Agatha, SERVICOM Nodal Officer and Dr. Timi Agama, HOD, Registration, exchanges and Marketing Information Department took time to inform the public what they do. Dr.Agama said, the investment and securities act 2007 empowers them and section 13 A of the law states that only Securities and Exchange Commission has the power to regulate securities and investment in Nigeria.

‘’For you to do securities and investment business in Nigeria, you must get permission from Securities and Exchange Commission’’, Mr Agama said.  He further stated that if someone doesn’t register the products or business with SEC it may not be correct. When a group of people tells you they will give you a higher percentage after certain period, it’s a red flag and calls for suspicion, it may be a Ponzi or Pyramid scheme.

For you to ask for money from more than 50 people, you must register with Securities and Exchange Commission, Dr Agama said.  There are genuine businesses in Nigeria registered by SEC like Mutual funds or collective investment scheme which professional investors we know will do for you and if they fail, we will arrest and prosecute them,  Dr. Agama  therefore  advised citizens to be careful. You can reach us through this medium he said 094621168, sec@sec.gov.ng .

The National Coordinator intimated  Elder Emma Okoro  that, it’s the issues he raised that is making SERVICOM office  bring Ministries Department and Agencies (MDA’s) to come and tell vulnerable Nigerians what they don’t know and to help the process work better for all of us. The National Coordinator thanked the Ordinary President and told him the congratulatory Anniversary letter SERVICOM wrote is from our heart and how we feel because of the support he has given so far, she added that most Nigerians have become more conscious of service delivery in MDA’s now.

Highlight of Episode 110 of the SERVICOM Help Desk Radio Programme

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The Episode 110 of the SERVICOM help desk Radio programme held on the 18th of February 2020. The National Coordinator/Chief Executive of SERVICOM, Mrs Nnenna Akajemeli appreciated the Ordinary President and the Brekete Family and said they are happy to be in the studio. She thanked those rendering services and said those struggling with services should improve. She thanked those bringing positive energy to service delivery.

The Public Awareness Manager, Mrs Henrietta Okokon spoke on Communication Strategies for SERVICOM Office, “one of our mandates is to heighten citizens’ awareness on quality service delivery in Nigeria. The aim of this strategy is to engage Nigerians across board, we want to ensure we render citizens-centred service delivery to Nigerians and foster a robust collaboration with the Media and the public in other to correct systemic failure in our society”, she said.

She stated that part of SERVICOM’s strategy is the use of Social Media platforms; “our Facebook is now more interactive, we now stream our events live when the National Coordinator attends any function.  We have our Twitter handle, Instagram and our official website. These platforms will engage citizens and strengthen synergy between SERVICOM and it public. We have bulk SMS’s that we send out as at when due for information dissemination so as to get feedbacks for easy reach”.

She further stated that SERVICOM also monitors news and reviews daily Media to see where services have failed and engages Team Leaders to look into the issue and come up with strategies for intervention. “This is how we can curb service failure in Nigeria”. She ended by saying that SERVICOM Office also makes use of the conventional media such as the Brekete Family Radio Programme that has given the office a wider reach, hence making people to commend the National Coordinator and SERVICOM Office for a job well done on this platform and she appreciated the Family.

Mrs. Henrietta intimated her listeners that the National Coordinator will be having special media appearances whenever the office is to have major programmes, events or functions, she will inform Nigerians even through the Brekete Family of upcoming events then give progress reports and updates on success stories of the office. She added that plans are on ground to visit our various MDA’s and use this medium to appeal to them not to be afraid when they are invited to Brekete Family programme; she said the aim of SERVICOM Help Desk Programme is to help them showcase their products and tell Nigerians the kind of services they render.

The visits, Mrs. Henrietta said will create synergy between SERVICOM and MDA’s and serve as a check on their level of compliance to Service Charter by the CEO’s and check their conformity with service excellence, integrity, accountability, efficiency and commitment to service delivery. She added that SERVICOM will be producing Jingles in different Nigerian languages and this will give us wider reach to the grassroots and to create awareness on our mandate for citizens to know their right to demand for quality service.

We will be doing road shows and having town hall meetings in order for people to tell us where services have failed so as to reach out to the MDA’s concerned and brings quality services to them. She read out SERVICOM’s social Media handles and Phone numbers in order to help Citizens reach out to the office.

The National Coordinator responded to the issue of dirty Toilets in the Federal Secretariat and said it has been captured in the 2020 budget and will be fixed as soon as releases start. She stated that SERVICOM will be going round the Federal Secretariat with the Director, Federal Capital Territory Administration’s (FCTA’s) SERVICOM’s Nodal Officer to remove non-functional Wall Clocks.

On the issue of broken down chairs and tables in offices, the National Coordinator said it is a call to do the simple things by removing all broken chairs and tables and, these are quick fixes. She promised to engage with FCTA to make sure all issues concerning the Federal Secretariat is taken care of.

Mr Tony Ochelebe appealed to complainant not to buy recharge cards for staff of the SERVICOM Office before their complaint is treated. The National Coordinator added that all services have been paid for; hence people should not tempt the staff of SERVICOM. Mr Tony gave feedbacks on some complaints resolved by SERVICOM such as the case of Mr Saidu, who was mishandled by  the Nigerian immigration Service, Katsina Command,   Mr Okeke  who complained of delays by Michael Okpara University Umudike in  sending his wife’s transcript to the University of Nigeria and Mr Matthew who complained of none payment of monthly pension by PTAD.

The National Coordinator further talked about flight delays and said she will be engaging with NCAA and FAAN in a retreat to bring a lasting solution to it. She advised citizens that if complaints are unresolved, they should be escalated to SERVICOM so that the phone calls the office gets will not only be complaints but commendations and feedbacks