HIGHLIGHT OF EPISODE 8 OF SERVICOM HELP DESK RADIO PROGRAME

The SERVICOM National Coordinator, Mrs. Nnenna  Akajemeli  led the  discussion of the 8th episode of  SERVICOM Help Desk Radio Programme on  April 24th 2018. She reiterated the essence of the programme which is  to help connect service takers with service providers for satisfactory services and  said any service taker that is not satisfied with the service rendered to him or her in any government office has the obligation to first seek redress in the particular MDA concerned, explaining that the SERVICOM Office could also be reached.

She said since the SERVICOM help desk Radio Progarmme bagan, complaints had been received by the Office and  had been appropriately directed to the concerned offices for redressal. She said SERVICOM was following up on all the complaints to ensure that they are fully resolved to the satisfaction of the complainants.

She cited an  instance where SERVICOM had facilitated in the resolution of a NHIS related complaint by Mr. Ugochukwu Nwanro, whose son has now been enrolled into the scheme. She also mentioned a complaint by Mr. Hassan Yusuf over omission from monthly pension from Oct. 2017 to March 2018 where SERVICOM followed up on the case and the complainant has now been included amongst those to be paid this month end.

The National Coordinator said a complaint by Mr. Adekaa Isaac over delays in payment of outstanding benefit of his late father by Unity Bank was being handled by Department of Banking Supervision in the CBN and the feed-back was being awaited.

A complainant in the Studio who had issues with First Bank Plc over non-issuance of ATM card and withdrawals from her account from unknown persons, was asked to write to SERVICOM for necessary intervention.

The National Coordinator said that as a result of series of complaints relating to National Identify Cards which have been raised in the programme, the Head of Corporate Affairs of the National Identity Management Commission (NIMC) Mr Ogbonaya Loveday and the Nodal Officer of NIMC’s Ministerial SERVICOM Unit, Mrs. Habiba Shuaibu have been invited to address key customer facing issues that are peculiar to their Service Delivery processes and systems for citizens’ benefit and satisfaction.

 

The Head of Corporate Affairs at NIMC took time to explain the procedure and processes of the Commission in meeting its mandate and assured Nigerians with complaints of non-issuance of National Identity card that the Commission was working assiduously to clear the huge backlog and would gradually cover every enrolee.

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 PROGRAME

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 mentioned the  ranking of SERVICOM Evaluations scores to include 5 Star Service which is Praiseworthy; 4 Star Service, Commendable; 3 Star Service, Acceptable; 2 Star Service, Fair; 1 Star Service, Poor and 0 Star Service which is Shameful.

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 5 OF SERVICOM HELP DESK RADIO PROGRAME

The National Coordinator and Chief Executive Officer SERVICOM, Mrs Nnenna Akajemeli  was the key discussant for the 5th Episode of the radio programme which held on April 3rd, 2018 and the focus for discussion was Concept of SERVICOM and the Public Servants as Service Providers.

The National Coordinator emphasized that Public Servants are guided in their day to day running of public offices by certain work ethics, standards and values for satisfactory delivery of services to citizens and the general public.

 

She said the SERVICOM office engages with service givers to remind them of those factors that enable them to treat customers as kings adding that little things such as courtesies, prompt reply to mails and enquiries, good reception area, transparency in delivering service all add up to customer satisfaction.

She expressed satisfaction with the outcome of SERVICOM help Desk Radio programme as members of the public were becoming more enlightened about SERVICOM, adding that complaints received from the public through the programme are being forwarded to the concerned Ministries, Departments and Agencies (MDAs) for appropriate redressal.

The Public Awareness Manager Ms. Patience Musa noted that the ultimate purpose of any legitimate Government is to serve citizens through the provision of services in MDAs in order to make positive changes in the lives and situation of the citizens.

She noted that all rights and obligations by both service takers and service givers in any public organization are contained in the service charter of such an organization and encouraged the general public to look out for this charter as it will guide their expectations of satisfactory service.

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.