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.