Service deliver at the Nigerian Electricity Management Services Agency (NEMSA) has been taken a notch higher with the establishment of a SERVICOM Unit in the Agency, National Coordinator SERVICOM,  Mrs Nnenna Akajemeli has said.

Mrs Nnenna Akajemeli  who said this while inaugurating NEMSA’s SERVICOM Unit at the Agency’s corporate Headquarters in Abuja, appreciated Management of the Agency for their commitment towards effective service delivery.

She noted that with more information from NEMSA on their mandate and activities, incidences of fatality and service failure in the power sector will be grossly minimised and consumers of electricity will stop feeling short-changed especially on metres, saying that this would enhance satisfaction of customers.

She enjoined members of the inaugurated SERVICOM Unit to justify the trust reposed on them by their selection and urged them to add value to service delivery improvement in the Agency.

The National Coordinator said the Service Charter of the Agency should be reviewed to reflect standards of all service provided by the Agency, urging that  such document be made available to citizens and clients of the Agency.

The Managing Director of NEMSA, Engr. Peter O. Ewesor said his Agency in line with SERVICOM Principle and Presidential directive on Ease of Doing Business has cut the period of inspecting and certifying new power networks from 14 days to seven days and urged customers to avoid metres without NEMSA seal as their efficiency and safety may not be guaranteed.

“If you see any metre in your premises that does not carry NEMSA seal, that metre has not been tested by NEMSA and so the accuracy and workability of that metre cannot be guaranteed, he said.

Director, Reforms Coordination, Federal Ministry of Power, Works and Housing (Power Sector) charged members of the committee to give in their best as a lot depended on them.


The 17th Episode of the SERVICOM Help Desk Programme which held on 26th June 2018 afforded the Presidential Enabling Business Environment Council (PEBEC) opportunity to shed more light on activities of the Council, following popular request after last Week’s Episode that the Council featured again in the programme.

The National Coordinator in her introductory discourse assured that the SERVICOM Unit and Management representative of the Nigerian Customs  Service will also feature in the SERVICOM Help Desk programme to address service delivery related issues raised in the course of last week’s discussion..

Mr. David Uzosike, Head of Regulatory Cluster, PEBEC, emphasised that the Council was working towards  ensure that ordinary Nigerians were protected in all ramifications, adding that  members of the public with complains on any MDA could go online and lodge such on  “pebec report ”.

He mentioned that registration of business name or Company at the Corporate Affairs Commission had now been simplified and made faster as a result of PEBEC’s interventions.

The National Coordinator encouraged Nigerians to continue to demand  for their right to be served right at service windows, and appealed that complainants who were channelling  complaints on service failure experiences  through the SERVICOM office should do so with utmost sincerity as investigations showed that some complaints were inaccurately presented.

On a complaint shared in the studio on alleged unlawful disengagement from Abubakar Tafawa Balewa University (ATBU)  Bauchi, the National Coordinator promised  to engage with the National Universities  Commission on the issue and advised the complainant to write officially to the SERVICOM Office.

High light of Episode 16 of SERVICOM Help Desk Radio Programme

Episode 16 of SERVICOM Help Desk Radio Programe  held on 19th June 2018 and the focus was on the Federal Government’s efforts at providing conducive business environment in the country, with a Team from the  Presidential Enabling Business Environment Council (PEBEC) as discussant.

The National Coordinator of SERVICOM Mrs Nnenna Akajemeli said SERVICOM works with PEBEC in facilitating and coordinating improved service delivery in Ministries, Departments and  Agencies (MDAs) of Government.

Mr David Uzosike, Head, Regulatory Cluster of PEBEC explained that the Council was set up in July 2016 by President Muhammadu Buhari, to remove bureaucratic constraints to doing business in Nigeria and make the country a progressively easier place to start and grow a business.

He added that the mandate of the Council was to create an enabling environment for businesses and entrench measures and strategies aimed at promoting transparency and efficiency in some key MDAs .

Mr Jude Oboh, Head, Trade Cluster of PEBEC noted that the Nigeria Customs Service is one of the Agencies the Council is working with to ensure ease of doing business in country, and how to make the Ports work effectively especially on processes of bringing products and wares into the country.

He said 24 hours clearance of cargo was now effective at Apapa Port noting that as a result of the council’s intervention, individuals could now clear their goods personally.

According to him,  all complaints, feedbacks on Customs and other Agencies could be channelled to the Council on, info@ or through mobile numbers 08172121622 and 08034021043

People Living with Disability were in the studio to complain about discrimination and stigmatisation by airlines. Commenting on humiliation and suffering faced by the group, the leader called for passage of Disability Bill to ameliorate their plight.

A lady living with disability who was in the studio alleged that she was charged a sum of thirteen thousand naira (N13,500) only by first Nation Airline for alleged care last year. She said she experienced another discriminatory action against her last week by Air Peace Airline where she was almost denied entry to the plane by an hostess until the Pilot intervened.

SERVICOM National Coordinator said SERVICOM will work with relevant agencies to ensure that people with special needs who go to receive services are treated and served right in line with set standards of Agencies..


The 15th episode of the SERVICOM Help Desk Radio Programme which held on  12th  June 2018 was focused on customer safety in the electricity supply chain

and the Managing Director of the Nigerian Electricity Management Services Agency (NEMSA) Engr. Peter O. Ewesor was the guest discussant  for the day.

NEMSA is an Agency under the Ministry of Power, charged with, among others, the responsibility of safeguarding lives and property within Nigerian Electricity Supply Industry in both residential, commercial premises by ensuring that electrical meters and instruments used in the Electricity Supply Industry are of the right type and  classification.

The SERVICOM  National Coordinator and Chief Executive Officer, Mrs Nnenna Akajemeli,  while introducing the day’s discussion appreciated Nigerians for their input to the programme with an assurance that the SERVICOM Office will continue to ensure  engagement between service providers and service takers for enhanced service delivery in government offices.

The Managing Director of NEMSA who decried the rate of fatality from electricity accident  warned citizens to desist from engaging uncertified electricians for their electrical installations, adding that the website of the Agency has a directory of all certified Electricians for the interest of the general public.

He noted that NEMSA carries out investigation to know the cause of  electricity incidents and  also  certifies  pre-paid meters in partnership with Standard Organisation of Nigeria .

“If you want to know if a meter has been inspected you will see NEMSA label on the new meters while old meters will still  have the NEPA stickers”,  he said adding that any meter without these not been inspected and therefore not certified  by the Agency and should be avoided by consumers.

He said the Agency has offices in all state capitals and  enjoined members of the public with complaints to contact the Agency through the following mobile lines 09074479922 or  07068681566


The SERVICOM National Coordinator,  Mrs Nnenna Akajemeli has said that an aspect of citizens’ satisfaction in the power sector is when Nigerians and other service takers know the hours of power suppy they can enjoy in a day.

Mrs Akajemeli said this when she  paid an advocacy visit to the Permanent Secretary of the Power Sector in the Ministry of Works, Power and Housing  Engr. Louis O.N Edozien.

According to her “Letting consumers of power to know how many hours of power supply to be expected every day is key in customer satisfaction and tells that citizens and other consumers of power are at the centre of service delivery efforts of suppliers of power”.

She said the question became necessary at a time when citizens are complaining  complaints that they are paying for darkness are on the increase.

“How many hours’ light should we expect? We need to know how many hours’ light we can use”, she said.

Akajemeli said information dissemination and awareness creation on the processes and procedures of the sector would help power consumers know their obligations and responsibilities.

She appealed to the Ministry to look into the issue of estimated billing and instances where communities are made to contribute money for transformers and other power installations.

Engr. Edozien who explained that  the Ministry is primarily concerned with policy issues in the power sector. noted that many letters of complaint that come to the Ministry are misdirected as they should have been sent to Distribution Companies or  Nigeria Electricity Regulatory Commission (NERC)

“Customers who feel short-changed by the Distribution Companies (DISCOS) could send written complaints to Nigeria Electricity Regulatory Commission (NERC) or attend their Forum which is in every state of the Federation to lodge their complaints”, he said.

He however appealed to customers of  Distribution Companies not to fail in their obligation of paying their bills and protecting electricity facilities.





SERVICOM tasks NSITF on employees’ compensation.

The SERVICOM Office has tasked the Nigeria Social Insurance Trust Fund (NSITF) to deliver on its mandate of providing compensation for employees who suffer injuries or diseases in the course of their employment.

The National Coordinator, SERVICOM, Mrs Nnenna Akajemeli who said this during a courtesy visit to the Director General of the Fund, Barrister Bayo Somefun. noted that employees are internal customers of every organization and should be given some measure of assurance on their safety and wellbeing as this would boost their commitment to serve external customers well.

She further said employees who do well should be rewarded to make for a healthy competition in the work place and commended the DG for existence of a functional SERVICOM Unit at NSITF.

According to her, citizens’ priorities should drive service improvement in Ministries, Departments and Agencies ( MDAs).

The DG of the Fund,  assured that he would give the SERVICOM Unit of the Fund all the needed support for its maximum function in driving service improvement in the organisation, so that services of the Fund truly serve those for whom they are meant.

The NSITF started as a Provident Fund Scheme over fifty years ago. It evolved to Social Insurance Scheme and currently the Employee’s Compensation Scheme.


The 14th episode of the SERVICOM Help Desk Radio Programme which held on 5h June 2018 focused on  Service Delivery as a major determinant of customer satisfaction , a Deputy Team Lead in  SERVICOM Office Mr Adakole Okoche, led the discussion.

In her opening remarks, the National Coordinator of SERVICOM,  Mrs Nnenna Akajemeli appreciated all listeners for the feed-back that have been coming to the office and applauded the response of  Ministries, Departments and Agencies to issues raised from the programme.

Mr Adakole Okoche  in his discussion noted that there are Principles, standards and policies that usually guide the designs, development and deployment of  services by service providers with a view to ensuring that the services desired by service takers in MDAs are  ultimately delivered.

He mentioned such principles to include among others service Standards, performance monitoring, complaints redressal and staff training, drawing examples from high customer facing service windows like the Airports , Road safety and the hospitals.

A caller from Abuja wanted a review of SERVICOM’s strategy of using staff of MDAs to run the Ministerial SERVICOM Units (MSUs) to which the National Coordinator said the SERVICOM Office has workable approach in ensuring that those heading the MSUs are performing as required, noting however that SERVICOM strategies are continuously appraised to ensure effectiveness of the Initiative.

Another caller appreciated the workings of SERVICOM and called for the entrenchment of the Initiative at the Local Government Areas, according to him “We need SERVICOM In the local governments, our offices are not working well”.

The Presenter of the programme suggested a periodic joint stakeholder/Customer Studio forum involving SERVICOM Office, Consumer Protection Council and  National Human Rights Commission, and the SERVICOM boss gave an affirmation to the suggestion.


The 12th episode of SERVICOM Help Desk Radio Programme was on May 23rd   2018 and the discussion was centred on Timeliness as a key driver for service delivery in Ministries, Departments and Agencies (MDAs).

The SERVICOM National Coordinator and Chief Executive Officer Mrs. Nnenna Akajemeli in introducing the discussion for the day noted that some experiences of service failure in MDAs were due to delay in delivering services desired by service takers.

A team Lead in SERVICOM Office Mrs Ladi Daniella Aku, who  explained that Timeliness was one of the Five drivers of customer satisfaction in the service delivery process, said it was the responsibility of service givers to provide services in a timely manner, citing as example timely response to mails, enquiries  and phone calls as well as how long it would take for delivery of a desired service.

She however explained that though  it takes longer for some services to be processed and delivered, it was expected that service providers should explain such to service takers through defined channels of communication, adding that such details should have been captured the their service charters.

On this note she enjoined service takers to always speak out and ask for reasons for delay in the delivery of desired service .

She further explained that timely delivery of service was a strong indicator of efficiency in any organisation and  critical for satisfaction of service takers , and  enjoined MDAs to keep to their standards and delivery service within the time frame they have said they would.