SERVICOM engages with FCTA top Officials

A Stakeholders’ interaction between SERVICOM and Officials of the Federal Capital Territory Administration (FCTA) has again exposed the top echelon of the  FCTA to the ethics of professional service delivery in the Federal Capital Territory (FCT).

The National Coordinator SERVICOM, Mrs Nnenna Akajemeli in her discourse emphasized the need for teamwork among officers to make the FCT a dream destination for all.

“We must work as a team to be able to achieve our goal of becoming one of the best 20 Federal Capitals in the world”, she said.

Akajemeli further noted that customers’ need should drive formulation of Service Charter and when formulated, information contained in the service charter should be properly displayed to guide customers and service takers.

“It is not enough to formulate and display the service charter for all to see, it is paramount that the outlined services and standards in the Charter are implemented to the letter so that citizens and residents of the FCT can access satisfactory service”,  the National Coordinator said.

Permanent Secretary, Federal Capital Territory Administration (FCTA), Mr. Ohaa Chinyeaka Christian said the Forum was organized to sensitize top management of the FCTA as service delivery is driven from the top.

Participants suggested amongst other things that members of the Labour Union should be part of the SERVICOM Unit of FCTA.

HIGHLIGHT OF EPISODE 24 0F THE SERVICOM HELP DESK RADIO PROGRAMME

The episode 24 of the SERVICOM Help Desk Radio Programme held on 14th August  2018 and was focused on quality customer reception experience and was anchored by  Mall.  Abbas Hamid Abbas, a Deputy Team Lead in the SERVCOM Office.

The National  Coordinator  and Chief Executive Officer of SERVICOM, Mrs. Nnenna  Akajemeli who took time to appreciate Ministries, Department and Agencies (MDAs) for their response to complaints forwarded in the course of the Programme also appreciated the SERVICOM  staff for their numerous efforts in the crusade against service failure.

In his discussion, Abbas said MDAs are to ensure quality customer reception experience through display of clear directional signs for customers, adding that MDAs are to ensure that the summary of their service charter is well displayed, with time frame for all services mentioned to guide customer’s expectations.

He added that MDAs should make provisions for people with special needs so that they can access services with no difficulties, while organisational charts should be displayed for customers to know how to escalate complains when they are not satisfied with the services rendered to them.

The waiting areas in MDAs he said should be made comfortable for customers as they wait to receive service.

The National Coordinator noted that when customers are well received, it adds to their satisfaction level and said the SERVICOM office is ready to train MDAs on customer reception through the SERVICOM Institute.

Highlight of EPISODE 23 OF THE SERVICOM HELP DESK PROGRAMME, 7th August 2018

Episode 23 of the SERVICOM  Help Desk Radio Programme which held on the 7th of August 2018 was focused on Pension matters with officials from  the National Pension Commission (PenCom)  and  Integrated Personnel and Payroll Information System  (IPPIS) under the Office of the Accountant General of the Federation, in attendance.

The National Coordinator and Chief Executive Officer of SERVICOM, Mrs Nnenna  Akajemeli who  expressed appreciation to the entire Brekete family, C.E.O’s and service providers in  Ministries Departments and Agencies (MDAs) said  ‘’ today we are here to enhance engagement  between pension regulators and the citizens, to help the helpless and reduce the plight of retirees”.

The PenCom Head, Contribution and Bond Redemption Department Mr Lana Loyinmi who was accompanied by Mr Aliyu Tijjani, Nodal officer and Head Cooperate Responsibility, explained that PenCom was established after the introduction of the new Contributory Pension Scheme in 2004.

He noted that series of verifications are being conducted in order to get accurate data of retirees and prospective retirees, particularly those who had contributed into the old Defined Benefit Scheme, noting that the new Contributory Pension Scheme is the best thing that has happened to Nigeria.

He further explained that all pension matters pertaining to the old Defined Benefit Pension Scheme are being handled by the Pension Transitional Arrangements Directorate (PTAD) and enjoined citizens with complaints on their Pension matters from 2004 to contact PenCOM Office for assistance and guidance through the PenCom  help desk number 094603930.

The Director IPPIS, Mr. O. Olusegun who explained that IPPIS was introduced in 2007 to standardize and create uniformity in payment of employees, enjoined all government employees to ensure that their Pension PIN numbers are captured under IPPIS for uninterrupted remittance into their retirement savings.

The National Coordinator who expressed appreciation to PenCom and IPPIS assured that representatives of the Pension Transitional Arrangements Directorate (PTAD) will also be brought to the Studio subsequently to address issues relating to retirees who are under the old Pension Scheme.

HIGHLIGHT OF EPISODE 22 OF THE HELP DESK RADIO PROGRAMME

Episode 22 of the SERVICOM Help Desk Programme held on the 31st of July 2018 and top on the day’s discussions were issues  on the plight of retirees in the country who don’t get their benefits as and when due.

This prompted the National Coordinator and Chief Executive Officer of SERVICOM, Mrs. Nnenna Akajemeli to announce that next week, representatives of the Pension Transmission Arrangement Directorate PTAD, Office of the Head of Civil Service of the Federation and the National  Pension Commission, PenCom  would be invited to the studio for constructive engagement with pensioners or their relatives on resolution of their complaints.

This she said is apart from advocacy visits that she would pay  to the Chief Executives of these agencies to look into short term quick fixes that would reduce complaints on pension matters.

She noted that some issues around pension  were as a result of insufficient information,  saying “all of  these concerns would be addressed when we engage with those whose mandate it is to look into pension matters  because there is need to let out  more information to guide workers even before they retire”.

In the course of the programme, the Public Relations Officer of the Nigerian Custom Service (NCS) made a phone call and promised to personally  intervene on the issue of the Widow whose  truck of rice was seized by the Kano command of NCS, the Widow had earlier narrated her last visit to the Headquarters of NCS which she said was unpalatable.

While giving a feed back on SERVICOM ‘s intervention on complaints by service takers, the public Awareness Manager Ms. Patience Musa emphasised the need for service providers to help service takers with  adequate information that would help them assess desired service.

The National Coordinator appreciated the timely response from service providers in the MDAs  on complaints forwarded to them and appealed  for speedy resolution on issues still pending.