Highlight of Episode 26 of the SERVICOM Help Desk Radio Programme.

Episode 26 of the SERVICOM Help Desk Radio Programme which held on 28th August 2018 featured the Nigerian Immigration Service (NIS) and the Public Relations Officer of the Service, Chief Superintendent Amos Okpu, was in the studio where he talked extensively on key customer facing issues of the Service.

Prior to the discussion of the day, the National Coordinator and Chief Executive Officer of SERVICOM, Mrs  Nnenna  Akajemeli appreciated the Anchor Presenter of the programme, Ahmed Isah and the entire Brekete Familly, she commended Chief Executive Officers  various Ministries, Department and  Agencies for their support and quick interventions on service delivery issues in their MDAs.

The Immigration spokes person, Chief Superintendent Amos, took time to enlighten the public on the processes of accessing the  E-passport platform which he said has made issuing and renewing of passport very easy and convenient to both the service takers and the service providers. “NIS is work in progress’, he said.

He gave the Nigerian Immigration Service website address as www.immigration.gov.ng  and encouraged citizens and other service takers to utilize the online platform explaining however that the Ikoye Passport Office in Lagos State has made provision for off-line registration by non-computer literates.

He emphasized that payment should be made online only saying, “Do not pay money to anybody, follow all instructions on the platform and do your payments online”.

Nigerian Citizens in the diaspora called to ask series of question bordering on passport issuance, renewal, unfair treatment by personnel of the Service and extortion, to which the NIS spokesperson apologized with further explanation on some of the issues raised.

He advised service takers to always ensure that they are dealing with genuine NIS Officers who he said can be identified through their Uniforms with visible name tags. He said Nigerians should not appear vulnerable when they go to receive service as it’s their right to get passport once they pay for it.

He advised passport card holders to handle it properly to avoid problems where some cards are said to be invalid because the  validity of the card might have been compromised by improper handling such as keeping it in damp places, scratching of chip surface etc..

He gave out their social media handle and phone number of NIS as @nigimmigration (twitter) nisservicom@nigerianimmigration.gov.ng (email) and  08119753844 (Phone number).



Episode 25 of the SERVICOM Help Desk Radio Programme which took place on the 21st August 2018 was centred on  the place of the customer in  service delivery.

The SERVICOM National Coordinator and Chief Executive Officer, Mrs. Nnenna Akajemeli while introducing the days discussion noted that in the context of governance, citizens are customers therefore  every Nigerian is a customer to the Nigerian government as well as other foreigners who go to receive one service or the other from the government.

Speaking in the same vein, the SERVICOM Public Awareness Manager, Ms Patience Musa said  the satisfaction of citizens through efficient service delivery is essentially a contractual obligation on government.

She noted that customer satisfaction is the overriding consideration of service Delivery hence measuring customer satisfaction is an important task of the SERVICOM Office as well as promoting service Excellence in public service.

According to her, “extensive research and survey in Nigeria has shown that customer satisfaction is driven by service Delivery; Timeliness, Information, Professionalism and Staff Attitude”.

She explained that SERVICOM works with Ministries, Departments and Agencies (MDAs) to improve customer satisfaction by facilitating the formulation and implementation of  service charters where standards of services are stated with details of redressal mechanism of MDAs also provided.

“To ensure customer satisfaction, service providers must ensure a positive work attitude while attending to customers, respond timely to inquiries and letters, address complaints promptly and treat customer as kings among others”, she said.

The Episode which coincided with the Sallah Celebration was used by the National Coordinator to felicitate with the entire Muslim Ummah at home and abroad on the occasion of the 2018 Ed il Kabir.