EPISODE 35 OF THE SERVICOM HELP DESK RADIO PROGRAMME.

Episode 35 of the SERVICOM Help Desk Radio Programme held on 23rd October 2018 and featured a Team form the Independent National Electoral Commission (INEC) as guests to enlighten the general public on service delivery issues in the Commission and voters’ participation in the 2019 general elections in the country.

The National Coordinator and Chief Executive of SERVICOM, Mrs Nnenna  Akajemeli  appreciated the partnership between SERVICOM Office and the Brekete Family, saying that the partnership has continued to yield results with increased constructive engagement between service takers and service providers in the Ministries, Departments and Agencies of Government through which many complaints have been resolved.

The SERVICOM Nodal officer for INEC Mrs. Olaide Okongai noted that the citizens have to be 18yrs of age before you can vote and advised those whose names do not appear on the voters register despite having been registered to send a text to 08171646879. She also gave the website address of the commission as www.inecnigeria.org

Deputy Director Publicity for INEC, Mr. Aliyu Bello emphasized the importance of the Permanent Voter Card (P.V.C) and urged citizens to protect it, explaining however that the continues voters registration ended on August 31st 2018, to allow for adequate preparation ahead of the fourth coming election.

“When a card (PVC) is missing, burnt or stolen, visit our various centres and lodge a complaint, if a card is faded our machines can still read it”, he said.

Mr. Aliyu who explained that voters are considered very important on any election day, urged all bonafide voters to come out in mass with their P.V.Cs to get accredited and cast their vote, assuring that the delay in taking election materials to various centres will drastically reduce in the 2019 election,  “every vote will count”, he further reassured.

The Anchor of the Programme, Ahmad Isah, suggested to INEC to collaborate with NCC for a short code so that citizens can reach them easily in case of any issue, he also raised concern over inability of Prisoners to cast vote to which the INEC Team noted as welcome feedback that would come to bear in future innovations.

SERVICOM OFFICE TO PARTNER PCC FOR TIMELY RESOLUTION OF COMPLAINTS

The SERVICOM Office has expressed desire to partner with Public Complaint Commission (P.C.C) for timely resolutions to complaints on administrative injustice and executive recklessness.

National Coordinator/CEO, SERVICOM, Mrs Nnenna Akajemeli expressed this during an advocacy visit to the National Headquarters of P.C.C in Abuja. “We would like to have a partnership that responds timely to complaints” she said.

She emphasized the need for the reconstitution of the Ministerial SERVICOM Unit (MSU) of the Commission to sustain and drive Service Improvement

She further noted the need for the Commission to conduct self-assessment survey to ascertain level of improvement based on standards as stated in the service charter.

“We will train staff appointed to the SERVICOM Unit to enable them carry out this survey”, she offered.

The Hon. Chief Commissioner, P.C.C, Barr. Chille Igbawua who stated that a collaboration of his Commission with SERVICOM is imperative said SERVICOM Office is very important in Nigeria.

“The Service Pact between the government and the people of Nigeria has always there. SERVICOM Office has come to bridge the knowledge gap about service charter”, he said.

SERVICOM takes advocacy to FERMA.

A recent advocacy visit by the SERVICOM Office to the Federal Road Maintenance Agency (FERMA), has re-invigorated the FERMA SERVICOM Unit, as the National Coordinator SERVICOM, Mrs. Nnenna Akajemeli appealed for more management support to the Unit from the Managing Director Engr. N.A Rafindadi

The visit coincided with a one-day sensitization/orientation workshop for management and staff of FERMA which was organized by the SERVICOM Unit of the Agency.

SERVICOM National Coordinator delivered a lecture at the workshop on the link between the Ease of Doing Business Executive Order 1 and the Service Charter of MDAs.

SERVICOM Focal Officer in FERMA, Mr Leslie Chijioke who said the workshop was aimed at sensitising management and staff of the Core Values of SERVICOM for improved service delivery in the Agency,

He used the occasion to enumerate the challenges of a Unit, noting however that the present management led by Engr. Rafindadi has fully supported the SERVICOM Unit and for the first time, they now have a budget.

Topics  such as “Work Ethics”,  “Relevance of service Charter in FERMA”, and “Customer Service Excellence” were presented respectively by Mrs Ladi Aku, Mrs Ijeoma Ugochuku and Mr. Adakole Okoche of the SERVICOM Office.

At the end of the lecture, the participants who were visibly excited asked series of questions where they needed clarification and answers where given by the various lecturers.

 

 

HIGHLIGHT OF EPISODE 34 OF THE SERVICOM HELP DESK RADIO PROGRAMME

Episode 34 of the SERVICOM Help Desk Radio programme held on the 16th October 2018 and  featured a Deputy Team Leader in the SERVICOM Office,  Mrs..Stella  Benson  who enlightened the public on how to handle difficult customers for effective  service  delivery.

The National Coordinator and Chief Executive Officer of SERVICOM, Mrs Nnenna  Akajemeli in her introductory comments, appreciated both service takers and service givers for their inputs that have kept the programme going with recorded impacts.

Mrs. Stella Benson noted in her discussion that customers are citizens that go to MDAs to get services, adding that there are two major types of customers which are internal and external. She said internal customers are the staff of any particular organisation while the external customers are the general public who come in different shapes, sizes, religion and culture to receive service from MDAs.

Explaining further she said “difficult customers are inevitable in any service window and it is duty of service givers to know how to handle them, It is important we treat them well and help them overcome their state of anxiety or fear”.

“Difficult customers are the ones that are difficult to please; they like to bend the rules. Service providers in MDAs should listen to such customers, empathize with them, use words like sorry and please and assure them  that their complaint will be resolved”, She said.

Mrs Benson noted that there are also challenges when customers do not follow processes and laid down rules, and appealed to MDAs to employ multiple means of communicating useful information to customers such as sign languages for the deaf and making announcements in local dialect for customers who are not too lettered.

“Customers like to know when their complaint can be solved, when their correspondence will be attended to, they would also be happy when there are directional signs to guide them in office premises”, she added.

HIGHLIGHT EPISODE 33 OF THE SERVICOM HELP DESK RADIO PROGRAMME

Episode 33 of the SERVICOM Help Desk Radio Programme held on 9th October 2018 and was  focused on the National Agency for the Prohibition of Trafficking in Persons (NAPTIP) with major discussion  on issues bordering on human Trafficking.

The National Coordinator of SERVICOM, Mrs. Nnenna Akajemmeli while introducing the discussion for the day, noted that the SERVICOM Office has been able to constructively engage service providers and service takers through the SERVICOM Help Desk, a development that has caused many citizens to appreciate Government Agencies.

The Director Public Enlightenment  who led the NAPTIP Team said the Agency was established  to fight against human trafficking, child labour, battering ,forced labour, and sexual violence.

Reacting on allegation of rampant trafficking of young girls through Abuja and Lagos Airports to other countries like Saudi Arabia, a Director from NAPTIP said the Agency was constrained in extending its operations in the Airports and Borders by the law establishing it.

He explained however that arrangements had reached advanced stage between the Agency and Management of the Federal Aviation Authority of Nigeria (FAAN) to allow NAPTIP establish Desks in Airports for surveillance, adding that a Memo was before the Federal Government for a review of NAPTIP Act, to expand its scope to Airports among others.

He said NAPTIP’s advocacy to the Minister of Labour has stopped the issuance of certificate to some recruitment Agents that carry out questionable employment for jobs abroad.

He said as an Agency NAPTIP had Zero tolerance for staff involvement in aiding and abetting human trafficking and disclosed that  6 NAPTIP officers were recently dismissed from service for compromising on their duties.

The SERVICOM National Coordinator appreciated the Director General of  NAPTIP for endorsing te participation of her Agency in the Radio Programme and said this was an outcome of an Advocacy Visit to her by the SERVICOM Office

HIGHLIGHT EPISODE 32 OF THE SERVICOM HELP DESK RADIO PROGRAMME..

Episode 32 of the SERVICOM Help Desk Radio Programme held on 2nd October 2018 where Mrs. Nnenna  Akajemeli,  SERVICOM National Coordinator and Chief Executive used the occasion of the Customer Service Week which commenced  that day to wish all citizens well.

She called on organisations in both private and public sector, to remember that the customer is king and should be treated as such, saying “ As the 2018 Customer Service week commences today, I want to use this medium to enjoin all  service providers to prioritize customer care in order  to delight their customers at all times and ensure excellent service delivery”.

She appreciated the Chief Executive Officer and Founder of the Brekete Radio Programme as well as the entire Brekete Family for making the SERVICOM Help Desk Radio Program a success.

EPISODE 31 OF THE HELP DESK RADIO PROGRAMME..

Episode 31 of the SERVICOM Help Desk Radio Programme held on 25th September 2018 where the National Coordinator and Chief Executive of SERVICOM, Mrs. Nnenna  Akajemeli,  appreciated the Secretary to the Government of the Federation  Boss Mustapha, Permanent  Secretary, General Service Office in the OSGF, Chief Executive Officers of Ministries, Departments and Agencies (MDAs), Management and Staff of the SERVICOM Office for their respective efforts on the success of the Programme.

The discussion of the day was on Customer obligation in Service Delivery,  which was handled by a Duty Team Lead in the SERVICOM Office Mrs. Ngozi  Akinbodewa.

Mrs. Akinbodewa said in access services, customers have obligations to meet which may include monetary payments, filling or signing of some documents, ,providing information etc. She noted that it was the responsibility of service providers to inform customers of such obligations.

She explained that such obligations are to be spelt out in service charter of MDAs so that customers can prepare ahead of their visit to service windows, adding that information was an important aspect of service delivery.

Mrs. Akinbodewa reminded citizens that they had the right to challenge service failure and to demand to be served right, adding that ministerial SERVICOM Units are in all MDAs to ensure that services are satisfactorily delivered.

The National Coordinator further lent her voice to the need for service takers to  ensure that they fulfill their own obligation as required so they can access services.

The Public Awareness Manager Miss Patience Musa gave some update on some complaints of service failure that have been resolved following the intervention of SERVICOM Office.