SERVICOM awards FAAN, others for good performance

In furtherance of its commitment to see a Nigeria where government services serve the people, the SERVICOM Office has awarded Federal Airports Authority of Nigeria (FAAN) and other Ministries Department and Agencies (MDAs) for distinguishing themselves in the area of customer focused service delivery.

Speaking during the awards ceremony, the National Coordinator SERVICOM, Mrs. Nnenna Akajemeli said the awards were to appreciate MDAs that have done very well and to encourage a healthy competition in the service.

“We want to specially appreciate you for your promptness in attending to complaints and we encourage you to keep at it for the betterment of our nation”, she said.

The awards which came in two categories distributed amongst the four teams in the Operations Unit of SERVICOM had National Pension Commission (PENCOM) as the best Ministerial SERVICOM Unit (MSU) under the purview of Team A, Federal Airports Authority of Nigeria (FAAN) as best MSU from Team B, Federal Road Safety Corps won the best MSU in Team C and State House came tops in Team D.

In the second category, Mrs. Gertrude Orji, Nodal Officer, Federal Ministry of Agriculture and Rural Development received the award as best Nodal Officer under Team A. Mrs. Ebele Okoye of FAAN got the award in Team B; Mr. Joel Dagwa of FRSC came tops in Team C while Mr. Augustus Ogueri of State House was the best from Team D.

Mrs. Ebele Okoye went home as the overall best performing Nodal Officer of 2018 while Mr. Ambrose Ofurunma of Nigeria Airspace Management Authority (NAMA) also got an award as the early bird to encourage punctuality.

In an interview with the press, Mrs. Okoye encouraged her colleagues to keep serving as their own day of recognition would certainly come.

SERVICOM leads by example, rewards staff

In keeping with its advice to Ministries, Departments and Agencies (MDAs) of the Federal Government to reward officers who do well on their jobs, the SERVICOM Office has bestowed awards on some of its staff.

Speaking during the awards ceremony, the National Coordinator, SERVICOM, Mrs. Nnenna Akajemeli said the ceremony was to reflect on how staff fared in the course of the year and to encourage healthy competition in coming years.

“This is a time to reflect how we have fared as members of staff of SERVICOM and individually during the year and build on what we have done well and do better where we have not done so well”, she said.

The National Coordinator further said it was important for the office to be exemplary by practising what it preaches.

The awards which came in different categories had Mr. Ben Olofu of Team A as the best staff of 2018 from that Team. Mrs. Nneka Oleh won the same award in Team B, Mrs. Ternenge Nyipira from Team C and Mrs. Ngozi Akimbodewa went home with that of Team D.

Others are Mrs. Chinyere Nwabua of the Administrative Unit, Mr. Gbenga Oloke of the SERVICOM Institute, Funmilayo Oladimeji of Account Unit, Gambo Yunusa of Drivers Unit, Nneoma Daberechi Aneke of the Office of the National Coordinator and Tony Ochelebe of Public Awareness Unit. While the overall best staff of the year for the Operations Unit went to Team Leader A, Mrs. Ladi Daniella Aku.

She congratulated the Awardees and said the office looked forward to their continuous hard work and commitment to the Service Delivery Initiative of the Federal Government.

Mrs. Aku on behalf of the awardees thanked the SERVICOM family for their cooperation in making the job of the awardees easy for them dedicated the awards to all staff.


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.




The SERVICOM Office has taken its campaign on improved service delivery to the Headquarters of the Economic and Financial Crimes Commission (EFCC).where the National Coordinator Mrs. Nnenna Akajemeli has advocated for strengthening of the Ministerial SERVICOM Unit of the Commission.

“We are here to solicit for the Strengthening of the EFCC SERVICOM Unit so that service delivery matters and customer facing issues can be dully prioritised by the Commission”, the National Coordinator said.

She called for reactivation of the EFCC SERVICOM Committee where SERVICOM representation in each state Office of the Commission will meet periodically to discuss service delivery issues and strategize on ways of making the Unit more impactful and effective.

She noted that SERVICOM is a critical partner of EFCC in sanitizing the country of corruption, to allow for better development of the country and realization of the essence of Government.

EFCC Ag. Chairman Mallam Ibrahim Magu who appreciated the visit of the SERVICOM Team was emphatic that the fight against corruption is a mandate by God to every Nigerian.

“Corruption is the greatest violation on Human Right so all hands must be on deck in this fight or else God will ask us what we did to fight it”. He said.

He assured that more support would be given to the SERVICOM Unit of the commission and charged the EFCC Nodal Officer to brief him of their activities of the Unit from to time.

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.

SERVICOM Evaluates services of Seven Airports as Fair.

As part of its mandate to assess the quality of services delivered by Ministries, Departments and Agencies to citizens and other service takers in the country, the SERVICOM Office has evaluated and graded the services of seven airports in the country as Fair.

The Seven Airports evaluated include Murtala Muhammed Airport, Lagos, Nnamdi Azikiwe Airport, Abuja and Ilorin International Airport. Others are Aminu Kano Airport, Kano, Sam Mbakwe Airport, Owerri, Maiduguri International Airport and Port Harcourt International Airport.

The National Coordinator SERVICOM, Mrs. Nnenna Akajemeli while presenting the report to Director General (DG) of the Federal Airports Authority of Nigeria (FAAN), Engr, Saleh Dunoma and General Managers of the seven (7) evaluated Airports encouraged the Agency to improve on its services to make service experience pleasant for air passengers as well as other stakeholders in the aviation industry.

She noted that as gateways into the country, the Airports should operate within high standards, even as she mentioned identified common weaknesses amongst the evaluated airports to include frequent flight cancellations, flight delays, inaudible flight announcements owing to exaggerated phonetics and touting around the airports.

Mrs. Akajemeli said there was need to find a way around flight cancellations, flight delays, issues around customers’ rights and missing or destroyed items in the airports, adding that security around the Airports should be strengthened to safeguard against human trafficking of any sort.

She called on FAAN management to call for a meeting with all security Agencies in the Airports on best way forward in synergizing efforts towards ensuring safety and adherence to regulations in the airport environment, such that would promote efficient and effective and customer-focused  service delivery.

While appreciating the evaluation by the SERVICOM Team, the DG who was represented by the Director Airport Operations, Captain Rabiu Yadudu said “I want to commend SERVICOM for working behind the scene to improve services of FAAN I assure you that Management will look into all areas of identified weaknesses in the evaluated Airports”.

He disclosed that henceforth there would be a comprehensive daily data collation on all flight delays and cancellations to ascertain which airline had done well at the end of every month and which had done badly, so as to put pressure on those found wanting to improve on their services to Nigerians.

He assured that industry standards would be upheld continuously in all Airports and charged Airport Managers on the need to put in more efforts in driving excellent service delivery.

He also promised that FANN management would look into standardization of all personnel and Agencies posted to work in the Airports in line with regulations in the industry and international best practices.


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 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.