Mrs Nnenna Akajemeli unveiling SERVICOM Charter with management staff of NERC in Abuja
The National Coordinator CEO SERVICOM, Mrs. Nnenna Akajemeli has called for stronger institionalization of service delivery processes to be entrenched for sustainability of the service delivery initiatives of the Federal Government service wide.
This call was made during the inauguration of the Parastatal SERVICOM Committee and service charter launch of the Nigerian Electricity Regulatory Commission (NERC) in Abuja.
Mrs. Nnenna Akajemeli in her opening remarks commended the Management of NERC for the evident support to the process of institionalizing customer focus service delivery in line with the mandate and standards of NERC.
The National Coordinator explained that Service Charters in MDAs are strategic documents that communicates promises and commitments of services provided by an organization to its customers.
She noted that it is important to give the service charter adequate publicity as this would communicate to staff obligations as such as customers’ expectations and their demand to be served right.
SERVICOM Boss said service charter promotes the quality of contact between service providers (NERC) and service takers (Citizens) or the lack of it.
According to he, SERVICOM is the Customer Service Arm of Government that seeks to provide solutions to service delivery gaps in public sector.
She called on all hands to be on deck to foster collaborations among both local (Internal Departments and Units) and global (States and Zonal Offices) as SERVICOM Committee towards ensuring more citizens focused service delivery across the country.
SERVICOM Boss called for more engagements with key stake holders such as Electricity consumers, Generation Companies, Transmission Company of Nigeria and Distribution Companies to ensure seamless services to consumers.
Mrs. Akajemeli pointed out the core functions of the Parastatal SERVICOM Committee (PSC), as spear heading the commissions strategy for improvements of service delivery through SERVICOM Compliance e.g. response to faults with repayments for meter with 24hours.
She advised the Commission to manage the Commissions Customer Relations Policy including providing opportunities for customer feedback on services e.g. complaints resolution through the DISCO customer compliant Unit (CCU) or the forum.
Mrs. Akajemeli advised the Management on short terms plans for service improvements that would lead to rapid improvements e.g. articulated issues for service improvements that can be passed to staff in circular after each PSC.
She called on the Management of the Commission to lead the service improvement process by giving full support for the committee and also carry out capacity building for the committee to drive the service delivery initiative (CSD) by the SERVICOM Institute.
SERVICOM Boss noted that the SERVICOM Institute would intensify regular training and retraining on service delivery was needed by staff with perquisite knowledge, skills and attitude for optimal performance.
Public Awareness Manager of SERVICOM, Mrs Henrietta Okokon in a statement says the Service Charter would give a sense of direction for the Commission’s mandate to be broken down into measurable service standards for transparency and accountability.
In a remarks, the Chairman of the Nigerian Electricity Regulatory Commission (NERC), Engineer Sanusi Garba, said that the Commission was committed to ensuring efficient service delivery to the Nigerian citizens.
He maintained that collaboration with the SERVICOM National Office to drive improvements in the electricity sector that is citizens- centered and that would guarantee customers satisfaction service wide
Writing by Adeniyi Bakare