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SERVICOM tasks CAC on better services

The National Coordinator SERVICOM, Mrs Nnenna Akajemeli has charged the Corporate Affairs Commission, CAC, to improve its network to ease online applications.

Mrs Akajemeli made the call in Abuja during a presentation of its Compliance Evaluation Reports on the performance of the CAC.

The SERVICOM Coordinator who scored the CAC high, expressed dismay at the attitude of some staff while relating with customers.

The SERVICOM Boss during her presentation highlighted that the purpose of any legitimate government is to serve citizens through the provision of services in Ministries, Department and Agencies MDAswhich would lead to positive changes in the lives.

Mrs. Akajemeli noted that the overall objectives of the SERVICOM Compliance Evaluation is to ensure Citizens Focused Service Delivery in MDAs.

SERVICOM identifies gaps in service delivery and making recommendations to Corporate Affairs Commission (CAC) to improve customer satisfaction and accountability.

The National Coordinator said that the Corporate Affairs Commission (CAC) was chosen for evaluation to access its current state of service delivery. Eighteen (18) State Offices out of the thirty-six (36) State Offices including FCT and the Headquarters were selected for assessment of their compliance with the SERVICOM index.

In the course of the evaluation, service windows evaluated through customer interviews which included Lawyers and accredited consultants, discussions with Management, staff and partners review of CAC key documents, desk research which included websites of CAC www.cac.gov.ng and SERVICOM website www.servicom.gov.ng and general observations.

According her, highlights of evaluators findings were based on areas of strengths and weakness in all the service windows evaluated using the SERVICOM INDEX which is a standard tool provided and approved by the Federal Government as a standardized method for measuring and comparing performance against service standards defined by MDAs.

“SERVICOM Index she said, bordered on 5 major Drivers such as Service Delivery, timeliness, information, professionalism, staff attitude with their criterion to ascertain areas of gaps and proffer solutions that are citizens centered”. Mrs Akajemili stated.

As highlighted in the rating, the National Coordinator said that, service delivery is rated with a 3-star rating and considered Acceptable in Twelve (18) State Offices and the headquarters considered fair in Two (2) State Offices visited.

This means some important aspects and criteria of service delivery are not covered and there is more to be done to satisfy these requirements.

Analyzing the performance chart at the event, Mrs. Akajemeli said, the average performance of each driver in all the evaluated service windows show that the service windows are doing relatively better in staff attitude, followed by professionalism, service delivery and timeliness.

“It is important to note that there is need for deliberate continuous improvement to attain higher rankings of commendable and praiseworthy” she added.

The National Coordinator proffered immediate quick fixes to the Management of CAC to consider both on a medium term and long term basis.

The customer care policy was not displayed in most State’s Offices visited to guide staff on how customers and potential customers are to be treated. ‘Customers interviewed complained that fees charged for the daily search were too high as it was increased from N2,000 to N50,000. ‘They also revealed that the ticketing system of complaints is not effective as complaints are received and they do not get feedback for months, ” she said.

The Registrar General, CAC, Alhaji Garba Abubakar who appreciated SERVICOM for the fair judgment on the Commission, said they will henceforth respond to customers through its call centre.

He gave an assurance that the Commission would address all issues raised by SERVICOM to improve service delivery.

He also made a resolution to establish call centres across it service windows that would make the Commission stand out as one of the leading Agencies that is at par with world best standards and practice.

Reporting by Ibrahim Shuaibu; Editing by Fany Olumoye and Annabel Nwachukwu and Adeniyi Bakare