S/No. | Govt. Agency | Rating | Major Weakness | Major Strength | Recommendations |
1 | Nigerian Postal Service | 2.3(57.5%): Commendable | • Absence of standard for all main services provided by the organization
• No set standards for monitoring parcels and lost mails
• No records are kept for complains
• No clear directional signages
• Costs are high and not displayed. | Nil | • NIPOST management should set standards for all main services
• Functional redress mechanism should be established
• Cost of available services should be displayed at all service windows reflect customer’s concerns. |
2 | Federal Road Safety Commission | 1.5(37.5%): Fair | • There is no clear complain redress mechanism
• Poor coordination of payment for licenses (done at banks) and production of license (done in the office)
• Poor performance not explained
• Cost of services and fines not displayed at service outlets
• There is hidden cost for services rendered
• No customer care policy. | Nil | • FRSC should encourage location of payment points within the premises
• Complain redress mechanism should be developed and implemented
• Explanation should be given for delays and poor performance
• Cost of all services should be displayed in all service outlets
• The organization should endeavor to create a customer care policy
• Adequate convenience facilities for customers should be provided
• Organogram should be displaced at all service windows in order to equip customers with proper information on the component of the organization. |
3 | Corporate Affairs Commission (Federal Ministry Of Commerce) | 2.9 out of 4(72.5%): Praiseworthy | • Summary of budget, expenditure and audit reports are not made available
• The customer relations officer is not identifiable to customers
• Charges for services are high
• Organograms are not displayed at the office
• Complains received and details of action taken are not published. | Nil | • CAC should consider the inputs from stakeholders in determining cost
• Staff should use name tags to distinguish them from customers
• The Complain redress mechanism should be reviewed to allow for communication with customers
• Staff should be given refresher/update training, so that they are fully equipped to perform their duties. |
4 | Council Of Legal Education (Nigeria Law School) | 1.4 out of 4 (35%):Fair | • Costs of services are too high and students do not enjoy all services paid for
• Provision of some services was inadequate and did not meet the needs of the customers
• No accurate and comprehensive information on the services available
• No customer care officer or redress mechanism
• No business and service improvement plans. | | • There should be documentation of standards for all services provided
• Alternative payment method that would consider the poor should be developed
• Alternative power supply and water reservoir should be provided
• Regular consultation and interaction with students should be encourage
• A customer care policy should be developed and implemented
• Performance targets should be documented and business/service improvement developed
• Organizational chart should be displayed at every service window. |
5 | The Passport Office (Federal Ministry Of Internal Affairs) | 1.7 out of 4(42.5%): Fair | • There were no set standards to monitor performance
• Facilities in the waiting room do not meet customer needs
• No established customer feed back mechanism
• No information on the cost of services, requirements and procedure for acquiring a passport
• No record of business and development plans by the passport office. | | • Standards should be set to monitor performance
• The reception and waiting area should be made conducive
• Management should establish complaints desks
• All requirements for acquiring a passport and all fees payable should be published to promote transparency
• There should set standard for visiting time to discourage touting. |
6 | Commercial Law Department (Federal Ministry Of Commerce) | 1.6 out of 4 (40%): Fair | • Set waiting time and services are not provided throughout advertised time for instance, closing ahead of set time
• On information, there was no regular consultation with customers
• Staff do not wear name tags
• Staff do not have required training to handle customer care and such do not fit into their roles/responsibility
• Organizational charts are not displayed at service outlets
• Services provided have hidden costs
• Poor staff attitude
• No customer care policy
• Waiting areas were inadequate and there was no consideration for physically challenged and mentally impaired customers. | | • Standards should be set for waiting time
• Systematic consultation with customers should take place on regular basis in order to use the feedback from the consultation to improve service delivery
• They should be no hidden cost
• Staff should be given customer care training to improve their performance
• Management may consider opening zonal offices to ease the problem of customers having to travel to Abuja for either registration of trade mark or patent and designs. |
7 | The Nigeria Police Force | 0.6 out of 4(16%): Shameful | • There were no standards set for waiting times
• Services are not provided promptly
• There is no systematic consultation with customers and feedback is not encouraged
• Staffs do not treat customers with sensitivity and the organization does not have a customer care policy
• Staff do not adhere to payment procedure and there are hidden costs for services
• Summary of complains received and actions taken are not published
• There are bureaucratic obstacles in accessing service and off-duty staffs are frequently seen loitering and hanging around their station. | | • Standards should be set for waiting times to reduce unnecessary delays and there should be prompt provision of service to minimize delays to instill confidence in members of the public
• There should be systematic consultation with customers
• Every police station should have a SERVICOM nodal officer.
• The police should adhere to payment procedures (where necessary) and they should avoid hidden cost
• Services should be provided in accordance to advertised times
• Stickers and posters should be placed at strategic places to notify the public that bail especially is free
• Frontline staff should wear name tags
• Organizational charts should be displayed at service outlets to improve information on hierarchy
• There should also be adequate training for staff
• To enhance transparency, summary of complaints received and actions taken should be published regularly. |
8 | Asokoro General Hospital (Federal Capital Territory Administration) | 1.9 out of 4(47.5): Fair | • No provision for the needs of physically impaired customers
• No set standards for main service provided by the organization.
• Results of consultation with customers are not recorded
• Appointment procedures are not detailed at service outlets and summary of budget, expenditure and audit reports are not provided in the public domain for the benefit of customers. | • Customer friendliness. | • Performance should be monitored and honest explanation provided for service failure
• Detailed standards for waiting times and appointments for initial and subsequent visits should to the hospital should be provided for all customers
• Summary of budget, expenditure and audit reports should be provided in the public domain for the benefit of customers. |
9 | National Hospital: Out- Patient Department(Office Of The Secretary To The Governemnt Of The Federation) | 1.8 OUT OF 4(45%): Fair | • Set standards where available are not met
• Existing complains procedure is not structured and managed to address the complaints of customers
• Services have high charges
• Poor staff attitude
• Services are not adapted to suit the needs of customers
• No arrangement is made for the needs of special customers. | • Reception experience. | • Documentation for set standards and targets to monitor performance should be provided, regularly reversed and raised
• The hospital should encourage consultation with customers to address the issue of high charges
• There should be set standards for waiting times
• Staff should be trained on customer care
• Summary of budget, expenses and audit reports should be provided in the public domain
• Services should be adopted for the benefit of those with special needs
• There should be a clearly identified customer relations officer. |
10 | National Examination Council (Neco) (Fedreral Ministry Of Education) | 2.1 out of 4(52.5%): Commendable | • Summary of complains received over a certain period of time are not published
• Full range of services are not located in one p[lace but scattered all over Minna, no customer care policy
• Staffs do not receive adequate training. | • Functional complains and grievance redress mechanism. | • Summary of complains received over a certain period should be published to enable customers know that their complains are received and handled
• There should be a system in place to monitor waiting times
• Full range of services should be located in one place for easy access and convenience of customers
• The organization should develop a customer care policy and staff should be training on customer care
• Standards should be set for promptness and speed of response to enhance efficiency and higher performance. |
11 | Jamb Admission And Matriculation Board (Jamb)( Federal Ministry Of Education) | 2.4 OUT OF 4 (60%): Commendable | • No set standards for waiting time
• The organization has not planned and implemented customer surveys
• Complains and redress mechanism has no time limit for response. | • Customer friendliness. | • There should be systematic publications of results of customer comments on quality of service
• There should be time limit for handling complaints
• JAMB should provide a customer care policy and training should be provided for the staff on customer care. |
12 | West African Examination Council (Waec) (Federal Ministry Of Education) | 1.5 OUT OF 4 (40%): Fair | • No time set to receive initial service and subsequent visits for the customers
• Summary of complaints received over time are not published
• No adequate customer care training
• Poor staff attitude
• Complaints and redress mechanisms have no time limit for response. | • Availability of information. | • Set standard for waiting time
• Complaints and redress mechanism should have a time limit for response
• Business/service improvement plans should be developed. |
13 | National Pensions Commission (Pencom) | 2.1 OUT OF 4(52.5%): Commendable | • Complain handling is inadequate
• No set standards for waiting time
• No charter for PENCOM
• No defined area for reception. | • Customer friendliness. | • Develop and publish a charter
• Appoint and train a customer care officer
• Robust customer care policy should be developed. |
14 | Motorpol/ Motor Traffic Division (Mtd) Maitama, Abuja (Ministry Of Police Affairs) | 0.9 OUT OF 4 (22.5%): Shameful | • No local charter
• No established customer complaints redress mechanism
• There are hidden costs for services rendered
• No customer care policy. | • Customer friendliness. | • Charter should be developed
• A functional complain redress mechanism should be established
• There should be regular consultation with customers
• List of traffic offences and their charges should be published. |
15 | Directorate Of Road Traffic Service (Vio), Abuja And Kaduna Stae Road Traffic Services. | 1.8 out of 4(45 %): Fair | • No established complaints redress mechanism
• Hidden cost for services
• No customer satisfaction survey
• No customer care policy
• Payment procedure not clear. | | • A fully functional Complaints/GRM Desk Officer should be nominated
• Set standard for visiting time
• Customer satisfaction surveys should be conducted
• Customer care policy should be developed. |
16 | Pension And Records Office (Head Of Service Of The Federation) | 1.4 out of 4(35%): Fair | • No set standards to monitor performance
• No proper documentation and no computerisation
• No established forum for consultation
• Insufficient training for staff. | • Customer friendliness. | • Standards for monitoring performance should be put in place
• Functional complain redress mechanism should be developed and implemented
• Office should be made better accessible to old retired civil servants. |
17 | Power Holding Company Of Nigeria (Federal Ministry Of Power And Steel) | 1.0 out of 4(25%): Shameful | • Cost of payment procedures are not clearly displayed
• Customers do not see PHCN an efficient organisation
• Staff don’t offer explanation for delays
• There are hidden costs for services rendered
• Inadequate records of complains. | • Reception experience and information. | • Cost and payment procedure should be clearly detailed and displayed
• Staff should receive training on customer care
• Staff should be friendly and polite
• Customers should be told of foreseen interruption to service and explanation made.
• A complaint procedure should be in put in place. |
18 | Ahmadu Bello University Of Teaching Hospital, Zaria (Federal Ministires Of Health) | 2.1 OUT OF 4(52.5%): Commendable | • Poor performance is not explained
• No set standards for waiting time
• Consultation with customers not recorded
• Cost and payment procedures not displayed. | • Customer friendliness | • Honest explanation should be given for delays
• Standards for monitoring should be set
• Cost and payment procedures should be displayed. |
19 | The Federal Medical Centre, Keffi (Federal Ministry Of Health) | 1.5 OUT OF 4(37.5%): Fair | • systems are not in place to monitor performance
• consultation with customers do not take place
• cost are not displayed at service outlets
• no customer survey | • Efficiency | • System should be put in place to monitor performance
• Cost and payment procedure should be clearly detailed
• Explanation should be given for delays. |
Reports 
