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Compliance Evaluation Reports

 

Highlights of SERVICOM Evaluation Reports of Government Agencies

FEDERAL RADIO CORPORATION OF NIGERIA
DEPARTMENT OF EMPLOYMENT AND WAGES
NATIONAL YOUTH SERVICE CORPS (NYSC)
STANDARD ORGANIZATION OF NIGERIA (SON)
NIGERIAN AGRICULTURAL CO-OPERATIVE AND RURAL DEVELOPMENT BANK
NATIONAL TEACHERS INSTITUTE (NTI)

 

 

 

S/No.

Name of MDA

Rating

Major weaknesses

Major strengths

Recommendations

1.

FEDERAL RADIO CORPORATION OF NIGERIA (FRCN)

 

: 2.0 out of 4 (50%).

 

Complaint/grievance redress procedures are not in place at any of the service windows visited.

There are no set standards for waiting times to receive service and subsequent visit at all the service windows

Standards for all major activities and for customer care are not published in all the service windows visited.

Standards for all major activities and for customer care are not published in all the service windows visited.

Business and improvement plans do not exist in all the service windows visited.

 

 

nil

There should be clear written complaint/grievance redress procedures in place so that officers and customer will know exactly what procedure they need to follow

Detail of standards for waiting times and appointments for initial service and subsequent visits to the corporation should be provided and published for use by both staff and customers.

Summary of complaints received and details of action taken as a result of complaints should be published, so as to give the corporation and public alike a view of how efficient and effective the grievance redress mechanism of the organization is.

 

2.

Department of Employment and Wages

(Labour Trade Test) Ministry Of labour and Productivity.

 

 

1.9 out of 4 (47.5%).

 

The reception area is not suitable for customers; convenience facilities are not cleaned and are not in good repair, at all the service windows visited

Results of monitoring are not recorded and analysed

Results of consultation with customers, staff and partners are not recorded, analysed, published for customers and there is no evidence that such comments are being acted upon

Cost and payment procedures are not clearly detailed at all the service windows visited.

 

 

 

 

 

 

There should be adequate reception areas with convenience facilities in all the service windows; this will enhance customer convenience as they wait to receive service.

A system should be  put in place  to monitor waiting time so as to ensure compliance by staff

Result of surveys and consultation with customers, staff and partners should be published. Doing this will make it easier for the organisation to act upon the comments made and also allow the comments to be accessible to members of the public.

Cost and payment procedure should be clearly detailed at all service outlets for the benefit of both the existing and potential customers.

 

 

3.

National Youth Service Corps (NYSC)

 

2.2 out of 4 (55%)

 

 

There are no set standards for customer care in the areas of promptness and speed of response

Standards are not set for waiting time to receive service

Frontline staff do not wear name badges for easy identification

 

 

Standards for customer care should be set in the areas of promptness and speed of response; so that staff delivering the service will be conscious that they have to be prompt in meeting the customers’ needs

Standards should be set for waiting time to receive services; this will enable customers know how long they have to wait or visit the service windows to receive service

All frontline staff should wear name/appointment badges for easy identification; so that customers can identify staff by name in case of service failure.

 

4.

Standards Organization of Nigeria (SON)

 

2.7 out 4 or 68%

Clear directions and signage are not provided in most of the service windows visited

A system does not exist to monitor waiting times.

The organisation has not considered the information                         requirement of the physically challenged customers.

 

Summary of budget and expenditure are not provided in the public domain for the benefit of the public;

 

 

Clear directional signs should be provided in most offices. This will make the service more customers friendly.

A system should be put in place to monitor waiting times. This will enable the organization to assess itself on meeting these standards.

The organisation should published information for the benefit of the physically challenged customers. This will ensure that all customers are treated equally. For instance educational materials could be published in Braille as well as sign language for the blind and deaf customers

 

Summary of budget and expenditure should be published and provided in the public domain for the benefit of the public. This will guarantee efficiency and accountability.

 

 

5.

NIGERIAN AGRICULTURAL CO-OPERATIVE AND RURAL DEVELOPMENT BANK

 

 

2.0 out of 4 (50%)

 

There is no system in place to monitor performance against set standards.

The reception area is not suitable for customer convenience especially at the Kaduna NDA branch office; there are no seats and refreshment facilities

Customers complained of delays in getting services; especially at the Abuja Branch office where depositors spent more than two hours to get service, customers are being attended to by the use of the ledger cards by few staff and this is responsible for incessant delays at the Banking hall.

Cost and payment procedures are not clearly displayed at all service windows, for the benefit of customers

There is no nominated customer relation officer at any of  the Service windows visited

 

 

A clearly defined system to monitor performance against all standards should be put in place; this will promote prompt, good quality and reliable service delivery

There should be adequate reception area with seats and refreshment facilities for customer convenience especially at the Kaduna NDA branch office

The NACRDB should make adequate arrangement to ensure that customers are not delayed at the Banking hall especially at the Garki Branch office.

 

 

A customer relation officer should be appointed by the bank at all the service windows.

 

6.

NATIONAL TEACHERS INSTITUTE (NTI)

 

 

2.01 out of 4 (50.3%)

Complaints are not recorded and analysed for Management decision

Standards are not set for waiting times for initial and subsequent visits

There is no systematic publishing of results of comments made by customers, staff, partners and other stakeholders

Summary of budget, expenditure and audit reports are not provided in the public domain for the benefit of the public

 

There should be a clear, well-publicised and easy to use complaint procedure. This will ensure that customers are encouraged to make comments on any service failure, which could engender improvement. The procedure should in addition provide opportunity for independent review.

Clear directional signs should be provided in most Offices. This will make the service more customers friendly

The Institute should train its frontline staff in customer care policies. This will enhance efficiency and competence of its Officers

The Institute should train its frontline staff in customer care policies. This will enhance efficiency and competence of its Officers

 

 

 
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