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Compliance Evaluation Reports

 

 

 Highlights of SERVICOM Evaluation Reports of Government Agencies

 

 

  • Federal Ministry of Labour & Productivity(Nat. Dir. of Employment)
  • Federal Ministry of Works (FERMA)
  • National Population Commission (Vital Region Dept.)
  • Federal Ministry of Finance (Nigerian Customs Service Export/Import Dept.)
  • Universal Basic Education Commission

 

S/N

GOVT. AGENCY

RATING

MAJOR WEAKNESSES

MAJOR STRENGTHS

RECOMMENDATIONS

1.

FED. MIN. OF LABOUR & PROD.(NAT.DIR. OF EMPLOYMENT)

1.2 OR 30%

 

 

No standard set for waiting time.

No complaints or redress mechanism

No customer feedback

Friendly reception

Information is readily available

A system should be put in place to monitor waiting time

Summary of complaints received over a period of time should be published

Staff should be trained on customer care

There should be clear directional signs

There should be explanation from the Organization when there is service failure

Costs and Payments should be clear and detailed

Customer satisfaction should be tested periodically

Standards should be set for promptness and speed of response to enhance efficiency and higher performance.

2.

FED. MIN. OF WORKS (FERMA)

1.9 OR 47.5%

 

FAIR

Standards are not set for all main services such that performance can be measured.

Standards are not set for the treatment of customers at all service frontlines and this does not promote equal treatment of customers

The SERVICOM Unit in FERMA has no functional office and as such can not perform its statutory functions effectively

There are no adequate facilities at reception area to meet customers needs such as convenience

There is no nominated complaints desk officer. This makes the grievance redress mechanism not easily accessible for customers when services fail

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

Consideration has not been given to the most suitable way of obtaining feedback from consultations with customers and stakeholders

Customer satisfaction survey to test customer’s satisfaction level is not carried out. Absence of a well organised reception area with the name of nominated complaints desk/customer care officer on display

Costs and payment procedures of all services are not clearly displayed at all service frontlines. This makes it difficult for customers to access service.

Frontline staff are not trained on customer care.

 

 

 

 

 

Friendly reception

 

A functional SERVICOM unit with a well equipped office should be established in order to make the unit effective

Standards should be set for all services such that performance can be measured against these standards.

Adequate waiting area should be created for customers with convenience

Standards for waiting times and appointments should be clearly spelt

Adequate consideration should be given to the most suitable way of gathering feedback from customers and stakeholders for reliability and better planning

The costs and payment procedures for all services should be clearly displayed at all service frontlines in form of colourful posters.

Frontline staff should be trained on customer care and complaints handling to ensure all customers are treated with same level of sensitivity

Poor performance should be recognised and reasons for it analysed

 

3.

NAT. POP.COMM.(VITAL REGN.DEPT)

1.7 OR 42.5%

 

FAIR

Clear monitoring standards are not set for all main services to show how the services rendered can be measured

There is no written complaints/grievance redress mechanism.

There are no adequate facilities to meet customers’ needs at the reception area.

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

Consideration has not been given to the most suitable way of obtaining feedback from customers to ensure high level of customer satisfaction

Costs, payment procedures and other requirements for obtaining services are not clearly displayed at all service frontlines.

Frontline staff are not trained on customer care.

 

Customer friendliness

Availability of information

 

Written complaints/grievance redress mechanism should be produced with set time for response to complaints to ensure promptness and speed of response to all customers complaints

Achievement of set standards and performance monitoring should be well recorded and documented to ensure proper planning for service improvement towards meeting the needs and expectations of all customers

Standards for waiting times and appointments should be clearly spelt out

Adequate consideration should be given to the most suitable way of gathering feedback from customers for reliability and better planning

Appointment procedures should be clearly detailed at all service frontlines to forestall the incidence of some customers being given preferential treatment at the expense of others

Frontline staff should be trained on customer care and complaints handling to ensure all customers are treated with same level of sensitivity

 

 

4.

FED. MIN. OF FINANCE(NIG. CUSTOMS SERV – EXPORT/IMPORT DEPT)

1.9 OR 47.5%

 

FAIR

There are no set standards for customer care this implies that the organisation does not give consideration to how best its customers should be served with the utmost level of efficiency

There are no specified time limits for resolution of complaints in all the charters of the service windows

There are no set standards for waiting times for initial and subsequent visits

Services are not given throughout advertised times at the Ikeja cargo area and Apapa wharf offices

Records of complaints are not published for the benefit of the customers.

The information needs of people with physical disabilities or who do not understand english are not taken into consideration at the Apapa and Ikeja service windows

There are cases of Hidden charges to customers at the Apapa Wharf.

There is no Customer Care Policy in place to address the needs of all customers

Staff are not trained on customer care and complaints handling this affects the level of professionalism in service delivery

 

 

Customer friendliness

 

Standards should be set on customer care especially in areas of promptness, reliability and staff treatment of customers

Time limit for response to and resolution of complaints should be clearly stated in the charter to assure customers that their complaints will be treated within a specific time frame

Detailed standard waiting time and appointment procedures should be provided and adequately published at reception areas for use by both the customers and the staff

Results of regular consultations with customers, stakeholders and partners should be analysed, published and displayed at all service frontlines

Information should be provided by various means to customers who have physical disabilities and those who do not speak English

Appropriate measures should be taken to curb incidence of hidden charges  to customers

Staff should be trained on customer care/complaints handling for improved efficiency.

 

 

 

5.

UNIVERSAL BASIC EDUCATION COMMISSION

1.9 OR 47.5%

 

FAIR

Absence of functional complaints/grievance redress mechanism, a complaints desk and clearly identifiable officer in-charge.

No clear signposts and directions leading to the service windows and within most offices

Standards are not set for customer care

Standards set for waiting times for initial and subsequent visits to receive services are not documented.

Customers are not actively encouraged to make comments on the services of UBEC

All frontline staff do not wear name badges

No customer care policy is produced and publicised

 

 

Flow of information between service provider and service taker

Customer friendliness

 

Clear signposts and directional signs that are strategically located should be put in place.

Standards set for main areas of activity of UBEC should be documented in the charter

Standards should be set for customer care.

Standard for waiting times for initial and subsequent visits to receive service should be documented

All frontline staff should wear name badges

Information should be provided in Braille and in other common Nigerian languages.

The conveniences should be renovated

 

 
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