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Highlights of SERVICOM of Government Agencies

Nigerian Postal Service
Federal Road Safety Commission
Corporate Affairs Commission (Federal Ministry of Commerce)
Council Of Legal Education (Nigeria Law School)
The Passport Office
Commercial Law Department
The Nigeria Police Force
Asokoro General Hospital
National Hospital: Out- Patient Department
National Examination Council (Neco) (Fedreral Ministry Of Education)
Jamb Admission And Matriculation Board (Jamb)( Federal Ministry Of Education)
West African Examination Council (Waec) (Federal Ministry Of Education)
National Pensions Commission (Pencom)
Motorpol/ Motor Traffic Division (Mtd) Maitama, Abuja (Ministry Of Police Affairs)
Directorate Of Road Traffic Service (Vio), Abuja And Kaduna Stae Road Traffic Services
Pension And Records Office (Head Of Service Of The Federation
Power Holding Company Of Nigeria (Federal Ministry Of Power And Steel)
Ahmadu Bello University Of Teaching Hospital, Zaria (Federal Ministires Of Health)
The Federal Medical Centre, Keffi (Federal Ministry Of Health)

 

 

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.

 
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