December 08 (THEWILL) – Nigerian Communications Commission (NCC) Executive Vice President Professor Umar Garba Danbatta said harnessing the potential of information and communication technology (ICT) to automate communication Service delivery is expected to be the next frontier of excellent service delivery to Nigerians by public institutions.
Danbatta made this claim in a goodwill message presented on his behalf by NCC Director of Public Affairs Dr Ikechukwu Adinde at the opening ceremony of a three-day SERVICOM retreat that began on the 1st. December 2021, at the Center for Communications and the Digital Economy. Complex, Mbora, Abuja.
The retreat, on the theme “Monitoring and Reporting on Charter Performance”, aimed to monitor the implementation of the NCC Customer Service Charter, identify gaps, measure and assess progress. the provision of services to the Commission.
SERVICOM, an acronym derived from Service Compact With All Nigerians, refers to a special social contract between the Federal Government through its institutions (ministries, departments and agencies) and the Nigerian people which ensures that services are provided in a courteous, timely manner. and efficient.
Speaking at the event, in the presence of NCC staff, Adinde said the NCC was living up to its expectations as one of the public institutions that continued to implement the Service Charter. with all its different stakeholders. The public affairs director said the digital economy dynamic of the federal government should mean more services are delivered to the Nigerian people online and in a more efficient manner, in line with SERVICOM’s philosophy.
He said that the NCC is an important partner for SERVICOM on its journey towards excellent service delivery.
“Therefore, from our perspective as the regulator of the digital ecosystem in Nigeria, we believe that service automation should be the next step in service delivery. So we started this journey with the example of REMITA, which brought a lot of efficiency and transparency in the remittances by the public and the ministries, departments and agencies (MDA) of the government, ”said Adinde.
Regarding the implementation of the NCC Charter for SERVICOM, Adinde said that the NCC boasts of one of the best and brightest minds in the public sector as public servants, rooted in good work ethics and a good culture. “Our staff are renowned for their warmth and kindness when dealing with internal and external stakeholders. They work as a team on the principle of achieving specific measurable, achievable, realistic and time-bound (SMART) objectives of the Commission, ”he said.
Adinde also listed the roles of the Commission in working with other MDAs in various ways, in order to achieve the government’s political goals on many fronts. He also highlighted a number of Commission Corporate Social Responsibility (CSR) projects implemented individually or in conjunction with other MDAs with a view to achieving the government’s goal of better serving citizens.
As a further demonstration of the duty that the NCC owes to telecommunications consumers, whose interests are to be protected under the Nigerian Communications Act (NCA), 2003, Adinde said that the NCC established the Office of Consumer Affairs in September 2001, to ensure consumer protection through policy development and monitoring. , advocacy, as well as information and education of all shades of stakeholders.
“As a result, NCC is one of the few MDAs that has a dedicated toll-free number, designed specifically for escalating issues between telecommunications service providers and consumers. We also continuously monitor Quality of Service (QoS), ensuring that service delivery issues fall within acceptable Key Performance Indicators (KPIs), ”said Adinde.
Meanwhile, SERVICOM National Coordinator / General Manager Nnena Akajemili, in her remarks at the event, praised NCC for its contribution to cultivating effective communication and improving service delivery.
Akajemili acknowledged the NCC’s commitment to facilitate core business, while saying that the Commission has significantly improved in performing its core regulatory functions. Akajemili also observed that NCC went the extra mile in engaging its stakeholders as well as creating an affinity between itself and its stakeholders.
Akajemili said she was particularly pleased with NCC’s 11.94% contribution to the country’s gross domestic product (GDP), according to the National Bureau of Statistics (NBS) report for the third quarter of 2021.
However, the Director General of SERVICOM urged the Commission to maintain and extend its collaboration with other ministries, departments and agencies (MDA) in particular in the field of data management, CSR, value services. added (VAS) and short codes, to improve synergy among MDAs.
Bashir Bello, Head of Legislative and Government Relations, NCC and SERVICOM Nodal Officer at the Commission, said SERVICOM, as a service delivery initiative, requires everyone to do their best to achieve desired goals. He underlined the role of support, education and management commitment in improving and consolidating the various SERVICOM interventions that had been initiated.
The event brought together SERVICOM team leaders, departmental liaison officers within the NCC, SERVICOM rapporteurs and other Commission staff.