Thursday, August 11 2022

By Innocent Odoh, Abuja

Nigerian Communications Commission (NCC) Executive Vice President Professor Umar Garba Danbatta said harnessing the potential of information and communication technologies (ICTs) to automate service delivery should be the key 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, which began on December 1, 2021 at the Communications and Digital Economy Complex. , Mbora, Abuja.

According to a statement released yesterday by the Commission, the retreat, which focused on “Monitoring and Reporting on Charter Performance,” was aimed at improving monitoring of the implementation of the NCC Customer Service Charter, at to identify gaps, as well as to measure and evaluate the progress of service delivery 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 people of Nigeria to ensure that services are provided in a courteous, timely manner. and efficient. .

Speaking at the event, in the presence of NCC staff, Adinde said NCC was living up to expectations as one of the public institutions that continued to implement the Service Charter with all of 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 of SERVICOM in its journey towards service delivery and excellence, and invited participants to recall this fact in Professor Danbatta’s passion and commitment to ensure that suppliers of Telecommunications services provide optimal services to various categories of stakeholders. .

“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. As Nigeria started this journey with the example of REMITA, which has brought a lot of efficiency and transparency in the remittances by the public and government ministries, departments and agencies (MDAs), ”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 one can find in the public sector as public servants, and that ‘they are rooted in a good work ethic 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 the 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, the National Coordinator / General Director of SERVICOM, Nnenna Akajemili, in her remarks at the event, congratulated CNC for its contribution to the culture of effective communication between the Commission and its various stakeholders for a better 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 12.45 percent 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, services to added value (VAS) and short codes, in order to strengthen the synergy between 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.

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