Abuja: The Service Compact with All Nigerians (SERVICOM) has urged Ministries, Departments, and Agencies (MDAs) to strengthen accountability, transparency, and citizen-centred service delivery through effective implementation of its service charters. The Acting National Coordinator of SERVICOM, Mrs. Helen Lawal, made the call at the Second Quarter Charter Performance Reporting Breakfast Meeting with SERVICOM Nodal Officers from MDAs in Abuja.
According to News Agency of Nigeria, the SERVICOM quarterly performance review provides an opportunity for MDAs to assess their achievements, share experiences, identify challenges, and adopt innovative approaches to improve public service delivery. Lawal explained that the meeting focused on four key performance areas: work plan implementation, charter performance, customer satisfaction surveys, and complaint handling. These indicators are essential for measuring institutional effectiveness, responsiveness, and compliance with service standards.
‘As public institutions, we have a responsibility to place citizens at the centre of everything we do. Nigerians expect services that are timely, accessible, transparent, courteous, and efficient,’ she said. The SERVICOM boss described the Service Charter as the government’s public commitment to citizens, while customer satisfaction surveys and complaint management systems remained critical tools for assessing performance and driving continuous improvement.
She urged participating MDAs to present their reports with sincerity and openness, stressing that constructive dialogue and the exchange of best practices would enhance institutional performance. She commended SERVICOM Management Service Units and Departmental SERVICOM Units for advancing the Federal Government’s vision of a responsive, accountable, and performance-driven public service.
Presenting the National Open University of Nigeria (NOUN)’s report, the institution’s SERVICOM Nodal Officer, Mrs. Foluke Adeniran, said the university recorded significant progress in implementing its second quarter work plan. Adeniran highlighted that the university had strengthened its complaint management, monitored examination conduct across Abuja study centres, updated its online Service Charter, and carried out facility inspections. She reported that the university completed 85 per cent of its planned activities during the quarter, while 15 per cent remained pending.
NOUN received 11,105 complaints during the period, resolving 9,885, representing about 89 per cent, with 83 per cent of the resolved complaints addressed within the stipulated 10-day timeline. According to Adeniran, the institution also conducted a survey on students’ awareness of mandatory practical requirements, revealing that many students rarely consulted the student handbook. She recommended introducing a practical progress tracker on the student portal to help students monitor outstanding practical requirements and identified inadequate funding and ageing infrastructure as major challenges facing the institution.
Additionally, Mr. Kayode Olawuyi of the National Health Insurance Authority (NHIA) reported significant progress in implementing its one-hour referral code policy, which had improved service delivery across hospitals and received positive feedback from healthcare providers and enrollees. He noted that NHIA strengthened monitoring of health facilities and Health Maintenance Organisations (HMOs), while customer satisfaction surveys and complaint management remained central to improving services.
NHIA received 492 complaints during the quarter and resolved 471, with 91 per cent addressed within the stipulated timeline. Olawuyi also reported improved staff attitude following personnel redeployment at enrolment centres, and the deployment of solar-powered facilities had reduced delays caused by power outages. He added that the authority planned to expand its complaint channels by introducing WhatsApp in addition to existing telephone and physical complaint platforms.
Similarly, Mrs. Ebere Nwobu of the Tertiary Education Trust Fund (TETFund) noted that the agency intensified awareness campaigns on its Service Charter and strengthened monitoring of frontline service departments. Nwobu mentioned that the agency organised capacity-building programmes, committee retreats, and regular stakeholder engagement during the quarter. TETFund sustained routine activities, including customer feedback collection, visitor management, file tracking, attendance monitoring, and staff performance recognition. The agency maintained 100 per cent performance in vetting and approving eligible intervention projects, while continuous staff training contributed to improved service delivery.
The meeting also featured presentations by several MDAs highlighting achievements, challenges, and strategies for improving service delivery in line with SERVICOM’s mandate.