The SERVICOM Presidency Office has presented the Post SERVICOM Compliance Evaluation Reports to the Management of the Federal Airports Authority of Nigeria (FAAN). This presentation ceremony was held at the FAAN Headquarters in Lagos during the course of the week.
During the Presentation briefing, the Head of Operations SERVICOM, Mrs. Ngozi Akinbodewa who represented the Acting National Coordinator SERVICOM PRESIDENCY Office, Mr. Anthony Olugbenga Oshin, said that the report highlights the post evaluation exercises carried out in Seven different Airports across Nigeria.
The overall objective of the SERVICOM Compliance Evaluation she said, is to ensure citizen-focused Service Delivery across Ministries, Departments, and Agencies (MDAs).
The specific objectives of this exercise is geared towards identifying gaps in service delivery, provide actionable recommendations, and conduct post-evaluation reviews to assess the extent to which the 2018 recommendations of the evaluated Airports of Federal Airports Authority of Nigeria (FAAN) have been implemented, ultimately driving improvements in customer satisfaction and institutional accountability.
She stated that the methodology utilized by the SERVICOM Office was to carry out a post evaluation of the Federal Airports Authority of Nigeria (FAAN), that was chosen for evaluation in 2018 to assess its state of service delivery nationwide.
Akinbodewa further explained that, seven (7) locations including the Headquarters of the Authority were evaluated in March 2018 for assessment of their compliance with the SERVICOM Index. Thus, in July, 2025 Post SERVICOM Compliance Evaluation were conducted to assess the status of implementation from 2018 recommendations to Federal Airports Authority of Nigeria (FAAN).
In her briefing, she stated that evidence gathered at the service windows evaluated was carried out through facilities inspection and observations to measure the level of compliance to set standards.
According to her ,we used the SERVICOM index to measure standards based on the five (5) key drivers as approved by FEC to measure standards of FAAN and proffer improvements Plan. These Key Drivers she highlighted, as follows: Service delivery, Timeliness, Information, Professionalism, Staff Attitude.
SERVICOM thereafter, proffered some of the quick fixes for improvements in some of the Airports aforementioned for speedy implementation. The following were proffered for FAAN Management for urgent implementations such as, the repair and maintenance of the Owerri Airport cooling system. Stating that, prompt action needs to be taken to ensure improved ventilation, enhance passengers comfort during peak travel periods.
The SERVICOM Office, also advised the Management to expedite the purchase of Co-buses in all pending locations, specifically, Lagos, Port Harcourt, and Owerri. This will ensure efficient passenger movement between terminals and Aircraft stands.
FAAN Management she said, should hasten the installation of travellators and avio-bridges at the Abuja Airport for improved access to service by all categories of passengers and airport users.
There is dire need for an overhaul reorganization of the Lagos Cargo Terminal at
International Airport for effective, efficient and seamless service to customers, she added.
SERVICOM Office further advised FAAN Management, to hasten the installations/repair of the Travellators at both Lagos and Abuja International wings to ease movement of passengers especially those with reduced mobility.
FAAN Management should prioritize the installation of double-view X-ray baggage scanners at the domestic wing of Nnamdi Azikiwe International Airport, she advised.
“It is our belief that FAAN would ensure continuous improvement on the quality of services delivered to its customers when the recommendations contained in this report are fully implemented”, she added.
She concluded that, SERVICOM Presidency would as a critical partner would work in collaboration with FAAN in actualizing a continuous improvement on the quality of services delivered to the passengers and stakeholders.
In her response the Managing Director/ Chief Executive, Federal Airports Authority of Nigeria (FAAN), Mrs. Olubunmi Kuku, represented by Dr. Lukman Eniola, Director Human Resources and Administration, said that, the Authority is happy with the audit and visibility of the Service Charter Evaluation and scorecard carried out between year 2018 – 2025 by the SERVICOM Presidency Office.
Dr. Lukman, stated that FAAN Management lead by Mrs Olubunmi Kuku, has already considered structural pillars to improve our services, through strategic innovations, infrastructural security, workforce experience and Personnel Management Systems (PMS), which has enabled the Authority to access and evaluate our facilities nationwide.
FAAN is developing SMART Airports in 22 Airports in Nigeria for citizens, in line with world best practice with the support of Mr. President, Minister and the Managing Director / CE FAAN to attain these feats, he explained.
We promise to take the evaluation reports seriously and improve on areas needed for maintenance and installations as required by SERVICOM, in a transparent and efficient manner in order to ease travelling experiences of Nigerian citizens nationwide.
Signed
Henrietta Okokon
Assistant Director Information/ Public Relations
SERVICOM Presidency
20/9/2025
