The SERVICOM Presidency office has partnered with the World Bank to integrate and sustain an E- grievance mechanism platform that is fully automated to cut across Ministries Departments and Agencies (MDAS).
This platform initiative was unveiled recently, during a briefing by the World Bank on the progress reports to have SERVICOM man a system that is fully sustained by the Agency.
The Project Coordinator Mr, Siakpere in his briefing, stated that, the idea behind the initiative is to lay a foundation whereby SERVICOM would build and operationalize a system that would become a tool to manage their customers and for business purposes across board.
The set objectives of this initiative he said, is having all MDAs projects with the Bank domiciled in SERVICOM, that would make such projects more sustainable and accountable to the people and the Government in Nigeria.
The project would be an integrated National Grievance Mechanism Hub domiciled in SERVICOM with a view to digitize GRM platform seamlessly. This Hub according to the Project Coordinator would have principles and guidelines, with set standards that are conformable and will align with the World Bank standards.
He explained further that, a charter would be added to the guideline which will be part of SERVICOM routine schedules and un-boarded to MDAs so that at the end of the day, every MDA would be accountable to SERVICOM in all its service delivery initiatives.
When fully operationalized it would be a better way of streamlining and improving service delivery initiatives in Ministries Departments and Agencies (MDAs), he added.
In his response the Acting National Coordinator, Mr. Anthony Oshin, represented by the Head of Administration, Mrs. Helen Lawal, commended the World Bank Team for this laudable initiative that would be domiciled in the SERVICOM Office for all Ministries Departments and Agencies to key into for seamless management of grievance redress mechanism service wide.
She emphasised that, “it is our belief that the SERVICOM Office, would continue to monitor and evaluate the quality of services delivered to their customers in MDAs from the various service windows through the Grievance Redress Mechanism platform that would entrench the culture of service excellence service wide”.
SERVICOM Presidency would as critical partners work in collaboration with all MDAs in actualizing continuous improvement on the quality of services delivered to the Nigerian citizens in accordance with her mandate, she said.
Signed
Henrietta Okokon
Assistant Director Information/Public Relations
SERVICOM Presidency
20th September, 2025
