The National Information Technology Development Agency (NITDA) has launched the 6th Edition of its Service Charter today, 24th June 2026, in Abuja. The event marked another milestone in NITDA’s continuous commitment to strengthening transparency, accountability, and excellence in service delivery to citizens, businesses, government institutions, and other stakeholders across Nigeria’s digital ecosystem.
Speaking at the launch, the Acting National Coordinator/CEO of SERVICOM Office, Mrs. Helen Lawal, commended NITDA for unveiling the reviewed Charter and acknowledged the support and encouragement given by the Director General/CEO to the Agency’s SERVICOM Unit. She stated that the occasion represented a significant step towards service improvement. According to her, “the true test of the Charter lies not in its launch but in its implementation, which will determine how well NITDA is positioned to improve services for key stakeholders including Indigenous IT Companies, Ministries, Departments and Agencies, Civil Society and the Media”.
Mrs. Lawal explained that the reviewed Charter highlighted NITDA’s mandate into measurable service standards, thereby enhancing transparency and accountability. She cited specific commitments such as domain name registration within one working day, IT project clearance within 10 workdays, and indigenous IT company and service provider registration within 48 hours. She described the Charter as a public covenant that enshrined trust between service providers and service takers, and emphasized that SERVICOM, as the customer service arm of government in MDAs, was focused on the quality of contact between NITDA and its stakeholders.
She further urged NITDA to give the Service Charter adequate publicity to communicate both staff obligations and customer expectations. According to Mrs. Lawal, “wide publicity through flex banners, flyers, pamphlets and the Agency’s website is critical, alongside training and sensitization of SERVICOM Unit members and frontline staff on the concept and their roles”. She also called for proper delegation of powers to enable staff discharge responsibilities with efficiency, effectiveness and timeliness. She also recommended regular tracking, measurement and reporting of performance data on key services to the highest body of the Agency.
In his remark, the Director General/CEO of NITDA, Mr. Kashifu Inuwa Abdullahi CCIE, represented by the Director of Corporate Planning & Strategy, Dr. Dimie Shively Warowei, stated that the 6th Edition of the Service Charter outlined “the Agency’s commitment to providing citizens, businesses, government institutions and other stakeholders with clear information on its three core services, delivery standards, timelines and responsibilities”. He reaffirmed that as the agency responsible for developing and regulating Information Technology in Nigeria, NITDA recognized that effective service delivery was essential to building trust, promoting innovation and accelerating the growth of the digital economy. He stressed that “the Charter reflects continuous efforts to improve processes and ensure services remain efficient, accessible, responsive and aligned with Nigeria’s digital ecosystem”.
The Director General/CEO further noted that the launch was beyond the unveiling of a document, maintaining that it demonstrated NITDA’s resolution to ensure that every engagement with the Agency created value and contributed meaningfully to Nigeria’s digital transformation journey. On behalf of Management and Staff, he reaffirmed NITDA’s dedication to upholding the principles embedded in the Charter, adding that the Agency remained committed to fostering and deploying innovative solutions that would support reliable world-class services for the advancement of Nigeria’s digital economy.
Earlier in her welcome address, the NITDA Nodal Officer/Deputy Director Reform Coordination and Service Improvement Unit, Mrs. Tariundu Ndoni, described the Service Charter as “NITDA’s promise and a structured guide on the services and standards offered by the Agency which will serve as a bridge between NITDA and its stakeholders, promoting clarity, openness and improved understanding of processes”. She stated that the launch was the result of extensive reviews of service policies, guidelines and processes based on lessons learned, customers’ feedback and enhanced automation.
The Nodal Officer commended the Director General for continually challenging and empowering staff to deliver quality service. She gave special appreciation to Heads of Departments, Heads of Units and the frontline staff of the three core services captured in the Charter namely IT Project Clearance, Indigenous IT Company and Service Provider Registration, and Domain Name Services, whose hard work and dedication made the production of the 6th edition possible. She also disclosed that NITDA’s 2024 to 2025 Service Charter Performance Reports revealed a sustained operational efficiency of 100% Service Success Rate, 100% Average Response Time, and a customer experience of 90% Customer Satisfaction Index.
In her closing remarks, Mrs. Helen Lawal charged NITDA Management to sustain the support for the SERVICOM Unit by ensuring that service delivery gaps were rectified, recommendations implemented, reported upon, published and reviewed for continuous improvement of services. She appreciated the Director General and his Management Team for the support shown to the SERVICOM Unit and encouraged sustained ownership of the initiative. She concluded that the SERVICOM Office believed that if the service standards stated in the Charter were implemented, monitored and performance was reported, the Agency would be repositioned to function optimally and ensure that all customers were served right.
The management team and staff of the agency were in attendance to witness the launch and unveiling of the 6th edition of the NITDA Service Charter.
Aderemi Ajibola Adelabu
Public Awareness Manager (PAM)
SERVICOM Presidency
24th June, 2026
