The SERVICOM Office, Presidency has reiterated its commitment to building an accountable, responsive, and performance-driven public service by calling on Ministries, Departments, and Agencies (MDAs) to consistently place citizens at the center of their operations.
This charge was delivered by the Acting National Coordinator and Chief Executive Officer of the SERVICOM Office, Mrs. Helen Lawal, during her opening remarks at the Second Quarter Charter Performance Reporting Breakfast Meeting. The engagement commenced on Monday, 20th July, 2026, at the Conference Room of the SERVICOM Head Office in Abuja.
Addressing Nodal Officers alongside the staff of Ministerial Service Units (MSUs) and Parastatal Service Units (PSUs), Mrs. Lawal emphasised that “this quarterly engagement serves as a critical platform for promoting transparency, accountability, and continuous improvement across all government institutions”, and that “public institutions have a fundamental responsibility to place citizens at the center of everything they do”. She noted that Nigerians rightfully expected services that are timely, accessible, transparent, courteous, and efficient. She highlighted that the Service Charter remained the government’s public promise to the citizenry.
She further explained that the Second Quarter evaluation focused heavily on four critical result areas designed to measure institutional effectiveness namely: work plan implementation, charter performance, customer satisfaction surveys and robust complaint handling mechanisms. Consequently, Mrs. Lawal urged participating MDAs to approach their performance presentations with sincerity and openness. She encouraged them to “view the exercise not merely as a regulatory requirement, but also as a valuable opportunity for constructive dialogue, mutual learning, and the exchange of best practices”.
While warmly commending the dedication of the MSUs and PSUs for driving those service initiatives within their respective organisations, the SERVICOM Chief explicitly reminded them that institutional performance had a direct impact on public trust. She concluded by noting that “together they can build stronger institutions, deepen public trust, and ensure that every citizen receives the quality of service they rightfully deserve” before formally declaring the meeting open.
Following the opening remarks, the National Open University of Nigeria (NOUN) presented its report through the institution’s SERVICOM Nodal Officer, Mrs. Foluke Adeniran. She stated that “the university recorded significant progress in implementing its second-quarter work plan by strengthening complaint management, monitoring examination conduct across Abuja study centres, updating its online Service Charter, and carrying out facility inspections”.
Mrs. Adeniran reported that the university completed 85 percent of its planned activities during the quarter, while 15 percent was pending. Out of 11,105 complaints received during the period, NOUN successfully resolved 9,885—representing about 89 percent—with 83 percent of those resolved complaints addressed within the stipulated 10-day timeline.
She further revealed that NOUN also conducted a survey on students’ awareness of mandatory practical requirements, which revealed that many students rarely consulted the student handbook. To address this, she recommended the introduction of a practical progress tracker on the student portal to help students monitor outstanding requirements.
Similarly, the Tertiary Education Trust Fund (TETFUND) Nodal Officer, Dr. Ebere Nwobu stated that her agency had intensified awareness campaigns on its Service Charter and strengthened its monitoring of frontline service departments. She noted that the agency organised capacity-building programmes, committee retreats, and regular stakeholder engagements during the quarter.
According to her, “TETFUND also sustained its routine quality assurance activities including visitor management, file tracking, attendance monitoring, customer feedback collection and staff performance recognition”. She added that the agency “maintained a 100 percent performance rating in vetting and approving eligible intervention projects”, emphasising that “continuous staff training had contributed significantly to improved service delivery”.
The meeting also featured presentations by several other MDAs including National Health Insurance Authority, National Insurance Commission, Federal Ministry of Justice, National Emergency Management Agency, Federal Ministry of Housing and Urban Development, Nigeria Revenue Service and Legal Aid Council of Nigeria among others; with emphasis on their respective achievements, challenges, and forward-looking strategies for improving service delivery in line with SERVICOM’s core mandate.
Aderemi Ajibola Adelabu anipr
Public Awareness Manager (PAM)
SERVICOM Office, Presidency
20th July, 2026.
