In a bid to strengthen institutional partnerships and upgrade service delivery frameworks across government agencies, the Acting National Coordinator and Chief Executive Officer of SERVICOM, Mrs. Helen Lawal, paid an official courtesy visit to the Headquarters of the Nigerian Electricity Management Services Agency (NEMSA) in Abuja on Tuesday, 9th September, 2026. The visit was aimed at repositioning NEMSA’s internal SERVICOM structures to better serve the Nigerian public and ensure that public service delivery remains aligned with international best practices.
Delivering the keynote address, Mrs. Lawal underscored that the ultimate measure of good governance lied in the quality, timeliness, and accountability of public services provided to citizens. She emphasized that because public sector interactions directly shape the public’s perception of government, continuous service improvement was a vital duty rather than an option. Highlighting NEMSA’s critical mandate, she stated that “achieving quality service delivery is not a choice for the agency and that the lives of citizens must be touched through services such as the inspection of electrical facilities, the certification of contractors, and ensuring that electrical materials and equipment meet the highest safety and quality standards.”
During the engagement, Mrs. Lawal provided a policy brief and pointed out that SERVICOM’s core mandate since its establishment in 2004 was to coordinate Ministries, Departments, and Agencies (MDAs) in formulating and implementing functional Service Charters. She urged NEMSA to “review, launch, and widely publicise its Service Charter which remained a strategic operational tool outlining measurable turnarounds, such as certification of electrical installations and issuance of competency certificates within specified timeline.”
Presenting the agency’s performance from the 2025 SERVICOM Scorecard, Mrs. Lawal commended NEMSA for achieving an impressive performance score of 80.79 percent, praising the agency’s proactive Nodal Officer, consistent monitoring across state offices, and responsive complaints resolution channel. To build on these gains, she proposed a strategic roadmap for improvement, advocating for dedicated budgetary support for NEMSA’s SERVICOM Unit, joint monitoring visits to outstations, quarterly committee meetings, and sustained staff training through the SERVICOM Institute. She also encouraged the agency to participate in the upcoming 2026 Customer Service Week in October under the theme “GOING THE EXTRA MILE” as a platform to recognise outstanding staff.
In her concluding remarks, Mrs. Lawal reaffirmed SERVICOM’s commitment to collaborating with NEMSA to “ensure all electricity consumers and stakeholders across Nigeria are treated with dignity,” declaring that “all operational efforts must ensure customers are served right as kings.”
In his response, the Managing Director/CEO of NEMSA Eng. Olusegun Adesayo, who was decorated as a SERVICOM Champion, commended the Acting National Coordinator and her team for the visit and promised to continue to collaborate with SERVICOM on the areas highlighted. He assured the visiting team that his office was committed to ensuring that all service delivery initiates of the organisation were carried out subject to availability of funds.
The visit, which had in attendance Executive Directors and representatives from across Department and units, ended with mutual commitments from both leadership teams to deepen strategic collaboration for enhanced electrical safety and consumer satisfaction nationwide.
Aderemi Ajibola Adelabu, anipr
Public Awareness Manager
SERVICOM Office, Presidency
Abuja, Nigeria
9th September, 2026
