The Acting National Coordinator and Chief Executive Officer of the SERVICOM Office, Presidency, Mrs. Helen Lawal, has commended Ministries, Departments, and Agencies (MDAs) for their unwavering dedication to public service delivery. Speaking at the opening of the 3rd Quarter Charter Performance Reporting Breakfast Meeting, which runs from 26th to 30th October, 2026, Mrs. Lawal who was represented by the Head of Operations, Mrs. Ngozi Akinbodewa, lauded Nodal Officers as the vital engine driving service quality across government institutions.
Addressing attendees, including Team Leaders and their deputies, the Council of Nodal Officers, SERVICOM Desk Officers and members of the press, Mrs. Lawal acknowledged the often-challenging environments in which Nodal Officers operate, noting “their resilience in keeping the promise of quality service alive with limited resources. She also extended appreciation to Chief Executive Officers across the public sector,” emphasising that “service charters succeed only when leadership champions them from the top.”
Recognising recent milestones, the Acting National Coordinator specially congratulated MDAs that commemorated the 2026 Customer Service Week with the theme “The Extra Mile.” She “praised institutions that transformed the week beyond mere ceremonies through sensitisation sessions, staff and stakeholder engagements, and a renewed commitment to the principle that every citizen has the right to be served right.” Outlining the core objectives of the five-day meeting, Mrs. Lawal explained that “participating MDAs will rigorously account for their performance against published Service Charters, work plan implementation, complaints management, and customer satisfaction surveys for the third quarter.”
Emphasising a culture of transparency over punitive fault-finding, Mrs. Lawal stated that “reporting is not a fault-finding exercise, but rather a mechanism for learning, holding oneself accountable, and demonstrating to citizens that the Charter is a working commitment.” She noted that a shortfall openly reported could be fixed, whereas one hidden would persist. She further encouraged participants to leverage the platform to share peer-to-peer best practices, such as faster response times, simplified processes, and enhanced complaint resolution, to foster collaborative problem-solving across the public sector.
To maintain momentum as the year draws to a close, Mrs. Lawal challenged public servants to reflect on “whether they are meeting published standards, listening to the people they serve, and determining what can be done differently in the fourth quarter to go further.” Reiterating the Presidency’s commitment to institutional excellence, the SERVICOM Office assured MDAs of its continued backing through guidance, capacity building, and monitoring to ensure Nigerian citizens receive the quality of service they deserved.
Following the opening remarks, the Nigerian Upstream Petroleum Regulatory Commission (NUPRC), through its Nodal Officer, Muinat Bello, highlighted significant operational milestones and service delivery achievements during the third quarter of 2026, marked by a 100% resolution rate across all 381 received complaints within statutory timelines. Presenting the comprehensive charter performance report, Bello revealed that the Commission excelled across critical regulatory services, notably issuing 9,984 Oil and Gas Industry Service Permits (OGISP) with a 90% actual performance rate against a 70% target, alongside achieving 100% compliance in issuing vessel clearances, bottom hole survey permits, and field development plans within designated timeframes.
According to her, work-plan implementation reached a flawless 100% completion rate, spanning reception management, customer satisfaction surveys, town hall meetings, and nationwide regional staff sensitisations. Customer feedback surveys heavily reflected the operational efficiency, with respondents rating service quality and organisational growth impact as overwhelmingly “Very Good,” while appreciating the Commission’s time management and robust digital transformation initiatives.
She further revealed that, “driving this exceptional service delivery is the deployment of cutting-edge digital solutions such as the Central Correspondence Registry, Bid Round Portal, Annual Work Programme Portal, Crude Oil Terminal Export Portal (COTEX), Gas Terminal Export Portal (GATEX), and the Enhanced Petroleum Resources Intelligent System (PRIS), which have collectively enhanced stakeholder confidence, streamlined prompt responses, and increased revenue generation for the Federation.”
In her own presentation, the National Agency for Food and Drugs Administration and Control (NAFDAC), through its Nodal Officer, Joan Abaagu, reported a highly successful 3rd quarter in 2026, headlined by a remarkable 98.2% complaint resolution rate and the effective execution of its institutional work plan. Presenting the quarterly scorecard, Abaagu noted that out of eight slated work plan activities, the NAFDAC Ministerial SERVICOM Unit successfully completed seven, which included vital staff trainings, the introduction of customer feedback forms, extensive stakeholder engagements, and the vibrant commemoration of the 2026 Customer Service Week alongside staff award ceremonies.
She noted that, during the period, the Agency processed a total of 111 complaints across various product categories predominantly: food, drugs, and services, received mainly through emails and the NAFDAC Call Center, successfully resolving 109 cases while leaving only two pending. Furthermore, charter performance metrics indicated an 85% actual performance rate for the issuance of food and drug certificates and permits, maintaining steady progress toward optimising regulatory delivery timelines.
Customer satisfaction surveys overwhelmingly reflected positive stakeholder sentiment regarding the Agency’s service quality, timely delivery, and professional handling of complaints across all directorates. Out of 106 distributed feedback forms, respondents expressed high levels of satisfaction, particularly praising the reception, liaison offices, and overall administrative services provided by the Agency’s leadership. Abaagu emphasised that “these valuable insights from internal and external customers will continue to guide NAFDAC’s ongoing reforms, ensuring heightened transparency, accountability, and a more citizen-centered approach to safeguarding public health.”
The meeting also featured presentations by several other MDAs on the protocol list, highlighting their respective achievements, challenges, and forward-looking strategies for improving service delivery in line with SERVICOM’s core mandate. This comprehensive sharing of progress and institutional experiences underscored a collective determination across the public sector to eliminate bureaucratic bottlenecks, prioritise customer satisfaction, and foster enduring accountability. Ultimately, the robust multi-agency engagement reinforced the shared vision that continuous reform, data-driven feedback, and collaborative stakeholder management remained vital to repositioning Nigerian public institutions for world-class service excellence.
Aderemi Ajibola Adelabu
Public Awareness Manager
SERVICOM Presidency
26th October, 2026
