The Acting National Coordinator and Chief Executive Officer of SERVICOM, Mrs. Helen Lawal has called on the leadership of the Federal Ministry of Aviation and Aerospace Development to reinforce operational standards, secure executive support for service initiatives, and advance citizen-centred public administration across the aviation sector.
Mrs. Lawal made the call on 3rd September, 2026 when she conducted an official courtesy visit to the Ministry’s Headquarters in Abuja.
Delivering the keynote address during the engagement, Mrs. Lawal called on the Ministry’s leadership to “reinforce operational standards, secure executive support for service initiatives, and advance citizen-centred public administration across the aviation sector.”
Mrs. Lawal who was warmly received by the Ministry’s Permanent Secretary, Mr. Mahmud Adam Kambari, emphasized that public service delivery served as the primary touchpoint between citizens and the state, underscoring that effective governance was fundamentally measured by an institution’s responsiveness to public needs.
“Government is about the people,” Mrs. Lawal stated. “The quality of governance is determined by the quality of services delivered to citizens and the extent to which these services meet their needs and expectations.” She added.
She noted that SERVICOM works collaboratively with Ministries, Departments, and Agencies (MDAs) to optimise key administrative workflows, such as ensuring that operational licenses and airline permits are processed within a reasonable timeline.
To maintain institutional momentum, Mrs. Lawal advocated for increased executive backing and dedicated resources for the Ministerial SERVICOM Unit (MSU). Key recommendations included establishing a distinct budget line for service improvement initiatives and convening regular quarterly inter-agency meetings to resolve operational bottlenecks. She further stressed the critical role of the Ministry’s Service Charter in defining operational benchmarks, managing public expectations, and ensuring seamless service execution across meteorological, navigational, and infrastructural domains.
Highlighting upcoming international and domestic capacity-building platforms, she encouraged the Ministry to actively participate in the Service Exchange Programmes conducted by the SERVICOM Institute. She also drew attention to the annual Customer Service Week in October 2026 themed “Going the Extra Mile”. She explained that the Customer Service Week provided an opportunity to recognise frontline personnel.
Reflecting on performance metrics, Mrs. Lawal commended the Ministry’s achievements on its 2025 scorecard, specifically commending Mrs. Francisca Adediji for her recognition as the Third Best Performing Nodal Officer, as well as Team D for securing Third Best Performing Ministerial SERVICOM Unit.
To build upon these milestones, Mrs. Lawal further urged “sustained professional development through specialised training organised by the SERVICOM Institute, particularly in customer relations, grievance handling, and performance evaluation.” She reaffirmed SERVICOM’s commitment to strategic collaboration with the Ministry and its agencies, concluding that all service delivery frameworks must ultimately be oriented around prioritising the citizen.
In his response, the Permanent Secretary, Mr. Mahmud Adam Kambari FCNA, FICA, acknowledged the onerous task of service delivery across the Ministry and its agencies, stating that service takers deserved the best experience. He added that the mandate of the Ministry was a “culmination of the duties performed by each staff and each department,” which he insisted must be performed with “utmost professionalism, adherence to best practices/standards and patriotism.”
He revealed that the management would provide the necessary support for the SERVICOM Unit by providing funding for service delivery initiatives as well as fostering collaboration between the Ministry and its parastatals. He charged the Nodal Officer to ensure that “SERVICOM is cascaded further in each department and unit in the Ministry.”
Earlier in her opening remark, the Ministry’s Nodal Officer, Mrs. Francisca Adediji opined that “Federal Ministry of Aviation and Aerospace Development views service delivery not merely as an administrative requirement, but as a crucial pillar of efficient public administration and national development.”
She stated further that the visit was both timely and strategic as it “reinforces shared commitment to embedding a culture of excellence, accountability and continuous improvement in the aviation and aerospace sector”.
Directors, staff and members of the Ministerial SERVICOM Unit (MSU) of the Ministry were in attendance during the visit.
Aderemi Ajibola Adelabu anipr
Public Awareness Manager
SERVICOM Office, Presidency
3rd September, 2026
