The SEREVICOM Presidency Office, has called on Ministries Departments and Agencies (MDAs), to adopt the culture of service excellence while delivering customer focused service delivery to Nigerians.
This call was made recently when the Nigerian Civil Aviation Authority, (NCAA), launched its Integrated Service Charter in Abuja, by the Ag. National Coordinator/ CEO SERVICOM Presidency, Mr. Anthony Olugbenga Oshin, represented by the Head of Operations, Mrs. Ngozi Akinbodewa.
Oshin urged the NCAA To increase the trust of air travelers in Nigeria by exhibiting excellence, while delivering their functions at the various airport terminals across Nigeria.
He emphasized on the need for the Agency to pay close attention on passengers’ rights and responsibilities and to address consumer protection issues, such as compensation for delays in cancellations of flights and denied boarding which can affect passengers’ wellbeing and cause frictions during schedules.
He reiterated the need to assist passengers with reduced mobility and victims of aircraft accidents as well as look into the aspect of airlines making refunds on tickets purchased within specified timeframe.
“As part of NCAA regulations, the Agency ought to provide assistance for the lost or delayed baggage’s when the need arises,” he added.
He further implored the Management of NCAA, not to relent in their stride in enforcing these regulations to ensure compliance and protect passengers’ rights in the Nigerian Aviation sector.
Mr. Oshin encouraged the Agency to give its commitments in ensuring the implementation of the Service Charter from the SERVICOM Department on result-based monitoring and reporting in Service Charter implementation which is what will used as part of the scoring template at the end of the year awards ceremony.
The SERVICOM Office, he said, believes that if the service standards embedded in the integrated Service Charter are implemented, monitored and the performance reported during our quarterly breakfast meetings , NCAA would be repositioned to function optimally thereby, ensuring that all customers are served right.
He also added that achieving excellent service in NCAA would be enhanced through proactive planning and focus on improving the quality of services rendered at every level within and outside the Authority.
In his welcome address, the Nodal Officer, Nigerian Civil Aviation Authority (NCAA), Mr. Jok Isiyaku Shok, attributed these phenomenal improvements to the support given by the SERVICOM National Office as well as from the Management of NCAA for coming together to design and adopt a holistic Charter that brings all our services, standards, and commitments into one unified framework.
According to him, this Integrated Service Charter is more than a just document, it is a pledge, a living testament to NCAA’s resolve to offer seamless response and transparent services to every Stakeholders’ and all members of the public who depend on services of NCAA.
By launching the Integrated Service Charter, we reaffirm our dedication to upholding the highest standards of efficiency, fairness, and professionalism.
We are raising the bar for ourselves, and selling a new bench mark for the Aviation sector and the broader public service, he added.
In his key note address, the Director General Civil Aviation, Nigerian Civil Aviation Authority, (NCAA), Captain Chris O. Najomo, said that today is not merely the unveiling of a document. It is the public declaration of a covenant — a solemn commitment between the NCAA and the people and organizations we serve.
This Charter stands as a clear statement of our service standards.
“Today, we take an important step forward in our ongoing mission to ensure transparency, accountability, and excellence in the services we deliver.
The Integrated Service Charter is more than a document — it is a public promise. It clearly sets out: The services the Nigerian Civil Aviation Authority provides. The applicable costs for each service. The timelines within which those services will be delivered; and a structured way to receive and act upon your feedback through a customer satisfaction survey.”
This Charter, according to him, embodies our commitment to putting our customers at the very heart of what we do. It ensures that every stakeholder — whether an airline, service providers, flight crew, Air Traffic Controllers, Engineers, Dispatchers, or member of the flying public — knows exactly what to expect, when to expect it, and how to measure our performance.
One of my eight cardinal objectives as DGCA, he said, is the attainment of ISO 9001:2015 QMS certification for the Authority. Getting the certification is like giving our organization a global seal of excellence. The NCAA Integrated Service charter coordinated by the SERVICOM department and the Service Level Agreements (SLA’s) developed by the Presidential Enabling Business Environment Council are key ingredients in our journey for certification. This is totally in line with the Federal Governments agenda of ease of doing business in Nigeria.
He pledged his commitment by stating that, in aviation, precision and trust are non-negotiable. By integrating service standards with a clear feedback mechanism, we are not only raising the bar for customer service in the industry but also creating a platform for continuous improvement.
Signed
Henrietta Okokon
Assistant Director Information and Public Relations
SERVICOM Presidency Office
28/8/25
