The National Coordinator/CEO SERVICOM Presidency, Mrs Nnenna Akajemeli has called for more strategic citizens’ engagements with key players in the aviation industry that would bring improvements to Nigerians both home and in the Diaspora.
Mrs Akajemeli made this call when she visited the Nigerian Civil Aviation Authority (NCAA), to formally present the year 2024 SERVICOM MOST Supportive Chief Executive Officer, Team D MDAs to the CEO NCAA today, 3rd February, 2025.
In her key note address the Coordinator stated that, the celebration points out the importance of customer service and of the people who serve and support customers/citizens on a daily basis such as Officers of the Authority.
The CEO NCAA according to her, is being awarded with the Year 2024 SERVICOM Most Supportive Chief Executive Officer( CEO), TEAM D MDAs which brings to fore NCAA’s commitment towards citizen-focused service delivery.
The important role of NCAA in our dear nation she said is to provide aviation safety and economic regulation in the most efficient, effective, quality and technology driven manner to the satisfaction and benefit of all stakeholders, consistent with the highest international standards and the sustainable development of the industry and national economy.
Today’s event is to acknowledge the efforts you make in your day-to-day operations from the Top management down to the frontline Officers of the Authority.
She highlighted some of the achievements recorded by the NCAA SERVICOM Unit to emerge as the Year 2024 SERVICOM Most Supportive Chief Executive Officer, such as the development of QR CODE as feedback tool to address internal and external stakeholder’s/customer complaint and NCAA Service Charter was reviewed awaiting to be launch.
She gave kudos to the CEO for approving the training and sensitization of SERVICOM staff of the Authority as well as supporting the Aviation Ministry in hosting MSC/PSC meetings.
She applauded th Focal Officer, for the manner of NCAA’S presentation of their achievements at all the three (3) quarterly Breakfast Meetings at SERVICOM Office as scheduled
She also commended the CEO for the turnaround renovation of the reception area recently with adequate facilities for improved customer service experience. “You also gave approval of budgetary allocation to SERVICOM Unit, and 90% of the Year 2024 Work plan activities were completed”, she said .
According to her year 2024 customer service week was celebrated across the 6 Regional Offices including Headquarters with Award System set in place to recognise outstanding staff of the Authority
To crown it all sir, due to the support and trust you accorded the Nodal Officer Mr. Shok Jok, was awarded the overall Best Performing Nodal Officer Parastatal SERVICOM UNIT (PSU) Team D and an award known as “SERVICOM Works Here” was also given to NCAA; as award for MDAs that score 75% and above on their effective customer service for year 2024, she added.
“However, reward for hard work is more work! She said, thus, for continual and visible service improvement in the Nigeria Civil Aviation Authority (NCAA), I want to encourage the Ag. Director General Civil Aviation, to give more support to SERVICOM Unit in the Authority in areas that will benefit the Authority.
She proffered that the NCAA Launch of the Authority’s Service Charter, be finalized for review, production and launching of the Service Charter for transparency, accountability and effective drive of the Service Delivery Initiative in the Authority.
This she said would improve the quality of services delivered to citizens through service charter implementation, monitoring and reporting.
She called for further strengthening and functionality and performance of the SERVICOM Unit through continual support of SERVICOM Unit Work plan implementation, timely resolution of complaints from the Public e.g. passengers complain again flight delay and cancellations, Inclusion of the SERVICOM unit in all NCAA Service improvement activities.
She also advised the CEO, to also train staff of the Unit in all aspects of Service Delivery to bring to bear citizens engagements, connectedness and inclusivity in NCAA through stakeholders’ engagement with key players in the Aviation Industry e.g. sharing of experiences and best practice among airline operators nationwide.
This she said. would Increase the trust of Air travellers on your services by upholding rights of the passengers in line with global best practice.
The SERVICOM Office she said, believes that if these areas are implemented, the Nigeria Civil Aviation Authority (NCAA) and its SERVICOM Unit will be repositioned to function optimally thereby ensuring that all customers/citizens are served right and as kings.
In his response, the Acting Director General, Nigerian Civil Aviation Authority (NCAA), Captain Chris Najomo, commended the SERVICOM Team for driving service delivery initiatives in the Authority with passion and drive that has earned the Agency these accolades.
He encouraged staff of the Authority to be more dedicated and work harder to earn the epic position of excellent service delivery score card of a Hundred percent in their future endeavours.
He further assured, the SERVICOM Coordinator, of his continuous support to the SERVICOM Unit of the Authority that would further strengthen service delivery and sustain improvements in NCAA, that are citizens-centred to all Nigerians who come to take services from them.
Signed
Henrietta Okokon
Assistant Director Information/ Public Relations
SERVICOM Presidency
