The Acting National Coordinator SERVICOM, Mr. Anthony Oshin, has called on Ministries Departments and Agencies (MDAs), to comply with set standards that would guarantee improvements in service delivery service wide.
This call was made today during the opening ceremony, of the second quarter breakfast meeting at the SERVICOM Headquarters office today.
This quarterly breakfast meeting is slated as part of its activities this year and would last throughout the week starting from Monday 28th July 2025 – Friday 1st August, 2025.
According to the Ag. National Coordinator, the Federal Government of Nigeria established SERVICOM in year 2004 to ensure citizen-focused service delivery in all Ministries, Departments and Agencies (MDAs), and one of our core mandates is to regularly assess service delivery performance in MDAs as well as ascertain customer service status and report same to Mr President.
He further stated that, as the customer-service arm of managing and facilitating Government business in MDAs, the SERVICOM Office collaboratively developed a new reporting template for SERVICOM Units.
The template he said labelled as Charter Performance Monitoring & Reporting system is underpinned by four key indicators namely; Work plan Implementation, Charter Performance (compliance with timelines and set standards), Complaints Management and Customer Satisfaction Surveys.
These four pillars he explained, forms the basis for the on-going performance assessment and Benchmarking of MSUs and ultimately a framework for SERVICOM’s Annual Reward and Recognition of outstanding MSUs/PSUs.
In line with SERVICOM’s standards he said, the breakfast meeting method aims at improving citizens’ satisfaction and promoting service excellence in organizations.
“We have commenced this breakfast meeting for Ministries, Departments and Agencies (MDAs) to serve as a network mechanism and provide a platform for deliberating on issues of service delivery experiences to citizens” he added.
Mr. Anthony Oshin, welcomed all MDAs present today and enlightened them on the main objectives of the breakfast meeting.
According to him, the core objective of the Report/Presentation is to institutionalize a culture of continuous performance improvement and citizen–centered/service delivery in MDAs as well as to promote transparency and accountability across board.
The SERVICOM Office commenced this breakfast meeting for this quarter of this year with Nodal Officers and MDAs to brainstorm and share ideas on best practices that would promote service excellence and exceed citizens’ expectations in 2025.
Oshin, encouraged all MDAs to note, the set standards of the quarterly meeting which is also to discuss on key findings of service failures in their service windows and to proffer solutions to the challenges they face in their MDA’s.
He further stated that the SERVICOM Office would periodically update Nodal Officers on the upcoming planned events of the SERVICOM Office and to create a platform for evaluating best practices in service delivery improvement of MDAs.
This he said, would also lead to improved benchmarking in service delivery projects and put service delivery at the front burner by encouraging service improvements in every facet of service delivery Nationwide.
He pledged his commitment to support and reposition the Ministerial SERVICOM Units from all MDAs under SERVICOM’s purview through the launch of Service Charters, and already established feedbacks /Complaints systems from service Frontlines as well as develop Service Improvement Plans in line with the mandates and visions of the MDAs.
By so doing he said, these breakfast meetings held quarterly, would enhance quality services rendered by service- givers to service -takers and guarantee Customer satisfaction service wide.
Signed
Henrietta Okokon
Assistant Director / Public Relations
SERVICOM Presidency
28/7/25
