The National Coordinator / CEO SERVICOM, Mrs. Nnenna Akajemeli, has commended the efforts of the Management and staff of the Federal Ministry of Health, for adhering to set standards in the acquisition of yellow card processing in the Ministry.
This commendation was made during her report presentation to the Permanent Secretary of the Ministry during the course of the week in Abuja.
According to the National Coordinator, the set objective of the Mystery Shopping is to evaluate the yellow card acquisition process of the Ministry’s facility to assess the quality of service delivery rendered, efficiency, customer experience and Customer satisfaction.
Akajemeli reported that, the methodology deployed during the exercise by evaluators from the SERVICOM Office as assigned, was to visit the Port Health Services Office, at various times and days which lasted for a month.
She further stated that, the evaluation process was carried out according to SERVICOM’s set standards through the approved index as approved by FEC.
This she said, required the evaluators to carry out procedures, by narrowing in on issues, such as ease of finding information about yellow card services and location of Federal Ministry of Health facility.
Other findings according to her included, waiting time taken from arrival to the issuance of the yellow card, the reception experience pleasant staff attitudes, Customer service courtesies professionalism, and helpfulness of staff members. efficiency: Clarity of instructions, completeness of documentation, and overall efficiency of the process, as captured in the website, and standards of the facility, as well as clean enough environment for the customers.
Mrs Akajemeli recommended that , based on the findings of the mystery shopping evaluation reports, the Ministry needs to heighten improvements in signages placement, directional guidance to facilitate easy navigation to service windows of the Ministry.
She further recommended that the provision of the ongoing customer service training to staff members is to ensure consistent professionalism and helpfulness, enhance online portal to improve the robustness of the online payment and receipt generation system to reduce technical difficulties and maintain high standards of cleanliness and hygiene in the Federal Ministry of Health through regular inspections and cleaning protocols.
Mrs. Akajemeli further stated that, the mystery shopping carried out by the evaluators is one of SERVICOM’S core tool that has given valuable insights into the yellow card acquisition process at Federal Ministry of Health and Social Welfare facility,
She enjoined the Ministry to implement the recommendations outlined in the reports presented.
The National Coordinator emphasized that the Ministry should continue in monitoring and giving feedbacks so that the mechanism put in place would have sustained improvements in service delivery for the Nigerian citizens.
In her response to the report presentation, the Permanent Secretary Federal Ministry of Health, Ms Kachollom Daju, appreciated the SERVICOM team, for their passion in driving the service delivery initiatives of the Federal Government.
She stated that the Health sector is very key to all Nigerians at this point in time, as the Ministry is poised to render quality service delivery to it’s teeming stakeholders as stipulated in the service charter.
Henrietta Okokon
Head Information and Public Relations
SERVICOM PRESIDENCY
