The SERVICOM Presidency Office has commended the service delivery improvement initiatives in the Nigerian Civil Aviation Authority (NCAA).
This commendation was given by the Acting National Coordinator SERVICOM Presidency, Mrs. Helen Lawal, during the formal presentation of the SERVICOM Compliance Evaluation reports to the Management and staff of the Authority in Abuja during the course of the week.
Lawal in her presentation briefing stated that, the reports highlighted that evaluations was carried out in Eight (8) locations including the Headquarters of the Nigeria Civil Aviation Authority (NCAA) under the Federal Ministry of Aviation and Aerospace Development as part of the Presidential directive that all Government Departments and Agencies be evaluated using the SERVICOM Index.
According to her, evidence gathered at the service windows were evaluated through Customer interviews, this included Aviation Securities, Engineers, Airliners, Passengers, discussions with Management staff and partners of NCAA e.g. Regional and Station Managers.
Part of the tools utilized was the review of NCAA key documents, NCAA Service Charter, Annual Report, Manuals, Operational Guidelines, NCAA Act 2023, Statement of Compliance, desk research which included websites of NCAA and SERVICOM and general observations.
The overall objective of the SERVICOM Compliance Evaluation, she said, is to ensure Citizen focused Service Delivery in Ministries, Departments and Agencies (MDAs).
Specifically the objective includes identifying gaps in service delivery and making recommendations to Nigeria Civil Aviation Authority (NCAA) to improve customer satisfaction and accountability.
Highlights of the findings carried out during the course of the exercise were enumerated through these channels, such as interaction with staff and evidence revealed that the Consumer Protection Department (CPD) of NCAA carries out regular sensitizations to inform stakeholders and the public about NCAA services and Passengers Rights using various platforms such as talk shows, road shows, flyers, etc. This helps Stakeholders and customers to take informed decisions while accessing services of the Authority.
Mrs. Lawal said that in line with regulatory standards and global best practice, part of the findings gathered from the Authority, was the suspension of the operations of ten private jet operators for failing to comply to the mandatory recertification standards.
This enforcement action highlights NCAA’s commitment to strengthening oversights in aviation sector, ensuring compliance with the Nig.CARs 2023 and safeguarding both public safety and consumer rights.
The Acting Coordinator, further highlighted that, some stakeholders and air operators revealed that, the Authority conducts scheduled inspections of terminals and airline operations. These ensured the serviceability of security equipment and adequacy of facilities as well as competence of personnel in accordance with the provisions of Aviation Security Protocol.
The reports according to her, revealed that, the Consumer Protection Department between January and June 2025, had a total number of 1,155 complaints received and 705 were resolved. In the same period 35,503 baggage cases were reported in international airline operations and 32,586 were recovered while all 423 missing baggage cases in domestic airline operations were resolved.
These achievements reflects a clear commitment to service delivery and customer satisfaction, she explained.
Lawal said that, interactions with staff/stakeholders and observations at the time of the evaluation confirmed that there were remarkable improvements in staff training, upgrade of offices and provision of working tools. This shows Management support for service improvement.
In the area of consumer’s rights and obligations to quality service delivery she stayed that, set standards were clearly spelt out on the Authority’s website, pamphlets, flyers, social media etc. These she said served as a guide to stakeholders/passengers, home and abroad for informed decision making on services of the Authority.
The NCAA Lagos Regional Office, recorded established Document Tracking Office (DTO), to ensure faster processing of regulatory services and complaint resolution, supported with a Solar Inverter Panels for energy efficiency and uninterrupted service.
This enhances operational efficiency and improved service delivery, which is quite commendable, she added.
She further said that complaints received by the NCAA are systematically analyzed and published to assure customers that their concerns were being addressed. This shows NCAA’s commitment to resolving service delivery gaps for customers’ expectation of passengers. This guides stakeholders on what their obligations are when flying.
In line with the SERVICOM Index, service delivery of NCAA is rated 4-star (****) and considered Commendable in all locations (8) visited. It is important to note that there is need for deliberate continuous improvement in order to attain highest ranking which is Praiseworthy, she stated.
It is our belief that NCAA would ensure continuous improvement on the quality of services delivered to its customers when the recommendations contained in these reports are truly implemented. SERVICOM Presidency would as a critical partner work in collaboration with the Authority in actualizing continuous improvement on the quality of services delivered to the citizens, she added.
In his welcome address the Director General of the Nigerian Civil Aviation Authority, Captain Chris Najomo, stated that, the Authority will continuously collaborate with the SERVICOM Presidency Office in ensuring that it amends its operational standards to align with world best practices in the aviation sector.
He highlighted the current trends and status of the Authority of the AIM PEAK initiatives which is the full digitization of the entire operational processes of the NCAA, this he said would aid ease of doing business and ensure strict compliance to the operations of the entire Office.
Signed
Henrietta Okokon
Deputy Director Information / Public Relations
SERVICOM Presidency Office
19/2/26
