The SERVICOM Presidency Office has launched Citizens E- Feedback portal to enhance citizens focused service delivery across Ministries Departments and Agencies (MDAs).
The On – boarding was launched during the 1st Quarter National Council of Nodal Officer’s meeting in Abuja during the course of the week.
Speaking recently at the National Council of SERVICOM Nodal Officers’ meeting in Abuja, SERVICOM’s National Coordinator, Mrs. Nnenna Akajemeli, described the initiative as a step towards strengthening citizen engagements across MDAs.
The portal she said aligns with Nigeria’s commitment to the Open Government Partnership (OGP), a multilateral initiative promoting transparency, citizen empowerment, and the fight against corruption.
According to her, we are currently at the end of National Action Plan 3 under OGP, and one of our commitment is to establish a technology-based e-feedback platform.
“Today, we are proud to announce that this platform is now operational,” she said.
Mrs. Akajemeli explained that the e-feedback portal was designed to give citizens a direct avenue to report their service experiences, whether complaints or commendations, based on the service standards promised by MDAs.
“This platform will enhance transparency, efficiency, and effectiveness in service delivery,” she added.
She said, “Citizens would now be able to provide feedback on government services, enabling real-time engagements between service providers and the public.”
According to her, the portal operates at three levels: Citizen feedback, MDA response feedback, SERVICOM oversight.
“Users can report service failures or commend good service experiences as MDAs will review and process complaints and feedback as at when due.
SERVICOM, she said would supervise the interactions to ensure accountability and improved service delivery.”
Highlighting Nigeria’s milestones in OGP, Akajemeli cited the development of service charters across MDAs, increased citizen participation, and improved service tracking and reporting.
“We now have a draft National Policy on Service Delivery awaiting final government endorsement, and efforts are underway to extend SERVICOM’s reach to the states,” she added.
Akajemeli also urged MDAs Chief Executive Officers (CEOs) of MDAs to take ownership of the initiative and integrate the feedback mechanism into their service delivery processes.
“When CEOs actively engage with citizens through platforms like SERVICOM, they build stronger connections between government and the people, ensuring continuous improvement in service delivery service wide.”
She said with the launch of the e-feedback portal, SERVICOM reinforces its commitment to fostering a citizen-centered public service that is transparent, accountable, and responsive.
As part of the milestones, on the Service Delivery Thematic Area in OGP to end the commitment for NAP 3, SERVICOM, built a feedback portal into the SERVICOM website to aggregate feedback Citizens’ E-Feedback Platform from CSOs, Citizens and citizens groups for MDAs.
This gave opportunity for inclusivity of citizens in governance and carried out On-Boarding of the Citizens’ E-Feedback Platform with MDAs, such as Federal Medical Centre, Keffi Nigerian Electricity Regulatory Commission (NERC, Federal Ministry of Education, Federal Airport Authority of Nigeria (FAAN).
This also gave rise to SERVICOM to organizing established stakeholders monitoring committee to work with SERVICOM in monitoring feedback process with MDAs.
SERVICOM she further stated conducted a survey and mapping of technology-based platforms that promote transparency, accountability and Feedback from citizens who come to take services from MDAs.
With this SERVICOM E Citizens Portal, she said , feedback redress will no longer be delayed across Ministries Departments and Agencies.
Signed
Henrietta Okokon
Assistant Director Information and public Relations
SERVICOM PRESIDENCY Office
15/3/25.
