The Acting National Coordinator/CEO SERVICOM Presidency, Mr. Anthony Oshin, represented by the Head of Operations, Mrs Ngozi Akinbodewa, has formally presented SERVICOM Compliance Evaluations reports to the top Management of the Nigerian Social Insurance Trust Fund (NSITF).
The presentation ceremony took place recently, at the Funds’ Corporate headquarters Abuja.
In her presentation, Mrs. Akinbodewa, commended the efforts and the drive of the Management of NSITF in her service delivery initiatives across board.
She further lauded the efforts of the NSITF in ensuring innovative strides in the area of Employees Compensation Scheme (ECS), a Social Safety, that is gaining ground in the Nigerian Social Insurance Sector.
Akinbodewa highlighted that, the purpose of any legitimate government is to serve citizens through the provision of services in MDAs which are intended to make positive changes in the lives and situation of citizens as witnessed by the evaluation team.
Mrs. Akinbodewa, in her presentation stated that the overall objectives of the SERVICOM Compliance Evaluation is to ensure Citizens Focused Service Delivery in Ministries Departments and Agencies (MDAs).
The specific objectives, she said, include identifying gaps in service delivery and making recommendations to the Fund to improve customer satisfaction and accountability across all the zonal offices.
She said that the Nigeria Social Insurance Trust Fund (NSITF) under the Federal Ministry of Labour and Employment was selected for SERVICOM Compliance Evaluation following a Presidential directive that all Government Departments and Agencies be evaluated for SERVICOM Compliance. Ten (10) Regional Offices and Branches of the Fund were evaluated.
According to her, evidence was gathered at the service windows evaluated through, Customer interviews- Employers of Labour and Beneficiaries, Discussions with Management, staff and partners of NSITF such as Regional and Branch Managers, Review of NSITF key documents e.g. NSITF Service Charter, Annual Report, Employees Compensation Act 2010, NSITF Customer Care Handbook, Desk research through the websites of NSITF www.nsitf.gov.ng and SERVICOM www.servicom.gov.ng and General observations
According her, highlights of evaluators findings were based on areas of strengths and weakness in all the service windows evaluated using the SERVICOM INDEX which is a standard tool provided and approved by the Federal Government as a standardize method for measuring and comparing performance against service standards defined by MDAs.
The SERVICOM Index she said, bordered on 5 major Drivers such as Service Delivery, timeliness, information, professionalism, staff attitude with their criterion to ascertain areas of gaps and proffer solutions that are citizens- centered.
In the chart displayed, Mrs. Akinbodewa said, it shows the average performance of each driver in all the evaluated service, as indicated in the chart above, shows that service delivery of NSITF is rated 4-star (****) and considered Commendable in all locations (10) visited.
Highlighting that, It is important to note that, there is need for deliberate continuous improvement in order to attain highest ranking which is Praiseworthy in the Fund when carrying out post evaluation process.
The above chart shows the average performance of each driver in all the evaluated service windows and it shows that the service windows are doing relatively better in Service Delivery followed by Staff attitude, Timeliness, Information and Professionalism, she added.
The representative of the Acting National Coordinator proffered immediate quick fixes to the Management of NSITF to consider both on a medium term and long term basis, which is to create more awareness campaigns across board to educate and enlighten Nigerians to buy into Employees Compensation Scheme .
In his welcome address the Managing Director/CEO, Nigerian Social Insurance Trust Fund ( NSITF) Barrister Oluwaseun Faleye, said that the SERVICOM Compliance Evaluation Report was a score card and quite apt and important to the Fund as it relates to the services rendered by the staff.
He further stated NSITF‘s commitment to continuously work with the SERVICOM Office for improvement and reformations around creating the much needed seamless and citizen centred service delivery.
“We are still a work in progress, working assiduously to close the gaps and ensure that we meet up with the mandate and standards stipulated in our service charter through ICT automation, service delivery Stakeholders engagements, targeted awareness campaigns in- house capacity development training,” he added.
He also made an affirmation of creating and boosting more robust citizen centred service delivery by raising the bar in awareness campaigns service wide.
Signed
Henrietta Okokon
Assistant Director Information/ Public Relations
SEVICOM Presidency
27/9/25
