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SERVICOM Unit

SERVICOM, an acronym for Service Compact with All Nigerians is an initiative of the Federal Government of Nigeria developed out of the consensus emerging from a Special Presidential Retreat on Service Delivery. SERVICOM was established in March, 2004 with a focus on improving the quality of life of citizens for better development. The establishment of SERVICOM Office in different Institutions, Ministries and Agencies is a commitment to provide the public service in Nigeria with respect, courtesy, honesty and professionalism.

Servicom
Customer_Experience
excellent-customer-service

Structure

  • Service Improvement.
  • Charter Desk
  • Customer Relation/Complaint

Principles of SERVICOM

  • Spearhead the Agency’s Service Delivery Initiative through SERVICOM compliance.
  • Monitor performance of Charter yearly and review the Charter biannually.
  • Manage the Agency’s Customer Relation Policy including providing opportunities for customer feedback on services and institute a compliant procedure including.

Feedback and Redress Mechanism

We encourage all our customers and stakeholders to forward feedback in form of complaints, suggestions or compliments to enable us sustain provision of quality services. Complaints and suggestions will be treated within ten (10) working days from the date of receipt, and we shall keep you informed of the progress made.

Objectives

  • Learn the principles, ideals and tenets of Service Delivery within the Agency;
  • Develop mechanism for collating all complaints, both internal and external;
  • Assist the Staff to understand the need for Service Excellence;
  • Assist staff to take personal responsibility for customer satisfaction;
  • Make the Agency more customer focused in their service delivery procedures and processes; and
  • Heighten staff awareness about damaging effects of service failure to all staff of the Agency.

Contact

Ajayi Babajide (Head Servicom Unit)
Block A, 2nd Floor, East Wing,
National Information Technology Development Agency (NITDA),
Plot 28, Port Harcourt Crescent, Off Gimbiya Street, Area 11,
Garki, Abuja.
Phone: 09051412240, 08168401851, 07052420189, 09-2900099
Email: servicom@nitda.gov.ng

Functions

  • Spearhead the Agency’s Service Delivery Initiative through SERVICOM compliance.
  • Monitor performance of Charter yearly and review the Charter biannually.
  • Manage the Agency’s Customer Relation Policy including providing opportunities for customer feedback on services and institute a compliant procedure including Grievance Redress Mechanism.
  • Promotion of quality assurance and best practices in the Agency’s performance of its functions.
  • Provide a comprehensive and effective training policy for frontline staff and organize Service Delivery Meetings/Workshops, Seminars and Conferences.
  • Disseminate best practices and other tips on service delivery improvement periodically.
  • Serve as a link between the Agency and the SERVICOM Office and is also the Secretariat of the Agency’s Service Delivery Committee, which meets quarterly.
  • Facilitate a safe and conducive working environment for staff at all levels of service delivery.
  • Report to the Director General on performance against agreed objectives, timescales and budgets quarterly.
  • Establish project and departmental Key Performance Indicators (KPIs); including the establishment and maintenance of a fully functional and efficient service/help desk.