The National Coordinator/CEO of SERVICOM Presidency, Mrs Nnenna Akajemeli, has called for more strategic citizen engagement with key players in the aviation industry that would bring improvements to Nigerians both home and in the diaspora.
The Assistant Director of Information/ Public Relations of SERVICOM Presidency, Henrietta Okokon, said in a press release that Akajemeli made this call when she visited the Nigerian Civil Aviation Authority (NCAA) to formally present the year 2024 SERVICOM Most Supportive Chief Executive Officer, Team D MDAs to the CEO NCAA today.
In her address, the coordinator stated that the celebration points out the importance of customer service and of the people who serve and support customers/citizens on a daily basis such as NCAA officials.
According to her, the CEO of the NCAA was bestowed with the award which brings to the fore the agency’s commitment towards citizen-focused service delivery.
She said: “The important role of NCAA in our dear nation is to provide aviation safety and economic regulation in the most efficient, effective, quality and technology driven manner to the satisfaction and benefit of all stakeholders, consistent with the highest international standards and the sustainable development of the industry and national economy.
“Today’s event is to acknowledge the efforts you make in your day-to-day operations from the top management down to the frontline officers of the authority.”
Akajemeli highlighted some of the achievements recorded by the NCAA SERVICOM Unit to emerge as the Year 2024 SERVICOM Most Supportive Chief Executive Officer, such as the development of QR Code as feedback tool to address internal and external stakeholder’s/customer complaint and NCAA Service Charter was reviewed and is waiting to be launched.
She gave kudos to the CEO for approving the training and sensitisation of SERVICOM staff of the authority, as well as supporting the Ministry of Aviation in hosting MSC/PSC meetings.
She applauded the focal officer for the manner of NCAA’S presentation of their achievements at all the three quarterly breakfast meetings at SERVICOM Office as scheduled.
The national coordinator also commended the CEO for the recent turnaround renovation of the reception area with adequate facilities for improved customer service experience.
“You also gave approval of budgetary allocation to SERVICOM Unit, and 90% of the Year 2024 Work plan activities were completed,” she said.
According to her, year 2024 Customer Service Week was celebrated across the six regional offices, including the headquarters, with an award system set in place to recognise outstanding staff of the authority.
“To crown it all, sir, due to the support and trust you accorded the Nodal Officer, Mr. Shok Jok, he was awarded the overall Best Performing Nodal Officer Parastatal SERVICOM UNIT (PSU) Team D and an award known as ‘SERVICOM Works Here’ was also given to NCAA as award for MDAs that score 75% and above on their effective customer service for year 2024,” she added.
She said, “However, reward for hard work is more work! Thus, for continual and visible service improvement in the Nigeria Civil Aviation Authority (NCAA), I want to encourage the Acting Director General, Civil Aviation, to give more support to SERVICOM Unit in the authority in areas that will benefit the authority.”
She proffered that the NCAA launch of the authority’s Service Charter be finalised for review, production and launching of the Service Charter for transparency, accountability and effective drive of the service delivery initiative in the authority.
This, she said, would improve the quality of services delivered to citizens through service charter implementation, monitoring and reporting.
She called for further strengthening and functionality and performance of the SERVICOM Unit through continual support of SERVICOM Unit Work plan implementation, timely resolution of complaints from the public, e.g. passengers’ complain against flight delays and cancellations, inclusion of the SERVICOM Unit in all NCAA service improvement activities.
She also advised the CEO to also train the staff of the unit in all aspects of service delivery to bring to bear citizen engagement, connectedness and inclusivity in NCAA through stakeholders’ engagement with key players in the aviation industry, e.g. sharing of experiences and best practice among airline operators nationwide.
She said: “This would Increase the trust of air travellers on your services by upholding rights of the passengers in line with global best practice.”
She said, “The SERVICOM Office believes that if these areas are implemented, the Nigeria Civil Aviation Authority (NCAA) and its SERVICOM Unit will be repositioned to function optimally, thereby ensuring that all customers/citizens are served right and as kings.”
In his response, the acting Director-General of the NCAA), Captain Chris Najomo, commended the SERVICOM team for driving service delivery initiatives in the authority with passion and drive that has earned the agency these accolades.
He encouraged the staff of the authority to be more dedicated and work harder to earn the epic position of excellent service delivery score card of a hundred percent in their future endeavours.
He assured the SERVICOM coordinator of his continuous support to the SERVICOM Unit of the authority that would further strengthen service delivery and sustain improvements in NCAA, that are citizens-centred to all Nigerians who come to take services from them.
