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THE Service Compact with All Nigerians (SERVICOM) has urged Ministries, Departments and Agencies (MDAs) to strengthen accountability, transparency and citizen-centred service delivery through effective implementation of their service charters.
The Acting National Coordinator of SERVICOM, Mrs Helen Lawal, made the call on Monday at the Second Quarter Charter Performance Reporting Breakfast Meeting with SERVICOM Nodal Officers from MDAs in Abuja.
The News Agency of Nigeria (NAN) reports that the SERVICOM quarterly performance review provides an opportunity for MDAs to assess their achievements, share experiences, identify challenges and adopt innovative approaches to improve public service delivery.
Lawal explained that the meeting focused on four key performance areas- work plan implementation, charter performance, customer satisfaction surveys and complaint handling.
According to her, the indicators are essential for measuring institutional effectiveness, responsiveness and compliance with service standards.
“As public institutions, we have a responsibility to place citizens at the centre of everything we do.
“Nigerians expect services that are timely, accessible, transparent, courteous and efficient,” she said.
The SERVICOM boss described the Service Charter as government’s public commitment to citizens, while customer satisfaction surveys and complaint management systems remained critical tools for assessing performance and driving continuous improvement.
She urged participating MDAs to present their reports with sincerity and openness, stressing that constructive dialogue and the exchange of best practices would enhance institutional performance.
She commended SERVICOM Management Service Units and Departmental SERVICOM Units for advancing the Federal Government’s vision of a responsive, accountable and performance-driven public service.
Presenting the National Open University of Nigeria (NOUN)’s report, the institution’s SERVICOM Nodal Officer, Mrs Foluke Adeniran, said the university recorded significant progress in implementing its second quarter work plan.
Adeniran said the university had strengthened its complaint management, monitored examination conduct across Abuja study centres, updated its online Service Charter and carried out facility inspections.
She said the university completed 85 per cent of its planned activities during the quarter, while 15 per cent remained pending.
She said NOUN received 11,105 complaints during the period, resolving 9,885, representing about 89 per cent, while 83 per cent of the resolved complaints were addressed within the stipulated 10-day timeline.
According to her, the institution also conducted a survey on students’ awareness of mandatory practical requirements, which revealed that many students rarely consulted the student handbook.
She recommended the introduction of a practical progress tracker on the student portal to help students monitor outstanding practical requirements.
She identified inadequate funding and ageing infrastructure as major challenges facing the institution.
Also presenting, Mr Kayode Olawuyi of the National Health Insurance Authority (NHIA) said the authority had made significant progress in implementing its one-hour referral code policy.
Olawuyi said the initiative had improved service delivery across hospitals and received positive feedback from healthcare providers and enrollees.
He said the authority had strengthened monitoring of health facilities and Health Maintenance Organisations (HMOs), while customer satisfaction surveys and complaint management remained central to improving services.
According to him, NHIA receives 492 complaints during the quarter and had resolved 471, with 91 per cent addressed within the stipulated timeline.
He said the authority also recorded improved staff attitude following personnel redeployment at enrolment centres, while the deployment of solar-powered facilities had reduced delays caused by power outages.
Olawuyi added that the authority planned to expand its complaint channels by introducing WhatsApp in addition to existing telephone and physical complaint platforms.
He advocated regular training programmes and sensitisation sessions for all staff cadres within the commission to strengthen capacity and improve efficiency in service delivery.
Similarly, Mrs Ebere Nwobu of the Tertiary Education Trust Fund (TETFund), said the agency intensified awareness campaigns on its Service Charter and strengthened monitoring of frontline service departments.
Nwobu said the agency organised capacity-building programmes, committee retreats and regular stakeholder engagement during the quarter.
She said TETFund also sustained routine activities, including customer feedback collection, visitor management, file tracking, attendance monitoring and staff performance recognition.
She added that the agency maintained 100 per cent performance in vetting and approving eligible intervention projects, while continuous staff training had contributed to improved service delivery.
The meeting also featured presentations by several MDAs highlighting achievements, challenges and strategies for improving service delivery in line with SERVICOM’s mandate. (NAN)
A.I
July 20, 2026
Tags: Mr Kayode Olawuyi Mrs Ebere Nwobu Mrs Foluke Adeniran SERVICOM