The SERVICOM Presidency Office has called on all Ministries, Departments, and Agencies (MDAs) to adopt a culture of service excellence, emphasizing customer-focused delivery across Nigeria. The call came during the launch of the Nigerian Civil Aviation Authority’s (NCAA) Integrated Service Charter in Abuja.
The launch was presided over by the Acting National Coordinator/CEO of SERVICOM, Mr. Anthony Olugbenga Oshin, represented by the Head of Operations, Mrs. Ngozi Akinbodewa. Oshin urged the NCAA to enhance trust among air travelers by upholding high standards, paying attention to passenger rights, addressing consumer protection issues, and ensuring assistance for passengers with reduced mobility or those affected by flight disruptions.
“As part of NCAA regulations, the Agency must provide support for lost or delayed baggage and ensure refunds for ticket purchases within stipulated timeframes,” Oshin stated. He stressed the importance of enforcing these regulations, monitoring implementation, and reporting results to SERVICOM to improve service delivery.
NCAA Nodal Officer, Mr. Jok Isiyaku Shok, described the Integrated Service Charter as more than a document, calling it a pledge to offer seamless, transparent services to all stakeholders. The DG of NCAA, Captain Chris O. Najomo, echoed this sentiment, emphasizing that the charter represents a public covenant detailing the services provided, costs, timelines, and feedback mechanisms for stakeholders.
Najomo further noted that the charter is integral to the Authority’s goal of attaining ISO 9001:2015 QMS certification, reinforcing the Federal Government’s agenda to improve ease of doing business in Nigeria. He pledged that the NCAA will continue to place customers at the center of its operations while pursuing continuous improvement in service delivery.
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