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| Mr. Sylbriks Obiriki, Senior Special Adviser (SSA) on SERVICOM to the President |
Written by Dele Ogbodo
The Nigerian Communications Commission (NCC) and Service Compact with all Nigerians (ServiCom),an agency under the presidency, have jointly begun a fresh advocacy for the implementation of quality service delivery among telecoms operators.
Emphasising the entrenchment of quality service by Ministries Departments and Agencies (MDAs) of government, the Senior Special Adviser (SSA) on Servicom to President Goodluck Jonathan, Mr. Sylbriks Obriki, said: "When we are talking about service delivery, time remains a critical aspect of it. When you understand the use of time, service delivery becomes simpler than any other thing. Delivering service to the people depends on how time is used."
The formal inauguration of the NCC's service charter, he said, marked a new beginning in the life of the commission. He added that the document contains the agreement between the regulator, telecommunication operators and the users of such services. He said one of the reasons why former President Olusegun Obasanjo established Servicom was to monitor service delivery in government agencies, making sure all citizens and tax payers get quality services from government organisations.
Obriki admitted that, over the years, Nigerians have been at the receiving end of service delivery, which he attributed to some form of financial challenges. "Servicom budget is the smallest in this country and when we are talking about achievements, we must look at all the deliverables, what are the things that we are able to deliver is very important." he said. The Executive Vice Chairman of NCC, Dr. Eugene Juwah, acknowledged that the launch of the Charter represents a giant step in government service delivery programme.
He said "The purpose of the Charter is among others, to ensure an effective, efficient and responsive public service and to clarify the rights and obligations of the commission's customers. It also seeks to professionalise and encourage excellence in the public service aimed at ensuring effective service delivery as required by the Constitution."
Juwah added that the Charter remained a public document that informs customers about the commission's services, outlines citizens' rights and responsibilities, specifying standard of service delivery in the form of commitments, entitlements, or promises upon which customers can expect and demand quality service as a right.
On how NCC has been able to achieve service delivery over the years, Juwah said: "NCC took commendable steps to comply with the directives of government to formulate and produce the current service Charter like the stakeholder programmes at different levels like the telecom customer parliament, consumer outreach and town hall meetings."
Servicom's Officer at NCC, Hafsat Lawal, while underscoring the launch said: "This is all about service: doing what we are employed to do, service is what we offer ourselves for, and service is what the people are entitled to expect from us. She also acknowledged that public service, is the only contact that most people have with government, so Servicom focuses on the quality of that contact or the lack of it."
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