The idea of SERVICOM originated from the Federal Executive Council (FEC), as they watched the Nigerian system decay. They (FEC) came to a conclusion that no reform process will be credible and sustainable if government cannot demonstrate any leadership commitment with a public declaration about service delivery among other essentials. In this context, the then President, Chief Olusegun Obasanjo, GCFR, set up a Nigerian Service Delivery Research Team which visited the United Kingdom (UK) in 2003 to investigate how the British Government had gone about improving its service delivery. Based on their feedback, the FEC supported the implementation of a Service Delivery programme for Nigeria.
At the Special Presidential Retreat on Service Delivery in Nigeria, the President and his Ministers entered into a Service Compact with all Nigerians- hence the birth of SERVICOM on 21st March 2004. The Compact’s Core provision says: “WE DEDICATE OURSELVES TO PROVIDING THE BASIC SERVICES TO WHICH EACH CITIZEN IS ENTITLED, TIMELY, FAIRLY, HONESTLY, EFFECTIVELY AND TRANSPARENTLY.”
This was a notable step in the right direction and our prayer is that this noble imitative will not be killed by me and you for generations unborn.
SERVICOM is a Service Compact (Agreement) between the Federal Government including all its organs and the Nigerian people. SERVICOM is a social contract between the Federal Government of Nigeria and its people. It gives Nigerians the right to demand for better service. SERVICOM is all about me and you and our service to others. SERVICOM is an acronym derived from the words SERVICE COMPACT.
Simply put, SERVICOM deals with the collection of daily activities of all government agencies where services are provided to the public and put in a volume called Charter. The Charter tells the public what to expect from the service provider and what to do if the service fails or falls short of expectation.
However, in UNIUYO, we call SERVICOM “The Clients’’ Friend.” This is because at every point in time, each and every one of us becomes a “Client.” At some point you need your traveling documents to be processed, your out-of-pocket expenses to be refunded, and your retirement benefits to be processed and so on. At that point, you become the “Client” to someone in charge of that service you need. SERVICOM simply says to that service provider, please treat that client fairly, timely, efficiently and friendly. Who among us will reject such a treatment when he is in need?
The Uniuyo SERVICOM Unit started in January 2008 as a Committee, with the letter reference UU/REG/343/VOL. 1/26, dated January 29,2008 with Prof. Udo A. Etuk as Chairman and Mr. Ekpedeme A. Akpaeti as Secretary. The operation of the Committee was short-lived. However, in February, 2013 the Unit was revived by the Vice-Chancellor, Prof. (Mrs.) Comfort M. Ekpo through the letter reference UU/REG/13/T/628. The Unit has Dr. Matthew A. Ekpo as Chairman of the Committee and Head of Unit and Mrs. Nnenna I. Egwu as the Secretary and the Desk Improvement Officer. Other Officers of the Unit are the Charter Desk Officer and Customer Relations/Complaints Desk Officer.
The activities of SERVICOM UNIUYO among others include:
- to make sure quality services are provided to our clients;
- to set out the entitlements of the citizens
- to ensure good leadership at all levels in the institution.
- to educate the citizens (customers) on their rights;
- to endeavour to redress areas of service failure for proper service delivery.
WHY SHOULD I TELL SERVICOM
It is true that many people are very reluctant to complain even when their rights are tempered with or denied. Many consider their time rather than insisting on the right things at a service point/window. These and many other reasons make people whose right to proper service has been denied to sigh and walk away.
Two implications arise from this seeming “act of humility” by many. Firstly, it gives the service provider the right to continue to perpetuate the same evil on others. Secondly, a service failure in one service point perpetuated and unchecked will spread from that point to another and the whole society will be endangered.
If you tell SERVICOM, that failure in service delivery can be nipped in the bud and our society will be better off.
You can reach us in the following ways:
- Our call lines- 090760373668 (Complain Desk Officer) or 08184656868 (Focal Officer)
- Our e-mail: email@example.com or firstname.lastname@example.org
- Through suggestion boxes placed strategically on Campus
- Our office at the University of Uyo, Town Campus.
We are there to serve you.
SCHEDULE OF DUTIES FOR NODAL OFFICERS, CHARTER DESK OFFICERS, CUSTOMER RELATIONS/COMPLAINTS DESK OFFICERS AND THE SERVICE IMPROVEMENT DESK OFFICERS
SCHEDULE OF DUTIES FOR NODAL OFFICERS
- To supervise the activities of the Staff of the Unit
- To monitor the day to day running of the Unit
- To coordinate the Formulation of the MDA’s Integrated and Local Charters and make same available for public information
- To coordinate all other SERVICOM matters of the MDA i.e. Customer Relations/Grievance Redress Mechanism, thereby ensuring SERVICOM compliance
- To vet charters of the MDA before submitting them to SERVICOM Office
- To submit Units quarterly action plan to the SERVICOM Office for consideration and approval
- To periodically submit quarterly reports on SERVICOM activities of the MDA to the management
- To submit quarterly reports on SERVICOM activities of the MDA to SERVICOM Office
- To coordinate meetings of the stakeholders’ consultation forum on service delivery
- To periodically publish summary of complaints, commendations and compliments from Customers about the MDA and report same to the SERVICOM Office
- To develop and carry out sensitization programmes for the MDA and report progress of same to the SERVICOM Office
- To carry out other duties as may be assigned by the permanent secretary, Minister and SERVICOM Office.
SCHEDULE OF DUTIES FOR CHARTER DESK OFFICERS
- To guide the Department and other Service Frontline on Charter formulation
- To liaise with the Stakeholders for their input while formulating the MDA’S Charters
- To vet the MDA’s Charter to ensure conformity with SERVICOM approved guidelines
- To monitor the implementation of the MDA’s integrated as well as its local Charters periodically
- In conjunction with the Service Improvement Desk Officer to coordinate the review of the MDA’s Charter
- To periodically brief the Nodal Officer with regard to functions 1-5 above
- To carry out any other function as may be assigned by the Nodal Officer.
SCHEDULE OF DUTIES FOR CUSTOMER RELATIONS/COMPLAINTS DESK OFFICERS
- To oversee the reception area of the MDA
- To coordinate, produce and publicize the Customer Care policy of the MDA
- To produce and circulate Customer feedback format to Customers
- To collate, analyse and publicize comments by the Customers
- To coordinate the Stakeholders consultation forum
- To ensure that the Customers are aware of the MDA’s complaints procedure
- To keep record of all complaints, comments, compliments and suggestion by Customers
- To investigate and analyze complaints by Customers to ascertain and differentiate the complaints about Service delivery
- To ensure that action is taken to remedy the cause(s) of the justified complaints
- To communicate with the Complainants on the action to be taken or taken on their complaints.
- To periodically (quarterly) publish a summary of complaints, as well as commendation and compliments received and action taken
- To analyse complaints in order to ascertain trends
- To periodically review the complaints procedure after consultation with the Stakeholders.
SCHEDULE OF DUTIES FOR SERVICE IMPROVEMENT DESK OFFICERS
- To disseminate best practice and other tips on Service Delivery Improvement within the MDA
- To serve as the Secretary of the SERVICOM Committee of the MDA
- To periodically conduct Market Research with a view to identifying Customers needs an Expectations of the MDA’s Services
- To ensure the promotion of quality assurance and best practices in the MDA’s Services
- To in conjunction with the Charter Desk Officer, monitor the implementation of the Integrated and Local Charters of the MDA
- To update the SERVICOM Delivery Improvement Plans & actions of the MDA
- To carry out other functions as may be assigned by the Nodal Officer