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The Corporate Affairs Commission’s service delivery index is within acceptable limits and so far the highest among government agencies in the country, says SERVICOM.
The SERVICOM scribe, who stressed that evaluation reports contain findings (strengths and weaknesses) and scores of the evaluated MDAs, said such reports were usually presented to CEOs and others with a charge for them to implement the recommendations made on how to mitigate identified service delivery gaps.
This revelation was made in Abuja by the National Coordinator/CEO of Servicom, Nnena Akajemeli, while presenting the Servicom Compliance Evaluation (SCE) of the CAC Headquarters and some of its selected offices across the country.
She described the SERVICOM Index as an objective scientific measuring tool that consists of five (5) dimensions weighted in the order of 30% for service delivery, 24% for timeliness, 18% for information, 16% for professionalism, and 12% for staff attitude.
Nnenna Akajemeli said the overall objective of the SCE is to ensure citizen-focused service delivery in the Commission and to work to improve the customer experience.
The National Coordinator, SERVICOM, therefore revealed that the evaluation report ranked the CAC as the highest government agency in service delivery so far.
She further revealed that to arrive at the decision, the exercise ensured meticulous examination and application of the index in the Commission’s 18 state offices in 20 locations, interacting with customers, stakeholders, accredited agents, and vendors, amongst others, in addition to reviewing the Commission’s service timelines, website performance, and other relevant documents.
While congratulating the CAC for the milestone achievement, the National Coordinator/CEO of SERVICOM charged it to work towards closing identified gaps with a view to further enhancing the customer experience.
Responding, the Registrar General/CEO of the Corporate Affairs Commission, Alhaj Garba Abubakar, thanked SERVICOM for the assessment and the feedback, which he described as key to an organisation that has over the years been committed to continuous improvement in its processes and procedures.
Alhaji Garba Abubakar said the Servicom compliance evaluation was apt and therefore reassured of the Commission’s resolve to ensure continuous reforms as the only agency of government that operates a self-service portal enabling customers access to start-to-finish transactions.
He revealed that the Commission’s Customer Relationship Management (CRM) in line with global best practices was now active for customers to leverage and resolve challenges in record time.
The Registrar General therefore pledged to ensure full implementation of the recommendations for the benefit of the Commission’s valued customers and used the forum to commend what he called the unrivalled commitment and sacrifices of the CAC staff across the country.
Highlights of the event included the formal presentation of the SERVICOM compliance evaluation to the Registrar General by the National Coordinator/CEO of Servicom.
CAC News reports that SERVICOM is an acronym for Service Compact with All Nigerians, which was established in 2004 as the outcome of a three-day special presidential retreat on service delivery.
SERVICOM is aimed at promoting effective and efficient service delivery in MDAs to ensure customer satisfaction and manage the performance-expectation gap between the government and citizens, as well as other members of the public, on issues of service delivery.
The overall objective of the SCE is to ensure citizen-focused service delivery in MDAs, while the specific objective includes identifying gaps in service delivery and making recommendations to MDAs to improve customer satisfaction and accountability.
