Servicom
It is an initiative by the Federal Government of Nigeria to conceive and to promote an effective and efficient service delivery in Ministries Departments and Agencies (MDAs) to ensure customer satisfaction and to manage the performance-expectation gap between Government and citizens as well as other members of the public on issues of service delivery.
SERVICOM equally gives the public the right to demand good services as contained in MDAs’ Service Charter, One of its goals is to ensure that service takers understand their rights to public services, the service standards they should expect and how to demand for that service or speak up where it is deficient or lacking.
SERVICOM, is a solemn compact as well as an institutional mechanism conceptualized to fight against service failure by ensuring that organs of government in Nigeria deliver to citizens and other residents in the country, the services to which they are entitled to.
SERVICOM operates through a network of Ministerial SERVICOM Units (MSUs) established in all MDAs to refocus every Institution in the public service towards better service delivery and supports these MSUs to write up Service Charters, establish Complaints Systems at service front-lines as well as develop Service Improvement Plans.
The SERVICOM unit is one of the newly created units under the present administration of [Dr. Bayero Salihu Farah (Fcilt)]. It was a committee, before being upgraded to a full pledge unit under the supervision of the Director General Chief Executive’s Office. It is headed by the Deputy Director and supporting staff of about eleven (11) of them.
Vision Statement
To become an internationally recognized center of excellence, providing world-class professional training, research, advice and solutions to all issues relating to transportation in Nigeria and Africa.
Mission Statement
To systematically provide professional training in all aspects of transportation and offer research and consultancy services to private and public transport agencies for the achievement of management excellence in all modes of transport in Nigeria and the West African sub-region.
Philosophy of the Servicom Unit
The success of SERVICOM Unit is therefore directly tied to the knowledge, skills and integrity of its workforce. In conducting our work, we are guided by the following core values and philosophies as enshrined and guided by the SERVICOM rules and regulations nationwide and within the scope of Transport professionals and the mandate of NITT establishing it.
Servicom Core Values
- Excellence: We are dedicated to be giving the best and world class service and achieving excellence.
- Integrity: We act with honesty and integrity, not compromising the truth.
- Accountability: We accept our individual and team responsibilities.
- Efficiency: Being efficient and effective in our approach to improving service delivery.
- Commitment: Committed to service that impact lives of the citizens.
- Value addition: We are committed in value addition of the existing structures and services.
Sections in the Servicom Unit
For the unit to be fully effective and efficient in services delivery, the following sections are hereby designated to each and every staff in the unit. As follows:
- Head SERVICOM / Focal Officer of the Institute.
- Desk Coordinating Officer
- Customer Care/Complaints Desk Officer
- Charter Desk Officer
- Service Improvement Desk Officer
- Suggestions/Signboards Officer
- Admin Officer
- Facility Officer
Activites of the Unit
Since its inception by the year 2021, the unit has successfully embarked on so many activities among them are:
- The hosting of 2021 Global Ministerial SERVICOM Committee Meeting of Focal Officers of Parastatals under the Federal Ministry of Transportation (FMoT), Abuja.
- SERVICOM Unit is organizing sensitization to all Departments/Units for their staff, students/participants within the Institute.
- Installation of signboards, suggestion boxes, banners and rolls up banner in all Departments/Units within the Institute Headquarters and its liaison offices across the nation.
Upcoming Events
- Customer Care Service week schedule to hold in October every year.
- SERVICOM sensitization to the Liaison Offices and Outreach Learning Centers respectively.
Complaints/Grievances and Redress Mechanism
- Report service failure, Complaints, Suggestions, Recommendations and Advices directly to the SERVICOM Office in the Institute.
- Also, address your Complaints, Suggestions, Recommendations and Advices through suggestions boxes within the Institute.
- Report through the following:
Email Address: servicom@nitt.gov.ng
Phone No: 08065298228, 08141747648, 08063304082
Functions of the Servicom Unit
- To co-ordinate, review and monitor performance of Service Charters from all the Departments / Units in the Institute.
- To manage the Institute Customer Relations Policy including providing opportunities for customer feedback on services delivered.
- To establish a Complaints Procedure including Grievances and Redress Mechanism.
- To identify appropriate Market Research techniques in identifying Customer needs and expectations.
- To ensure the promotion of quality assurance and best practices in the Institute and its functions.
- To ensure and monitor an effective training provision for frontline Staff and other Customers Relations and related Matters.
- To provide best practices and others on service delivery improvement on all programmes offered by the Institute.
- To facilitate a safe and conducive working environment for Staff at all levels of service delivery.
- To spearhead the Institutes Service Delivery Initiative through SERVICOM compliance.
Servicom Staff
| S/NO | NAMES | RANK/DESIGNATION | PHONE NO. |
|---|---|---|---|
| 1 | Mal. Umar Mohammed Bello | Head SERVICOM | 08065298228 |
| 2 | Ahmed Umar Ahmed | Coordinating Officer | 08141747648 |
| 3 | Aisha Hamidu | Customer Care | 08039355028 |
| 5 | Abdulsalam Umar | Charter Desk Officer | 08063304082 |
| 6 | Nura Ibrahim Burga | Suggestions /Signboards Officer | 08035393380 |
| 4 | Murtala Muhammad Jobbo | Admin Officer 1 | 07036407529 |
| 7 | Hassan Aminu Gumi | Service Improvement Desk Officer | 08039738739 |
| 8 | Ibrahim Salisu | Facility Officer | 08131911721 |
| 8 | Aliyu Ibrahim | Admin Officer 2 | 08036378425 |
| 9 | Ahmed Mohammed | Customer Care 2 | 08117576311 |
| 10 | Musa Usman | Office Assistant | 09037775590 |
| 11 | Adiele Fidelia .C. | Principal Confidential Secretary 1 | 08032859753 |
Servicom Organogram
