Servicom Department

INTRODUCTION

The Nigerian Institute of Transport Technology (NITT) is a leading Training, Research andDevelopment Institute in Transport and Logistics Industry in Nigeria and West African Sub-region. For over two decades, the Institute has been in the vanguard of Transport and Logistics education and research in Nigeria, serving both the public and private sector of the economy.

VISION

To become an internationally recognized centre of excellence, providing world-class professional training, research, advice and solutions to all issues relating to transportation in Nigeria and Africa.

MISSION

To systematically provide professional training in all aspects of transportation and offer research and consultancy services to private and public transport and logistics agencies for the achievement of management excellence in all modes of transport in Nigeria and the West African sub-region.

SERVICE RENDERED

  • Long-term Professional Training
  • Continuous Skills Development
  • Research, Consultancy & Advisory
  • Transport Intelligence; and
  • Transport Technology Development

LIST OF CUSTOMERS

INTERINTRAPUBLIC
Federal High CourtFMOTDangote Plc
PTDFNPABUA Nigeria Limited
Export Promotion CouncilNIWAInternational NGOs
Transport Secretariat, FCDANIMASAIntels
States Ministries of Works and Transport.NRCGreenview Limited
States Mass Transit CompaniesCRFFNPrivate Individuals etc.
FRSCNAMA
NNPCFAAN
States Directorate of Road Traffic Services (VIO)NCAA
Nigerian Policy ForceAIB
Nigerian Military
Para-Militaries
NEMA etc.

 

PERFORMANCE TARGETS

  • Short Term courses, with duration of between 3 days – 2 weeks, are primarily
    designed to enhance skills and competency of operatives and management cadres
    of the transport and Logistics sectors.
  • Long-Term Courses leading to the Award of Certificate, Diploma, Advanced
    Diploma, Post-graduate Diploma and; Master in Transport and Logistics, with
    duration of between 6 – 12 months are professional knowledge based programs
    targeted at junior and middle cadre management levels cadre of the transport
    sector.
  • The performance target is to ensure that participants’ of all these programs
    exhibit/portray high level of professionalism on their job post attendance of NITT
    training, as well as improved productivity at work.

OBLIGATIONS OF:

Customers Staff Management Service Providers
Formal indication of interest in NITT programsAdvertise programs;Provide serene and secure environment for learning;Understand and Comply with Institute Vision and Mission;
Procurement of application for (Long Term Training);Process admission, where applicable;Provide decent and conducive accommodation for participantsEnsure supplies meet Institute specification and standard;
Prompt Payment of course fee (Short-Term Training);Register participants for programs;Ensure regular supply of electricity;Ensure prompt delivery of service;
Register for the course of study;Prepare classrooms and other teaching aids;Provide medical facilities for health and emergency needs;Report barrier to service delivery to Servicom Desk
Available for lectures;`Engage lecturers (Internal and External)Provide recreation facilities;
Compliance with rules and regulations of the InstitutePrepare Time Table for Lectures;Provide state- of -the –art- classrooms and Laboratory;
Available for exams; where applicable;Prepare participants for Examinations, where applicable;Prompt payment of lecturers (Internal and External)
Prompt payment of consultancy fee, based on agreementEnsure strict compliance to rules and regulations by participantsSupport Cordial relationship with clients
Report identify service gaps to Servicom Desk;Arrange for local and International study tours for participants, where applicable; Support SERVICOM Unit to ensure value added service is delivered in right quality and quantity etc
Ensure service is delivered in standard quality and promptly etc Training and retraining of staff etc

 

COMPLAINTS/GRIEVANCES REDRESS MECHANISM

  • Report service failure to Head of Unit/ Department.
  • Report complaint through designated questionnaire administer on participants;
  • Report service failure through suggestion boxes;
  • Redress through the Head of Department;
  • Redress through Institute Standing Committee on Service Delivery.

STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION

  • Attendance at Stakeholders forum on Service Delivery in the Institute;
  • Participation at Customers Interactive week Program;
  • Identification of service failure and reporting same to the authority;
  • Prompt response to Service Delivery survey (Questionnaire)
  • Provision of feedbacks (complaint) on service failure on any areas of the Institute service
    delivery process.

SPECIAL NEEDS PROVISION

  • Ramp access to Ground floor classrooms are available;
  • Noticeboard are provided for periodic service information and news on development in the Institute, for the use of staff and general public;
  • Weekly Schedule of Visit to Director General office by the public is available;
  • Door labeling are provided in each office, for ease of identification to public;
  • Directory of Offices are provided at entrance to the Institute;
  • Big sign post is provided at entrance to the Institute.
  • Further details on Institute services are provided n the Institute website.

EXISTING LIMITATIONS

Lack of sufficient fund to carry out some of the requisite processes required ensuring
standardized service process, such as training and retraining of staff, periodic stakeholder
interaction, and publication of bulletin on service delivery and any other projects on service
delivery is a major change inhibiting nipping in the bud service failure in the Institute.

REVIEW OF CHARTER

This Charter shall be reviewed annually prior the commencement of new academic/ training
session; which usually commences by end of 1 st quarter (January-March) yearly. In the course of
the previous year, stakeholder forums ( comprises of staff and customers) shall be conducted to
interact and collect views of stakeholders on identified service gaps/ failure, with a view to
addressing them applying suggestions and recommendations of the stakeholders.
Also, the regular questionnaire administered on the stakeholders *customers and service
providers) by the SERVICOM Unit shall be analyzed to determine areas of service failure, so as
to address them in the New Year accordingly.

NITT SERVICOM MEMBERS

  1. Dr. Joshua Odeleye (Nodal Officer)
  2. Mr. Abdullahi Saleh
  3. Mr. Tijjani Abdulgnaiyu
  4. Mr. Dauda Suleiman
  5. Mrs. Ruth Abiodun Moses

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