Automation, Next Stage Of Service Delivery In Public Sector – Danbatta

Automation, Next Stage Of Service Delivery In Public Sector – Danbatta

The Executive Vice Chairman and Chief Executive Officer(EVC/CEO) of the Nigerian Communications Commission (NCC), Prof. Umar Garba Danbatta has said leveraging the potential of Information and Communication Technology (ICT) to automate service delivery should be the next frontier of excellent service delivery to Nigerians by public institutions.

 Danbatta made the assertion in a goodwill message presented on his behalf by NCC’s Director, Public Affairs, Dr. Ikechukwu Adinde, at the opening ceremony of a three-day SERVICOM retreat, which started on December 1, 2021 at the Communications and Digital Economy Complex, Mbora, Abuja.

The retreat focused on, ‘Charter Performance Monitoring and Reporting’, was aimed at monitoring the implementation of the NCC’s Client Service Charter, identifying gaps, measuring and evaluating the progress of service delivery in the Commission.

SERVICOM, an acronym derived from Service Compact With All Nigerians, speaks to a special social contract between the Federal Government through its institutions (Ministries, Department and Agencies) and the Nigerian people that ensures services are delivered in a courteous, prompt and efficient manner.

Speaking at the event, attended by staff of NCC, Adinde said the NCC had been living up to its expectation as one of the public institution that had continued to implement the Service Charter with all its various stakeholders. The NCC Director Public Affairs stated that the digital economy drive of the Federal Government should mean that more services be delivered online to the people of Nigeria and in a more efficient manner in line with the philosophy of SERVICOM.

He said the NCC was an important partner of SERVICOM in its journey towards service delivery and excellence, and invited the participants to recall that fact in the passion and commitment of Prof. Danbatta in ensuring that telecom service providers delivered optimal service to varied categories of stakeholders.

“Therefore, from our perspective as regulator of the digital ecosystem in Nigeria, we feel that automation of service should be the next stage of service delivery. While we have started this journey with the example of REMITA, which has brought about a lot of efficiency and transparency into the payment remittances by public and Ministries, Department and Agencies (MDAs) of government,” Adinde stated.

On the implementation of the NCC Charter for SERVICOM, Adinde said the NCC boasted of one of the best and brightest brains that could be found in the public sector as civil servants, who were ingrained with good work ethics and culture. “Our staff are renowned for their warmth and geniality when dealing with internal and external stakeholders. They work as a team on the principle of achieving Specific Measurable, Achievable, Realistic, and Time-bound (SMART) objectives of the Commission,” he said.

Adinde also listed the roles of the Commission in collaborating with other MDAs in various ways, in order to achieve policy objectives of government in many fronts. He also highlighted a number of corporate social responsivity (CSR) projects of the Commission being implemented singly or jointly with other MDAs towards achieving the objective of government to serve the citizenry better.

As a further demonstration of the duty NCC owes telecoms consumers, whose interest must be protected in line with Nigerian Communications Act (NCA), 2003, Adinde said NCC created the Consumer Affairs Bureau in September 2001, to ensure consumer protection through policy development and monitoring, advocacy, as well as information and education of all shades of stakeholders.

 “Consequently, NCC is one of the few MDAs that has a dedicated toll-free number, designed specifically for the escalation of issues between telecommunications service providers and consumers. We also constantly monitor the Quality of Service (QoS), ensuring that service delivery issues are within the acceptable key performance indicators (KPIs),” Adinde