SERVICOM

SERVICOM is an acronym for Service Compact with All Nigerians . It was established in 2004 as the outcome of a Three-day Special Presidential Retreat on Service Delivery with the President, Ministers, Special Advisers, Presidential Aides and Chief Executives of major Extra-ministerial Departments and Parastatals.

It is an initiative of the Federal Government of Nigeria conceived to promote effective and efficient service delivery in 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.

GUIDING PRINCIPLES

Affirmation of commitment to the service of the Nigerian nation.
Conviction that Nigeria can only realise its full potential if citizens receive prompt and efficient services from the state.
Consideration of the needs and rights of all Nigerians to enjoy social and economic advancement.
Dedication to deliver services to which citizens are entitled timely, fairly, honestly, effectively & transparently.

GRIEVANCE REDRESS MECHANISM (GRM) AND CONTACTS:

NEMSA has developed various methods by which grievances can be registered and processed as quickly as possible. On the NEMSA website, www.nemsa.gov.ng, various modes of reporting observations are available to the general public and they include: a phone help desk; i-report, quick contacts phone number, contact address and email of the Headquarters, all Zonal Inspecting Offices, National Meter Test Stations, Engineering and Chemical Laboratory, etc; Facebook and Twitter handles.

Grievance(s) against an office or services of the Nigerian Electricity Management Services Agency can also be forwarded to:

The Managing Director/CEO &

Chief Electrical Inspector of the Federation

Nigerian Electricity Management Services Agency,

4, Dar Es Salaam Crescent,

Off Aminu Kano Crescent, Wuse II, Abuja.

CC: The Agency Nodal Officer,

Nigerian Electricity Management Services Agency,

4, Dar Es Salaam Crescent,

Off Aminu Kano Crescent,

Wuse II, Abuja.

08034515220

Such complaints or grievances shall be processed as outlined below:

*issuance of acknowledgement letter within three (3) days;

* disposal of written grievances within twenty one (21) days from the date of receipt;

*Appeal/Reaction from petitioner within Two weeks from when the grievance was disposed of; and

*Final disposal and closure of a case within sixty (60) days from the date the appeal was received.

WHAT WE DO

We Coordinate efforts of MDAs to develop and implement quality service charters service wide We carry out independent surveys on customer satisfaction on public services We raise Citizens’ and the public’s demands for satisfactory service from MDAs We build skills of public servants to deliver excellent service by promoting best practice in service delivery

CORE VALUES

Excellence: We are dedicated to giving the best and world class service achieving excellence Integrity: We act with honesty and integrity, not compromising the truth Accountability: We accept our individual and team responsibilities. Efficiency: Being efficient & effective in our approach to improving service delivery Commitment: To service that impacts lives of the citizens.