SERVICOM Urges MDAs to Enhance Citizen-Centered Services

The SERVICOM Office of the Presidency convened a meeting in Abuja to launch its Second Quarter Charter Performance Report, urging Ministries, Departments, and Agencies (MDAs) to prioritize citizen-centered service delivery. Acting National Coordinator Mrs. Helen Lawal welcomed attendees, highlighting the meeting as a platform for accountability, transparency, and continuous improvement in government institutions.

She stated that the quarterly review would focus on four critical result areas: Work Plan Implementation, Charter Performance, Customer Satisfaction Survey, and Complaint Handling. Lawal emphasized that these areas serve as key performance indicators for measuring how well institutions meet their service commitments to citizens.

She reiterated that the Service Charter is a public promise to citizens, while customer satisfaction surveys and complaint handling mechanisms are essential for performance measurement and improvement. Lawal called for sincerity and openness from Nodal Officers and SERVICOM Unit staff in their presentations, stressing that Nigerians expect public services to be timely, accessible, transparent, courteous, and efficient.