SERVICOM, World Bank Launch Grievance Management Platform

On Thursday, SERVICOM and the World Bank unveiled Nigeria's electronic grievance management (EGM) platform, aimed at enhancing service delivery and accountability in the public sector. Ibrahim Kana, the Permanent Secretary of the General Services Office, emphasized the importance of citizen satisfaction and the need for a transparent system.

The initiative is part of a broader effort to institutionalize service charters and complaint handling systems across ministries, departments, and agencies (MDAs). The EGM platform is supported by the World Bank, reflecting confidence in Nigeria's capacity to manage grievances sustainably.

This partnership is seen as a testament to SERVICOM's proven capabilities and aims to strengthen public trust and safeguard investments in development. Helen Lawal, the National Coordinator of SERVICOM, noted that the platform builds on strong institutional foundations and leverages digital innovation to create a central mechanism for managing complaints and feedback.