TECHDIGEST – In a bid to enhance service delivery and customer satisfaction, the National Information Technology Development Agency (NITDA) on Thursday launched the 4th Edition of its Service Charter and the iServe Emblem, which is in line with the objectives of the National Digital Economy Policy and Strategy (NDEPS) and NITDA’s Strategic Roadmap and Action Plan (SRAP) 2021-2024.

Director General of NITDA, Kashifu Inuwa CCIE while launching the Charter and the Emblem, stressed that there is a need to efficiently align with the objectives of NDEPS and SRAP to make the Agency a high-velocity organisation with excellent service delivery culture to the public.While recalling NITDA’s holistic transformation in the last three years, Inuwa stated that a lot have been achieved in line with the vision, mission and core values of the Agency.

He said that, the NITDA Service Charter and iServe Emblem are to resolve the contemporary issues and change the way things are being done for the advancement of the nation’s digital economy.

“If we want to satisfy our customers, we need to innovate and find new ways to deliver our services. If we continue to do things the same way, we will never be able to meet their expectations.”

“We strive to meet the highest standards of customer service, which means meeting our customers’ expectations and earning their loyalty, and we are always looking for ways to improve to meet the standard of the US and UK.”

“We always use the well-known and globally standard frameworks, We adopt and adapt them, tailor them to our situation, not just copy something from somewhere and say we use it here, as a way of professionalism,” he added.While making her remark, the National Coordinator of SERVICOM, Mrs. Nnenna Akajemeli acknowledged the various milestones and relentless efforts of the Agency towards the success of SERVICOM. She urged the Agency to do more in delivering services to the citizens.

She stated that SERVICOM, an initiative of the Federal Government conceived to promote effective and efficient service delivery in MDAs, is to ensure customer satisfaction and manage the performance-expectation gap between Government and citizens.

Additionally, she said, SERVICOM is the Customer Arm of the Government that seeks to provide solutions to service delivery gaps in the public sector, focusing on the quality of contact between service providers and Service customers.

Akajemeli encourages the Agency, through its SERVICOM Committee to foster collaboration among both internal (Internal Departments and Units) and national (States & Zonal Offices) SERVICOM Committees towards ensuring more citizen-focused service delivery across the country.“SERVICOM Office believes that if the service standards stated in the Charter are implemented, monitored and performance is reported, the Agency would be repositioned to function optimally thereby ensuring that all customers are served right, which requires the commitment of all of us from the front desk to top Management staff, to ensure that quality service is provided for the benefit of all citizens at all times.

The Head SERVICOM Unit at NITDA, Mrs. Tariundu Ndoni appreciated the Director General and management of the Agency for the opportunity to contribute towards services delivery to the public.

She said iServe is an innovative effort to institutionalise excellent service delivery culture within Agency and demonstrates how NITDA, as an organisation, can transform itself to better serve customers and meet stakeholder expectations for digital technology.

Ndoni further stated that the iServe slogan “We exist to serve” is aimed at ensuring that the Agency continue to put people first, and adhere to the overarching framework.

While elaborating the iServe Slogan, Ndoni said “We means – we are part of the Public Service working collaboratively with interested partners; and Exist – the Agency was established and continues to exist as the regulator for the IT sector needs of government, while To Serve – our customers, all citizens with an excellent service.

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 TECHDIGEST – The National Information Technology Development Agency (NITDA) has pledged to explore and exploit all avenues in enhancing the effectiveness of its service delivery to its customers in the realisation of its statutory core value of putting People First.

Kashifu Inuwa CCIE, NITDA Director General, made this declaration when he gave an opening remark at the maiden edition of the agency’s Customer Engagement event held at the eGovernment Training Centre, Kubwa, Abuja.

The DG who was represented by the agency’s Acting Director, eGovernment Development and Regulations department, Mr. Bernard Ewah stated that getting feedback from customers on the activities of the Agency would not only help the Agency understand what the services mean to it but also help to improve on service delivery.

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“At NITDA, our mandate requires that we ensure that the public including institutions of government, individuals and businesses are able to utilise technology to further their individual and collective aspirations and to promote the wellbeing of the society”, he stated.

While laying emphasis on the Agency’s commitment to rendering excellent service delivery to its customers, Inuwa gave insights into the impact some of these services have made on the nation’s economy.

“Today, NITDA has cleared 272 projects for 70 Federal Public Institutions (FPIs) and cleared 300 projects for 81 organisations. In the process, NITDA has saved the Federal Government 10.6 Billion Naira”, he disclosed.

He noted that the ability to enhance the impact of ICT projects rank highest in the growth of the IT clearance process while stating categorically that improving the quality of services offered by the government using technology will enhance the ability of civil servants to discharge their duties efficiently as well as enhance the capacity of citizens to access government services promptly.

The NITDA also said that the registration of ICT companies is another service the Agency has been offering to citizens and mentioned that out of the 1,298 applications received by the Agency since its inception, a total of 1,168 have been registered. 

While urging customers to utilise all information provided on the Agency’s website and social media platforms, he promised the Agency’s commitment to improving its service delivery

“We have introduced new measures to improve on our services and I am delighted to inform you that these platforms are being upgraded. By the end of the first quarter next year when our platforms are fully upgraded, we would be able to address some of the areas causing delays and will begin to issue electronic certificates”, he concluded.

In her goodwill message, the National Coordinator of SERVICOM, Mrs. Nnenna Akajemeli who was represented by the Commission’s operations team lead, Mrs. Ngozi Akinbodewa expressed her satisfaction with the work done so far by NITDA.

She said service delivery cannot be effective without feedback from internal customers and external stakeholders, she said that NITDA has done incredibly well in excellent service delivery. 

“Actually, I am also your customer because I am part of those that registered for IT Clearance and I can start giving you my feedback that the portal is very interactive. You are doing a lot to ensure that services are delivered effectively at NITDA”, she stated.

While delivering her welcome address earlier, the Nodal Officer of the Agency’s SERVICOM Unit, Mrs. Tariundu Ndoni appreciated the DG for his support to the Unit in organising the engagement.

Asserting physical engagement as one of the best practices, she said that it would allow a more interactive aura where the experiences of customers regarding services rendered would be made known to the agency.

“We look forward to us being candid in our needs so that they can be evaluated and addressed to satisfy our customer’s expectations”, she added

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