SERVICOM UNIT

The Ministerial Servicom Unit (MSU) was established by the directive of the Federal Executive Council through a circular issued by the Secretary to the Government of the Federation on March, 10, 2005.

FUNCTIONS

• Spearhead the Ministry; Extra-Ministerial Department or Parastatals Service Delivery Initiative through Servicom compliance;

• Produce, review and monitor performance of charter from the Ministry and it’s Parastatals;

• Manage the Ministry’s customer relations policy including opportunities for customer feedback on services;

• Institute a complaints procedure including Grievance Redress mechanism for Ministry and it’s Parastatals;

• Institute appropriate market research techniques in identifying customer needs and expectations;

• Ensure the promotion of quality assurance and best practices in the Ministry’s performance of its functions;

• Provide a comprehensive and effective turning policy for frontline staff on customer relations and related matters;

• Disseminate best practices and other tips on service delivery improvement;

• Serve as a link between the Ministry and Servicom office;

• Serve as the secretariat of the Ministry’s service delivery Committee;

• Manage links with strategic partners and other stakeholders on Service Delivery, Market Research, Customer Care/Returns etc.

• Facilitate a safe and conducive working environment for staff at all levels of service delivery.