By Ayodele Olalere
The Managing Director of the Nigerian Airspace Management Agency (NAMA), Capt. Fola Akinkuotu has charged the newly inaugurated SERVICOM (Service Compact with all Nigerians) committee to ensure that the system of service delivery in the agency meets international best practices in line with its service level agreement with customers.
Capt. Akinkuotu, who was represented by the Director of Human Resources and Administration, Hajia Maira Bashir made these remarks at the inauguration of NAMA SERVICOM Committee which took place at the agency’s headquarters in Lagos said as a service oriented agency, only excellence in service delivery can ensure that NAMA attains its vision of being a leading Air Navigation Service Provider (ANSP) in the world, stressing that the task before the committee was to monitor and ensure that fallen standards are raised and that duties are carried out effectively in an efficient manner while also providing a redress mechanism for both internal and external customers in the event of service delay or failure.
While calling on staff to give maximum support and cooperation to the committee, Capt. Akinkuotu said management on its part would provide the needed environment to ensure the success of the committee.
Also in her remarks at the event, the National Coordinator, SERVICOM, Mrs Nnenna Akajemeli lauded the agency for “striving to enhance customer satisfaction through various initiatives” adding that the setting up of the SERVICOM committee is a bold step towards ensuring transparency in its operations.
She advised the agency’s management to give prompt attention to reports submitted to it by the SERVICOM unit, adding that “the effective functioning of the committee nationwide will serve as a lubricant in the service delivery chain of NAMA for smooth operations and seamless service provision leading to customer satisfaction.”
With membership drawn from different directorates and departments including Airspace Managers at all NAMA stations across the country, the committee’s terms of reference include inter alia monitoring time frame in attending to correspondences, monitoring disposition and use of working tools, as well as assisting various departments/units in enhancing service delivery.