NIGERIAN Communications Commission NCC
has tasked stakeholders on the need to improve
the quality of service delivery in the Public sector,
saying its plays an increasingly important role in
the economy of many countries.
The Executive Vice Chairman of the
commission, Prof. Umar Danbatta who gave
the tasked at the national conference on public
service delivery in Nigeria yesterday in Kaduna,
noted that delivering quality service in all sectors
is considered as an essential strategy for success
and survival.
Danbatta who was represented by the
Executive Commissioner, Technical Services,
Engr. Ubale Maska noted that, “Public sector
organizations have come under increasing
pressure in the last few decades to deliver quality
services and improve efficiencies. Customer
needs and expectations are changing when it
comes to government services and their quality
According to him, “Customer service excellence
is about customer satisfaction and this applies to
both Internal and External customers, as the two
are connected in achieving Service Compact –
better known as Servicom – objectives.”
He said, putting it simply, Customer service
excellence is how well an organization is able to
constantly and consistently exceed the needs of
the customer.
“ Excellent customer service is evidenced when
an organization is honest, gives value for money,
has a high reputation, meets deadlines, has
quality products and services, has user-friendly
processes, responds to criticism, encourages
complaints and handles them properly as well
as demonstrates that it is passionate about the
In transforming the Public Service to meet
the expectations of the citizens, innovation and
responsiveness in service delivery are very
vital and they are indeed taking place around
the world as governments recognize the value
that can be achieved by these – both in terms of
desired policy outcomes and increased citizen
trust in government. Evidence shows that there
are strong links between Service and the Trust
and Confidence that citizens have in government.
“By the way, governments have often been
perceived to lag behind the private sector in
quality service delivery. Sincerely, service quality
practices in many public sector organizations in
Nigeria are slow and are further exacerbated
by difficulties in measuring outcomes, greater
scrutiny from the public and media, a lack of
freedom to act quickly without authorization and
a requirement for decisions to be based on extant
law.” He stated.
The NCC boss said that the most important
aspects of service users participation is their
aspiration for variety, quality and appropriate
costing of service delivery. According to him,
“Trust is without doubt the key to success for
improving Public services. Mutual trust will
generate positive communication and interaction
and create more meaningful services.”
“The commission has developed series of
initiative with the main goal of empowering
consumers with appropriate information that will
ensure that their rights are not only protected, but
their choices provide them with value for money.
“The forum seeks to educate the consumers and
stakeholders on contemporary issues generating
interest in the industry.
“It also serves as a feedback mechanism for the
commission in making regulatory intervention for
the benefit of the consumers, the service providers
and the industry as a whole,” he said.
He said the consumers as target beneficiaries
of all their activities, make them to enjoy primary
focus by ensuring that they get good quality of
service, value for money spent, timely and fair
redress of complaints.
“The rights include but not limited to; the right
to receive correct information on services they
subscribed to, the right to be provided with clear,
complete and accurate information,” he said.