Capt. FolaAkinkuotu, the Managing Director of the Nigerian Airspace Management Agency (NAMA), 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 and in line with its service level agreement with customers.
Akinkuotu made these remarks at the inauguration of NAMA SERVICOM Committee, held at the agency’s headquarters at the Murtala Muhammed Airport (MMA), Lagos.
A statement by NAMA stated that SERVICOM as a service-oriented agency, only excellence in service delivery could ensure that the agency attained its vision of being a leading Air Navigation Service Provider (ANSP) in the world.
The statement quoted Akinkuotu as saying that the task before the committee was to monitor and ensure that fallen standards were raised and that duties were 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.
He also called on staff of the agency to give maximum support and cooperation to the committee, adding that management on its part would provide the needed environment to ensure the success of the committee.
In her remarks at the event, Mrs. NnennaAkajemeli, the National Coordinator of SERVICOM lauded the agency for “striving to enhance customer satisfaction through various initiatives.”
She explained that the setting up of SERVICOM committee was a bold step towards ensuring transparency in the agency’s operations.
She advised the agency’s management to give prompt attention to reports submitted to it by the SERVICOM unit, stressing that the effective functioning of the committee nationwide would 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 included inter alia monitoring timeframe in attending to correspondences, monitoring disposition and use of working tools, as well as assisting various departments/units in enhancing service delivery.
