THE National Coordinator, SERVICOM, Mrs Nnenna Akajemeli, on Tuesday in Abuja, awarded a fair grade in service delivery to the National Identity Management Commission (NIMC).
The SERVICOM Coordinator gave the score while presenting the SERVICOM Compliance Evaluation Report to the management of NIMC, tasking them on the speedy production of identification cards.
Akajemeli said that from their findings customers complained about the delay in the registration process and card production due to lack of good internet connection, poor power supply, inadequate working tools among others.
According to her, the government has empowered SERVICOM to evaluate the performance of Ministries, Departments and Agencies (MDAs) based on their service standard and from point of view of customers.
“For better customer satisfaction, the cause of delay in card production should be communicated to customers instead of leaving them in the dark.
“There is need to let out more information as to where people can access NIMC services, also adequate internet connection should be provided for effective service delivery.
“ A lot more needs to be done for customer satisfaction, adequate working tools, fully functional offices should be provided, precise and detailed targets should be set for members of staff.’’
She also urged NIMC to prioritise the welfare of their staff particularly those in the states to boost their morale and attitude to work.
She added that some officers absent themselves from office leaving customers unattended to and to ensure customer-friendly environment.
According to her, feedback from customers and stakeholders meeting should be well documented to improve the confidence and trust of customers in the system.
She urged NIMC to enhance its service delivery nationwide as the report emanated from the evaluation of thirteen NIMC offices across the country, namely Lagos, Bauchi, Ogun, Kogi, Kano, Jigawa, Kwara, Delta, Edo, Gombe, Imo, Abia and Abuja.
Akajemeli, however, commended NIMC for their sensitisation and awareness programme so far and spread of enrolment centres across the country for easy access by customers.
She added that their prompt attention to the aged, physically challenged and pregnant women during registration were commendable stating that they have done well in spite of the challenges the organisation is faced with.
In his response, Mr Aliyu Aziz, Director General, NIMC, thanked SERVICOM for their detailed report and efforts in carrying out the evaluation.
Aziz said that they have noted their areas of weaknesses and would ensure they improve their performance by correcting all the abnormalities mentioned.
He added that the organisation would send its staff to attend lectures in the SERVICOM institute to learn more about service delivery.
The DG explained that the system of obtaining the National Identification Number (NIN) is a centralised one and the number has to be generated at only one centre and that is one of the reasons for the delay.
He added that many people pay more attention to getting their cards but the NIN is the most important.
“We are in a digital era and we need to change our focus from the card to the number, it’s just like the Bank Verification Number, you don’t need a card for that.
“But it is our mandate to produce the card and we will ensure that, if funds permit because a card causes at least 2000 naira to produce but the recession in the country has hindered us to an extent.
“So far we have created about 900 enrolment centres but to meet the demands of Nigeria we need 4,000 centres,’’ he said.
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He noted that although adequate power supply was not the responsibility of the organisation, but a lot of money was being spent on generators to ensure the office keeps working.
Aziz also said that the progress recorded in the SERVICOM evaluation reports started just two years ago adding that they won’t relent in their efforts to deliver their mandate.