The 4th Edition of the National Information Technology Development Agency’s (NITDA) Service Charter was designed to resolve the contemporary issues and change the way things are being done for the advancement of the nation’s digital economy.
NITDA had launched it alongside its iServe Emblem, in line with the objectives of the National Digital Economy Policy and Strategy (NDEPS) and NITDA’s Strategic Roadmap and Action Plan (SRAP) 2021-2024.
Speaking at the launch, the Director General of NITDA, Kashifu Inuwa stated that there is a need to efficiently align with the objectives of NDEPS and SRAP to make the Agency a high-velocity organisation with excellent service delivery culture to the public.
“If we want to satisfy our customers, we need to innovate and find new ways to deliver our services. If we continue to do things the same way, we will never be able to meet their expectations.”
“We strive to meet the highest standards of customer service, which means meeting our customers’ expectations and earning their loyalty, and we are always looking for ways to improve to meet the standard of the US and UK. We always use the well-known and globally standard frameworks, We adopt and adapt them, tailor them to our situation, not just copy something from somewhere and say we use it here, as a way of professionalism,” he added.
According to the National Coordinator of SERVICOM, Mrs. Nnenna Akajemeli SERVICOM, an initiative of the Federal Government conceived to promote effective and efficient service delivery in MDAs, is to ensure customer satisfaction and manage the performance-expectation gap between Government and citizens.
Akajemeli encourages the Agency, through its SERVICOM Committee to foster collaboration among both internal (Internal Departments and Units) and national (States & Zonal Offices) SERVICOM Committees towards ensuring more citizen-focused service delivery across the country.
The Head of SERVICOM Unit at NITDA, Mrs. Tariundu Ndoni, said iServe is an innovative effort to institutionalise excellent service delivery culture within the Agency and demonstrates how NITDA, as an organisation, can transform itself to better serve customers and meet stakeholder expectations for digital technology.
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