MISSION: The Servicom Department of Nigerian Airspace Management Agency is committed to ensuring quality service delivery and providing adequate information to our esteemed customers.
One of the cardinal objectives of the Federal Government is that of efficient service delivery particularly in the Public Sector of the economy. Essentially, SERVICOM (Service Compact) was created out of the necessity to deliver quality service to all citizens.
This Department in NAMA is headed by a General Manager (Nodal Officer), with 3 Units, mainly:
1. CHARTER DESK
The main function of the Charter Desk is to publicize the day to day services rendered by each department in the organization including time frames for carrying out each job. It is an obligation from the SERVICOM Office to have the Charter in place and distributed to all frontline offices. SERVICOM Charters are promises upon which customers can expect quality Service delivery and demand their rights to good service.
2. CUSTOMER RELATIONS/COMPLAINTS DESK
The major function of this unit is to investigate and analyze complaints by customers and to ascertain and differentiate the complaints about service provision and service delivery. It is also important for this unit to make sure that action is taken to remedy the cause(s) of justified complaints.
3. SERVICE IMPROVEMENT DESK
This unit is responsible for the dissemination of best practices, promotion of quality assurance and other tips on service delivery improvement. It is also to monitor the implementation of the charters as submitted by each department.
All units in the department report to the Nodal officer who is responsible for overseeing all the activities of the various units and sanctioning of defaulting departments in the entire organization.
FUNCTIONS OF THE DEPARTMENT
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