The National Coordinator and Chief Executive Officer SERVICOM, Mrs Nnenna Akajemeli has called on the management of the Nigerian Postal Service (NIPOST) to step up and improve on service delivery standards of the agency.
This call was made when the National Coordinator made a presentation of the SERVICOM Compliance Evaluation (SCE) Reports to the Ministry of Communication and Digital Economy and the NIPOST Management, today Wednesday 3rd February, 2021.
Mrs Akajemeli, in her presentation said that SERVICOM selected for assessment and compliance using index measurement to evaluate Twenty – Two (22) General post offices and the headquarters nationwide.
The Coordinator stated that evidences gathered at the service windows evaluated were through customer interviews, discussions with management, staff and partners, review of key documents, desk research and general observation.
According to Mrs Akajemeli, highlights from the reports indicated strengths and weaknesses in various degrees of weighting. Part of the significant strengths she said, was that of well-established culture of respect accorded to customers by the staff of the postal service, as well as “first come first serve policy” were observed.
While some weaknesses she said include inadequate operational vehicles and postal bikes for post men were broken down and insufficient, which also contributed to delays in moving mails from one location to the other.
It was also observed that most of the General Post Offices visited had inadequate office accommodations and also lacked working tools such as tables’ chairs and computers amongst others.
She called on the Ministry and agency to step up on their service delivery processes that are citizens centred through efficient service delivery, timeliness adequate awareness creation, professionalism and staff training.
She proffered immediate quick fixes that will catalyse efficient service delivery processes across all the post offices nationwide.
In his response to the presentation made by SERVICOM, Mr Yahaha Rufia, who represented the Post Master General of Nigeria Mr Emmanuel Adewusi, said that the report was fair and craved the indulgence of the Ministry to assist the agency in some of it revenue processes.
In his remarks, the Permanent Secretary, Federal Ministry of Communication and Digital Economy, Engineer Festus Yusuf Dauda, assured SERVICOM Team that the reports would be looked into by the Ministry and also promised to work assiduously in ensuring improvements in services rendered by the Ministry and NIPOST.