With the aid of a cultural dance performance, a drama presentation and exhortative speeches to a cross section of Nigerians assembled in the auditorium of PTDF Office Complex, the SERVICOM Unit of the Petroleum Technology Development Fund, re-asserted its presence and relevance in driving service excellence in the Fund. This was at a one day sensitization workshop with the theme Service Excellence: imperative of efficient Service Delivery in a work place.
It was a workshop with a difference. Speeches were laced with cultural dance performances by the Abuja Unity Troupe depicting unity in Nigeria’s diversity. The drama sketch aptly captured the issues and concerns about Service delivery in most public institutions identified as ineffective, wasteful, slow to change and indifferent to the needs of the citizens in Nigeria.
According to a renowned service activist and radio publicist, President and Founder of Brekete Family Worldwide, Mr. Ahmed Isah, “Nigerians are so used to being underserviced, underserved, disserviced for too long a time that Nigerians no longer even claim their rights where necessary”. Ahmed Isah also popularly described as ‘the Voice of the Voiceless’ delivered the key note address at the occasion. Raising concerns about service delivery in the public service, he cited many instances of service failure by institutions. “Even the various government hospitals we have in Nigeria, a woman in labour will be insulted by a nurse. It is not only there, we have government institutions that you cannot just finish mentioning their names without adding the name Service; The Nigerian Immigration Service; Prisons Service; Nigerian Customs Service. You hear helpless Nigerians in Diaspora complaining about difficulties in renewing their international passports, all because those that are saddled with the responsibility of rendering service have failed”.
Describing Nigeria as a big brand, the Acting National Coordinator, SERVICOM Office, the Presidency, Mrs. Nnenna Akajemili, said at the sensitization workshop, that in order to sustain the greatness of Nigeria, as a big brand, all the different components must play their expected roles in the Service Compact with Nigerians. “If PTDF positively and excellently delivers its assigned roles and responsibilities, if the Ministry of Education, if the National Universities Commission, if the hospitals, if the schools can all play their parts, these will definitely result in excellent service delivery in Nigeria that is comparable to the developed world. We have our different roles to play to ensure that service begin to serve the people”. She said that SERVICOM being a social contract between the Federal Government of Nigeria and its people, gives Nigerians the right to demand for quality service. This makes it imperative for officers providing services that are critical to good governance to have citizen- focused mindset, commitment and integrity as well as equipped with relevant skills.
The National Co-ordinator, SERVICOM Office commended the significant role PTDF plays in the political and socio-economic development of Nigeria, and the commitment and support of the Acting Executive Secretary to service excellence. She however advised those who interface between PTDF and its customers to understand the organisations boundaries for the provision of customer service. “PTDF can learn from the feedback from its customers and the performance of other MDAs, to evolve its approach to customer service. Customer service excellence is more than a marketing slogan and should be reflected in the culture of PTDF and full commitment of its leadership”.
The Acting Executive Secretary, Petroleum Technology Development Fund, Ahmed Galadima Aminu, while welcoming participants to the workshop said the hosting of the event and the thematic direction conforms with the new thinking of the Fund towards maximising available opportunities in the face of stiff competition for scarce resources.
He acknowledged that PTDF as a capacity building agency has over the years inculcated service delivery, transparency, and integrity in the implementation of its programmes and projects as well as in its interactions with its stakeholders. While there is room for improvement, this according to him will be “ in tandem with the Federal Government and President Muhammadu Buhari’s statement that Nigerians should not see the “ Change” slogan of this administration only in terms of social and economic reforms but also in the role that each citizen must play in actualizing it.
The Acting Executive Secretary urged staff of PTDF participating in the workshop to strive and acquire the required knowledge and skills that will assist them in applying the principles of efficient service delivery in PTDF, rekindle staff awareness of the existence of the Unit as a ‘Watch Dog’ over every aspect of PTDF operations in terms of how staff delivers service to members of the public.
“Dear colleagues, I believe that at the end of today’s workshop, new lessons will be learnt and internalized for the benefit of our day to day activities, while everyone will become a disciple of efficient public service delivery”.
Kalu Otisi Esq.
Head, Press and External Relations (PTDF)
September 26, 2016