The National Coordinator/CEO of SERVICOM, Mrs. Nnenna Akajemeli has advocated for innovative and proactive improvements in internal processes in the National Youth Service Corps (NYSC) to elevate its status to a five-star citizens’ service-centered delivery organization.
This statement was made when the National Coordinator addressed the NYSC during the SERVICOM Networking Committee meeting tagged ‘’Adopting innovations for Effective and Efficient Service Delivery’’ for Nodal/Focal and Desk officers recently in Abuja.
The SERVICOM Boss while presenting her paper, informed the officers that Corps members who come to take services expect more transparent, accessible, and responsive services from NYSC.
Therefore, identifying which service(s) corps members find most problematic and measuring the extent of that dissatisfaction is one way the Scheme can prioritize areas for improvement.
Mrs. Akajemeli urged the management to combine feedback from customers with internal data to uncover issues that cause service failures and also carry out stakeholder engagements through customer surveys and other feedback channels.
She further explained that a customer’s journey is the entire experience that a person has when seeking service in an organization and that the Agency should develop a chart of how citizens experience these journeys, translate improvement opportunities into solutions and improve the journey by simplifying processes, eliminate bottlenecks to enhance service delivery efficiency.
While speaking on steps to improve the customer’s journey, The National Coordinator emphasized the process improvement strategies which she said will make the Agency’s operation recognizable and more successful.
In her words, ‘’ By taking the steps listed in this presentation, NYSC can better understand the needs of their stakeholders and translate those needs into targeted, effective service-delivery improvements to increase citizen satisfaction’’ She said.
In his introductory address, the Head, of the Reforms Unit, Mr. Abdullahi Yusuf Baba, said the meeting in line with SERVICOM mandate is organized annually and deliberately designed to prepare the Nodal, Focal, and Desk Officers as foot soldiers of the Scheme in their various departments, Area offices, States and other NYSC formations Nationwide for the noble task of ensuring effective and efficient service delivery.
In his welcome address, the Director-General of National Youth Service Corps (NYSC), Brigadier General Mk Fadah said that, in a bid to ensure world-class Service Delivery, the scheme has put mechanisms in place for assessing the impact of our services, through the establishment of the NYSC Radio and Television Stations, toll-free telephone lines, provision of suggestion boxes, as well as meetings with our Nodal, Focal and Desk officers to review commendations, complaints, and suggestions.
General Fadah said that, the modest steps taken with other SERVICOM guidelines informed the conferment of Awards on the Director-General and the Nodal Officer in 2021 and that the SERVICOM National office elevated the NYSC to a 4-Star organization.
He further gave his commitment to ensuring continuous improvement through best practices, including training and sensitization of field officers on work ethics, discipline, as well as timely and transparent Service Delivery.