SERVICOM
is the engine for service delivery program in the Agency. It is
headed by a Nodal Officer who reports directly to the Director
General/Chief Executive. The unit has officers in charge of the
following critical desks:
- Charter formulation, Implementation and Review;
- Customer Relations/Grievance Redress Mechanism; and
- Service Improvement
Functions of the Unit are:
- To spearhead NOSDRA's Service Delivery Initiative through
SERVICOM compliance
- To produce review and monitor performance of the charter.
- To manage NOSDRA's customer relation policy including providing
opportunities for Customer feedback on services.
- To institute a complaints procedure including Grievance
Redress Mechanism for the Agency and its field offices.
- To institute appropriate Market research techniques in
identifying customer needs and expectations.
- To ensure promotion of quality assurance and best practices
in the Agency's Performance of its functions.
- To provide a comprehensive and effective training policy
for front line staff on customer relations and related matters.
- To disseminate best practices and other tips on service
delivery improvement.
- To serve as a link between the Agency and servicom office.
- To facilitate a safe and conducive working environment
for staff at levels of service delivery.
|
