ABOUT SERVICOM NISER
Following the new reforms initiative by the Institute, the operational departments have been restructured and reorganized from five (5) to Eleven, (11) comprising of Eight (8) research and Three (3) Non research departments this was to meet the needs of the emerging socio-Economic realities facing the nation. Therefore, updating the integrated service charter becomes necessary so as to give our clients accurate information about our services and capabilities. This charter represents the daily operationalization of service compact with all Nigerian citizens (SERVICOM) upon which the people shall expect and demand prompt quality service delivery without let and hindrance.
The Integrated service charter is the social contract between the institute and its esteemed clients throughout Nigeria and beyond.
Roles and Responsibilities of SERVICOM
The reform coordination and service improvement division comprise of three (3) units Namely:
3. Customer Service/Complain
The primary roles of SERVITOR in NISER are:
- Help create awareness about service delivery activities in the Institute
- Assist in improving the capability of staff to meet the Institute delivery objectives is contained in the charter.
- Provide and set standards as a process of improving quality of service.
- Conducts SERVICOM compliance evaluation of services provided by and to the Institute.
Service Delivery Standard
Our clients should expect the following:
- Easy access to the service charter which will be produced as hand book and hand bills displayed on the notice board in the offices.
- Prompt and courteous service.
- Adequate provision of information.
- Explanation of some of the constraints under which the institute operates.
- Provision of all necessary information that the institution may require to facilitate timely processing of their request/complaints.
- Effective consultation in plain language.
- Responsiveness of the charter, including the pregnant women.
The SERVICOM unit shall carry out oversight function to ascertain and publish the overall performance against service delivery standards through on-the-spot assessment, oral interview, regular consultations and written complaints.
Grievances Redress Mechanism.
procedure: Written and unwritten
i. Who to complain to:
Grievance(s) should be channeled to:
The Director General on:
Officer–MARAFA SULEIMAN MOHAMMED
Officer –TENEILABE MILLICENT O.
ii. Time Limits for Response: Twenty-four hours (24) to respond to simple complaints/request, one week for complaints/requests that require investigation/consultation.
iii. Action to be taken: Action shall be taken by the institute within twenty-four hours after a thorough evaluation and investigation.
iv. Redress Available
Where and whenever service delivery fails to meet expectations, a client shall be entitled to seek redress in the following manner:
a) Lodge a well detailed grievance(s)/ request with the director General of the Institute.
b) Seek redress via the office’s suggestion box placed at the reception desk.
c) Contact or address a petition to the NODAL Officer or the complaints’ desk officer.
A. Obligation/ Expectation from Our clients
It is expected
that our esteemed clients shall:
a) Have access to SERVICOM charter produced inform of handbooks and also displayed on notice boards and reception desk.
b) Submit in writing all requests that require the attention of the Institute.
c) Show maximum understanding for some of the unavoidable constraints within which the Institute operates:
i. Provide all necessary information(s) that the Institute may require to facilitate prompt processing of their request/ complaints.
ii. Ensure regular consultations with the Institute to avoid hitches that could constitute service failure.
iii. Observe all procedures while seeking for service or redress in the Institute.
B. Stakeholder participation
Regular and timely stakeholders’ consultative forum such as workshops, seminars,
conferences shall be organized to determine the preferences of our esteemed
C. Existing Limitations
Existing Limitations in the Institute are:
· Paucity of funds (low budgetary allocation).
· Inadequate office equipment such as computers and internet facilities.
· Irregular training of staff.
· Change in Government policy
· Approval limitation of funds provided
How can we help you?
Contact us at the NISER office nearest to you or submit an inquiry online.