MISSION:

We stimulate the drive for reform and institutionalize best practices in the work processes of MDAs in Enugu State through:

  • Sensitization and training on best practices in SERVICOM and Government service delivery policies.
  • Development of performance enhancement practices and tools like key Message, handbooks and citizens/Customers complaints handling Mechanism.
  • Assisting MDAs develop, review and implement Customer Service Charter.
  • Monitor implementation of service charter.

VISION:

An Enugu State where MDAs overcome the challenges of service failures and are repositioned for effective delivery to the citizens.

VALUES:

  • Timeliness
  • Competence
  • Accountability
  • Impartiality
  • Integrity
  • Transparency
  • Excellence
  • Empathy

SERVICES LEVEL AGREEMENT (SLA)

S/N LIST OF SERVICE PROVIDED STANDARD OF SERVICE TO BE DELIVERED
1 We facilitate the development of service letters By providing accurate technical assistance to any MDA that request for our services within two working days
2 We resolve customer complaints, requests and grievances a) by responding to complaints, requests and grievances courteously within 7 working days
b) resolve grievances impartially within one month.
3 We provide platform for knowledge sharing on successes for performance improvement a) convene quarterly meeting of
Nodal officers
b)  report of the meeting to be ready
within one (1) week
4 We facilitate the institutionalization of knowledge management in MDAs a)  by discussing with five (5) MDAs on
knowledge management and
communication strategy bi-monthly
b)  report to discussion to be ready
within thirty (30) working days
5 We review periodically as the need arises, Service Charter of MDAs Service Charters of some MDAs are reviewed every two (2) years with SERVICOM Charter evaluation checklist
6 We interact/sensitize staff of MDAs on Enugu State Service Delivery Policies Visit every MDAs annually for interaction
7 We monitor services against stated standards By spot checking and reporting on at least two (2) MDAs monthly
8 We organize performance appraisal of MDAs adaptation to SERVICOM principles a) by assessing and reporting on at least two (2) MDAs every month
b) appraisal report on 34 MDAs yearly
9 We provide MDAs with citizens registers for complaints or feedback from citizens on service received The schedule officer issues it immediately free of charge on receipt of written a request from MDAs

COMPLAINTS AND GRIEVANCES REDRESS MECHANISM

Citizens with complaints, request and grievances are expected to:

  • Approach the concerned MDA service window first for redress
  • Approach the concerned SERVICOM Unit of the MDA or the Chief Executive
  • Know that if the grievance is not addressed satisfactorily, the aggrieved should call or visit the SERVICOM Office
  • Understand that certain grievances can be reported using our telephone lines
  • Present your complaint/ request in writing

CONTACT

Physical Address: Office of the Governor SERVICOM State Secretariat Enugu.

Phone Numbers: 

07039682449 - SPA to the Governor SERVICOM

08061338583 - Head of Unit, Monitoring and Evaluation

08037109091 - Head of Unit, SERVICOM

08037741133 - Head of Unit, Customer Service

08064771771 - Head of Unit, Office Management

08068091218 - Head of Unit, Knowledge Management

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