AG NATIONAL COORDINATOR SERVICOM APPLAUDS FCTA FOR CITIZENS-FOCUSED REFORMS

By: Lydia Fulani

The Acting National Coordinator and Chief Executive Officer of SERVICOM, Mrs. Helen Lawal, has applauded the leadership of the Federal Capital Territory Administration (FCTA) for advancing citizens-focused reforms.

Lawal made the commendation during the launch and unveiling of the maiden Service Charter of the FCT Department of Pension and the celebration of Customer Service Week at the Area Councils Service Commission, Area 3, Abuja.

She described the unveiling of the Service Charter as a significant step towards improving service delivery, noting that it clearly defines how the department should serve retirees, pensioners, and desk officers.

According to her, going beyond the bare minimum requires demonstrating empathy and patience towards elderly citizens, reducing waiting times, and leveraging technology through initiatives such as electronic file tracking and online portals.

She said the Service Charter would serve as an operational tool for building trust and clearly communicating citizens’ entitlements while setting realistic service standards, including the reconciliation of retirement savings accounts within five working days.

Lawal stated that the department would be better positioned to function optimally if the standards contained in the charter were properly implemented, monitored, and reported.

She therefore urged the management to give the charter wide publicity and ensure that frontline staff were adequately empowered to deliver on its provisions.

In her welcome address, the Director of the FCT Pension Department, Mrs. Egunyanga Ngozi, highlighted empathy, courtesy, and respect among the department’s core values.

She also commended the Permanent Secretary, Common Services, Mr. Rotimi Babatunde Ajayi, for his unwavering support for the department.

A former Director of the FCT Pension Department, Mrs. Elizabeth Atang, in her goodwill message, revealed that SERVICOM was initiated during her tenure.

“We initiated it because I can’t say I initiated it because of the team I worked with,” Atang stated.

She commended the current director for building on the department’s legacy and ensuring that senior citizens are treated with the utmost honour and dignity.

The highlight of the event was the unveiling of the Service Charter and the presentation of awards to both retired and serving staff members of the FCT Administration.