From Adanna Nnamani, Abuja
The Nigeria Social Insurance Trust Fund (NSITF) has been extolled for entrenching quality service delivery as a cardinal element in the implementation of the Employees Compensation Scheme (ECS) .
This was disclosed in a statement issued my NSITF Spokesperson, Mr Nwachukwu Godson on Wednesday.
Godson said the National Coordinator of SERVICOM, Nnenna Akajemeli made the commendation while on an advocacy visit to the Headquarters of the NSITF today in Abuja,
she lauded the current Management of the Fund for the concrete measures it has taken to re-position the agency in the last one year.
Stating that an optimally functioning SERVICOM Department in every organization is the fulcrum of efficient management, Akajemeli called for adequate training and equipping of SERVICOM staff for a resourceful discharge of duties.
She said, “ the SERVICOM unit is the foot soldier and the eyes of the management in all aspects of customer service and should therefore be given the needed tools for the delivery of target goals.
“The need to strengthen the capacity of the SERVICOM Unit and desk officers through SERVICOM Institute trainings to effectively carry out its functions in line with the NSITF’s mandate cannot be emphasised This will equip them with pre-requisite knowledge, skills, and attitudes and ensure sustained service improvement.
She further commended the NSITF for winning the 2024 NECA Award on Best Service Delivery.
Earlier in her address , the Managing Director of the NSITF, Maureen Allagoa. said the Fund priorities effective service delivery and customer satisfaction in its efforts to expand the frontiers of the Employees Compensation Scheme, noting that the agency has seventy functional SERVICOM desks across its regional and branch offices.
“We acknowledge fully that it takes a happy internal customer to make a satisfied external customer, which is why we prioritise our staff welfare to motivate them to go the extra mile for the satisfaction of our external customers.
“We have achieved this much on service delivery through tenacious efforts and pursuits, fulfilling almost 100% of our customer service charter, while reviewing them to meet the desires and aspirations of our teaming customers.
“We are working to improve our processes with our ongoing digitalisation and automation project, E-NSITF, and the Employer Self Service Portal (ESSP), which is aimed at improving the ease of doing business by enabling our customers to apply for our services from the comforts of their homes or
offices using their mobile devices. This innovation will impact positively on our certificate application process, claims processing, as well as the payment of contributions and other services .
“This would no doubt improve customer satisfaction and guarantee better, effective, result oriented service
delivery, which is the goal of Servicom.”
Allagoa added that as part of the Fund’s 2024 strategic direction, plans have been concluded for the creation of new branches and service centres to bring services closer to the customers, noting that “ this will improve customer satisfaction and guarantee better, effective, result oriented service delivery which is the goal SERVICOM.
Also on hand to welcome the national SERVICOM delegation were the NSITF’s Executive Director of Operations , Modu Gana, Finance, Adegoke Adediji and Administration, Prof. G.O.C Okenwa.