WITH a mission to improve citizen satisfaction by promoting service excellence in public services, SERVICOM is a solemn compact as well as an institutional mechanism conceptualized to fight against service failure by ensuring that organs of government in Nigeria deliver to citizens and other residents in the country, the services to which they are entitled to.

Established in 2004 as the outcome of a three-day special Presidential retreat on Service Delivery with the President, Ministers, Special advisers, Presidential aides and Chief Executives of major extra-Ministerial Departments and Parastatals.

SERVICOM, an acronym for Service Compact with All Nigerians, is an initiative of the Federal Government of Nigeria conceived to promote effective and efficient service delivery in MDAs to ensure customer satisfaction and to manage the performanceexpectation gap between government and citizens as well as other members of the public, on issues of service delivery.

It equally gives the public the right to demand good services as contained in MDAs’ Service Charter, with a view ,to ensure that service takers understand their rights to public services, the service standards they should expect and how to demand for that service or speak up where it is deficient or lacking.

It operates through a network of Ministerial SERVICOM Units (MSUs) established in all MDAs to refocus every institution in the public service towards better service delivery and supports these MSUs to formulate and implement Service Charters, establish Complaints Systems at service frontlines as well as develop Service Improvement Plans.

In its 20 years of existence, and with 500 nodal officers, it has done 15,000 evaluations and 1,000 compliances. With a vision to be the foremost change agent for service excellence, which was lacking in Nigeria before, in June 2003, President Olusegun Obasanjo had observed and declared: “Nigerians have for too long been feeling short -changed by the quality of public service.

“Our public offices have for too long been showcases for the combined evils of inefficiency and corruption, whilst being impediments to effective implementation of government policies, Nigerians deserved better, We will ensure they get what is better.”

The President and Ministers thus entered into a Service Compact with all Nigerians by declaring: “We dedicate ourselves to providing the basic services to which citizens are entitled,in a timely, fair, honest, effective and transparent manner”

Hence, all MDAs were mandated to prepare and publish Service Charters whose provisions will include: Quality services designed around customers’ requirements, List of fees payable and prohibit illegal demands, commitment to provision of services within realistic time-frames, specify officials to whom complaints may be addressed, publish these details in conspicuous places accessible to the public; conduct and publish surveys of customer satisfaction.

What we do at SERVICOM:

To coordinate efforts by Ministries, Departments & Agencies (MDAs) to formulate and implement service charters in MDAs, Regularly monitor and report to his Excellency, the President on the progress made by each of the Ministries and Agencies in performing their obligations under this charter.

To carry out independent surveys of the services provided to citizens by the MDAS, their adequacy, their timeliness, customer satisfaction and widely publicize the results to keep citizens fully informed, to heighten public awareness of the damaging effects of service failure to the Nigerian society and social structures.

To promote attitudes by which citizens would recognize the need to challenge service failure as their civil rights as well as responsibility; and To build capacity of public servants to deliver excellent services by promoting best practice in service delivery.

The core values of the agency include, excellence, integrity, accountability, efficiency and commitment. As an agency of the government, it is dedicated to giving the best and world class services and achieving excellence in the process.

It also acts with honesty and integrity, not compromising the truth and also accepts individual and team responsibilities. It aims at being efficient and effective in approach to improving service delivery as well as providing service that impacts lives of the citizens.

The guiding principles of SERVICOM are: Affirmation of commitment to the service of the Nigerian nation; Conviction that Nigeria can only realize its full potential if citizens receive prompt and efficient services from the state; Consideration of the needs and rights of all Nigerians to enjoy social and economic advancement and Dedication to deliver services to which citizens are entitled in a timely, fairly, honest, effective and transparent manner.

Steering the ship of SERVICOM is Mrs. Nnenna Akajemeli. She is the National Coordinator and Chief Executive Officer of SERVICOM Office, Presidency and hails from Orlu Local Government Area of Imo State.

She was born into the family of Nze and Mrs. A.A. Nwosu of Umuna Orlu in 1965 at Port Harcourt, Rivers State, Nigeria. She attended Federal Government Girls’ College Abuloma, Rivers State (1982) and Federal Government College, Rumola, Port Harcourt for her Lower 6th Form.

She is a graduate of English and Literary Studies from University of Calabar (1987) and has obtained a master’s degree in English Literature from the University of Abuja (2007). She joined the services of the Federal Government in 1989 as a Personnel Officer II with the National Directorate of Employment and rose to the position of an Assistant Chief Personnel Officer before her secondment to SERVICOM Office in year 2004 as one of its pioneers staff.

She held key positions of Team lead, Head of Operations, Chief SERVICOM Officer and acted as National Coordinator SERVICOM from 2015 till her present appointment in April 2017. Mrs Akajemeli has attended several courses and programmes and has obtained many certificates, which include Certificate on Train the Trainer (SERVICOM Institute) 2007; Certificate in Management Consulting Essential (Institute of Management Consulting, UK) 2007.

She also obtained a Certificate in Monitoring and Evaluation (RIPA International, UK) 2008; Executive Development Programme in Facilitating Effective Service Delivery in Nigeria (GMSI, UK) 2012; Basic/Advanced MANDEV Certificate (CMD, Nigeria) 2017 and Certificate of Service Excellence Experience Exchange Programme for Senior Government Officials in Paris France, December 2018.

She further attended a Capacity Growth Development Exchange Programme for CEOs,Senior Goverment Officials Dubai ,November 2019. She is also ISO 9001:2015 Certified. She is a devout Catholic, a Lady Knight of St John International with its supreme Headquarters in USA.

She belongs to and serves in many societies in the church including National Women Organisations, St Judes Thaddeus and her basic Catholic State Community Association known as St Patricks Enugu, Anambra, Ebonyi Catholic Community of CKC Parish Kubwa, Abuja FCT.

She was happily married for 33 years to Late Sir Okwudili Akajemeli from Uli in Ihiala Local Government Area of Anambra State and the marriage is blessed with four children and four grandchildren.

A professional in her field of studies, she’s competent, an achiever, an upright personality, she’s a global icon who believes in global standards, she’s passionate for service excellence, she’s a good team lead, an astute crusader, a trailblazer, and a pathfinder.

She believes in fighting for the right of Nigerians who have been short-changed. She’s an outstanding and accomplished administrator. A woman with great ideas, an exceptional principle and exemplary character. She was awarded Woman of the Year 2022 by the Nigerian News Publication.

She is well known as madam SERVICOM. Her hobbies include reading, cooking, Mediation, Strategic engagement with people, giving back to society and humanitarian services. For SERVICOM, It’s Service Compact with All Mrs Nnenna Akajemeli, National Coordinator SERVICOM