The Ministerial SERVICOM Unit was established and vested with the responsibility of engaging in activities that could encourage improvement in service delivery in the Ministry. It was inaugurated on the 9th of June, 2005 by the then Honourable Minister of Education – Hajia Bintu Ibrahim Musa, who called on all Parastatals and Institutions under the Ministry to do same.
To be a catalyst of change by promoting best practices in the cause of providing Service Delivery in the Education sector throughout the year.
Facilitating effective Service Delivery Mechanism through charter formulation, supervising its implementation and periodic review as well as embarking on sensitization programs to create awareness among staff, students and customers.
i.To spearhead the Ministry’s, Extra-Ministerial Department’s or Parastatal’s Service Delivery initiative through SERVICOM Compliance.
ii.To produce, review and monitor performance of Charters from the Ministry and its Parastatals.
iii.To manage the Ministry’s Customer Relations Policy including providing opportunities for customer’s feedback on services.
iv.To institute a complaints procedure including Grievance Redress Mechanism for the Ministry and its Parastatals.
v. To institute appropriate Market Research techniques in identifying customer needs and expectations.
vi.To ensure the promotion of quality assurance and best practices in the Ministry’s performance of its functions.
vii.To provide a comprehensive and effective training policy for frontline Staff on Customer relations and related matters.
viii.To disseminate best practices and other tips on service delivery improvement.
ix.To serve as a link between the Ministry and SERVICOM Office.
x.To serve as the Secretariat of the Ministerial Service Delivery Committee.
xi.To manage links with strategic partners and other stakeholders on Service Delivery, Market Research, Customer Care/Relations, etc.
xii.To facilitate a safe and conducive working environment for Staff at all levels of Service Delivery.
The structure of the Unit as specified by the SERVICOM Office is given below;
•The Nodal Officer/Deputy Director - The Head of the Unit.
•There are three Desks, and each is manned by two Officers. The Desks are as follow;
a.Customer Care and Complaints Desk
b.Service Improvement Desk
•A Secretary and two clerical Staff as Support Staff.
JOURNEY SO FAR
A. OTHER INAUGURATIONS
•Twenty out of twenty-one Federal Ministry of Education Parastatals have inaugurated their SERVICOM Units.
•All the Federal Polytechnics have inaugurated their SERVICOM Units.
•The twenty-one Federal Colleges of Education have inaugurated.
•The Federal Unity Colleges (FUC) in the South East, South West and North Central have inaugurated their SERVICOM Units..
•19 Parastatals, 20 Federal Polytechnics, and 21 Federal Colleges of Education have been sensitized.
•Sectorial sensitization has been carried out with different sectors of the Ministry; Directorate Cadre Staff, Federal Inspectorate Services (FIS), Drivers, security, etc.
•Federal Unity Colleges in the South East and South West and North Central were sensitized in June, 2011 and April 2012 and May 2015 respectively..
C. MINISTERIAL SERVICOM COMMITTEE (MSC)
Ministerial SERVICOM Committee is a networking Committee which is comprised of the Nodal Officer of the Ministerial SERVICOM Unit (MSU), Team ‘B’ Leader in the Presidential SERVICOM Office, the Desk Officers in the MSU, Departmental and Unit Desk Officers in the FME and all the Nodal/Focal Officers of the FME Parastatals. They meet quarterly with the mandate of sharing best practices and ideas amongst themselves in order boost the quality of Service Delivery in their respective Offices. It was inaugurated on 28th April, 2008. The following Mega Parastatals have also inaugurated their Networking Committee, which is called Parastatal SERVICOM Committee;
•National Board for Technical Education (NBTE)
•National Commission for Colleges of Education (NCCE), Date - 28th February, 2012.
•National Universities Commission (NUC), Date -28th March, 2012.
D. CHARTER DEVELOPMENT
The Ministry’s Charter review is in progress. Department and Unit SERVICOM Desk Officers are working on their Charter which is to be submitted to the Ministerial SERVICOM Unit soon.
•MSU handles Complaints from FME Customers.
•It has attended to over 150 Complaints ranging from non-release of results, non-payment of retirement benefits, non-release of Certificates, undue laying off of Officers, etc.
F. DIRECTIONAL SIGNAGES
Directional Signages are in place at all floors, entrances and exits in the Ministry but there is need to replace some because of the new development and movement of offices within the Ministry.
2015 PROPOSED PROJECTS
1.Production of Sensitization Materials for Advocacy and Public Enlightenment Campaign on work ethics and Service Delivery initiative in FME Hqtrs for Officers on GL 03 - 14.
2.Engagement of Consultants and Resources Persons for SERVICOM Nodal Officers of FME/MSU Staff, FME Parastatals Department and Unit SERVICOM Desk Officers.
3.2015 Quarterly Ministered SERVICOM Committee Meeting of the MSU Department, Units Desk Officer.
4.Networking Seminar on Service improvement and Best Practices tips for SERVICOM Unit Desk Officers in FUC's FIS and FSB in S/W/&N/C Zones.
5.Production of Sensitization Materials for Advocacy and Public Enlightenment campaign on work Ethics and Service Delivery Initiative in the Federal Unity Colleges, FIS, FSB in South-South and North-West Zones.
6.Inauguration of SERVICOM Unit in FUC's FIS, FSB (Zonal and State. In South-South and North West Zones.
7.Retreat/Workshop for SERVICOM Focal Officers, Customer Care Relations/Complaints Desk Officers and Charter Desk Officers in FUC's, FIS, FSB in South-South, North Central and North West Zones.
8.Joint Monitoring and evaluation of Federal Universities in collaboration with SERVICOM Presidency.
9.Retreat for FME SERVICOM desk officers and front line Staff on Customers Care and Complaint handling.
10."Service Delivery Evaluation "
11."MSU networking Seminar.
GRIEVANCE REDRESS MECHANISM
Nigerian Citizens have the right to be served right. The Customer Care Desk Officers’ Tel. Nos. are hereby made available to afford Nigerians the opportunity to verbally express their grievances in the event of any service failure in any of our Service Windows or offices nationwide.
•Mrs. Atebije Christy - 08053729362
•Mr Adejoh Andrew - 07038549078
Written Complaints/grievances as regards Federal Ministry of Education should be forwarded to;
Reform Coordination and Service
Federal Ministry of Education,
Phase III, Federal Secretariat,
The Nodal Officer/Deputy Director, Ministerial SERVICOM Unit