NPA MD charges Servicom to conduct researches on customers’ satisfactions

Hadiza Bala Usman, Managing Director, Nigerian Ports Authority

The Managing Director of Nigerian Ports Authority (NPA), Hadiza Bala Usman has charged the SERVICOM Team to always conduct strategic researches on the primary needs and aspiration of customers of NPA.

Usman gave the charge at the 3rd Quarter Global Ministerial SERVICOM Committee Networking Meeting of the Federal Ministry of Transportation hosted by the Nigerian Ports Authority (NPA) in Lagos.

‘’This, in my opinion, is one-way SERVICOM can investigate the needs of customers and enhance the ability of Ministries, Departments & Agencies (MDA’s) to deliver same,’’ she said.

According to her, ‘’NPA, being a service provider/regulator has made tremendous strides in ensuring full compliance with the SERVICOM principles. The SERVICOM Division has been in the vanguard of facilitating quality services to customers in the organization. It has also ensured that the organization is dedicated to deliver services to which citizens are entitled; timely, fairly, honestly, efficiently and transparently.

‘’In order to impact positively on more Nigerians and for the organization’s service delivery efforts to be genuinely felt by our internal and external customers (stakeholders), the SERVICOM team extended their frontiers beyond the internal customers but also to our strategic stakeholders such as the port terminal operators (concessionaires), shipping companies, freight forwarders, transport owners, etc.  

The NPA boss noted that NPA had established SERVICOM Departments in all port locations, a chat room which provides routine responses to enquiries and complaints in less than ten (10) minutes, a customer service week, capacity building programmes for SERVICOM officials, a quarterly stakeholders’ forum, provision of a line budget for the SERVICOM Division and other initiatives to boost customer satisfactions.

She however assured the SERVICOM Committee of continued support towards achieving objectives for the transportation sector.

‘’We will also continue to ensure that the in-house SERVICOM Division get the needed support to achieve its initiatives especially by continuously improving the capacity of personnel to give their best towards service delivery and treating our esteemed stakeholders in line with our believe that customer is king,’’ said Usman.

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