NIMASA, stakeholders sign service level agreement

Federal Government has restated its commitment to prompt and effective service delivery, especially in its Ministries, Departments and Agencies (MDAs), saying it is an essential condition for economic development. President Muhammadu Buhari’s Special Assistant on the Ease of Doing Business, Mrs. Jumoke Oduwole, made the assertion in Lagos during the signing ceremony of the Service Level Agreement (SLA) between the Nigerian Maritime Administration and Safety Agency (NIMASA) and its stakeholders. The signing ceremony was organised by the SERVICOM Unit of NIMASA in conjunction with the Office of the National Coordinator of SERVICOM. The SLA is a requirement under Executive Order 1 on the Ease of Doing Business, signed by the Federal Government in May 2017. It commits NIMASA to a binding agreement with its customers to, in the spirit of transparency, publish data on the processes and accessibility of organisation-wide information with regard to cost, timelines, and other requirements for obtaining services in the Agency.  

Speaking at the occasion, Oduwole, who was represented by Mr. David Uzozike, commended NIMASA for its commitment to excellence as well as prompt and consistent submission of the Agency’s monthly performance reports. The National Coordinator of SERVICOM, Mrs. Nnenna Akajemelu, in her remarks, applauded the management of NIMASA for its inclination towards reform. Akajemelu noted that excellent service delivery was a collective responsibility. “Excellence is a journey. So whatever must be done to achieve it must be put in place. The bigger picture of excellent service delivery is Nigeria; we therefore look at the future of seeing our customers delighted,” she said. According to Akajemelu, with the SLA initiative, the service provider is saying to the public it is committed and as such has handed to the public all the standards that will be deployed to ensure that excellent services are rendered at all times.

She praised the Agency’s plan to automate all its service windows. “This tells us that the days of service failure are being gradually eradicated,” Akajemelu said. The Director General of NIMASA, Dr. Dakuku Peterside, emphasised the critical role of effective and efficient service delivery in the country’s quest for development. Dakuku stressed that the Agency was unwaveringly committed to promptness and excellence in its operations. “The signing marks a new era and significant milestone for the Agency for greater service delivery in quantifiable and measurable terms. It also brings to focus what the leadership of NIMASA stands for on the issues of effectiveness, efficiency, and, most importantly, the credibility of service delivery,” Dakuku said.

He explained that quality service was a culture that must be observed at all times, adding, “The Agency’s commitment to quality and excellent service at all times and in all our service windows is total and unwavering.” The DG assured the SERVICOM office of maximum cooperation, noting that reliable customer feedback is the essence of the Service Level Agreement. Executive Director, Finance and Administration, NIMASA, Dr. Bashir Jamoh, while highlighting the way forward, pledged the Agency’s determination to work with the SERVICOM Office to actualise a regime of prompt and efficient service delivery in the maritime sector.