By Kester Omu
The Nigerian Communications Commission (NCC), yesterday assured telecommunications subscribers across Nigeria of quality of service using the extant key performance indicators.
The Executive Vice-Chairman of the Commission, Prof. Umar Danbatta gave the assurance at the Arewa House in a paper titled Evaluating The Framework for Measuring the Quality of Service Delivery in the Public Sector, which was presented on his behalf by Ubale Maska, NCC’s Executive Commissioner Technical Services, at the National Stakeholders’ Conference on Public Service Delivery in Nigeria.
“As the telecom regulator in Nigeria, we are giving you our assurance that we will continue to create an environment and regulatory policies that would encourage quality of service, using the extant key performance indicators,” he said.
Danbatta outlined some of the key aspects of the NCC framework for ensuring quality service delivery to include consultative regulation of the communications industry, transparent licensing processes, technology neutrality, consumer outreach programmes, robust complaints management processes, multiplatform communication management, and level playing field for all licensees to ensure fair competition.
At the Conference, which thematic focus is Building Government Capabilities for Service Delivery: Implementing Performance, Danbatta noted that the dynamism in the tempo and sophistication of consumer needs and expectations demands impeccable quality of service delivery. He submits that this reality imposes new strategies for success and survival in today’s competitive business environment, and the outcomes correlate to the wellness of economies.
Danbatta said organisations that express passion for the consumer must be honest, give adequate value for money, offer quality products or services, demonstrate high reputation, offer user-friendly processes, meet deadlines, accept and respond to criticisms, as well as institute open complaint management processes.
In another development, the former University Lecturer urged government to introduce Public Service Excellence Award for MDAs that excel in all spheres of their operations in order to increase productivity and efficiency”. Such an initiative, according to Danbatta will be good incentives for the Public Sector which is under increasing pressure to demonstrate that its operations are consumer-centric and there is continuous improvement in performance.