Customers As Cornerstone Of Galaxy Backbone’s Success

As it with very venture, whether public or private involved in the provision of goods and services that depends on its customers for success, Galaxy Backbone (GBB) too consider this category of partners as the cornerstone to the achievement of the purpose for which it was established.

Galaxy Backbone is basically, a service provider established by the Federal Government to operate a nationwide Internet Protocol IP-based network for providing a common platform for connectivity and other infrastructure services for all Government Ministries, Departments and Agencies (MDAs).

By the mandate establishing it, Galaxy Backbon provides shared ICT infrastructure, applications and services to all Federal Government MDAs and institutions, builds as well as operates a single nation-wide IP broadband network that gives network services to customers both in the public and private sector of the economy.

It also deploys and maintains all national database management systems and transversal applications in government, such as government wide messaging and collaboration, federal public service personnel and payroll system, government gateway and national portal.

Furthermore, Galaxy Backbone sets standards and guidelines for the support of government MDAs in the acquisition and acceptable usage of ICT infrastructure, applications and services across different agencies and government institutions.

It equally provides Wide Area Networks(WAN) and Metropolitan Area Networks(MAN) to connect all government entities; technical support to the Ministry of Communication Technology for end to end Quality Assurance of ICT projects and capacity building for ICT professionals in government.

The agency is not oblivious of the importance of its customers from the MDAs, institutions and organisations that patronise the services it provides.

Consequently, the Managing Director and Chief Executive of Galaxy Backbone, Prof. Muhammad Bello Abubakar, acknowledged and celebrated the agency’s customers on this year’s customer service week, describing them as valued and trusted partners.

Customer service week is celebrated annually during the first full week in October. The customer service week for 2023 is taking place between October 2 and 6, that is Monday to Friday this week with the theme: “Team Service.”

The week long event is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

It gives service providers like Galaxy Backbone opportunity to reflect on how they serve their customers, recognise their team’s achievements and show their commitment to service excellence.

Speaking on the event, the GBB Boss, Prof. Abubakar said the week is more than just a token celebration as it is a great reminder to each and everyone at Galaxy Backbone that customers, “are the cornerstone of our success and the reason why we are still here.”

Expressing Galaxy Backbone’s indebtedness to her customers, the Chief Executive Officer said: “It is a time to let you know we do not take this for granted in anyway. Every interaction with you is an opportunity to showcase our commitment to excellence and our unwavering dedication to customer satisfaction.

“Your support and partnership with us over the years, has been the driving force behind our commitment to excellence in this evolving world of digital services.

“For us, this customer service week is not just an annual event, it is a reminder of the importance of the relationships we have built over the years. It is a chance for us to pause, reflect on your generous feedback which has been instrumental to our continued growth. Above all, to say thank you for trusting us with your business.

“This year, the global theme for the customer service week is “Team Service”. This speaks greatly to one of our core values at GBB. As a growing and committed team, we can assure you we will not just deliver excellent solutions but we will provide opportunities for you to thrive, to connect and to transform.

“On a final note, I would like to take sometime to acknowledge and celebrate the hardwork and dedication of our front line and support teams across our organisation who continue to work round the clock in different parts of our great country Nigeria. These wonderful ladies and gentle men at different points, turn challenges into opportunities and consistently ensure that our customers feel valued and heard. You are our true heroes.

“As we look ahead, we remain very committed in transforming Nigeria’s digital landscape and serving as a catalyst for economic growth in this incredible nation of ours. I believe we can do this while working together.”

Galaxy Backbone has a Customer Service Desk which ensure that services are delivered to the intended business value and where there are any service failures, it restores services to agreed quality levels as soon as possible.

The Desk has a dedicated team of customer service managers who drive GBB service level management responsibility through  conducting regular service review meeting at intervals to be agreed with the customer.

Members of the team provide Root Cause Analysis (RCA) for service exceptions; negotiate, agree and sign annual Service Level Agreement  (SLA) Agreements, and collate feedback on service performance with the view of improving service.