NCAA Launches First SERVICOM Integrated Service Charter

The Nigeria Civil Aviation Authority (NCAA) has launched its first SERVICOM Integrated Service Charter to deepen service excellence and transparency.

Speaking at the launch of the Service Charter on Tuesday in Abuja, the Minister of Aviation and Aerospace Development, Barr. Festus Keyamo said the launch of the Service Charter is a clear demonstration of NCAA’s commitment to transparency, accountability, and the delivery of world-class services to stakeholders in the aviation sector.

Represented by Adediji Francisca, acting director, Reform Coordination & Service Improvement at the ministry, the minister further indicated that “this milestone also aligns with the federal government’s reform agenda of improving service delivery across Ministries, Departments and Agencies (MDAs), with SERVICOM serving as the bedrock of citizen-centred service”.

The minister indicated that by “setting out clear service standards and performance benchmarks, the NCAA has taken a bold step towards enhancing customer satisfaction, boosting operational efficiency, and reinforcing Nigeria’s reputation in global Aviation.”

The director-general, Civil Aviation, Capt. Chris Najomo said the event is not just the unveiling of a document, but a “public declaration of a covenant — a solemn commitment between the NCAA and the people and organisations we serve.”

Represented by Capt. Donald Tonye Spiff, director, operations, licensing and training, NCAA, the DG also affirmed the Charter stands as a clear statement of NCAA’s service standards.

“Today, we take an important step forward in our ongoing mission to ensure transparency, accountability, and excellence in the services we deliver. The Integrated Service Charter is more than a document — it is a public promise” he said.

Capt. Najomo further explained that the Charter embodies NCAA’s commitment to putting it’s customers at the very heart of what we do.

He reiterated that one of his eight cardinal objectives as DGCA is the attainment of ISO 9001:2015 QMS certification for the Authority.

“Getting the certification is like giving our organization a global seal of excellence. The NCAA Integrated Service charter coordinated by the SERVICOM department and the Service Level Agreements (SLA’s) developed by the Presidential Enabling Business Environment Council are key ingredients in our journey for certification” he stated.

The general manager (SERVICOM)/Nodal Officer, Isiyaku Shok Jok in his welcome address said the Authority won the most improved Parastatal SERVICOM unit in 2023 because of its exponential improvement in service delivery.