NCC reassures subscribers of quality of service via KPIs
The Nigerian Communications Commission (NCC), has again assured telecommunications subscribers across Nigeria of quality of service using the extant key performance indicators (KPIs).
The Executive Vice-Chairman of the Commission, Prof. Umar Danbatta gave the assurance during the National Stakeholders’ Conference on Public Service Delivery in Nigeria, held at the Arewa House, Kaduna.
He gave the indication while delivering a paper titled: “Evaluating the framework for measuring the quality of service delivery in the public sector.”
Danbatta, who was presented by Ubale Maska, NCC’s Executive Commissioner Technical Services, stated that, “As the telecom regulator in Nigeria, we are giving you our assurance that we will continue to create environment and regulatory policies that would encourage quality of service, using the extant key performance indicators.”
He highlighted some of the significant aspects of the NCC’s 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, multi-platform communication management, and level playing field for all licensees to ensure fair competition.
The NCC boss explained at the conference, which thematic focus is Building Government Capabilities for Service Delivery: Implementing Performance, that the dynamism in the tempo and sophistication of consumer needs and expectations demands impeccable quality of service delivery.
According to him, this reality imposes new strategies for success and survival in today’s competitive business environment, and the outcomes correlate to the wellness of economies.
He advised that 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.
He called on the government to introduce Public Service Excellence Award for Ministry Departments and Agencies (MDAs) that excel in all spheres of their operations in order to increase productivity and efficiency.
He added that Public Service Excellence Award will be good incentives for the public sector, which is under growing pressure to demonstrate that its operations are consumer-centric with continuous improvement in performance.
