SERVICOM is the acronym for Service Compact with All Nigerians. The ERC SERVICOM Unit aims to engender and facilitate the sustenance of an effective, efficient and timely service delivery by staff of the centre to their clients.
It is responsible for the identification and smoothening out of constrains to the achievement of these aims, in the centre. It takes charge of the reception area serves as medium for complaints relay and redress in the centre.
The ERC has two main categories of customers:
INTERNAL: Staff of the centre
EXTERNAL: All other individuals that might have dealings with the centre.
Consequently, the centre’s SERVICOM unit attends to staff, Education Secretariat personnel, Teachers, students, parents/ Guidance, contractors, suppliers and members of the general public.
a. The right to be served right
b. The right to complain when surcharged in expected service
c. The right to have his/ her complaints addressed.
d. The right to be politely treated
e. The right to be adequately informed.
Customers are expected to assist the unit in the drive for improved service delivery by:
i. Insisting on being served right
ii. Relaying complaints to the SERVICOM Unit in order to help correct observed service failure.
iii. Suggesting ways they believe would improve services
iv. Being polite in their approach to staff in order to arouse a mutually beneficial dealing.
v. Assessing the centre’s performance in terms of service delivery by periodically filling the ratings in our comment card.
TIME FRAME FOR SERVICE RENDERED:
The SERVICOM unit is open to staff and the general public on Mondays – Fridays 8:00am - 4:00 pm. Daily.
DETAILS OF SERVICES RENDERED:
• Setting standards for good service delivery (Charter Development and Review)
• Evaluating the quality of services rendered.
• Developing and analyzing customer feedback and complaints.
• Diagnosing causes and reasons for service failure
• Identifying and prioritizing service failure.
• Centre’s Complaint Boxes
• SERVICOM Office
• Secretary and Divisional Heads
• Director (ERC)