The Nigeria Civil Aviation Authority (NCAA) has launched its inaugural SERVICOM Integrated Service Charter, marking a significant stride towards enhancing service excellence, accountability, and transparency within the Nigerian aviation sector. This initiative underscores the NCAA’s commitment to providing world-class services and aligning with the broader governmental objective of improving service delivery across all agencies. The Charter functions as a public declaration of the NCAA’s commitment to its stakeholders, outlining service standards, performance benchmarks, and a feedback mechanism, thereby fostering customer satisfaction and solidifying Nigeria’s position in global aviation.
The Minister of Aviation and Aerospace Development, Festus Keyamo, lauded the launch as a milestone achievement, highlighting its alignment with the government’s reform agenda focused on citizen-centred service delivery. The Charter, he noted, represents a clear demonstration of the NCAA’s dedication to transparency and accountability. By establishing defined service standards and performance metrics, the NCAA aims to elevate customer satisfaction, optimize operational efficiency, and bolster Nigeria’s reputation within the international aviation community. This proactive approach reflects a commitment to continuous improvement and responsiveness to stakeholder needs.
NCAA Director-General, Chris Ona Najomo, emphasized the Charter’s significance as a public commitment rather than merely a policy document. It represents a covenant between the NCAA and the entities it serves, outlining the Authority’s obligations and setting clear expectations for service delivery. The Charter details the services provided by the NCAA, associated costs, delivery timelines, and a structured feedback system through customer satisfaction surveys. This comprehensive approach ensures that all stakeholders, from airlines and service providers to flight crews and the general public, possess a clear understanding of the NCAA’s service offerings and performance standards.
The Charter embodies the NCAA’s customer-centric philosophy, ensuring that every stakeholder is informed about service expectations, delivery timelines, and performance evaluation methods. This transparency not only empowers stakeholders but also encourages accountability within the NCAA. The inclusion of a feedback mechanism further underscores the Authority’s commitment to continuous improvement and responsiveness to stakeholder needs. By actively soliciting and incorporating feedback, the NCAA aims to refine its services and optimize its performance, ensuring that it remains aligned with the evolving needs of the aviation sector.
Achieving ISO 9001:2015 QMS certification is another significant objective for the NCAA. This globally recognized standard for quality management systems would further validate the Authority’s commitment to excellence and enhance its credibility within the international aviation community. The Integrated Service Charter, coordinated by the SERVICOM department, and the Service Level Agreements developed by the Presidential Enabling Business Environment Council are essential components in the NCAA’s pursuit of this certification. These initiatives demonstrate the Authority’s dedication to implementing robust quality management processes and upholding the highest industry standards.
The NCAA’s dedication to service improvement has already yielded positive results, as evidenced by its improved performance in recent assessments. The Authority achieved a score of 75% in the 2024 assessment and received recognition for its commitment to citizen-centred service delivery. These accolades underscore the effectiveness of the NCAA’s efforts to enhance service quality and build a culture of customer-centricity within the organization. The combination of the Integrated Service Charter, the pursuit of ISO certification, and a demonstrably improved performance record positions the NCAA as a driving force for positive change within the Nigerian aviation sector.
