The Nigerian Civil Aviation Authority (NCAA) has launched its first integrated Service Charter with a renewed pledge to ensure transparency, accountability, and excellence in its service delivery.

The Director-General of the NCAA, Captain Chris Najomo, while speaking at the launch in Abuja, stated that the Charter embodies their commitment to putting the customers at the very heart of what they do.

He added that the Charter also ensures that every stakeholder, whether an airline, service providers, flight crew, Air Traffic Controllers, Engineers, Dispatchers, or member of the flying public, knows exactly what to expect, when to expect it, and how to measure our performance.

Najomo mentioned that since 2004, when the Federal Government directed Ministries, Departments and Agencies (MDAs) to establish SERVICOM units, NCAA had been struggling to develop and implement a proper Service Charter.

“Today is not merely the unveiling of a document. It is the public declaration of a covenant — a solemn commitment between the NCAA and the people and organisations we serve. This Charter stands as a clear statement of our service standards,” he said.

The Charter explains the services NCAA provides, applicable costs for each service, the timelines within which those services will be delivered, a structured way to receive and act upon feedback through and a customer satisfaction survey.

The Minister of Aviation and Aerospace Development, Festus Keyamo, in his remarks, stated that the launch of the Service Charter was a clear demonstration of NCAA’s commitment to transparency, accountability, and the delivery of world-class services to stakeholders in the aviation sector.

The Minister, who was represented by the Ag. Director, Reform Coordination & Service Improvement in the Ministry, Mrs Francisca Adediji, 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 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. (THE GUARDIAN)