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The Nigeria Social Insurance Trust Fund (NSITF) on Thursday launched the NSITF Service Charter, saying it’s part of the commitment towards exceeding customers expectations.
The Managing Director of NSITF, Barrister Oluwaseun Faleye, who conducted the launching also disclosed that they are ready to collaborate with customers and stakeholders to achieve their shared goals.
He said “I am truly honoured to stand before you today as we launch the NSITF Service Charter, marking a significant milestone in our commitment to delivering exceptional service to our stakeholders.
“At NSITF, we understand that our customers are at the core of our operations. We recognize the direct impact our services have on the lives of millions of Nigerians, and it is our unwavering commitment to ensure that these services are delivered with the utmost professionalism, courtesy, and respect”.
Speaking on the charter, the MD said “The NSITF Service Charter symbolizes our promise to our customers – a promise to deliver services that not only meet their needs but also exceed their expectations.
“It outlines our dedication to providing timely, efficient, and effective services while setting the standards we will uphold in all our interactions with our customers”.
According to him, “This charter is built on five fundamental principles: Customer Focus: Placing our customers at the heart of everything we do; Timeliness: Responding promptly to customer inquiries and delivering services within agreed timelines; Transparency: Providing clear and concise information about our services and processes; Professionalism: Delivering services with the highest level of professionalism, courtesy, and respect and Accountability: Taking responsibility for our actions and decisions, and being accountable for the services we deliver”.
He explained that “These principles should serve as our guiding light as we endeavor to deliver exceptional service to our customers. I charge every staff member to be an ambassador of NSITF in everything we do, we should note it will impact the NSITF.
“We are committed to regularly reviewing and updating the Service Charter to ensure its relevance and effectiveness and will do as required as this also aligns with our strategic objectives of transforming the NSITF, providing effective and equitable fund services and an efficient frontline delivery system.
“I extend my heartfelt gratitude to our customers, stakeholders, and colleagues who have played an integral role in the development of this Service Charter. Your input and feedback have been invaluable, and we are sincerely grateful for your unwavering support.
“In closing, the NSITF Service Charter is a testament of our commitment to delivering services that not only meet but exceed our customers’ expectations.
“We are resolute in upholding the principles of customer focus, timeliness, transparency, professionalism, and accountability. We eagerly anticipate collaborating with our customers and stakeholders to achieve our shared goals”, he concluded.
In her response the National Coordinator Servicom, Mrs Nnenna Akajemeli, commended NSITF Managing Director and the management team for a successful review of the service charter, while recognizing their dedication and hard work.
In her words: “NSITF achievement reflect on previous challenges faced when introducing new initiatives, which underscore the critical role of leadership in championing necessary changes.
To this end, she expressed appreciation for the collaborative efforts that have contributed to the current progress and congratulated the Managing Director and his team on their accomplishments, while suggesting a promising outlook for future initiatives.
According to the National Coordinator, a key focus of the discussion is the introduction of a service charter designed to enhance service delivery within a government framework.”
“This charter emphasizes the importance of tracking and reporting commitments made to both internal and external stakeholders, ensuring transparency and accountability.”
“Ultimately, the overarching goal is to cultivate a culture of accountability and continuous improvement in service delivery, which will not only benefit citizens but also enhance the organization’s reputation.” She added