The PEBEC.Report kiosks have been placed in Lagos and Abuja international airports to promote the app and encourage private sector to give feedback about their airport and travel experience. The app is being scaled up to include more MDAs and provide wider coverage.
According to a statement issued by the Senior Special Assistant to the President on Industry, Trade and Investment, Dr Jumoke Oduwole at the weekend, the Kiosks would serve as a self-service terminal, with customer service representatives to promote the PEBEC.Report app.
The app is the PEBEC’s official public service website for complaints and feedback on the service delivery standards of select Ministries, Departments and Agencies (MDAs).
The app which was launched on 25 June 2018 at a special PEBEC meeting after a 6-month preparation period, are piloted with nine of the PEBEC priority MDAs (PPM); Citizens and Business Department, Corporate Affairs Commission, Federal Airports Authority of Nigeria (FAAN), National Agency for Food and Drugs Administration and Control, Nigeria Civil Aviation Authority (NCAA), Nigeria Customs Service, Nigerian Police Force, Nigerian Ports Authority and Standards Organization of Nigeria.
The importance of the according to Oduwole include: making it easy for anyone to resolve issues encountered when dealing with MDAs,strengthening of federal enforcement, service delivery and public protection efforts on a national level (through filing a complaint) and also helping in identifying trends and tracks the issues that matter to Nigerian citizens.
“The app includes a feedback mechanism for MDAs, which have assigned administrators to handle complaints according to pre-agreed service level agreements(SLA). All administrators have been trained on how to handle complaints and feedback from the app within a 72-hour timeline.On June 27 2018, the Federal Executive Council also approved a directive on strict compliance by all MDAs to respond to complains within 72 hours.”
This web-based application the SSA further declared will foster transparency and efficiency in furtherance to the Executive Order 001 (EO1).
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