NCAA reaffirms commitment to standards, efficiency in service delivery

…launch integrated service charter

The Nigeria Civil Aviation Authority (NCAA) on Tuesday reaffirmed the Authority’s commitment towards safety standards, efficiency and professional service delivery in the aviation sector.

Speaking at the launch of the first NCAA integrated service charter, the Director General of NCAA, Capt Chris Najomo said “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. 

“Today, we take an important step forward in our ongoing mission to ensure transparency, accountability, and excellence in the services we deliver. This Charter embodies our commitment to putting our customers at the very heart of what we do”.

Represented by the Director Operations, Licensing and Training, Capt. Donald Spiff, Najomo stated that charter will 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.

“One of my eight cardinal objectives as DGCA is the attainment of ISO 9001:2015 QMS certification for the Authority. Getting the certification is like giving Our organization a global seal of excellence.”

He therefore said the NCAA Integrated Service charter coordinated by the SERVICOM department and the Service Level Agreements (SLA’s) “developed by the Presidential Enabling Business Environment Council are key ingredients in our journey for certification.

“In aviation, precision and trust are non-negotiable. By integrating service standards with a clear feedback mechanism, we are not only raising the bar for customer service in the industry but also creating a platform for continuous improvement.” Najomo stated.

In his welcome address, Mr. Jok Isiyaku Shok, NCAA SERVICOM Nadal Offocer explained that “SERVICOM is an initiative of the Federal Government of Nigeria conceived to promote effective and efficient service delivery in MDAs to ensure customer satisfaction and to manage the performance-expectation gap between Government and citizens as well as other members of the public, on issues of service delivery. 

“Today, we are not only witnessing a milestone in the annals of the Nigeria Civil Aviation Authority, but we are also stepping boldly into a new era of integrated, accountable, and citizen-focused service delivery”.

Shok noted that for the first time in 21 years, “our organization has come together to design and adopt a holistic charter that brings all our services, standards, and commitments under one unified framework.

“This Integrated Service Charter is more than just a document; it is a pledge, a living testament to our resolve to offer seamless, responsive, and transparent service to every stakeholder and member of the public who depends on our services. 

“By launching the Integrated Service Charter, we reaffirm our dedication to upholding the highest standards of efficiency, fairness, and professionalism. We are raising the bar for ourselves and setting a new benchmark for the aviation sector and the broader public service” he stated.

SERVICOM is an acronym for Service Compact with All Nigerians. It was established by the Federal Government of Nigeria in 2004 following a Three-day Special Presidential Retreat on Service Delivery with the then President, Ministers, Special Advisers, Presidential Aides and Chief Executives of major Extra-ministerial Departments and Parastatals.

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