PTAD reaffirms commitment to pensioners’ welfare through efficient service delivery

The Pension Transitional Arrangement Directorate (PTAD) has reaffirmed its dedication to providing high-quality services to pensioners across the Federal Capital Territory (FCT) and Nigeria’s 36 states.

Speaking during the Customer Service Week in Abuja, PTAD’s Executive Secretary, Dr Chioma Ejikeme, represented by the Director of the Civil Service Pension Department, Mr Kabir Yusuf, underscored the agency’s commitment to improving the welfare of pensioners through innovative service delivery.

Ejikeme emphasised the importance of Customer Service Week, highlighting its relevance to PTAD’s operations.

She said: “We at PTAD prioritise pensioners’ welfare and are always working to provide quality service by simplifying pensioners’ verification, especially for those who are unable to do it themselves. Our work spans all corners of the country, from Abuja to Kaduna, Abia, Osun, Delta and beyond,” she noted.

One of PTAD’s latest innovations, the ‘I Am Alive’ initiative, was designed to ensure that pensioners who are too elderly or physically incapacitated can verify their status without hassle. This groundbreaking initiative leverages technology to ascertain the aliveness of pensioners, making it the first of its kind by any government agency in Africa.

“We have a dedicated team that is tasked with going round to confirm the aliveness of pensioners who cannot do so themselves, either due to age or health challenges,” Ejikeme added. “Our goal is to make the process as easy as possible for our pensioners.”

PTAD has been committed to going above and beyond in its service delivery, Ejikeme said while praising the founding fathers of the directorate, stating that they “ensured PTAD operates more efficiently than the previous managers of the Defined Benefit Scheme.”

She emphasised that the recruitment of competent and dedicated personnel has been central to PTAD’s success in delivering exceptional services that bring “smiles to the faces of our pensioners.

“Customer service in today’s world is about the experience customers have in their engagement with service providers. Pensioners are our customers and we are committed to exceeding their expectations,” Ejikeme affirmed. “If we fail to do so, we could easily be told to pack our bags and go home, just like our predecessors.”

To deliver on its promises, PTAD said it focuses on several key attributes: knowledge, empathy, respect and proactiveness.”

Staff members are trained to possess a deep understanding of their roles, demonstrate empathy towards senior citizens and ensure that services are delivered in the shortest time possible. “Waiting can be burdensome, especially for our elderly pensioners,” Ejikeme noted. “We must ensure we minimise the time they spend seeking services.”

The Executive Secretary also highlighted the need for PTAD to stay abreast of modern trends in customer service delivery. She commended the directorate for its proactive steps in introducing the ‘I Am Alive’ initiative, which uses cutting-edge technology to streamline the pensioners’ verification process.

“Proactiveness is essential in delivering services to pensioners. We must not only improve but also be forward-thinking to meet their needs swiftly,” Ejikeme stated. She urged PTAD staff to adopt modern approaches and continuously enhance service delivery, noting that empathy and respect, combined with the latest innovations, will ensure that PTAD remains at the forefront of pension service delivery in Nigeria.

“Our pensioners deserve the best and we will continue to strive for excellence in every aspect of our operations,” Ejikeme concluded.

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