Key Points

• Customer service a right under SERVICOM policy.

• Immigration reforms target better citizen experience nationwide.

• FG warns agencies against poor service and extortion.

The Nigerian Federal Government has told officers of the Nigeria Immigration Service (NIS) that citizens have a constitutional right to good service, not a privilege that can be given or taken away at will.

During an official visit to the Service Headquarters in Abuja by Mrs. Nnenna Akajemeli, the National Coordinator of SERVICOM, the call was made to the Comptroller-General of Immigration (CGI), Kemi Nandap. Akajemeli said that it is not okay that many Nigerians still have to deal with rudeness, extortion, and inefficiency when they go to get public services, especially at passport offices and border commands.

She stressed that the government would keep an eye on how well service charters are being followed by all ministries, departments, and agencies (MDAs) through the Service Compact with All Nigerians (SERVICOM) program.

“The people are not beggars who depend on government workers. Akajemeli said, “They have the right to service delivery that is clear, high-quality, and responsive.” “SERVICOM is here to remind all public officials that serving the public is a right, not a privilege.”

SERVICOM puts a lot of emphasis on being responsible and treating people fairly

The coordinator told the Immigration Service to make its SERVICOM Unit stronger and make sure that all officers know how good service affects the country’s reputation. She said that everyone should follow the NIS Service Charter, which sets deadlines for getting passports, residence permits, and border documents.

In response, CGI Nandap said that the Service had already started making changes to make things run more smoothly, be more open, and keep staff in line. She said that new digital monitoring tools have been added to the system to keep an eye on delays in processing passports and cut down on human interference.

According to a report by Vanguard news, Nandap said, “We know that many Nigerians are frustrated, and we are determined to change that.” “Our goal is to make NIS a model of how to do public service well.”

Customer service is a right, not a privilege

Akajemeli also said that SERVICOM would send more people to immigration offices, airports, and border posts across the country to check on compliance levels. She told officers to be professional and caring in all of their dealings with both citizens and visitors from other countries.

“Good service builds trust, and trust makes the country stronger,” she said. “When a traveler sees fairness at a Nigerian airport, that’s the first thing they think of when they think of Nigeria.”

Public policy experts were happy to see the renewed push for accountability, saying that bad service is still a major reason for corruption and inefficiency in Nigeria’s government.

Dr. Bashir Adedeji, a governance expert at the Centre for Public Administration in Abuja, said that SERVICOM’s message comes at a very important time when many Nigerians are unhappy with how long it takes to get things done and how they are treated in government offices. “It’s not just about getting things done quickly; it’s also about treating people with dignity and respect,” he said.