SERVICOM in FMC Asaba

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“Servicom is what we offer ourselves for.  And service is what the people are entitled to expect from us” 
         (President Olusegun Obasanjo)


The unpleasant manifestations of the appalling standard of service delivery in the country gave birth to SERVICOM.  In a bid to tackle the evils of inefficiency and corruption the government of the day inaugurated SERVICOM on the 21st March, 2004.

The Medical Director entered into a SERVICE COMPACT WITH ALL NIGERIANS (SERVICOM) on the 2005.

The Compact’s core provision says “We dedicate ourselves to providing the basic services to which citizens are entitled, timely, fairly, honestly, effectively and transparently”


THE SERVICOM CHARTER provides the following:

  • Quality services designed around customers’ requirements;
  • Set out citizens’ entitlements in ways they can easily understand;
  • List of fees payable and prohibit illegal demands;
  • Commitment to provision of services within realistic time-frames;
  • Specify officials to whom complaints may be addressed;
  • Publish these details in conspicuous places accessible to the public;
  • Conduct and publish surveys of customer satisfaction;


SERVICOM PRINCIPLES

  • All members of staff are committed to SERVICOM PRINCIPLES namely:-
  • Affirmation of commitment to the service of the people
  • Conviction that Nigeria can only realize its full potential if citizens receive prompt and efficient services from the state
  • Consideration for the needs and rights of all Nigerians to enjoy social and economic advancement.
  • Dedication to deliver services to which citizens are entitled, timely, fairly, honestly, effectively and transparently.

SERVICOM CHARTERS


SERVICOM CHARTERS are the operational day to day implementation of SERVICOM.

  •  It has been placed since 2005.
  •  It is on display in Every Department


SERVICOM CHARTERS are promises upon which customers

  • can expect quality Service Delivery
  • Demand their rights to good service
  • Have recourse when service delivery fails
  • Are actively involved in the Service Delivery Programme
  • OUR SERVICOM CHARTER promises to break the twin evils of corruption and inefficiency.
SERVICOM is the Engine for Service Delivery Programme in this Centre.  It is mounted on the imperative to alter the system of service delivery.
It is driven by:
  • The Hospital’s commitment to deliver service
  • Clients’ expectations of Service delivery.


STRUCTURE

The SERVICOM Unit is headed by a Consultant at inception in the person of Dr. Charles Odenigbo who after his tenure handed over to Mrs. Ethel Oburoh and now by Dr. Kayode Adeniran, all the above mentioned individuals serve as the Nodal Officer and head of the unit.  The Nodal Officer reports directly to the Medical Director of the Centre.


The status of the center is PSU and it has staff compliment that are in charge of the following critical desks.

  1. Charter formulation, implementation and review
  2. Customer Relations/Grievance Redress Mechanism
  3. Service Improvement
  4. Support Staff, i. e., Data Processing Officer and Assistants for 1-3 above.


    MEDICAL DIRECTOR

 

       NODAL  OFFICER

 

CHARTER DESK

OFFICER

CUSTOMER CARE/

COMPLAINTS DESK

OFFICER

SERVICE IMPROVE-

MENT DESK OFFICER

        

THE SERVOM INDEX

SERVICOM INDEX is a yardstick for measuring the quality of service as delivered by the centre through its various departments.

Customer Satisfaction is the overriding consideration of service delivery.  Customer satisfaction is broadly driven by the following:-


  1. Service Delivery
  2. Timeliness
  3. Information
  4. Professionalism
  5. Staff Attitude


Staff Attitude is a concern but we are constantly working with our staff to improve.