The Nigerian Civil Aviation Authority (NCAA) has unveiled its first SERVICOM Integrated Service Charter, aimed at strengthening service excellence, transparency, and accountability in the aviation sector.
Speaking at the launch of the charter on Tuesday in Abuja, the Minister of Aviation and Aerospace Development, Mr Festus Keyamo, emphasised that the initiative reflects NCAA’s commitment to world-class service delivery and stakeholder satisfaction.
Represented by Mrs Adediji Francisca, Director of Reform Coordination and Service Improvement at the ministry, the minister noted that the milestone aligns with the Federal Government’s reform agenda to enhance service delivery across Ministries, Departments, and Agencies (MDAs).
“By setting out clear service standards and performance benchmarks, the NCAA has taken a bold step towards improving customer satisfaction, boosting operational efficiency, and reinforcing Nigeria’s reputation in global aviation,” Keyamo said.
In his remarks, the Director-General of NCAA, Captain Chris Najomo, described the launch as more than a document unveiling, but a “public declaration of a covenant a solemn commitment between the NCAA and the people and organisations it serves.”
Represented by Captain Donald Spiff, Director of Operations, Licensing and Training, Najomo affirmed that the charter outlines the NCAA’s service standards.
“Today, we take an important step forward in our mission to ensure transparency, accountability, and excellence in our services. The Integrated Service Charter is more than a document it is a public promise,” he said.
According to him, the charter specifies the services NCAA provides, the applicable costs, delivery timelines, and a structured feedback mechanism through customer satisfaction surveys. He added that the initiative embodies the Authority’s commitment to placing customers at the centre of its operations.
“It ensures that every stakeholder whether airlines, service providers, flight crew, air traffic controllers, engineers, dispatchers, or the travelling public — knows exactly what to expect, when to expect it, and how to measure our performance,” Najomo said.
He further noted that the Integrated Service Charter, coordinated by NCAA’s SERVICOM Department and complemented by Service Level Agreements (SLAs) developed by the Presidential Enabling Business Environment Council, would serve as a foundation for certification and international recognition.
“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,” he added.
The General Manager (SERVICOM) and Nodal Officer, Mr Isiyaku Shok Jok, recalled that the NCAA was recognised in 2023 with the award of “Most Improved Parastatal SERVICOM Unit” for significant enhancements in service delivery. In the 2024 assessment, the Authority scored 75% and also received the SERVICOMWORKSHERE accolade.
