August 27, (THEWILL) — The Nigeria Civil Aviation Authority (NCAA) has unveiled its first SERVICOM Integrated Service Charter to deepen service excellence and transparency.
Speaking at the unveiling on Tuesday, at the Dambazau Conference Centre, Bill Clinton Drive, Abuja, the Minister of Aviation and Aerospace Development, Festus Keyamo, SAN, explained that the Service Charter is a clear demonstration of NCAA’s commitment to transparency, accountability, and the delivery of world-class services to stakeholders in the Aviation sector.
Represented by Mrs Adediji Francisca, the acting Director, Reform Coordination & Service Improvement at the ministry, Keyamo further said the “milestone also aligns with the Federal Government’s reform agenda of improving service delivery across Ministries, Departments and Agencies (MDAs), with SERVICOM serving as the bedrock of citizen-centred service.”
The minister added that by “Setting out clear service standards and performance benchmarks, the NCAA has taken a bold step towards enhancing customer satisfaction, boosting operational efficiency, and reinforcing Nigeria’s reputation in global Aviation.”
The Director-General, Civil Aviation, Capt. Chris Ona Najomo, said the event is not just the unveiling of a document, but a “public declaration of a covenant — a solemn commitment between the NCAA and the people and organisations we serve.”
Represented by the Director, Operations, Licencing and Training, NCAA, Capt. Donald Tonye Spiff, the DG also affirmed the Charter stands as a clear statement of NCAA’s service standards.
“Today, we take an important step forward in our ongoing mission to ensure transparency, accountability, and excellence in the services we deliver. The Integrated Service Charter is more than a document — it is a public promise.
“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 said, adding that in aviation, precision and trust are non-negotiable.
The General Manager (SERVICOM)/Nodal Officer, Isiyaku Shok Jok, in his welcome address, said the Authority won the most improved Parastatal SERVICOM unit in 2023 because of its exponential improvement in service delivery.
Jok highlighted NCAA’s turnaround from a poor 17% SERVICOM score in 2022 to 75%, winning three SERVICOM awards in 2023.
“NCAA’s score in the last assessment conducted in 2024 was 75%. Also, NCAA won the SERVICOMWORKSHERE recognition; the Director-General Civil Aviation was recognised for his support and commitment to citizen-centred service delivery; while the NCAA Nodal Officer (my humble self) was recognised as the best performing Nodal Officer, Parastatals SERVICOM units (Team D) – three awards in one year”, he said.
The event was attended by NCAA Directors, as well as representatives of NIMET, NAMA, NDIC, CBN, NIS, Customs, Aviation unions, and the private sector, who all commended the Authority’s progressive vision.
Anthony Awunor, is a business correspondent who holds a Bachelor of Arts Degree in Linguistics (UNILAG). He is also an alumnus of the Nigerian College of Aviation Technology (NCAT), Zaria Kaduna State. He lives in Lagos.
