Posted by Sade Williams
The Presidential Enabling Business Environment Council (PEBEC) which formally commissioned, the PEBEC.Report Kiosks (the Kiosk) at the international wing of the Muritala Mohammed Airport in Lagos last week, has said that the plan is to help customers/consumers resolve issues and complaints arising from services rendered, without delay.
According to Dr. Jumoke Oduwole, Senior Special Assistant to the President on Industry, Trade and Investment, PEBEC Secretary in a statement in Sunday, the Kiosks would serve as a self-service terminal, with customer service representatives to promote the PEBEC.Report app, adding that the app is the PEBEC’s official public service website for complaints and feedback on the service delivery standards of select Ministries, Departments and Agencies (MDAs).
The app was launched on 25 June 2018, at a special PEBEC meeting after a 6-month preparation period. The app has piloted with nine of the PEBEC priority MDAs (PPM); Citizens and Business Department, Corporate Affairs Commission, Federal Airports Authority of Nigeria, National Agency for Food and Drugs Administration and Control, Nigeria Civil Aviation Authority, Nigeria Customs Service, Nigerian Police Force, Nigerian Ports Authority and Standards Organisation of Nigeria.
According to her, the app is important because it:
- Makes it easy for anyone to resolve issues encountered when dealing with MDAs;
- Strengthens federal enforcement, service delivery and public protection efforts on a national level (through filing a complaint);
- Helps identify trends and tracks the issues that matter to Nigerian citizens.
The app includes a feedback mechanism for MDAs, which have assigned administrators to handlecomplaints according to pre-agreedservice level agreements(SLA). All administrators have been trained on how to handle complaints and feedback from the app within a 72-hour timeline. On June 27 2018, the Federal Executive Council also approved a directive on strict compliance by all MDAs to respond to complains within 72 hours.
This web-based application is to foster transparency and efficiency in furtherance to the Executive Order 001 (EO1). Recall that the EO1 was signed on 18 May 2017 by Vice President, Professor YemiOsinbajo (SAN), then Acting President to promote transparency and efficiency in the business environment. To foster a robust monitoring and evaluation process (M&E), EO1 mandated all MDAs to submit monthly reports to the office of the Head of Service and SERVICOM. The Enabling Business Environment Secretariat tracks compliance of select MDAs with EO1 directives. On June 25 2018, a 12-month anniversary report, tracking the performance of PPMs, was presented at the special PEBEC meeting in the presence of private sector stakeholders.
The PEBEC.Report kiosks have been placed in Lagos and Abuja international airports to promote the app and encourage private sector to give feedback about their airport and travel experience. The app is being scaled up to include more MDAs and provide wider coverage.