By Stephanie Tsegba and Jamila Shuaibu
In a bold step to reposition its service culture and boost public confidence, the Raw Materials Research and Development Council (RMRDC) has recently trained its staff on delivering efficient, accountable, and customer-focused services, held at the Council’s headquarters in Abuja,
The one-day capacity-building programme, organized by the Council’s SERVICOM Unit, was designed to strengthen productivity, improve service standards, and enhance citizen satisfaction across all levels of operation.
Declaring the training open, the Deputy Director of SERVICOM, Mrs Agumuo Mercy, said the initiative was aimed at reorienting staff towards excellence and reinforcing the Council’s commitment to transparent, timely, and people-driven service delivery. She urged participants to take full advantage of the training, stressing that improved service delivery begins with the right mindset and attitude to work.
The training featured two critical sessions delivered by Engr. Obassi Ettu: “Delivering Quality Public Service Standards: Principles, Standards and SERVICOM Compliance” and “Customer-Centric Service in the Public Sector: Managing Expectations, Feedback and Complaints.”
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Speaking during the first session, Engr. Obassi described SERVICOM as a key government framework established to ensure accountability, transparency, and timely service delivery in public institutions. He noted that clearly defined and measurable service standards are essential for building public trust, improving institutional credibility, and reducing operational inefficiencies.
He further highlighted essential compliance tools such as service charters, performance monitoring systems, feedback mechanisms, and service audits, while pointing out persistent challenges in the public sector, including weak enforcement of standards, poor staff attitude, and inadequate monitoring.
In the second session, the facilitator emphasized the importance of adopting a customer-centric approach, urging staff to place stakeholders at the heart of service delivery. He identified key stakeholders as internal staff, manufacturers, SMEs, researchers, and government agencies.
Participants were also taken through practical strategies for managing customer expectations through clear communication and realistic timelines, as well as structured approaches to handling complaints—ranging from prompt acknowledgment to thorough investigation and timely resolution.
He noted that an effective feedback system remains critical to improving service delivery and sustaining public trust.
The training ended with a renewed call for staff to embrace a citizen-centered approach in their daily operations, aligning with SERVICOM principles to drive efficiency, improve service outcomes, and support Nigeria’s industrial development goals
