By Adaora Adibe
In a renewed effort to strengthen institutional efficiency and public service delivery, the SERVICOM Unit of the Raw Materials Research and Development Council (RMRDC) has undertaken a comprehensive review of the Council’s Service Charter.
The initiative, which aligns with the Federal Government’s mandate for improved transparency and accountability in public service, aims to ensure that services rendered by the Council meet the expectations of stakeholders and the general public. The service charter review team had staff representatives from key departments of the Council to provide input which shall ensure a quality document is produced at the end.
Speaking during the meeting, held at the Council’s headquarters in Abuja, the Deputy Director SERVICOM, Ms. Mercy Agomuo, welcomed participants to the event. She lauded RMRDC’s commitment to quality service and citizen engagement under the leadership of Prof. Nnanyelugo M. Ike-Muonso. She emphasized that the review process was critical for adapting the Council’s operations to contemporary demands and for fostering a more responsive service culture.
Ms. Mercy reiterated the Council’s dedication to service excellence. She noted that the revised Charter is expected to reflect service standards, clearer timelines, and mechanisms for feedback and redress.
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She urged participants to pay rapt attention so as to come up with a standard document for the Council that stakeholders and customers of RMRDC will use to know about RMRDC, how to access the services and to address service failure when it occurs.
The event had resource persons from the SERVICOM Office Presidency; Dr. Ben Onche and his colleague, Mr Duruba Sesugh, who are both professionals in SERVICOM matters, to oversee and ensure that RMRDC come up with its own revised service charter of standard at the end of the programme.
Speaking extensively on developing a service charter, Dr. Ben Onche explained that the service charter is a very important document that describes the service experiences that can be expected from an organisation. He stated that the charters are public documents and must be accessible, widely circulated and displayed at strategic locations and public domains within MDAs.
“The review of the charter should be an ongoing exercise because it reflects the extensive and continual changes taking place within the organisation or society”, he said.
Dr. Onche added that a well-developed and properly implemented service charter is the bedrock of every organisation. This, he said, guides management and staff towards achieving the vision and mandate of the organisation.
He observed that with the development of a revised charter, the Council is expected to further strengthen its role in promoting industrial raw materials development and contribute more effectively to Nigeria’s economic diversification agenda.
Mr. Duruba Sesugh took the team through the essentials of a SERVICOM service charter. He emphasised the need to ensure the charter encompasses the information about the organisation and commitment to provide quality services to its clients, stakeholders or the public.
The team looked through the RMRDC’s existing charter and agreed to work towards ensuring the charter is updated to meet with acceptable standard.
Concluding the event with a vote of thanks, the Chief SEVICOM officer, Mr. Fidelis Idu, thanked everyone for the immense contribution to the success of the program, applauding the active participation, insightful contributions, and dedication to the process.
While also extending appreciation to the Management of RMRDC for creating the enabling environment and providing the necessary support for the review process.
