….improve SERVICOM rating of 17% in 2022 to 75% in 2024.
The Nigerian Civil Aviation Authority (NCAA) has launched its first Integrated Service Charter, reaffirming its commitment to transparency, accountability, and improved service delivery in the nation’s aviation sector.
The Authority also marked a milestone in its service delivery journey, showcasing a remarkable transformation from a poor SERVICOM rating of 17% in 2022 to 75% in 2024.
Chris Ona Najomo, Director-General of Civil Aviation (DGCA), speaking during the official unveiling of the Charter on Tuesday in Abuja described the development as a “historic milestone,” noting that it marked the end of years of efforts by the NCAA to develop a comprehensive service charter in line with the Federal Government’s 2004 directive for Ministries, Departments, and Agencies (MDAs) to establish SERVICOM units.
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“As mentioned earlier, since the Federal Government directed Ministries, Departments and Agencies MDAs) to establish SERVICOM units in 2004 in a bid to ensure that Nigerians get quality service from its government, NCAA had been struggling to develop and implement a proper Service Charter. I am pleased to announce that today, the struggle is over as we launch our first Integrated Service Charter.
“Today is not merely the unveiling of a document. It is the public declaration of a covenant, a solemn commitment between the NCAA and the people and organisations we serve. This Charter stands as a clear statement of our service standards. The Integrated Service Charter is more than a document, it is a public promise. It clearly sets out,” he said
Najomo, who was represented by Donald Tonye Spiff, Director of Operations, Licensing and Training, explained further that the Integrated Service Charter spells out the services offered by the NCAA, the applicable costs, the timelines for delivery, and a structured mechanism to receive and act upon feedback through customer satisfaction surveys.
Highlighting one of his eight cardinal objectives, Najomo stated that the launch of the Charter is a step toward achieving ISO 9001:2015 Quality Management System certification for the Authority, a global benchmark for service excellence. He added that the initiative aligns with the Federal Government’s Ease of Doing Business agenda.
“In aviation, precision and trust are non-negotiable. 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 noted.
The DGCA commended the contributions of the NCAA SERVICOM department and the Presidency’s SERVICOM Office for their guidance and collaboration in producing the document.
“As we unveil the Integrated Service Charter today, we reaffirm our pledge to be responsive, transparent, and proactive, because in the NCAA, your trust is our flight plan,” Najomo stated
In his remarks, Isiyaku Shok Jok, General Manager (SERVICOM), said that the newly launched Integrated Service Charter consolidates all of NCAA’s services, standards, and commitments under one unified framework.
He explained that it clearly outlines the Authority’s obligations to stakeholders, including service timelines, costs, and feedback mechanisms through structured customer satisfaction surveys.
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“For the first time in 21 years, our organisation has come together to design and adopt a holistic charter that brings all our services under one unified framework. This Charter is more than just a document; it is a pledge, a living testament to our resolve to offer seamless, responsive, and transparent service to every stakeholder and member of the public,” Shok Jok said.
He further stressed that the success of the charter depends on the dedication of SERVICOM committee members and continuous training to equip staff with skills in public service best practices, customer engagement, complaint resolution, data management, feedback analysis, and the use of digital tools for monitoring and reporting.
“As we celebrate this launch, let us remember that real transformation lies in our daily actions. I urge every SERVICOM staff, every staff of NCAA, and every partner to embrace the charter not as a policy, but as a personal commitment, one that shapes how we serve, respond, and grow together,” he added.
