Leave a Comment / Press Releases / By ncdmb
Delivering
effective service to stakeholders of the Nigerian oil and gas industry is a key
objective under the implementation of the Nigerian Content 10-year strategic
roadmap, the Executive Secretary, Nigerian Content Development and Monitoring
Board (NCDMB), Engr. Simbi Kesiye Wabote has said.
He stated
this on Thursday, the 3rd day of the NCDMB 2022 Customer
Service Week holding at the Nigerian Content Tower, Yenagoa, Bayelsa State.
According to him, the Board’s awareness of the important role of stakeholders
in Nigerian Content operations is reflected in the dedication of two pillars
and one enabler of the 10-year roadmap towards delivering quality and effective
service to internal and external stakeholders.
He emphasized that the 10-Year
Strategic roadmap which is now in the 5th year of implementation has the
central goal of increasing Nigerian Content level in the Oil and Gas industry
to 70 percent by the year 2027.“This goal is hinged on five key pillars and
four enablers which are underpinned by various initiatives that will facilitate
the achievement of the target,” he said.
Engr. Wabote
drew a connection between customer satisfaction and business’ profitability and
survival, adding that public corporations may not have finances as their focus,
yet they are not exempted from promoting efficient service delivery because it
builds positive brand image in the eye of the public.
He remarked
that satisfied customers will happily play the role of an organization’s brand
ambassador, stressing that getting customers satisfied is not achieved by
wishful thinking or leaving the outcome to chance. He advised that “organizations
must be deliberate in setting up systems and processes that will deliver
desired outcomes for all to see.”
Providing
details on Organizational Capability – one of the pillars of the 10-year
roadmap that support efficient customer care to NCDMB’s internal stakeholders,
the Executive Secretary said the the Board has provided comfortable and
conducive office spaces and work tools for staff as well as provided numerous
capacity development programs for staff to meet the standards of the oil and
gas industry it regulates. The Board also provided facilities and programmes to
enable staff improve their physical and mental fitness, he said.
Regarding
the Enabling Business Environment pillar, he said the “Board has worked
tirelessly to significantly reduce the aggregated cycle-time of our touch
points in the industry contracting process through the careful implementation of
Service Level Agreements (SLA’s).” He asserted that NCDMB is the first agency
of government in the oil and gas industry to sign SLAs with industry operators.
Our SLA with NLNG, OPTS, and IPPG includes a 15-day Rule which states that they
could take any request forwarded to us as approved if they do not get any
response from the Board after 15 working days.”
He listed
other achievements under the Enabling Business Environment pillar to include
the creation and operation of the SERVICOM Unit, which has embarked on several
initiatives aimed at improving customers’ experience, including the launch of
the SERVICOM Charter, setting up a responsive Front Desk Service, and
establishing effective lines of communication between the Board and its
customers.
He
added that the Board has also deployed technology with the adoption of ZENDESK,
an innovative platform for managing customer interface channels such as emails,
letters, telephone calls, live chats, and physical visitations, hinting that
its Customer Service machinery has enabled the Board to handle an average of
1,500 letters, 2,000 visitors, and thousands of emails, phone calls, and live
chats every quarter.
On the
Collaboration and Stakeholder Engagement enabler, Wabote said the Board has
embarked on various workshops, exhibitions, and events to showcase its
programmes and receive feedback. He listed some of the workshops to include
Practical Nigerian Content Forum, Nigerian Oil and Gas Opportunities Fair,
Research and Development Fair, Expatriate Quota Management workshop,
Sensitization workshops on Vendor Development Program, Community Content
Guideline workshop, Quarterly NCCF Sectoral Working Group meetings, Workshop
for the Judiciary among others.
He
maintained that these numerous customer-focused steps contributed to the Board
recently emerging as the BEST MDA in Ease of Doing Business Ranking in 2022,
improving year-on-year from 27th position in 2019.
The NCDMB
customer service event was attended by representatives from the Office of the
Honourable Minister of Information and Culture, the Director-General, National
Council for Arts and Culture, the Director General, Bureau of Public Service
Reforms, the Special Adviser to the President on Ease of Doing Business and the
National Coordinator of SERVICOM Office.
The officials praised NCDMB for exceptional services it delivers to its external and internal stakeholder and challenged other organizations to emulate the Board.