NCAA Unveils SERVICOM-Integrated Service Charter to Enhance Aviation Service Delivery

The Nigerian Civil Aviation Authority (NCAA) has launched its first-ever SERVICOM-Integrated Service Charter, marking a significant step toward improving transparency, efficiency, and customer-centric service within the country’s aviation sector.

The event, held in Abuja, featured representation from the Minister of Aviation and Aerospace Development, Barr. Festus Keyamo, delivered by Mrs. Adediji Francisca F., Acting Director of Reform Coordination and Service Improvement. In his address, Keyamo emphasized that the charter aligns with the Federal Government’s commitment to citizen-focused reforms and elevated service delivery across all Ministries, Departments, and Agencies (MDAs).

“This Service Charter serves as a covenant between the NCAA and the Nigerian people, a commitment to accountability, transparency, and excellence,” the Minister stated.

Director-General of Civil Aviation, Capt. Chris Ona Najomo, represented by Capt. Donald Tonye Spiff, described the document as both a strategic policy and a public pledge to prioritize the needs of airlines, service providers, aviation professionals, and passengers.

The charter explicitly outlines NCAA services, associated costs, service timelines, and introduces a structured feedback mechanism incorporating customer satisfaction surveys. This framework is designed to enhance stakeholder ability to monitor performance and ensure institutional accountability.

Najomo also noted that the initiative supports the Authority’s broader objective of achieving ISO 9001:2015 Quality Management System certification, which ranks among his eight key priorities for the NCAA.

The development and implementation of the charter were overseen by the NCAA’s SERVICOM Department, led by Nodal Officer Mr. Isiyaku Shok Jok. Under his guidance, the unit was awarded “Most Improved Parastatal SERVICOM Unit in 2023” and attained a 75% rating in the 2024 national assessment. Mr. Jok was also honored as “Best Performing Nodal Officer.”

By Oshuniran Sheriff Ola