Ongoing Digitalisation Process to Improve Service Delivery at NSITF, Says MD

Onyebuchi Ezigbo in Abuja

The Nigeria Social Insurance Trust Fund (NSITF) has assured subscribers that the ongoing digitalisation and  automation  project being implemented by the Fund will improve its speedy service delivery.

Managing Director of the NSITF , Maureen Allagoa gave the assurance during an advocacy visit by National Coordinator of SERVICOM, Nnenna Akajemeli to the headquarters of the Fund in Abuja

A statement by General Manager, Corporate Affairs, Nwachukwu Godson, quoted the MD as having said that the Fund prioritises effective service delivery and customer satisfaction in its efforts to expand the frontiers of the employees compensation scheme.

She also explained that the agency has seventy functional SERVICOM desks across its regional and branch offices.

“We acknowledge fully that it takes a happy internal customer to make a satisfied external customer, which is why we prioritise our staff welfare to motivate them to go the extra mile for the satisfaction of our external customers.

“We have achieved this much on service delivery through tenacious efforts and pursuits,  fulfilling almost 100 per cent of our customer service charter, while  reviewing them  to meet the desires and   aspirations  of  our  teaming  customers.

“We are working to improve our processes with our ongoing digitalisation and  automation  project,  e-NSITF, and  the  Employer  Self  Service  Portal (ESSP), which is aimed at improving the ease of doing business.

“This innovation will impact positively on  our  certificate  application  process,  claims  processing, as  well  as  the payment  of  contributions  and  other  services

“This would  no  doubt  improve customer satisfaction and guarantee better, effective, result oriented service delivery, which is the goal of Servicom,” she said

Allagoa added that as part of  the Fund’s  2024 strategic direction, plans have been concluded for the creation of new branches and service centres  to bring services closer to the  customers, noting that “ this will  improve customer satisfaction and guarantee better, effective, result oriented service delivery which is the goal”

In her remarks, Akajemeli commended NSITF for entrenching quality service delivery as a cardinal element in the implementation of the Employees Compensation Scheme (ECS) .

Speaking on the function of the SERVICOM department in every organisation, Akajemeli said it is the fulcrum of efficient management.

She called for adequate training and equipping of Servicom staff for a resourceful discharge of duties.

She said: “ the Servicom unit is the foot soldier and the eyes of the management in all aspects of customer service and should therefore be given the needed tools for the  delivery of target goals.

“The need to  strengthen the capacity of the Servicom unit and desk officers through Servicom Institute trainings to effectively carry out its  functions in line with the NSITF’s mandate cannot be over-emphasised,” she said.