SERVICOM Compliance Evaluation Report
Ensuring Citizen-Focused Service Delivery
Nigeria Immigration Service (NIS) Lagos Zonal Command
December, 2015
SERVICOM Compliance Evaluation Report [2]
Table of Contents
Acronyms 3
Acknowledgement 4
Executive Summary 5
1.0 Introduction 10
1.1 SERVICOM Evaluation Index 10
1.2 Background on Nigria Immigration Service (NIS) 11
1.3 Mandate: 12
1.4 Vision: 12
1.5 Mission: 12
1.6 Objectives: 12
1.7 Structure of the Report 12
2.0 Methodology 14
2.1 Authorisations and Co-operation Sought 14
2.2 Discussions with Customers and Partners 15
2.3 Discussion with Management and Staff 15
2.4 Documents Review and Observation Checklist 15
2.5 Scoping and Mystery Shopping 16
3.0 Results and Findings 18
3.1 Results 18
3.2 Findings 19
3.2.1 Key Findings 19
4.0 Recommendations and Next Steps 24
4.1 Key Recommendations 24
4.2 Next steps 18
5.0 Opportunities, Lessons and Challenges 19
SERVICOM Compliance Evaluation Report [3]
Acronyms
MDAs Ministries Departments and Agencies
MSU Ministerial SERVICOM Unit
NO Nodal Officer
FO Focal Officer
SERVICOM Service Compact with all Nigerians
PS Permanent Secretary
NIS Nigeria Immigration Service
CG Comptroller General
DCG Deputy Comptroller General
PSO Principal Staff Officer
ACG Assistant Comptroller General
CIS Comptroller Immigration Service
PCO Passport Control Officer
MMIA Murtala Muhammed International Airport
CERPAC Expatriate Residence Permit Card
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Acknowledgement
1. Dr. Abdulraham B. Danbazau Honourable Minister, Federal Ministry of
Interior
2. Mr. Bassey O. Akpanyung Permanent Secretary Fed. Min. of Interior
3. Mr. Martin Kure Abeshi Comptroller General (CG) Nigeria Immigration
Service
4. Mr. H. Malgwi DCG Human Resources
5. Mr. H.A. Yarima Mni Principal Staff Office (PSO)
6. Mr. Musa Maza Assistant Comptroller General (ACG) Zone A
7. Mr. M.B. Maikaba Passport Control Officer (PCO), Ikeja
8. Mrs. I.F.A. Olayemi Comptroller Immigration Service CIS),
Apapa Seaport
9. Mr. M.B. Barko Comptroller Immigration Service (CIS),
Seme Border
10. Mohammed A. Tijjani Nodal Officer, Nigeria Immigration Service
(NIS)
SERVICOM Compliance Evaluation Report [5]
Executive Summary
Date of Evaluation: 21st – 25th December, 2015
Score: 1.7 out of 4 (42.5%)
Ranking: Star (**)
Description: Fair
Findings:
Strengths:
It was observed that the Nigeria Immigration Service has installed new
equipment (e.g Electronic Passenger Registration System (e-PARS) and a
New Passport Scanning machine at the Murtala Muhammed International
Airport (MMIA) to enhance service delivery.
The Nigerian Immigration Service carries out daily consultation with
customers at the Passport Office, Ikeja for proper information dissemination
on services rendered for service improvement purpose.
The Nigeria Immigration Service Partners with stakeholders for technical and
other support; this has positively impacted on the service delivery process
It was also observed that the Passport Office at Ikeja has a special capture
room for children and the elderly, thus showing consideration for the
physically challenged and vulnerable groups
The Passport Office, Ikeja and Apapa Seaport Offices recognize hard work as
there is a reward system which enhance staff performance
The introduction of e-passport has curbed multiple application of passports
which has sanitized the system and reduced fraud
There is a system in place for peer review exercise with stakeholders of the
Nigeria Immigration Service for comparative analysis and service
improvement
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Weaknesses:
There is high level life threatening hostility against the Nigeria Immigration
Service Officers at the Seme/Kranke Border by the border communities as the
immigration post is situated on Benin Republic. Nigeria Immigration Service
officers are not allowed to carry weapons; this makes them defenceless and
exposes them and customers to physical attacks.
Inadequate patrol vehicles and choppers has hampered effective performance
of Immigration Service Officers, as such they cannot carry out their duties
effectively resulting in several illegal entry points putting the country at high
security risk.
As at the time of evaluation, there was no presence of SERVICOM Desk at
the Murtala Mohammed International Airport, Seme / Kranke Border and
Apapa Seaport thus customers do not have easy access to enquiries and
avenue for laying complaints in the event of service failure.
The Service charter of Nigeria Immigration Service was not well publicized
and displayed for the information benefits of its customers and staff at the
Murtala Mohammed International Airport (MMIA), Seme/Kranke Border post
and Apapa Seaport and the Passport Office Ikeja; this limits customers’ level
of awareness of the services provided by the Nigeria Immigration Service.
The waiting time of Forty- Eight (48) hours for the collection of international
passport is not adhered to, thus the expectation of customers is not met
It was observed that there was no waiting area for customers when receiving
service at Seme/Kranke Border and the Apapa Seaport as such, customers
do not have good reception experience
There was no evidence of Customer consultation forum by the Nigeria
Immigration Service Commands at the Murtala Mohammed International
Airport, Seme/Kranke Border and Apapa Seaport, as such the needs of the
various customer groups and expectations are not met.
Costs and payment procedures for services are not well publicized at service
points at the Murtala Mohammed International Airport and the Passport
Office, Ikeja of the Lagos zonal command of the Immigration Service; this
gives room for hidden cost and sharp practices.
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Customers at the Murtala Mohammed International Airport and the Passport
Office, Ikeja complained of touting by the Nigeria Immigration Service Officers
to facilitate processes; thus applicants are compelled to pay higher amounts
for international passports and inducements at the airport.
It was observed at the time of evaluation that there was no adequate office
accommodation and work tools. For example only one functioning pilot boat at
the Apapa Seaport to convey officers to the free zone were they interact with
sea farers. This makes it difficult for customers to access timely service and
thus hampers the effective performance of Nigeria Immigration Service
officers at the Port.
Office accommodation and work tools at the Seme/Kranke Border were also
not adequate. Officers were seen working in cramped metal containers; this
causes delay in providing service to customers and also affects staff
productivity.
Recommendations:
The Nigeria Immigration Service management should take strict measures in
enforcing the legal agreement that led to the situation of the Nigeria
Immigration Service office in its present location and the border communities
made aware of the agreement to secure lives of the Nigerian citizens and
immigrants.
Nigeria Immigration posts should be provided with patrol vehicles and
helicopters with modern communication equipment to curb illegal entry at
borders and seaports
The Nigeria Immigration Service Offices at the Murtala Mohammed
International Airport, Seme/Kranke Border and Apapa Seaport should set up a
SERVICOM Desks and assign Officers trained on customer care to enable
service recipients have easy access to enquiries and lay complaints in the
event of service failure.
The Service Charter (including abridged form) should be produced, widely
circulated and visibly displayed (including the Immigration Website) at
SERVICOM Compliance Evaluation Report [8]
strategic service points at the Murtala Mohammed International Airport,
Seme/Kranke Border, Apapa Seaport and the Passport Office Ikeja, for the
benefit of customers. All staff should be sensitized on the use and benefits of
service charter and SERVICOM Principles
There should be a system in place to monitor implementation of service
delivery standards of passports applied for by customers to ensure efficient
and timely delivery of service.
The Immigration Service should provide comfortable(i.e equipped with seats,
water dispensers flowers, rest room facilities etc) waiting areas for customers
receiving service at Murtala Mohammed International Airport, Seme/Kranke
Border,Apapa Seaport and the Passport Office , Ikeja to improve customers
reception experience.
Regular (e.g. monthly or quarterly) consultations should be conducted by the
Nigeria Immigration Service Commands at the Murtala Mohammed
International Airport, Seme/Kranke Border and Apapa Seaport with the
different customer groups and the report reviewed and submitted to
Management. This will enable management know the needs and expectations
of the different customer groups, for service improvement.
Cost and payment procedure of all services attracting cost should be visibly
and boldly displayed at all strategic service points to curtail addition of hidden
charges and create uniformity on customer experience.
The Nigeria Immigration Service should put measures in place to stop touting
by its Officers at the Passport Office, Ikeja and Murtala Mohammed
International Airport, Lagos so that customers will get service at the official
cost rate for better service experience
Standard office facilities should be provided for the various Nigeria
Immigration Service formations in the Lagos zonal command; at Apapa
Seaport, there should be sufficient office accommodation and working
equipment. e.g screening centers and motorised Gun Boats for effective
service delivery
The permanent site project at the at Seme/Kranke Border should be given
priority to hasten its completion with sufficient office accommodation, working
equipment and arms to safe guard the border and customers
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Conclusion
The SERVICOM Index Score awarded to Nigeria Immigration Service is 1.7 out of
4.0 (42.5%) which represents Two Star (**) and indicates ‘Fair’ service delivery.
Although this is still far from praiseworthy, it is our belief that the Nigeria Immigration
Service would aim at continuous improvement on the quality of service delivered to
its customers if the recommendations contained in this report are faithfully
implemented.
SERVICOM Compliance Evaluation Report [10]
1.0 Introduction
The ultimate purpose of any legitimate government is to serve citizens. Citizens are
served through the provision of services, which are intended to make positive
changes on the life and situation of the citizens. Such services are provided through
MDAs, which are allocated the human, financial, material and other resources for the
purpose. For the purpose of ensuring accountability and citizens’ right to quality and
effective service is not only respected but also enhanced, government has renewed
its commitment to evaluating MDA performance against their Service Charter.
In this regard, government has strengthened the main service evaluation agency the
SERVICOM to support MDAs in developing and implementing Service Charter.
Government has also empowered SERVICOM to evaluate the performance of MDAs
and report to it. The mandate of SERVICOM issued to it by Federal Executive
Council in a circular Ref. No. CM.260/S.2/T.2/23 of 29th November, 2012.
1. To coordinate efforts by MDAs to formulate and implement Service Charters;
2. Regularly monitor and report to His Excellency, the President on the progress
made by each MDA in performing their obligations under their Charters;
3. To carry out independent surveys of the services provided to citizens by the
MDAs, their adequacy, their timeliness, customer satisfaction and widely
publicize the results to keep citizens fully informed;
4. To heighten public awareness of the damaging effects of service failure to the
Nigerian society and social structures;
5. To promote attitudes by which citizens would recognise the need to challenge
service failure as their civil rights as well as responsibility.
1.1 SERVICOM Evaluation Index
There is a subsisting presidential directive in circular, Ref. No. SGF.19/S.48/C.2/296
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of 27th June 2005 that all MDAs be evaluated for compliance with the SERVICOM
Index. The Index measures the performance of an MDA or service window against
six dimensions, which are weighted according to their importance on the
implementation of Service Charter. These dimensions are:
Policy Commitment – 10%
Service Delivery – 25%
Customer – 20%
Organizational Effectiveness – 20%
Accountability – 15%
Innovation – 10%
1.2 Background on Nigeria Immigration Service (NIS)
The Nigeria Immigration Service (NIS) was extracted from the Nigeria Police Force
(NPF) in 1958. The Immigration Department as it was known then was entrusted
with the core Immigration duties under the leadership of the Chief Federal
Immigration Officer. The department inherited the Immigration Ordinance of 1958 for
its (limited) operations as only Visa and Business Sections were set up. However on
the 1st of August, 1963 the Nigeria Immigration Service was established by an Act of
Parliament (Cap 171, Laws of the Federation of Nigeria).It is currently a Parastatal
under the Federal Ministry of Interior. The Service is headed by a Comptroller
General (CG) and assisted by Seven (7) Deputy Comptroller Generals who head the
Directorates
The Nigeria Immigration Service has the following Directorates;
Human Resources Management
Finance and Account
Planning, Research and Statistics
Works and Procurement
Investigations, Intelligence and Enforcement
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Operations and Passport
Border Patrol, ECOWAS and African Affairs
1.3 Mandate:
The Service is saddled with the statutory mandate to control the entry/exit of all
persons through Nigerian points of entry as well as monitor the activities of non
Nigerians in the country
1.4 Vision:
To secure Nigerian borders by deploying cutting edge technology that is adaptable
and equally stainable to our peculiar clime; to enforce the internal monitoring and
control of Immigrants as well as raise complete Immigration officers through training
that will carry out their task professionally and in tandem with global best practices.
1.5 Mission:
To make our contribution towards the security architecture of Nigeria with respect to
prompt and efficient response to our statutory duties and mandate to render world
class service to foreigners and the Nigerian populace
1.6 Objectives:
The overall objective of SERVICOM Compliance Evaluation is to ensure citizen-
focused service delivery in MDAs. The specific objectives include identifying gaps in
service delivery and making recommendations to MDAs to improve customer
satisfaction and accountability
1.7 Structure of the Report
This report is structured into six (6) sections namely:
i. Introduction: This section highlights the purpose and mandate of
SERVICOM, the SERVICOM Index, the background and mandate of Nigeria
Immigration Service, list of the evaluated service windows and the objectives
of the evaluation.
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ii. Methodology: This section discusses the rationale for the selection of Nigeria
Immigration Service for evaluation and details of the processes followed in the
evaluation.
iii. Results and Findings: Provides details of the scores generated through data
analysis and the findings are presented based on the six dimensions.
iv. Recommendations and Next Steps: Presents recommendations based on
the findings identified in section three (iii). The section further proposes short
and medium term actions to be taken to remedy the identified weaknesses.
v. Opportunities, Lessons and Challenges: This section highlights the
opportunities for change and reform in Nigeria Immigration Service to improve
service delivery, the lessons learnt and challenges faced during the evaluation
exercise.
vi. Annexes: This section presents additional documents and data used during
the Nigeria Immigration Service evaluation exercise.
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2.0 Methodology
The Nigeria Immigration Service was selected for compliance with the SERVICOM
Index from 21st – 25th December, 2015. The Service was selected as a result of:
The Presidential Directive that all Government Ministries, Departments and
Agencies (MDAs) be evaluated for SERVICOM Compliance and
accountability
To ascertain the actual state of services provided to the public
The service is a necessity and thus has a high level of customer interface
Evidence was gathered at the service windows evaluated through customer
interviews, discussions with management, discussions with staff, discussions with
partners (some of which are – Greater Washington, CONTEC, Socket Works/New
Works, Port Health Authority), review of key documents and general observations.
Services are provided to citizens by Nigeria Immigration Service through several
Service Windows, namely:
1. Human Resources
2. Finance and Account
3. Planning, Research and Statistics
4. Work and Procurement
5. Investigations, Inspectorate/Enforcement
6. Operations/Passport
7. Border Patrol, ECOWAS/African Affairs
The following service windows were selected for evaluation:
1. Airports
2. Seaports
3. Passport Offices
4. Land Borders
2.1 Authorisations and Co-operation Sought
To carry out this evaluation, SERVICOM Office wrote to the Honourable Minister,
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Federal Ministry of Interior, and copied the Comptroller General of Nigeria
Immigration Service the supervising MDA of Lagos Zonal Command, informing him
of the SERVICOM Mandate, dates, number of days and the purpose of the
Compliance evaluation.
2.2 Discussions with Customers and Partners
Several customers and partners of the MDA were selected and interviewed. The
customers were asked questions on their perception of quality, value of service and
whether services meet their expectations. For example, the customers were asked
[Did the MDA provide you with information on how to make complaints when
necessary?]. Partners of the Nigeria Immigration Service were also interviewed.
Among the questions the partners were asked are: [Has Nigeria Immigration Service
made arrangement for consultation with your Organization?].
2.3 Discussion with Management and Staff
Separate interviews were held with the Management and Staff of Nigeria Immigration
Service Zonal Command. The interview for the management staff centres on Policy
Commitment, Service and Organizational Effectiveness. Discussion with staff also
focuses on service delivery. In addition, staff were asked questions on innovation
and treatment of customers. Specific questions for management include; “Does the
MDA regularly conduct internal performance evaluation and are these reviewed at
appropriate meetings by management?” Staff, on the other hand, were asked;
“What evidence exists to show that it is a practice in Nigeria Immigration Service to
provide explanation to customers for delays that are not a regular occurrence?”.
2.4 Documents Review and Observation Checklist
Several documents were reviewed as evidence to support discussions with
management and staff. A list of required documents was sent to the Nigeria
Immigration Service one week before the evaluation. Some of the documents
requested for include:
a. The Service Charter of Nigeria Immigration Service
b. Evidence of consultation with stakeholders,
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c. Nigeria Immigration Service Strategic Plan,
d. Training list,
e. Annual Report
f. Customer Care Policy,
g. Financial & Audit Report
h. Customer Increase/decrease and Satisfaction Surveys,
i. Record of Staff Training, etc.
Some of the documents reviewed are as follows;
i. Nigeria Immigration Service Charter
ii. Nigeria Immigration Service Annual Report (2014)
iii. THE NATION’S GATEKEEPER (April & August 2015)
A checklist of items and issues to be observed during the evaluation was also
prepared. Among the issues to be observed are:
a. Clear directional signs and signage,
b. Reception area,
c. Access needs for the physically challenged,
d. Available convenience and its accessibility by customers
e. Facilities for comments and suggestions,
f. Use of names tags by staff,
g. Displayed time to access service,
h. Quality of information available for stakeholders including those with special
needs and vulnerable groups, etc.
2.5 Scoping and Mystery Shopping
A letter was sent to the Federal Ministry of Interior and Nigeria Immigration Service
intimating them about the intended evaluation. As part of the scoping process series
of meetings were held with the Nodal Officer of Nigeria Immigration Service ahead of
the evaluation where details of the exercise were discussed.
SERVICOM Compliance Evaluation Report [17]
SERVICOM Compliance Evaluation Report [18]
3.0 Results and Findings
3.1 Results
The table below summarises the results of evaluation which was calculated as an
average score of the six (6) dimensions, based on a scale of 0 – 4 weightings for
each indicator. The overall score for Nigeria Immigration Service (Lagos Zonal
Command) is: 1.7 out of 4 which is 42.5% as detailed in the Table below:
Composite score for
Nigeria Immigration
Service Lagos Zonal
Command
Overall Index score 1.7
Policy Commitment 1.6
Mandate & other Policy Documents 2.0
Budgetary Allocation and Release 1.2
The Service 1.8
Service Offer 1.5
Service Standard 1.8
Service Experience 1.4
Staff Attitude 1.7
Reward and Measurement Systems 2.0
Staff Orientation 2.0
Staff Relationships 2.5
The Customer 1.2
Perceived Quality 1.0
Perceived Value 2.0
Expectation 0.5
Organizational Effectiveness 1.8
Structure and Positions 1.8
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Processes 0.8
Management Style 2.0
Partnership and Collaboration 2.5
Accountability 2.0
Staff Awareness of Action 2.0
Reporting 1.5
Innovation 2.0
Readiness for Change 2.0
Employee Capabilities Upgrade 1.5
Lesson learning 1.0
3.2 Findings
The findings presented in this section comprise of an Index score and observations
on the quality of service delivery found at the service window.
3.2.1 Key Findings
Policy Commitment
Documentary evidence shows that the budget released to Nigeria Immigration
Service was less than the amount appropriated and was also not released on
time; this hindered timely and affective service delivery
The Service
As at the time of evaluation, there was no presence of Nigeria Immigration
Service SERVICOM Desk at the Murtala Mohammed International Airport,
Seme / Kranke Border and Apapa Seaport thus customers do not have easy
access to enquiries and avenue for laying complaints in the event of service
failure.
There was no evidence of records of complaints at the Murtala Mohammed
International Airport, Seme/Kranke Border and Apapa Seaport
SERVICOM Compliance Evaluation Report [20]
There was no analysis and publication of complaints received at the Passport
Office Ikeja, thus customers are not informed on actions taken on complaints
over a period of time
The Service charter of Nigeria Immigration Service was not well publicized
and displayed for the information benefits of its customers and staff at the
Murtala Mohammed International Airport, Seme/Kranke Border post and
Apapa Seaport and the Passport Office Ikeja; this limits customers’ level of
awareness of the services provided by the Nigeria Immigration Service.
There were no clear directional signs at Murtala Mohammed International
Airport, Seme/Kranke Border, Apapa Seaport and the Passport Office Ikeja, to
guide customers easily to service points.
The waiting time of Forty- Eight (48) hours for the collection of international
passport is not adhered to, thus the expectation of customers are not met
It was observed that there was no waiting area for customers when receiving
service at Seme/Kranke Border and the Apapa Seaport as such, customers
do not have good reception experience
The Passport Office, Ikeja rest room facilities is not located within the
reception for the use of customers. This results in poor reception experience
for customers.
There is no initial waiting time documented in the Service Charter nor is there
a system in place to monitor such, thus customers are not aware of initial
waiting time for receiving services of Nigeria Immigration Service. e.g initial
waiting time for applicants applying for international passports is not
documented
Customers experience indicated that most staff are not courteous and polite in
handling customers while discharging their duties which subtracts from the
satisfaction level of customers
There was no evidence of file tracking mechanism to monitor and ensure that
all files are treated within the specific timelines to ensure efficiency and timely
treatment of documents.
There was no evidence that staff are rewarded for hard work at Murtala
Mohammed International Airport and Seme/Kranke Border. This negatively
affects staff morale and their productivity.
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It was discovered at the point of evaluation that Nigeria Immigration Service
Officers are owed allowances and entitlements; This demoralizes staff
The Customer
There was no evidence of Customer consultation forum by the Nigeria
Immigration Service Commands at the Murtala Mohammed International
Airport, Seme/Kranke Border and Apapa Seaport, as such the needs of the
various customer groups and expectations are not met.
Service points at the Nigeria Immigration Service, Lagos zonal command do
not carry out systemic customer satisfaction survey, thus there is no regular
feedback on service experience from customers.
Customers complained that the cost / charges on services such as the
international passports are too high making it quite unaffordable. e.g the Sixty-
Four (64) page e-passport at N24,500 and the Thirty-Two (32) page e-
passport at N19,500
Costs and payment procedures for services are not well publicized at service
points at the Murtala Mohammed International Airport and the Passport
Office, Ikeja of the Lagos zonal command of the Immigration Service; this
gives room for hidden cost and sharp practices.
Customers at the Murtala Mohammed International Airport and the Passport
Office, Ikeja complained of touting by the Nigeria Immigration Service Officers
to facilitate processes; thus applicants are compelled to pay higher amounts
for international passports and money extorted from travelers by officials of
Nigeria Immigration Service at the airport desk.
Organizational Effectiveness
There is high level life threatening hostility against the Nigeria Immigration
Service Officers at the Seme/Kranke Border by the border communities as the
immigration post is situated on Benin Republic. Nigeria Immigration Service
officers are not allowed to carry weapons; this makes them defenceless and
exposes them and customers to physical attacks.
Nigeria Immigration Service Officers cannot boldly carry out their duties
effectively resulting to a very porous and insecure border putting the country
at high security risk.
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Performance Targets are not set for individual staff. This makes it difficult to
measure the performance and effectiveness of individual staff in service
delivery
Air travellers sometimes mistake staff of Port Health Authority for Nigeria
Immigration Service Officers at the Arrival and Departure points of Murtala
Mohammed International Airport due to similarities in the uniform of both
organisations.
It was observed at the time of evaluation that there was no adequate office
accommodation and work tools. For example only one functioning pilot boat at
the Apapa Seaport to convey officers to the free zone were they interact with
sea farers. This makes it difficult for customers to access timely service and
thus hampers the effective performance of Nigeria Immigration Service
officers at the Port.
Office accommodation and work tools at the Seme/Kranke Border were also
not adequate. Officers were seen working in cramped metal containers; this
causes delay in providing service to customers and also affects staff
productivity.
Borderlines are not clearly defined at all entry points. i.e Air, Sea and Land
are not clearly demarcated; this posses difficulty for service delivery process
Promotion of staff of the Nigeria Immigration Service is selective and a few
get promoted; this has caused career stagnation resulting in discontent
among staff of the Immigration Service.
Accountability
It was observed that the information requirements of customers with special
needs like those who cannot read and the visually impaired were not taken
into consideration at all the service points in the Lagos zonal command.
Innovation
Not all Nigeria Immigration Service Officers get to attend on the job trainings
and training on customer care and this has affects their performance and
complaints handling skills
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4.0 Recommendations and Next Steps
4.1 Key Recommendations
Policy Commitment
Timely release of the appropriated budget (of capital and recurrent) would
enhance the performance of the Nigeria Immigration Service and facilitate the
implementation of its projects and programmes; thus will lead to realization of
its mandate
The Service
The Nigeria Immigration Service Offices at the Murtala Mohammed
International Airport (MMIA), Seme/Kranke Border and Apapa Seaport should
set up a SERVICOM Desks and assign trained Officers on customer care to
enable service recipients have easy access to enquiries and lay complaints in
the event of service failure.
Complaints should be documented and actions taken analysed and published
for the benefit of customers at the Murtala Mohammed International Airport,
Seme/Kranke Border and Apapa Seaport
Summary of all complaints received and actions taken on justified complaints
should be documented, periodically analysed, published for the benefit of
different customer groups and report submitted to Management for service
improvement.
The Service Charter (including abridged form) should be produced, widely
circulated and visibly displayed (including the Immigration Website) at
strategic service points at the Murtala Mohammed International Airport,
Seme/Kranke Border, Apapa Seaport and the Passport Office Ikeja, for the
benefit of customers. All staff should be sensitized on the use and benefits of
service charter and SERVICOM Principles
The Immigration Service should put in place clear directional signs and proper
sign postings including names of staff and designations (e.g at the reception,
various service points i.e departure and arrival, SERVICOM Desks, office
doors) at Murtala Mohammed International Airport, Seme/Kranke Border,
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Apapa Seaport and the Passport Office Ikeja, to facilitate easy and timely
access to services by customers.
There should be a system in place to monitor waiting times for collecting of
International Passports applied for by customers to ensure adherence to
service standards of 48 hours as stated in the Service Charter of the Nigeria
Immigration Service.
The Nigeria Immigration Service should provide comfortable waiting areas
equipped with seats, water dispensers and television sets at Seme/Kranke
Border and the Apapa Seaport to improve customers’ reception experience.
Rest room facilities should be provided within the reception area for
customers waiting to receive service at the Passport Office, Ikeja for better
reception experience of customers
The initial waiting time for receiving services of the Nigeria Immigration
Service should be published at all service points of the Lagos zonal command
and a system put in place to monitor same to ensure that service standards
are upheld for customers satisfaction.
The Nigeria Immigration Service Lagos zonal command should train its staff
on customer care and complaint handling to ensure courtesy and guarantee
speed of response to customers’ needs and demands
The Nigeria Immigration Service should make it a priority to monitor and
ensure that all files are treated within the specific timeframe by properly
tracking file movement from one office to another to ensure efficiency and
timely treatment of documents.
The Murtala Mohammed International Airport and Seme/Kranke Border
should put in place a reward system that will recognise and reward hard work
to encourage better performance by staff.
The management of Nigeria Immigration Service should give consideration to
its staff welfare and payment of all allowances and entitlements to boost the
morale of staff and enhance their performance
The Customer
The Nigeria Immigration Service at Murtala Mohammed International Airport,
Seme/Kranke Border and Apapa Seaport should carry out regular
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stakeholders consultations with the different customer groups and the report
submitted to Management. This will enable management know the needs and
expectations of the various customer groups, for service improvement.
Customer satisfaction surveys should be conducted periodically on all
customer groups. This will enable the Nigeria Immigration Service gauge the
perception of the different customer groups on the quality of service provided
and highlight areas for improvement.
The cost charges on services attracting cost should be reviewed and made
more affordable for all customer groups.
Costs and payment procedures of all services attracting costs should be
visibly displayed at all strategic service points to curtail hidden charges and
guarantee uniformity on customer experience.
The Immigration Service should put measures in place to stop touting by its
officers at the Passport Office, Ikeja and Murtala Mohammed Airport, Lagos to
boost the image of the Service and the country; This would ensure that all
customers are treated right and have value for money paid for services
Organizational Effectiveness
The Nigeria Immigration Service management should take strict measures in
enforcing the legal agreement that led to the situation of the Nigeria
Immigration Service office in its present location and the border communities
made aware of the agreement to secure lives of the Nigerian citizens and
immigrants.
The management of the Immigration Service should provide officers with arms
for optimal performance for the security of lives and properties at the
Seme/Kranke Border Command
Measurable and achievable Performance Targets should be jointly set and
agreed with all staff in all the Departments.
The management of Nigeria Immigration Service and Port Health Authority at
the Murtala Mohammed International Airport should meet and determine
appropriate means of clearly identifying/distinguishing staff of both
SERVICOM Compliance Evaluation Report [27]
organisations to avoid misleading customers due to similarities in uniform
colours
Standard office facilities and work tools should be provided for the various
Nigeria Immigration Service formations in the Lagos zonal command; i.e
Apapa Seaport, there should be sufficient office space and facilities for the
various activities of the Command (e.g screening centers and rest room
facilities) with standard furnishing like comfortable chairs, tables, air
conditioning units, cabinets etc, working facilities and equipment such as
computer system units with internet connectivity, generator sets with constant
fuel supply etc, logistics i.e motorized gun boats, pilot boats, helicopters,
patrol vans and arms in line with global best practice to aid surveillance and
curb illegal entrance
The permanent site project at the at Seme/Kranke Border should be given
priority to hasten its completion with sufficient office accommodation, working
equipment and arms to safe guard the border and customers
There should be proper demarcation of all ports- of-entry (Air, Sea and Land)
of International borders and strict measures employed to check the illegal
entry/exit points.
Management should ensure that there is regular promotion of staff as at when
due to eliminate discontentment among staff and boost morale of Immigration
Officers for greater efficiency in service delivery
Accountability
Consideration should be given to the information requirements of customers
with special needs by provision of Braille for the blind, pictorial displays for
those that cannot read and translation services for languages other than
English language
Innovation
Both duty specific and customer care update trainings should be periodically
carried out and efforts made to ensure that it is all inclusive for staff of the
Organisation for professionalism and better customer relations
SERVICOM Compliance Evaluation Report [28]
4.2 Next steps
Although the question of how these recommendations might best be implemented is
a management issue for the Nigeria Immigration Service, SERVICOM Office through
the SERVICOM Institute will work with the management of the Nigeria Immigration
Service and its SERVICOM Unit to develop and guide the implementation of
appropriate Service Improvement Plans.
SERVICOM Compliance Evaluation Report [29]
5.0 Opportunities, Lessons and Challenges
Opportunities
By virtue of its mandate i.e statutorily saddled with the responsibility to control
the entry/exit of all persons through Nigerian points of entry as well as monitor
the activities of non Nigerians in the country, the Nigeria Immigration Service
is strategically placed to employ cutting edge technologies, international
standards and global best practices to assist the Nigerian Government tackle
the current security challenges facing the nation
Lessons
There is a dire need for peaceful co- existence of the Benin Republic
indigenes (Border communities) with the Nigeria Immigration Service at the
Seme/Kranke Border which is key to effective service delivery that would
translate to a more secured Border
Challenges
The Evaluation Team did not get the cooperation of the management of the
Nigeria Immigration Service at the Murtala Mohammed International Airport,
Lagos as all efforts to meet with the Comptroller Immigration Service (CIS) at
the airport proved abortive. This resulted in serious delay and undue hardship
for the SERVICOM Evaluation Team. This action almost mired the evaluation
process as the team had to make repeated visits to the airport to complete the
evaluation. Documents were not made available to the SERVICOM
Evaluation Team in line with SERVICOM Compliance Evaluation standards.
This negatively impacted on the process considering the criticalness of the
Murtala Mohammed International Airport to the nation.
The Evaluation Team to Lagos was not accompanied by staff of the Federal
Ministry of Interior as approval was not given by management of the Ministry
for its staff to go for the evaluation with the SERVICOM Team.
SERVICOM Compliance Evaluation Report [30]