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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


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


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)


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


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.


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


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


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.


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


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


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.


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.


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,


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,


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.


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


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


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.


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.


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


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,


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


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


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


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.


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.