In line with the ease of doing business executive order, the Federal Government has set up feedback kiosks at the international wings of the Muritala Muhammed Airport in Lagos and the Nnamdi Azikiwe Airport in Abuja.
The kiosks, under the Presidential Enabling Business Environment Council (PEBEC), will serve as a self-service terminal for complaints and reports, with customer service representatives also promoting the PEBEC report app.
The app is the PEBEC’s official public service website for complaints and feedback on the service delivery standards of select Ministries, Departments and Agencies (MDAs).
The Guardian learnt that the app was launched in June 2018 and has been piloted with nine of the PEBEC priority MDAs (PPM).
They are: Citizens and Business Department, Corporate Affairs Commission, Federal Airports Authority of Nigeria (FAAN), National Agency for Food and Drugs Administration and Control (NAFDAC), Nigeria Civil Aviation Authority (NCAA), Nigeria Customs Service, Nigeria Police Force, Nigerian Ports Authority and Standards Organisation of Nigeria (SON).
Senior Special Assistant to the President on Industry, Trade and Investment, Dr.Jumoke Oduwole, in a statement yesterday, said the PEBEC Report kiosks had been placed in Lagos and Abuja airports to promote the app and encourage private sector to give feedback about their airport and travel experience.
The app is being scaled up to include more MDAs and provide wider coverage.
Oduwole, who is also PEBEC secretary, added that the app makes it easy for anyone to resolve issues encountered when dealing with MDAs, strengthens federal enforcement, service delivery and public protection efforts on a national level (through filing a complaint) and helps identify trends and tracks the issues that matter to Nigerian citizens.
“The app includes a feedback mechanism for MDAs, which have assigned administrators to handle complaints according to pre-agreed Service Level Agreements (SLA). All administrators have been trained on how to handle complaints and feedback from the app within a 72-hour timeline.
“On June 27, 2018, the Federal Executive Council also approved a directive on strict compliance by all MDAs to respond to complains within 72 hours.
This web-based application is to foster transparency and efficiency in furtherance to the Executive Order 001 (EO1),” she said.