The Nigeria Civil Aviation Authority has unveiled its first SERVICOM Integrated Service Charter to deepen service excellence, accountability, and transparency in the aviation sector.
In a statement on Tuesday, the Minister of Aviation and Aerospace Development, Festus Keyamo, described the initiative as a milestone in the Authority’s commitment to stakeholders.
He described the launch of the Service Charter as a clear demonstration of NCAA’s commitment to transparency, accountability, and the delivery of world-class services to stakeholders in the aviation sector.
Represented by Adediji Francisca, Acting Director, Reform Coordination & Service Improvement at the ministry, the minister further indicated that “this milestone also aligns with the Federal Government’s reform agenda of improving service delivery across Ministries, Departments and Agencies with SERVICOM serving as the bedrock of citizen-centred service.”
The minister added that by “setting out clear service standards and performance benchmarks, the NCAA has taken a bold step towards enhancing customer satisfaction, boosting operational efficiency, and reinforcing Nigeria’s reputation in global aviation.”
Director-General of the NCAA, Chris Ona Najomo, explained that the launch represents more than a policy statement and that the event is not just the unveiling of a document but a “public declaration of a covenant, a solemn commitment between the NCAA and the people and organisations we serve.”
Represented by Capt. Donald Tonye Spiff, Director of Operations, Licensing and Training at the NCAA, the DG stressed that the Service Charter is a clear statement of the Authority’s obligations.
“Today, we take an important step forward in our ongoing mission to ensure transparency, accountability, and excellence in the services we deliver. The Integrated Service Charter is more than a document; it is a public promise,” he said.
According to him, the Charter outlines the services the NCAA provides, the applicable costs for each service, delivery timelines, and a structured feedback mechanism through customer satisfaction surveys.
Capt. Najomo further explained that the document embodies the Authority’s customer-first philosophy.
“It ensures that every stakeholder, whether an airline, service provider, flight crew, air traffic controller, engineer, dispatcher, or member of the flying public, knows exactly what to expect, when to expect it, and how to measure our performance,” he said.
The DGCA highlighted that one of its eight cardinal objectives is achieving ISO 9001:2015 QMS certification for the Authority.
“Getting the certification is like giving our organisation a global seal of excellence. The NCAA Integrated Service charter coordinated by the SERVICOM department and the Service Level Agreements developed by the Presidential Enabling Business Environment Council are key ingredients in our journey for certification,” he stated.
In aviation, he added, precision and trust are critical.
“By integrating service standards with a clear feedback mechanism, we are not only raising the bar for customer service in the industry but also creating a platform for continuous improvement,” he stated.
In his welcome address, General Manager (SERVICOM)/Nodal Officer Isiyaku Shok Jok noted that the Authority had been recognised for significant improvement in service delivery.
“NCAA’s score in the last assessment conducted in 2024 was 75 per cent. Also, NCAA won the SERVICOM WORKSHOP recognition; the Director-General of Civil Aviation was recognised for his support and commitment to citizen-centred service delivery, while the NCAA Nodal Officer (my humble self) was recognised as the best performing Nodal Officer, Parastatals SERVICOM units (Team D) – three awards in one year,” he said.
