The NBTI SERVICOM Unit was established in 2020 in line with the Federal Government’s directive requiring all Ministries, Departments, and Agencies (MDAs) to institutionalize the functions of SERVICOM through the development of operational guidelines known as the Service Charter.
This operational manual serves as a comprehensive guide outlining the National Board for Technology Incubation’s (NBTI) commitment to customer-centred service delivery. It provides information on the Agency’s service flow, quality assurance modalities, and continuous improvement mechanisms aimed at promoting transparency, accountability, and efficiency in service delivery to its clients, partners, and stakeholders.
The document also seeks to empower and encourage valued service users to engage constructively to make informed demands, provide feedback, and lodge complaints, when necessary, thereby fostering a culture of responsiveness and continuous learning within the organization.
FUNCTIONS OF THE SERVICOM UNIT OF THE BOARD
- Co-ordinate the formation and operation of SERVICOM charter and service improvement plans in the Board
- Monitor and report progress of the Board under SERVICOM obligations through compliance Evaluations using the SERVICOM index to carryout surveys or services and customers satisfaction, publicize charters and sensitize the citizenry to demand quality service as a right at all times.
- Coordination and monitoring the Board’s performance.
- Conducting Regular Evaluation and Ratings of Service Delivery level to measure excellence. (In collaboration with SERVICOM National headquarter Abuja)
- Conducting spot checks on security men/Receptionist and how polite/courteous they are.
- To facilitate a safe and conducive working environment for staff at all levels of service delivery.
- To institute complaints procedure including Grievance Redress mechanism at the Board.
- To ensure the promotion of quality assurance and best practices in the performance of our functions.
- To facilitate a comprehensive and effective training policy for frontline staff on customer relations and related matters.
- To manage links with strategic partners and other stakeholders on service delivery, market research and customer care/relations etc.
- Inauguration of SERVICOM Unit of TVET Institution in Nigeria.
- To monitor the conduct of yearly promotional examination of the Board.
How NBTI SERVICOM Ensures Effective Service Delivery
- Monitoring and Evaluation:
We continuously track, evaluate, and document the performance of NBTI’s services to identify gaps and areas requiring improvement, ensuring that set standards are maintained across all Technology Incubation Centres (TICs) and Headquarters departments.
- Client Feedback:
Your feedback matters! We actively solicit and receive input from clients, entrepreneurs, and the public through surveys, feedback forms, complaints procedures, and other communication channels, using this information to refine our services.
- Reporting and Recommendations:
Based on monitoring outcomes and stakeholder feedback, NBTI SERVICOM prepares reports on service performance and makes evidence-based recommendations for improvement. These reports guide management decisions to enhance service quality, client satisfaction, and institutional accountability.
KEY COMPONENTS OF NBTI SERVICOM
The NBTI SERVICOM Unit operates through four major components designed to ensure efficient, transparent, and customer-focused service delivery across all departments and Technology Incubation Centres (TICs):
- SERVICE CHARTER,
- SERVICE IMPROVEMENT PLAN (SIP),
- CUSTOMER RELATIONS AND FEEDBACK,
- MONITORING AND EVALUATION (M&E).
SERVICE DELIVERY
The National Board for Technology Incubation (NBTI) is committed to delivering efficient, transparent, and customer-focused services in line with SERVICOM principles. NBTI recognizes its key stakeholders as valued customers and strives to meet their needs through continuous service improvement and accountability.
Stakeholders consider as Customers
The main categories of NBTI customers include:
- Entrepreneurs and Incubatees in Technology Incubation Centres (TICs).
- Technology Incubation Centres (TICs) as implementing arms of the Board.
- Researchers and Innovators seeking technology incubation and commercialization support.
- Industry Partners and Investors engaged in enterprise development and innovation.
- Academic and Research Institutions collaborating on technology transfer and capacity building.
- Government MDAs, especially the Federal Ministry of Innovation, Science and Technology (FMIST), and other relevant Agencies
- International and Development Partners supporting innovation and entrepreneurship.
- NBTI and TIC Staff, regarded as internal customers.
- The General Public, who access NBTI’s services and programmes.
NBTI SERVICOM MISSION
To ensure that all services provided by the National Board for Technology Incubation (NBTI) are delivered promptly, fairly, honestly, effectively, and transparently to entrepreneurs, innovators, partners, and the general public, in line with the national SERVICOM principles of accountability and excellence in public service.
NBTI SERVICOM VISION
To promote excellent, customer-focused service delivery across all Technology Incubation Centres (TICs) and departments of NBTI by ensuring that the rights, needs, and expectations of clients and stakeholders are recognized, respected, and consistently upheld.
CUSTOMER OBLIGATIONS
- Provide accurate and relevant information for service processing.
- Be courteous and respectful to service providers.
- Abide by established procedures and rules.
- Use official feedback channels responsibly.
- Support continuous improvement through honest feedback.
For SERVICOM related issues, please contact any of the following:
- Otunla Rachael A
Head of SERVICOM
08033877024
- Lubabatu Saad Abubakar
Charter Desk Officer
08082302223
- Freddie Comfort Ezinne
Service Improvement Desk Officer
09022422772
- Hussaina Salisu Maimuna
Complaint Desk Officer
08030980099