The Managing Director and Chief Executive of the Nigeria Social Insurance Trust Fund (NSITF), Barrister Olúwaṣeun Mayomi Faleye has promised that subscribers to the Employees’ Compensation Scheme (ECS) operated by the Fund would henceforth meet with a compassionate organisation in their time of need.
Barrister Faleye made the promise when he declared open the customer week celebrations of the Fund at it’s corporate headquarters in Abuja, Monday. He said, ” I assure subscribers that anytime they deal with us they will meet a compassionate organisation that’s really ready to serve them and empathize with their situations.”
“You will understand that subscribers engage with us often at the most challenging times for them. They are either dealing with a loss or bereavement, accidents or challenges. We must have staff that empathize with that situation. That understand the urgency of what is required and that understand that the efficacy of service will really ease the pain or the challenge at that time. And what I want to put out there is we are now ready and able to rise up and meet with the challenge.” He affirmed.
Digging into the theme of this year’s celebration, ‘Mission Possible,’ the Managing Director said it was about encouragement. “Mission possible is message of encouragement.And merely for them to know that anything is possible: Service delivery of the most qualitative order, of the most excellent order, we can achieve it if we set ourselves and our mind to it. And if we, management, provide the necessary support and resources and this is really what this week is all about. To tell ourselves that we can deliver quality service. The sort of service we promised Nigerians at NSITF.” He said.
Customer service week started in the early 20th century in the United States. It gained Congress’ approval in 1992 and is now celebrated worldwide on the first week of October.
It aims at celebrating contributions of customer service professionals, raise awareness on good customer relations, and strengthen relations between organisations and their customers among other lofty objectives.
Barrister Faleye said the Fund had been involved in a lot of public engagements and initiatives on improving service delivery. “One is how subscribers and stakeholders get to communicate with us, make enquiries, seek clarifications and guidance. We want to improve on that. And we’ve been improving on that. One of the things we’ve done recently is to open a multi Omni channel for engagement of that nature.” He said.
“Of course also of you look at our claim process, there seems to be a lack of understanding as to how it should work. We think in customer service or in customer-staff engagement and interface, we’ll also chip in that knowledge and enable people understand what needs to be done.”
We’ve done a lot of internal reorganisation within the system to make service much more quicker. we’ve streamlined documentation and it now becomes a bit of engagement with the public for them to know how this thing now works to be able to move a needle on our customer service index. I may say that our collaborations with SERVICOM is also being helpful. There’s a lot of engagement with SERVICOM in recent times where we opened up our service charter. We’ve engaged different fora and issues relating to service delivery. And I think that we are moving in the right direction in that respect.
Activities lined up for the week include road shows and award of excellence for staff who have distinguished themselves in customer service relations and service delivery.
SERVICOM recently scored NSITF high in its assessment of the service delivery of the Fund in the past one year of the Faleye-led management.
