Olayemi Cardoso, the CBN governor, has announced the approval of the Central Bank of Nigeria’s Reviewed Service Charter to enhance service delivery across financial institutions in Nigeria.
The Service Charter is a requirement of the Business Facilitation Act (BFA) 2022 for driving the ease of doing business in Nigeria. It also enables the bank to fully comply with the directives of SERVICOM Nigeria (the presidency) on the improvement of customer service delivery.
The recent charter outlines how the bank promises to work with its external customers to meet their expectations of service and what the bank expects from them.
In the foreword, the governor reiterated the bank’s “commitment to providing more responsive and citizen-friendly governance through quality service delivery that is efficient, accountable, and transparent.”.
The primary goals of a service charter are twofold: to enhance the organization’s overall performance and to closely align with and manage customer expectations.
By establishing and communicating clear commitments to customers, organizations aim to deliver a consistent and predetermined level of performance. This proactive approach not only fosters improved customer relations but also seeks to elevate customer satisfaction by ensuring that the services provided meet or exceed expectations.
The document clearly outlines the bank’s mandates, vision, mission, and core values. It contains the list of services offered by the bank through its various departments and the service standards for each service.
The Service Charter also includes a standardized Customer Complaints Form for reporting service failure as well as a mechanism for addressing service failure in any of the bank’s services.
