The Pension transitional arrangement directorate (PTAD) has launched the service charter to serve as an internal policy to guide both staff and pensioners.

The executive secretary of the directorate, Dr. Chioma Ejikeme, disclosed this in Abuja during the launching ceremony.

The servicom charter has been thoughtfully developed to serve as an internal policy to guide both staff and pensioners on the service delivery standards.

She said that the service charter was to simply communicate the service promise and expected service delivery standards.

“ This way collectively we can improve pensioners’ welfare across the nation…, Service charter is a short publication that describes the service experience that can be expected from MDAs,” Dr Ejikeme said.

The executive Secretary said that the charter was expected to evolve as the organization grows and changes take place internally and externally, while PTAD would remain responsive to pensioners, stakeholder feedback and their changing needs.

According to her, “It is important to convey the pensioners at every point of interaction that they are highly valued members of society, that we are there to provide quality service to them and treat them with the respect and dignity that they deserve.While providing quality service, we expect our pensioners and stakeholders, to hold us accountable when service delivery is poor and express dissatisfaction or report confirmed acts of misconduct.”

She said that PTAD’s service charter is not intended to extend any legally enforceable rights to any stakeholder group, it is meant as a service delivery guide for all stakeholders and staff.

The executive secretary, reiterated the commitment of the directorate that pensioners entitlements are processed and paid accurately when due.

The Minister of Finance, Budget and National Planning, Mrs Zainab Ahmed, commended PTAD for the innovative initiative policy.

The minister who was represented by, Mr Pever Iongo, said that pensioners deserve a dignified treatment.

“ The policy will give the public what to expect as well as educate them on their rights, it’s also crucial for the staff to comply with the charter and international best practices should be adhered to dealing with pensioners.”

She urged the directorate to continue with their good work.

Mrs Nnena Akajemeli, the National Coordinator Service Compact with all Nigerians (SERVICOM), said that PTAD has been doing a good job.

She said that SERVICOM gives room for open and transparent processes in every organisation.

Mrs. Akajemeli said that there is need to train staff on the implementation if the charter service, and also on charter service communicates standard.

She commended the starting of the calls center which has reduced the number of complaints coming to the agency.



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