The Acting National Coordinator and Chief Executive Officer of the Service Compact with All Nigerians (SERVICOM), Mrs. Helen Lawal, has called on the Federal Ministry of Aviation and Aerospace Development to strengthen service delivery standards and deepen citizen-focused administration across Nigeria’s aviation sector.
Lawal made the call on September 3, 2026, during an official courtesy visit to the Ministry’s headquarters in Abuja, where she met with the Permanent Secretary, Mr. Mahmud Adam Kambari, and senior officials of the Ministry.
Speaking during the engagement, Lawal stressed the importance of placing citizens at the centre of public service delivery, noting that the quality of governance is ultimately reflected in how effectively government institutions respond to the needs and expectations of the people.
“Government is about the people,” she said, adding that “the quality of governance is determined by the quality of services delivered to citizens and the extent to which these services meet their needs and expectations.”
She noted that SERVICOM works with Ministries, Departments and Agencies to improve administrative processes and eliminate bottlenecks that can affect the quality and speed of public services. In the aviation sector, she cited processes such as the issuance of operational licences and airline permits as areas where efficient workflows and timely service delivery are particularly important.
To sustain improvements, Lawal called for stronger executive support and dedicated resources for the Ministry’s Ministerial SERVICOM Unit (MSU). She recommended the establishment of a dedicated budget line for service improvement initiatives, alongside regular quarterly inter-agency meetings to identify and resolve operational challenges.
She also highlighted the importance of the Ministry’s Service Charter as a framework for setting service benchmarks, managing public expectations and ensuring consistent delivery across critical areas of the aviation sector, including meteorological, navigational and infrastructure services.
Looking ahead, Lawal encouraged the Ministry and its agencies to take advantage of capacity-building opportunities offered by the SERVICOM Institute, including its Service Exchange Programmes. She also highlighted Customer Service Week, scheduled for October 2026 with the theme “Going the Extra Mile”, as an opportunity to recognise and motivate frontline personnel who play a critical role in shaping citizens’ experiences with government institutions.
The SERVICOM chief also commended the Ministry’s performance in its 2025 scorecard, particularly the recognition of Mrs. Francisca Adediji as the Third Best Performing Nodal Officer and Team D as the Third Best Performing Ministerial SERVICOM Unit.
Building on these achievements, she urged the Ministry to sustain professional development through specialised training in customer relations, grievance handling and performance evaluation.
Lawal reaffirmed SERVICOM’s commitment to working with the Ministry and its agencies to strengthen service delivery frameworks, emphasising that every initiative should ultimately be designed around the needs of the citizen.
Responding, the Permanent Secretary, Mahmud Adam Kambari, acknowledged the complexity of delivering services across the Ministry and its numerous agencies, stressing that members of the public deserve the best possible experience when interacting with government institutions.
He described the Ministry’s mandate as “a culmination of the duties performed by each staff and each department,” which, he said, must be carried out with “utmost professionalism, adherence to best practices/standards and patriotism.”
Kambari assured SERVICOM of the Ministry’s support, revealing that management would provide funding for service delivery initiatives while strengthening collaboration between the Ministry and its parastatals. He also charged the Ministry’s Nodal Officer to ensure that SERVICOM principles are “cascaded further in each department and unit in the Ministry.”
Earlier, the Ministry’s Nodal Officer, Francisca Adediji, said the Ministry views service delivery not simply as an administrative obligation but as an essential component of effective governance and national development.
She described SERVICOM’s engagement with the Ministry as timely and strategic, saying it reinforces a shared commitment to building a culture of excellence, accountability and continuous improvement across Nigeria’s aviation and aerospace sector.
Directors, senior officials, staff and members of the Ministry’s Ministerial SERVICOM Unit attended the engagement.
