The Nigerian Civil Aviation Authority (NCAA) has unveiled its first Integrated Service Charter, a milestone that underscores its commitment to transparency, accountability, and world-class service delivery in Nigeria’s aviation sector.
The launch, held in Abuja on Tuesday, was described by Minister of Aviation and Aerospace Development, Barr. Festus Keyamo, as a bold step that reflects the Federal Government’s reform agenda. Represented by Mrs. Adediji Francisca, Ag. Director of Reform Coordination & Service Improvement, Keyamo noted that the Charter aligns with the drive to strengthen service delivery across Ministries, Departments, and Agencies (MDAs), with SERVICOM at the centre.
Speaking at the event, Director-General of Civil Aviation, Capt. Chris Ona Najomo, described the development as a “historic milestone” and a “public covenant between the NCAA and its stakeholders.” Represented by Capt. Donald Tonye Spiff, Director of Operations, Licensing and Training, Najomo explained that the Charter sets out the services the NCAA provides, applicable costs, timelines for delivery, and structured feedback mechanisms through customer satisfaction surveys.
“This Integrated Service Charter is not just a document, it is a public promise,” Najomo said. “It ensures that every stakeholder—airlines, service providers, flight crews, engineers, dispatchers, or the flying public—know exactly what to expect, when to expect it, and how to measure our performance. In aviation, precision and trust are non-negotiable.”
The Charter also marks a remarkable turnaround for the NCAA, which improved from a SERVICOM rating of just 17% in 2022 to 75% in 2024. The DGCA noted that the initiative supports one of his eight cardinal objectives: achieving ISO 9001:2015 Quality Management System certification for the Authority. “Getting this certification is like earning a global seal of excellence,” he added.
General Manager (SERVICOM) and Nodal Officer, Isiyaku Shok Jok, praised the milestone, recalling NCAA’s recognition as the most improved SERVICOM unit in 2023. “For the first time in 21 years, our organisation has consolidated all its services and commitments into one unified framework. This Charter is more than a policy—it is a living testament to our resolve to deliver transparent and seamless service to all stakeholders,” he said.
He stressed that the success of the charter will depend on continuous training, staff dedication, and consistent adoption of customer engagement best practices. “As we celebrate this launch, let us remember that real transformation lies in our daily actions. Every member of NCAA must embrace the Charter as a personal commitment to shaping how we serve, respond, and grow together,” he added.
With this step, the NCAA has not only set clear service standards but also reaffirmed its pledge to raise the bar for aviation service delivery in Nigeria.
