SERVICOM Compliance Evaluation...

SERVICOM Compliance Evaluation Report

Ensuring Citizen Focused Service Delivery

Nigeria Immigration Service Sokoto State Command

December 21 - 25, 2015

SERVICOM Compliance Evaluation (SCE)

Nigeria Immigration Service, Sokoto State Command

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Table of Contents

Acronyms 3

Acknowledgement 4

Executive Summary 6

1.0 Introduction 9

1.1 Background on Nigeria Immigration Service 10

1.2 Mandate: 10

1.3 Vision: 10

1.4 Mission: 11

1.5 Objectives: 11

1.6 Structure of the Report 11

2.0 Methodology 13

2.1 Authorisations and Co-operation Sought 14

2.2 Discussions with Customers and Partners 14

2.3 Discussion with Management and Staff 15

2.4 Documents Review and Observation Checklist 15

2.5 Scoping and Mystery Shopping 16

3.0 Results and Findings 17

3.1 Results 17

3.2 Key Findings 18

4.0 Recommendations and Next Steps 21

4.1 Key Recommendations 21



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Acronyms

MDAs Ministries Departments and Agencies

MSU Ministerial SERVICOM Unit

NO Nodal Officer

FO Focal Officer

KPI Key Performance Indicator

BPSR Bureau of Public Service Reform

SERVICOM Service Compact with all Nigerians

NIS Nigeria Immigration Service

FAAN Federal Airports Authority of Nigeria

ARO Area Revenue Officers



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Acknowledgement

We acknowledge the co-operation of the following for their contributions in the

course of the evaluation exercise:

S/No Name Designation

1. Lt General Abdulrahman

Danbazzau Rtd

Honourable Minister, Interior

2.

3.

Mr Bassey.O. Akpanyung

Martins Abeshi

Permanent Secretary, Federal Ministry of Interior

Comptroller General of Immigration

4. A.M Ahmad Sokoto State Command Comptroller of

Immigration Service

5. I.B. Maiwurno Deputy Comptroller of Immigration

6. Musa Ba’a Deputy Comptroller of Immigration

7.

8.

Ibrahim Liman

Sa’idu Idris

Deputy Comptroller of Immigration

Assistant Comptroller of Immigration

9.

10.

Ibrahim Mahuta

Aliyu Jika

Assistant Comptroller of Immigration

Chief Superintendent of Immigration

11. M.M Bello Chief Superintendent of Immigration

12. Alao Saka


13.

14.

Mamza Japhet

Mukthar Aliyu


Deputy Superintendent of Immigration



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15.

Shehu M. Marafa

Deputy Chief Inspector of Immigration

16.

Abdul Aliyu

Assistant Chief Inspector of Immigration

17.

Suleiman Mohammed

Assistant Superintendent of Immigration

(Representative Headquarters)

18. Sanusi Ahmed Abdullahi Assistant Superintendent of Immigration

(Focal Officer Sokoto State Command)



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Executive Summary

Date of Evaluation: 21th - 25th December, 2015

Score: 1.7 out of 4 (42.5%)

Ranking: Star (**)

Description: Fair

Strengths:

The Staff zeal and commitment in discharging their duties was highly

commendable as confirmed by customers and observed by the

evaluating Team

The Command put in extra effort in providing a waiting tent for its

customers despite the space constraints and restrictions in the State

Secretariat, Sokoto

To provide quality services to those from remote communities, the

State Command in conjunction with the State Government engage the

services of Area Revenue Officers (ARO) to assist customers in filling

out forms, bank payments and conveying them to the State Command

for capturing and collection of passports

The Passport Office in the State Command is located on the ground

floor of the State Secretariat to enable easy access to customers

There is a cordial working relationship between NIS Sokoto State

Command with its Partners such as Nigeria Customs Service, FAAN

and even the neighboring Country; Niger Republic

Weaknesses:

The Passport Office Sokoto State Command has only one printer,

laminating and archive machine and when any of these machines



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break down, customers have to wait indefinitely pending when the

machine is repaired or alternatively, travel to other states to obtain

their passports

The Sokoto State Command Office is constrained by its location in the

State Secretariat as customers can only access services when the

Secretariat is open

There is insufficient operational vehicles at the State Command and

the Ilella border post to ensure effective patrol of the numerous illegal

routes into the Country

The Ilella border post lacks modern facilities such as Auto gate to

effectively screen documents and migrants in and out of the country

through the border.

The NIS structures (both official and residential) at the Illella border

post is in a state of disrepair and dilapidation. This puts the Officers

and Men and their families at risk of being attacked

The focal officer and his key officers are yet to be inducted and

properly trained on service delivery principles

Recommendations

The Passport Office Sokoto State Command should be properly

equipped with back-up printers, laminating and archive machines to

enable a smooth flow of services and reduce waiting time delays in

instances of breakdowns of machines and other equipment

The Sokoto State Command Office of the Nigeria Immigration Service

needs to be situated in an easily accessible location where customers

can readily access services especially during peak periods like Hajj

operations

More operational vehicles should be provided for the State Command

and the Ilella border post to ensure effective patrol of the numerous

illegal routes into the Country with the aim of reducing unauthorized

entry into Nigeria

The NIS Ilella border post needs to be properly equipped with modern

tools and equipment such as Auto gate, security cameras etc. to



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ensure secure and smooth passage of travellers in and out of Nigeria

and facilitate effective service delivery

The NIS structures (both official and residential) at the Illella border

post should be renovated as a matter of urgency. This will ensure

some level of comfort for customers and security for the officers and

men at the border

The focal officer and his key officers should be inducted and properly

trained on service delivery principles to guide them on development of

standards, monitoring of service delivery processes in the command,

proper reporting to management etc.

Conclusion

The SERVICOM index awarded to Nigeria Immigration Service, Sokoto State

Command is 1.7 out of 4.0 (42.5%) which represents Two Star (**) and indicates

‘Fair’ service delivery. Although this is still far from praiseworthy, it is our belief that

NIS Management would aim at continuous improvement on the quality of service

delivered to its customers if the recommendations contained in this report are

faithfully implemented.



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1.0 Introduction

The ultimate purpose of any legitimate government is to serve citizens. Citizens are

served through the provision of services, which are intended to make positive

changes on the life and situation of the citizens. Such services are provided through

MDAs, which are allocated the human, financial, material and other resources for the

purpose of ensuring accountability and citizens’ right to quality and effective service

which is not only respected but also enhanced. Government has renewed its

commitment to evaluating MDA performance against their Service Charter.

In this regard, government has strengthened the main service evaluation agency the

SERVICOM Office to support MDAs in developing and implementing Service

Charters. Government has also empowered SERVICOM to evaluate the

performance of MDAs and report to it. The mandate of SERVICOM issued to it by

Federal Executive Council in a circular Ref. No. CM.260/S.2/T.2/23 of 29th

November, 2012 are:

1. To coordinate efforts by MDAs to formulate and implement Service Charters;

2. Regularly monitor and report to His Excellency, the President on the progress

made by each MDA in performing their obligations under their Charters;

3. To carry out independent surveys of the services provided to citizens by the

MDAs, their adequacy, their timeliness, customer satisfaction and widely

publicize the results to keep citizens fully informed;

4. To heighten public awareness of the damaging effects of service failure to the

Nigerian society and social structures;

5. To promote attitudes by which citizens would recognise the need to challenge

service failure as their civil rights as well as responsibility.



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SERVICOM Evaluation Index

There is a subsisting presidential directive in circular, Ref. No. SGF.19/S.48/C.2/296

of 27th June 2005 that all MDAs be evaluated for compliance with the SERVICOM

Index. The Index measures the performance of an MDA or service window against

six dimensions, which are weighted according to their importance on the

implementation of Service Charter. These dimensions are:

Policy Commitment – 10%

Service Delivery – 25%

Customer – 20%

Organizational Effectiveness – 20%

Accountability – 15%

Innovation – 10%

1.1 Background on Nigeria Immigration Service

The NIS was extracted from the Nigeria Police in 1958. The immigration department,

as it was known then, was entrusted with the core immigration duties under the

headship of the Chief Federal Immigration Officer (CFIO). The department in its

emergent stage inherited the immigration ordinance of 1958 for its operations. At

inception, the Department had a narrow operational scope and maintained a low

profile and simple approach in attaining the desired goals and objectives of the

Government. During this period, only the visa and business sections were set up.

Later in 1963, it was established through an act of parliament (Cap 171, Laws of the

Federation, Nigeria)

1.2 Mandate:

The NIS in line with Mr President’s directive is established to perform the following:

Restructure, Re-engineer, Reconstruct and Transform the NIS to be better

positioned for efficient and effective Service Delivery to all Stakeholders.

1.3 Vision:



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“To secure Nigerian Borders by deploying cutting edge Technology that is adaptable

and equally sustainable to our peculiar clime; To enforce the internal monitoring and

control of immigrants as well as raise complete immigration officers through training

that will carry out their tasks professionally and in tandem with global best practices.”

1.4 Mission:

‘To make our contribution towards security architecture of Nigeria with respect to

prompt and efficient response to our statutory duties and mandate to render world

class service to foreigners and the Nigerian populace’

1.5 Objectives:

The overall objective of SERVICOM Compliance Evaluation is to ensure citizen-

focused service delivery in MDAs. The specific objectives include identifying gaps in

service delivery and making recommendations to MDAs to improve customer

satisfaction and accountability

1.6 Structure of the Report

This report is structured into six (6) sections namely:

i. Introduction: This section highlights the purpose and mandate of

SERVICOM, the SERVICOM Index, the background and mandate of Nigeria

Immigration Service, list of the evaluated service windows and the objectives

of the evaluation.

ii. Methodology: This section discusses the rationale for the selection of NIS for

evaluation and details of the processes followed in the evaluation.

iii. Results and Findings: Provides details of the scores generated through data

analysis and the findings are presented based on the six (6) dimensions.

iv. Recommendations and Next Steps: Presents recommendations based on

the findings identified in section three (iii). The section further proposes short

and medium term actions to be taken to remedy the identified weaknesses.



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v. Opportunities, Lessons and Challenges: This section highlights the

opportunities for change and reform in NIS to improve service delivery, the

lessons learnt and challenges faced during the evaluation exercise.

vi. Annexes: This section presents additional documents and data used during

the evaluation exercise.



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2.0 Methodology

The Nigeria Immigration Service was selected for compliance with the SERVICOM

Index from 21st – 25th December, 2015. The Service was selected as a result of:

The Presidential Directive that all Government Ministries, Departments and

Agencies (MDAs) be evaluated for SERVICOM Compliance and

accountability

To ascertain the actual state of services provided to the citizens

The service is a necessity and thus has a high level of customer interface

Evidence was gathered at the service windows evaluated through customer

interviews, discussions with management, discussions with staff, discussions with

partners (some of which are – FAAN, Nigeria Customs Service and State Security

Service), review of key documents and general observations.

Services are provided to citizens by Nigeria Immigration Service through several

Service Windows, namely:

1. Finance, Administration and Technical Services (FATS)

2. Operations

a. Passport Division

b. Land Border Patrol Division

c. Marine Border Patrol Division

d. Air Border Patrol Division

e. Operations Division

f. ECOWAS Division

g. African Affairs and Multilateral Division

3. Investigation, Inspectorate and Enforcement (IIE)

a. Anti-Human Trafficking Division

b. Repatriation and Deportation Division



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c. Aliens Control Division

d. Investigation

The following service windows were selected for evaluation:

1. State Command

a. Passport Office

b. Operation Division

c. ECOWAS Division

2. Airport

a. Arriving Passengers

b. Departing Passengers

c. Air Border Patrol

3. Land Border

a. Arriving Passengers

b. Departing Passengers

c. Ilella Border Patrol

4. NIS Partners

a. Nigeria Customs Service

b. State Security Service

c. Federal Airports Authority of Nigeria

d. Commisionere du Police, Birnin Konin- Niger Republic

2.1 Authorisations and Co-operation Sought

To carry out this evaluation, SERVICOM Office wrote to the Honourable Minister of

Interior Federal Ministry of Interior, Comptroller General of Nigeria Immigration

Service, informing them of the SERVICOM Mandate, dates, number of days and the

purpose of the Compliance evaluation.

2.2 Discussions with Customers and Partners

Several customers and partners of the MDA were selected and interviewed. The



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customers were asked questions on their perception of quality, value of service and

whether services meet their expectations. For example, the customers were asked

[Did the Nigeria Immigration Service provide you with information on how to make

complaints when necessary?]. Partners of NIS were also interviewed. Among the

questions the partners were asked are: [Has the Nigeria Immigration Service made

arrangement for consultation with your Organization?].

2.3 Discussion with Management and Staff

Separate interviews were held with the Management and Staff of Nigeria Immigration

Service. The interview for the management staff centres on Policy Commitment,

Service and Organizational Effectiveness. Discussion with staff also focuses on

service delivery. In addition, staff were asked questions on innovation and treatment

of customers. Specific questions for management include; “Does the Nigeria

Immigration Service regularly conduct internal performance evaluation and are these

reviewed at appropriate meetings by management?” Staff, on the other hand, were

asked; “What evidence exists to show that it is a practice in Nigeria Immigration

Service to provide explanation to customers for delays that are not a regular

occurrence?”

2.4 Documents Review and Observation Checklist

Several documents were reviewed as evidence to support discussions with

management and staff. A list of required documents was sent to Nigeria Immigration

Service Headquarters before the evaluation. Some of the documents requested

include:

a. The Service Charter of Nigeria Immigration Service,

b. Evidence of consultation with stakeholders,

c. Performance Contract Documents;

d. Nigeria Immigration Service Strategic Plan,

e. Training list,

f. Annual Report

g. Customer Care Policy,

h. Financial & Audit Report



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i. Customer Increase/decrease and Satisfaction Surveys,

j. Record of Staff Training, etc.

Some of the documents reviewed are as follows:

a. The Service Charter of Nigeria Immigration Service

b. The NIS Sokoto State Command abridged service charter

c. Report of Focal Officer on proposed SCE

d. Organogram NIS Sokoto State Command

e. 2014 Annual Report NIS Sokoto State Command

A checklist of items and issues to be observed during the evaluation was also

prepared. Among the issues to be observed are:

a. Clear directional signs and signage,

b. Reception area,

c. Access needs for the physically challenged,

d. Available convenience and its accessibility by customers

e. Facilities for comments and suggestions,

f. Use of names tags by staff,

g. Displayed time to access service,

h. Quality of information available for stakeholders including those with special

needs and vulnerable groups, etc

2.5 Scoping and Mystery Shopping

A letter was sent to the Honourable Minister, Federal Ministry of Interior and the

Management of the Nigeria Immigration Service, Head Quarters intimating it about

the intended evaluation. As part of the scoping process series of meetings were held

with the Nodal Officer of Nigeria Immigration Service ahead the evaluation where

details of the exercise were discussed.



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3.0 Results and Findings

3.1 Results

The table below summarises the results of evaluation for the Nigeria Immigration

Service Sokoto State Command which was calculated as an average score of the six

(6) dimensions, based on a scale of 0 – 4 weightings for each indicator. The overall

score for the Nigeria Immigration Service Sokoto State Command is: 1.7 out of 4

which is 42.5% as detailed in Table below:

Composite score for NIS Sokoto

State Command

Overall Index score 1.7

Policy Commitment 1.6

Mandate & other Policy Documents 2.0

Budgetary Allocation and Release 1.2

The Service 1.9

Service Offer 2.0

Service Standard 1.9

Service Experience 1.4

Staff Attitude 2.0

Reward and Measurement Systems 1.5

Staff Orientation 2.0

Staff Relationships 2.5

The Customer 1.1

Perceived Quality 0.8

Perceived Value 1.5

Expectation 1.0

Organizational Effectiveness 1.8

Structure and Positions 1.8



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Processes 0.8

Management Style 2.0

Partnership and Collaboration 2.5

Accountability 2.0

Staff Awareness of Action 2.0

Reporting 1.6

Innovation 2.0

Readiness for Change 2.0

Employee Capabilities Upgrade 1.5

Lesson learning 1.0

3.2 Findings

The findings presented in this section comprise of an Index score and observations

on the quality of service delivery found at the service window.

3.2.1Key Findings

Policy Commitment

There is no evidence that the Nigeria Immigration Service strategic plan

serves as a key driver to guide the operations of the Service towards

achieving its mandates in line with the change agenda of Mr. President

The budgetary allocation to Nigeria Immigration Service Sokoto is inadequate

and not released on time. This hinders efficient delivery of services as critical

working materials such as fueling of vehicles, stationary etc. in the passport

office and border posts are lacking

The service



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Evidence on summary of feedback and complaints on the quality of services

being delivered by Sokoto State Command was not seen. This does not

enable such information to be processed, used in reviewing service

standards and serve as basis for comparison of performance over a given

period

The evaluation Team did not sight any documented report of action taken to

address complaints and remedial action for poor performance

The NIS Ilella border post lacks modern tools and equipment to ensure

effective service delivery such as Auto gate, security cameras etc.

The Sokoto State Command does not have any system in place to reward

officers who performed exceptionally well in discharging their duties.eg best

staff of the year

Nigeria Immigration Service does not compare well with other similar services

worldwide such as the neighboring Niger Republic Gendarme due to lack of

modern facilities and equipment

Many staff complained that their allowances and benefits are not being paid

as at when due. This does not motivate staff to perform optimally

Though staff appraisal is yearly and regular most officers complained that

process is not transparent as they are not promoted as at when due

The Customer

During the evaluation exercise, it was discovered that the area revenue

officers (ARO) who are to facilitate delivery of service to those in remote

communities exploit their lack of knowledge and collect above the official rates

under the guise of provision of transportation and accommodation as the need

arises.

The Sokoto State Command has not planned or implemented customer

satisfaction surveys as this will help them find out how their services are

serving the public.

The Sokoto State Command does not have a system in place for monitoring

and recording changes in customer expectation and perception to serve as a

yardstick for improvement.



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Customer care policy is not produced and displayed to guide the staff-

customer relationship in service delivery in Sokoto State Command.

Organizational Effectiveness

The details of the SERVICOM Focal Officer including names, telephone

numbers, and complaint desk Officer in the various posts are not displayed.

This will help customers know who to see regarding service delivery issues.

The NIS Sokoto is unable to set and adhere to quantitative standards

regarding time spent for processes such as data entry, capturing and

collection of passports due to seasonal demand

Performance targets are yet to be set and agreed jointly with staff. This, when

put in place and adhered to will help improve service delivery

Accountability

There is no evidence that report on internal performance evaluation on

service delivery issues are regularly prepared and reviewed at appropriate

management meetings

Information requirement of those with special needs e.g. physically challenged

blind, deaf and those that cannot speak English are not provided for.

Innovation

Regular professional training is not provided to majority of the staff to update

and upgrade their skills such as the training of more officers in French and

other languages

The training process and administration is not transparent hence staff felt they

are not treated equally.

The Headquarters has not made available a schedule of staff training to

Sokoto State Command of NIS for staff to know when they are scheduled for

such trainings as this will reduce backbiting and bad blood among the staff.



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4.0 Recommendations and Next Steps

4.1Key Recommendations

Policy Commitment

Copies of the Strategic plan of Nigeria Immigration Service should be widely

circulated among staff to guide the operations of the Service towards

achieving its mandates in line with the Change agenda of Mr. President

Considering the critical role played by the Nigeria Immigration Service Sokoto

command in border patrols and other functions, it is of paramount importance

that its budgetary allocation is adequate and released on time.

The service

Feedback and complaints from the customers should be processed, published

and used to review service standards. This will serve as a guide to chart the

way forward for staff regarding delivery of services and for the public to know

that their complaints are taken seriously and acted upon

Documented reports of action taken to address complaints and remedy poor

performance should be readily available for transparency

The NIS Ilella border post needs to be properly equipped with modern tools

and equipment such as Auto gate, security cameras etc. to ensure smooth

passage of travellers in and out of Nigeria and facilitate effective service

delivery

The Sokoto State Command should have a system in place to reward officers

who perform exceptionally well in discharging their duties. This will serve as a

motivation for other officers to perform their duties diligently

Nigeria Immigration Service needs to be upgraded with modern facilities and

equipment to enable effective delivery of services to citizens and non-citizens

alike and measure up to international standards



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Staff allowances and benefits should be paid as at when due to encourage

and motivate staff. This will also discourage staff from engaging in

unprofessional financial dealings

Staff whose promotions have been delayed should as a matter of urgency be

promoted to their rightful positions. This will serve as a motivation to such staff

to perform better.

The Customer

The Area Revenue Officers (ARO) who are to facilitate delivery of services to

those in remote communities should be constantly monitored by the

accounting officer in the command to discourage extortion and exploitation of

customers lack of knowledge

The Sokoto State Command should periodically plan and implement customer

satisfaction surveys as feedback to the quality of service being delivered.

This will serve as a guide in the strategic planning process of the command

and service as a whole

The Sokoto State Command should put in place a system for monitoring and

recording changes in customer expectation and perception to enable the

command know how to treat and serve customers better

A detailed customer care policy needs to be publicly displayed for the

customers to see as this will enable them know quality of service to expect

from the state command guide. It will also guide the staff-customer

relationship with regards to service delivery in Sokoto State Command

Organizational Effectiveness

The details of the SERVICOM Focal Officers in the command such as names,

telephone numbers and customer service and complaint officer should be



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publicly displayed for the customers to know whom to see for feedback and

redress

The NIS Sokoto should set and adhere to quantitative standards regarding

time spent for processes such as data entry, capturing and collection of

passports etc to enable proper monitoring of services and smooth operations

especially during the seasonal demand for international passports

Performance targets should be set and agreed jointly with staff then

monitored and reported upon for improved service delivery and best practices

Accountability

Internal performance evaluation should be conducted periodically, prepared

and reviewed at appropriate management meetings

Information requirement of those with special needs e.g physically challenged,

blind, deaf, those that cannot speak English should be specified and

displayed such as translation of services into fulfude, hausa etc.

Innovation

Regular professional training needs to be provided to majority of the staff to

update and upgrade their skills such as the training of more officers in French

and other languages. It will also help them perform their job functions better

The terms and conditions of training need to be transparent ,flexible and clear

to all employees

A schedule of staff training from headquarters should be made available to

Sokoto State Command of NIS so that staff would know when they are

scheduled for such trainings. This will also promote transparency



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5.0 Conclusion

The SERVICOM index awarded to Nigeria Immigration Service, Sokoto State

Command is 1.7 out of 4.0 (42.5%) which represents Two Star (**) and indicates

‘Fair’ service delivery. Although this is still far from praiseworthy, it is our belief

that NIS Management would aim at continuous improvement on the quality of

service delivered to its customers if the recommendations contained in this report

are faithfully implemented.

6.0 Next steps

Although the question of how these recommendations might best be implemented is

a management issue for Nigeria Immigration Service, SERVICOM Office through the

SERVICOM Institute will work with the management of NIS and its SERVICOM Unit

to develop and guide the implementation of appropriate Service Improvement Plans.



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Opportunities, Lessons and Challenges

Opportunities

The NIS should train the young crop of officers willing to learn and contribute

to the service

Engage in Public Private Partnership for infrastructural and technical

development

Lessons

The interdependent working relationship between the different security

agencies and foreign security force needs to be further strengthened for best

practices

Challenges

Inadequate working facilities in the passport section and other offices

Sokoto State Command located in the State Secretariat Complex and this

limits the extent of modifications that can be effected structurally

Insufficient patrol vehicles to mann the porous borders with Niger Republic at

Ilella

The Ilella border post lacks modern facilities such as Auto gate to effectively

screen documents and migrants in and out of the country through the border.

The NIS structures (both official and residential) at the Illella border post is in

a state of disrepair and dilapidation. This puts the Officers and Men and their

families at risk of being attacked

SERVICOM Compliance Evaluation...

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