NIGERIAN COMMUNICATIONS COMMISSION ZONAL OPERATIONS SERVICOM CHARTER

INTRODUCTION

Zonal Operations Department (ZOD) was created by the NCC Board of Commissioners on 17th March, 2017 with the mandate to oversee, coordinate and supervise activities of Zonal Offices, ensure optimal utilization of human and material resources at the Zones to efficiently actualize the regulatory mandate of the Commission.

The Zonal Operations Department comprises of two (2) Units:

1. Zonal Offices Support Unit
2. Quality of Service Surveillance Unit

 

LOCATION

Sixth (6th) Floor,
Nigerian Communications Commission Headquarters,
Plot 423 Aguiyi Ironsi Street,
Maitama, Abuja.

HEAD OF DEPARTMENT
Helen Obi
Tel: 09-461- 8775, 09- 461- 7000
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

MISSION STATEMENT

To effectively coordinate the zonal operations of NCC and bring regulatory services closer to various stakeholders.

 

VISION STATEMENT

To be a referral and formidable team committed to efficient, cost saving and timely delivery of the Commission’s regulatory services.

 

DEPARTMENTAL FOCUS

• Increase visibility of the Commission in the served, underserved and unserved areas of the country
• Facilitate Consumer education and protection
• Help improve quality of service
• Ensure effective Stakeholder engagement
• Replicate NCC brand nationally
• Help growth of the Gross Domestic Product (GDP) arising from the contribution of the telecom sector
• Ensure full deployment and effective utilization of human and material resources at the Zonal Offices for the realization of the Commission’s mandate across the country.

 

SERVICE PROVISION

• Coordinate the monitoring and surveillance in Zonal Offices of breaches regarding Licence conditions, defined standards, regulations and Commission’s policies.
• Supervise the management of human and material resources of the Commission in the Zones and serve as intermediary between the Zonal Offices and the Head Office
• Coordinate the monitoring and assessment of the overall quality of networks at the Zones
• Coordinate investigations at the Zones on reported cases of breach of BTS, site installation of Masts and Towers, Right of Way issues, etc.
• Promote synergy between the Zonal Offices and relevant Departments at the Head Office in order to improve productivity and workflow
• Supervise periodic public awareness programmes of the Commission in the Zone
• Coordinate the activities of the Zonal Offices to facilitate timely processing of their requests
• Oversee the monitoring of NCC and USPFs projects in the Zones
• Oversee licensing activities performed by the Zonal Offices
• Oversee all Consumer complaints from the Zones and ensure timely resolution in accordance with the set KPIs in the Commission
• Monitor the process of dispute resolutions among Stakeholders in the Zones.

 

STAKEHOLDER ENGAGEMENTS

• Consumer Conversation
• Roadshow
• Sensitization of Stakeholders on the effect of non-type approved handsets on Quality of Service (QoS) and health of the users.

 

SERVICE DELIVERY

The Department aims to deliver its Services with sense of excellence and integrity to ensure provision of quality and timely response to its customers.

 

MONITORING

The Department, through the Zonal Offices conducts monthly and quarterly Surveillance and Intelligence Gathering Exercise (SIGE), as well as, monitoring activities to ascertain industry developments and ensure compliance with the NCA 2003, Regulations, Guidelines, Licence Terms and Conditions and Regulatory Policies of the Commission.

 

DETAILS OF STAKEHOLDERS

• Ministries, Departments and Agencies (MDA)
• Telecom Consumers
• Telecom Service Providers
• Telecom Equipment Vendors
• Consultants
• ICT Sector
• Telecom Associations
• All Departments of the Commission
• All Zonal Offices of the Commission

 

GRIEVANCE REDRESS MECHANISM

Continued support from Management and other Departments will enhance efficient and service delivery by the Department to its customers.

We enjoin Stakeholders to seek redress of service failure or non-satisfaction by submitting their feedback/complaint by calling or preferably writing to the SERVICOM nodal officer whose details are given below:

Armstrong Abur
Zonal Operations Department,
Nigerian Communications Commission,
Sixth (6th) Floor, Room 627,
Plot 423, Aguiyi Ironsi Street,
Maitama, Abuja.
Tel: 09-461-8779
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

STAKEHOLDERS’ OBLIGATIONS/EXPECTATIONS

To help the Department discharge its duties, Stakeholders (internal & external) are expected to:

• Be well informed about the Department and Servicom Charter
• Follow the standard procedures/channels for obtaining required services and information
• Forward request within reasonable time to ensure timely response.

 

LIMITATIONS

• Delayed response from other Departments to requests from the Zonal Offices
• Imbalance in the spread of Zonal Offices.

 

CHARTER REVIEW

As the Department receives feedback and possible consultations with all stakeholders, this Charter will be reviewed from time to time to ensure its continued relevance and validity towards the growth and development of the Nigerian Telecom sector.

 

CONCLUSION

The Department aims at extending the visibility of the Commission and effectiveness of its regulatory mandate through engagement with grassroot Stakeholders.