In line with the mandate of the SERVICOM office to promote effective and efficient
service delivery in public Institutions through service charters, the Federal Ministry of Housing and Urban Development has officially launched the maiden edition of its Service Charter, today the 9th of April, 2025.

Service Charter is a document that formally outlines the commitment of the Ministry to delivering high quality Service to its customers and related matters in the discharge of its mandate.

In his remarks at the launch, the Honourable Minister of Housing and Urban Development, Arc. Ahmed Musa Dangiwa, noted that the initiative was part of a wider Civil Service transformation programme aimed at promoting greater commitment, productivity, innovation, and accountability across Ministries, Departments, and Agencies, in line with the Renewed Hope Agenda of President Bola Ahmed Tinubu.

Emphasizing on the importance of the Civil Service in driving government policies, the Minister stated that the success or failure of the policies ultimately rests on the shoulders of the civil servants who are tasked with the implementation, further pointing out the need for a competent, efficient, and forward-thinking Civil Service.

He informed that Charter details the standards of service that every department, unit, and staff of the Ministry must uphold, to ensure transparency, responsiveness and accountability in the discharge of duties.

Arc. Dangiwa appealed to all staff to see their roles not just as jobs, but as national service; “We are building a Ministry that is efficient, responsive, and people oriented. We cannot do this without your full cooperation, professionalism, and integrity”, he said.

While acknowledging the challenges faced by civil servants, such as poor remuneration and workplace constraints, he assured of the President’s commitment to ensuring fair and decent wages for their labour and sacrifice.

Accordingly, the Minister encouraged staff to give their best in service to the country, as well as to the service charter as a culture that guides daily operations and interactions with citizens and stakeholders.

Arc. Dangiwa further Highlighted the importance of timely service delivery, with a commitment on behalf of the Ministry, to respond to emails within 14 days of receipt and maintain a 72-hour waiting time for feedback.

“As we launch this Service Charter today, let it be a symbol of a new beginning, a Ministry where transparency is standard, service is timely, responsibilities are clear, and performance is measured”, he charged.

In his welcome address, the Permanent Secretary, Dr. Shuaib Belgore, said that the Service Charter represented the Ministry’s unwavering dedication to providing exceptional services; “This document is a testament to our commitment to transparent, accountable, and efficient service delivery. It outlines our vision, mission, and key deliverables, serving as both a guide and a pledge to our stakeholders,” he added.

Dr. Belgore disclosed that to ensure the effective implementation of the Charter, the Ministry has developed an actionable plan, which includes robust monitoring and evaluation mechanisms to track progress and impact.

Earlier in her keynote address, the National Coordinator of SERVICOM, Mrs. Nnenna Akajemeli, informed that a Service Charter is an MDA’s operational and performance enhancement tool that enshrines the trust between service providers and service takers, containing realistic and measurable standards in specific key services and standards of the MDA.

She highlighted some benefits of the Charter to include; indication of commitment at highest level, raising of expectations among customers and staff, guiding of the activities of service provision and delivery, among others.

To achieve implementation of the Service Charter, the Mrs. Akajemeli spoke on the importance of ensuring wide publicity of the Charter amongst staff and different customer groups, training and sensitizing members of the SERVICOM Unit and frontline staff at all levels, on the concept and on their roles and responsibilities in the implementation of the Charter; to mention a few.

The Servicom coordinator, further advised that Management of the Ministry gives more support to the SERVICOM Unit by ensuring that service delivery gaps are rectified, recommendations are implemented, reported upon, published and reviewed for continuous improvement of services.

Also in her remarks, the Director in charge of the department of Reform Coordination and Service Improvement, Mrs. O.I. Philips, described the Service Charter as a comprehensive guide that details the roles and services of the Ministry’s departments, units, and agencies; “This maiden edition is aimed at educating staff, customers, and stakeholders on the Ministry’s operations and commitment to service excellence,” she said.

She emphasized on the role of SERVICOM, as a bridge between the Ministry and the public, ensuring that services are people-centered and continuously improved upon; “It will coordinate the development, review, and dissemination of service charters across the Ministry and its agencies,” she added.

The launch of the Service Charter marks a significant milestone in the Ministry’s reform agenda, and is expected to drive a new era of service delivery and excellence across the housing sector.

Highlight of the event was the official unveiling of the maiden edition of the Service Charter for the Ministry, by the Servicom National Coordinator and the top management of the Ministry.