By Adesoji Ishola
THE MANAGING Director of the Nigeria Social Insurance Trust Fund (NSITF), Barrister Olúwaṣeun Faleye has assured that the Fund would strengthen its serve delivery and empathize with Nigerian workers, and subscribers under its Employees’ Compensation Scheme (ECS).
Speaking while declaring open the 2025 Customer’s Week Celebrations of at the NSITF corporate headquarters in Abuja, Faleye also declared that ECS subscribers would henceforth meet a compassionate organisation in their time of need.
“I assure subscribers that anytime they deal with us, they will meet a compassionate organisation that is really ready to serve them and empathize with their situations,” the NSITF boss said.
He emphasized that subscribers often engage with the NSITF at the most challenging period of their lives, either when dealing with a loss, bereavement or accidents.
“We must, therefore, have staff that empathize with that situation; that understand the urgency of what is required and also understand that the efficacy of service will really ease the pain or the challenge at that time. What I want to put out there is to emphasize that we are now ready and able to rise up and meet with the challenges,” he said.
He described the theme of this year’s celebration, “Mission Possible,” as very encouraging: noting that, “service delivery of the most qualitative order, of the most excellent order can be achieved if we set ourselves and our mind to it, if the management provide the necessary support and resources.”
The Customer’s service week started in the early 20th Century in the United States. It gained Congress’ approval in 1992, and now celebrated worldwide on the first week of October.
It is aim at celebrating contributions of customer’s service professionals, raise awareness on good customer relations, and strengthen relations between organisations and their customers among other lofty objectives.
Barrister Faleye said the Fund had been involved in a lot of public engagements and initiatives on improving service delivery.
The MD said: “One of the public engagements is how subscribers and stakeholders get to communicate with us, make enquiries, seek clarifications and guidance. We want to improve on that. One of the things we’ve done recently is to open a multi Omni channel for engagement of that nature.
“If course you also look at our claim process, there seems to be a lack of understanding as to how it should work. We think in customer’s service or in customer’s-staff engagement and interface, we’ll also chip in that knowledge and enable people understand what needs to be done.”
He pointed out that the management has in recent time embarked on internal reorganisation within the system to make service delivery much quicker, adding that documentation have been streamlined.
“I may say that our collaborations with SERVICOM is also being helpful. There’s a lot of engagement with SERVICOM in recent times where we opened up our service charter. We’ve engaged different fora and issues relating to service delivery. And I think that we are moving in the right direction in that respect,” he said.
Activities lined up for the week include road shows and award of excellence for staff who have distinguished themselves in customer’s service relations and service delivery.
SERVICOM recently scored NSITF high in its assessment of the service delivery of the Fund in the past one year of the Faleye-led management.
