The Nigerian Civil Aviation Authority (NCAA) has launched its first Integrated Service Charter, a landmark move designed to enhance transparency, accountability, and service excellence in the country’s aviation sector.
Speaking at the launch in Abuja before stakeholders, the Director-General of NCAA, Capt. Chris Ona Najomo, represented by the Director of Operations, Licensing and Training, Capt. Donald Spiff, said the Charter, developed in collaboration with the SERVICOM Office, represents a covenant between the authority, the people, and the organisations it serves.
He explained that the document clearly spells out the services offered by the NCAA, the applicable costs, timelines for delivery, and a structured mechanism for customer feedback.
“This Charter places our customers, airlines, service providers, flight crew, engineers, dispatchers, air traffic controllers, and passengers at the heart of NCAA’s operations, ensuring they know what to expect and how to assess our performance,” he said.
Capt. Najomo stressed that in aviation, precision and trust are non-negotiable. According to him, integrating service standards with feedback systems will not only raise the bar for customer service but also provide a platform for continuous improvement.
In his remarks, the NCAA SERVICOM Nodal Officer, Mr. Jok Isiyaku Shok, said the Charter goes beyond being a policy document and is a practical tool for raising service standards. He outlined plans for targeted training of staff in key areas such as customer engagement, complaint resolution, data management, feedback analysis, and the use of digital tools for monitoring and evaluation.
He added that the Charter is designed not only to close past service delivery gaps but also to set a new benchmark for accountability, professionalism, and citizen-centred service in the aviation industry and across the wider public sector.
Delivering a goodwill message on behalf of the Permanent Secretary of the Ministry of Aviation and Aerospace Development, the Acting Director of Reform Coordination and Service Improvement, Mrs. Adediji Francisca, congratulated NCAA for achieving what she described as a major milestone.
She said the launch of the Charter demonstrates the Authority’s commitment to transparency and world-class service delivery, while also aligning with the Federal Government’s reform agenda with SERVICOM as the bedrock of citizen-focused service.
“This initiative will not only enhance customer satisfaction and operational efficiency but will also strengthen stakeholder confidence and reinforce Nigeria’s reputation in global aviation,” ...
The Ministry assured NCAA of its continued support to sustain the reforms, while urging management and staff of the Authority to remain steadfast in upholding the highest standards of professionalism, innovation, and safety.
