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The National Identity Management Commission (NIMC) has unveiled a new Service Charter aimed at improving service delivery by 30 percent over the next year.
This announcement was made during the official launch event held in Abuja on Tuesday, where the commission outlined its ambitious goals to enhance the efficiency and accessibility of Nigeria’s identity management system.
Dr. Abisoye Coker-Odusote, the Director-General of NIMC, who was represented at the event by Mr. Elias Okafor, Director of the Inspectorate and Enforcement Unit, emphasized the commission’s unwavering commitment to elevating the quality of identity services across the nation.
She highlighted that a primary objective of the charter is to reduce average waiting times for enrolment and National Identification Number (NIN) issuance by at least 30 percent within the coming 12 months.
“The Service Charter is anchored on four key principles, with efficiency being paramount. We are determined to shorten waiting times for enrolment and card issuance, thereby enhancing the overall user experience,” Dr. Coker-Odusote stated.
Over the past two years, the NIMC has made remarkable strides, boosting NIN enrolment by 49 percent and establishing more than 6,000 functional enrolment centres nationwide.
These centres include locations in hard-to-reach rural communities, broadening the commission’s reach significantly. Furthermore, through the digitalization of its processes, the commission has succeeded in reducing the average time between enrolment and NIN issuance.
“In just two years, we have also expanded real-time integration with over 40 partner agencies, including banks, telecommunications companies, immigration services, and pension administrators,” she added. “Despite these achievements, we recognize the need to make service delivery faster, more citizen-friendly, and consistently reliable across all centres.”
To ensure transparency and accountability, the NIMC’s Service Charter introduces several innovative initiatives. These include the publication of quarterly performance scorecards that will track enrolment numbers, processing times, and service centre effectiveness. Additionally, the commission will provide annual customer service and ethics training to all staff, reinforcing professionalism throughout the organisation.
In a bid to foster greater accountability, a toll-free hotline, a Service Feedback Portal, and in-centre kiosks will be implemented. These platforms will enable citizens to lodge complaints and expect resolutions within 10 working days, empowering Nigerians to hold the commission responsible for its service delivery.
This new initiative aligns with Nigeria’s Renewed Hope Agenda and the National Digital Economy Policy, reflecting NIMC’s commitment to making identity services more accessible, technology-driven, and responsive to the needs of the Nigerian people.
Dr. Coker-Odusote also called for active participation from citizens and encouraged partnerships with both public and private sectors to improve infrastructure, support innovation, and ensure that identity services reflect the aspirations of the nation.
Speaking at the event, the Acting National Coordinator, Mr. Anthony Oshin, expressed appreciation for the Director of SERVICOM’s role in facilitating the launch. He was represented by Mrs. Ngozi Akinbodewa, Head of Operations at SERVICOM.
Mr. Oshin noted that the Service Charter, which took three years to develop, serves as a vital guide for NIMC staff in delivering efficient and consistent services. He stressed the importance of meeting the charter’s standards and continuously monitoring performance to ensure that Nigerian citizens experience tangible benefits from the commission’s reforms.