The Nigeria Civil Aviation Authority (NCAA) has officially launched its first SERVICOM Integrated Service Charter, a groundbreaking policy framework designed to raise service standards, strengthen accountability, and reinforce Nigeria’s position in the global aviation industry.
The unveiling, held on Tuesday in Abuja, was described by industry stakeholders as a milestone reform in the government’s drive to improve service delivery across Ministries, Departments and Agencies (MDAs).
Speaking at the event, Minister of Aviation and Aerospace Development, Festus Keyamo, hailed the initiative as a bold step towards service excellence.
Represented by Adediji Francisca, Acting Director of Reform Coordination and Service Improvement, the minister said the Charter was a clear demonstration of NCAA’s commitment to transparency, efficiency, and accountability.
“This milestone aligns with the Federal Government’s reform agenda of improving service delivery across MDAs, with SERVICOM serving as the bedrock of citizen-centred governance,” he noted.
Keyamo stressed that the NCAA, by setting out clear service standards and performance benchmarks, was not only boosting operational efficiency but also reinforcing Nigeria’s credibility within the global aviation space.
Director-General of NCAA, Capt. Chris Ona Najomo, described the Charter as more than a bureaucratic requirement.
Represented by Capt. Donald Tonye Spiff, Director of Operations, Licensing and Training, Najomo emphasised that the initiative was a covenant between the Authority and its stakeholders.
“The Integrated Service Charter is not just a document; it is a public promise. It outlines our services, the applicable costs, delivery timelines, and establishes a structured feedback mechanism through customer satisfaction surveys,” he explained.
He added that the document reflects the Authority’s customer-first philosophy, ensuring that stakeholders—including airlines, flight crew, air traffic controllers, engineers, service providers, and the flying public—are fully aware of what to expect from NCAA operations.
The DG revealed that one of NCAA’s eight cardinal objectives is achieving ISO 9001:2015 Quality Management System (QMS) certification, which he described as a “global seal of excellence.”
“The Integrated Service Charter, alongside Service Level Agreements developed under the Presidential Enabling Business Environment Council (PEBEC), are crucial steps in our journey towards certification.
In aviation, where precision and trust are non-negotiable, this ensures continuous improvement and global competitiveness,” Najomo stated.
General Manager (SERVICOM) and Nodal Officer, Isiyaku Shok Jok, disclosed that the NCAA had made significant strides in service delivery over the past year.
“NCAA’s score in the 2024 SERVICOM assessment was 75 per cent.
We also won multiple awards, including recognition for the Director-General’s leadership in citizen-centred reforms and my office’s recognition as the best performing Nodal Unit across parastatals.
That was three awards in one year,” he highlighted.
According to him, the new Charter builds on that progress and ensures sustained service excellence going forward.
Industry analysts believe the Integrated Service Charter is a critical tool for strengthening stakeholder confidence in the aviation sector.
By clearly defining service obligations and embedding feedback-driven performance reviews, the NCAA is aligning with international aviation regulators such as the U.S. Federal Aviation Administration (FAA) and the European Union Aviation Safety Agency (EASA), both of which rely on transparent service benchmarks.
For investors and operators in Nigeria’s aviation ecosystem, the Charter offers predictability, accountability, and measurable service standards, key ingredients for attracting foreign investment and fostering sustainable industry growth.
The aviation industry contributes significantly to Nigeria’s economy, serving as a gateway for trade, tourism, and investment.
With the NCAA now embedding SERVICOM principles, experts project a rise in operational efficiency, reduction in regulatory bottlenecks, and improved passenger experiences.
This development also comes at a time when Nigeria is pursuing its ambition to become a West African aviation hub, competing with established centres such as Ghana and Ethiopia. Enhancing service delivery is expected to strengthen Nigeria’s case for more regional dominance.
The unveiling of the NCAA’s SERVICOM Integrated Service Charter signals a new era of accountability and transparency in Nigeria’s aviation sector.
More than a document, it is a living contract with stakeholders, ensuring that passengers, airlines, and investors benefit from reliable, efficient, and world-class aviation services.
With the Authority pushing towards ISO certification and embedding feedback mechanisms into its operations, analysts say this could mark the beginning of a transformative shift in Nigeria’s aviation industry—one that prioritises efficiency, builds investor confidence, and places the country firmly on the path of global best practices.