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NIGERIAN COMMUNICATIONS COMMISSION
SPECIAL DUTIES DEPARTMENT
SERVICOM CHARTER

INTRODUCTION

The Special Duties Department was established in June 2019 by the Board of the Commission.

The department comprises two (2) Units namely:

  1. Emergency Communication Centre Unit
  2. Public Private Partnership[ Unit

LOCATION

7th Floor
Nigerian Communications Commission Headquarters
Plot 423 Aguiyi Ironsi Street,
Maitama,
Abuja, FCT.

DIRECTOR SPECIAL DUTIES

Swade Shuaibu (Ag. DSD)
Tel: 09-461- 7125, 09- 461- 7000
Email:

 

EMERGENCY COMMUNICATION CENTRE

The Emergency Communication Centre (ECC) Unit’s major responsibility is to monitor, coordinate and report on the Management of the operations of the Emergency Communication Centres. It is currently structured into Zonal Monitoring teams. The Department is also overseeing the establishment of Emergency Communications Centres across the Country which is one of the statutory responsibilities of the Commission as outlined in Section 107(3) (a) & (b) of the Nigerian Communications Act 2003. One Emergency Communication Centre (ECC) is planned per State of the Federation to ensure that there is adequate emergency communication infrastructure across the Country. There are currently Thirty-One (31) active/operational ECCs spread across the Six (6) Geopolitical Zones. Efforts are being made to complete and activate the remaining five (5) Centres.  

 

PUBLIC PRIVATE PARTNERSHIP UNIT

The PPP unit is responsible for the coordination of all the Commission’s Public Private Partnership Projects. The unit identifies, prioritizes, selects and develops the framework for Public-Private Partnership projects and coordinates the effective and efficient mobilization of Private Sector Resources to ensure value for money and for National Development. The unit is also responsible for the post contract monitoring and evaluation to ensure efficient execution of the terms, conditions, engender service delivery, faster execution of Projects and reduction in the costs of project execution.

 

OBJECTIVES OF THE SERVICE CHARTER

The Special Duties Department Service Charter sets the standards and the scope of services to our customers. We are committed to providing quality services to all our customers and appreciate feedback on how to improve on what we have set to do.

 

PURPOSE STATEMENT OF THE SPECIAL DUTIES DEPARTMENT

To facilitate the deployment of Emergency Communication Infrastructure to promote public safety, mobilization of Private Sector Resources for efficient and cost-effective project execution for National Development.

KEY FUNCTIONS OF THE DEPARTMENT
  • Deployment of Emergency Service Infrastructure across Nigeria
  • Facilitation and Promotion of Access to 112 Toll Free number for Emergency Response to distressed Persons
  • Collaboration with response agencies, and government at all levels to ensure quick and efficient response to Emergency Calls. 
  • Coordination and Monitoring of the Management of the operations of the Emergency Communication Centres by Managed Services Contractors  
  • Identification, prioritisation, selection and development of framework for Public Private Partnership Projects in the Commission.
  • Monitoring and Evaluation of all Public Private Partnership Projects
  • Performance assessment of key infrastructure in the information and Communications Technology (ICT) sector.
  • Assessment of the policy, legal and institutional environment for involving the private sector in the provisions of ICT infrastructure.
  • Financial and Credit risk assessment of Public Private Partnerships project 
THESE FUNCTIONS ENABLE US TO:

Efficiently and effectively manage limited resources in the overall management of the Emergency Communication Centres and Management, Monitoring and Evaluation of PPP Projects in the Commission.

OUR STRENGTH

  • Competent, skilled and motivated manpower
  • Teamwork
  • Consistent strategic focus
  • Committed and Purposeful departmental leadership

 

OUR LIMITATIONS

Our major limitations include the following: 

  • Large volume of hoax/non-emergency related call resulting from misuse of 112 toll-free emergency number by the public,
  • Non-adoption of 112 number as the sole emergency line by Response Agencies
  • Budget constraints  
  • Timely management approvals
  • Delay from Contractors

 

MAIN CLIENTS OF THE DEPARTMENT 

  • Staff
  • Response Agencies
  • General Public
  • Private Partners

MAIN PARTNERS

  • NCC Management
  • Finance Department
  • Procurement Department
  • Federal Ministry of Communications, Innovation and Digital Economy
  • Infrastructure Concession Regulatory Commission
  • Network Service Providers
  • Outsourced Management Contractors for Emergency Communication Centres
  • Office of National Security Adviser
  • The Nigeria Police Force 
  • Federal Road Safety Corps
  • Federal Fire Service
  • Nigerian Security and Civil Defence Corp
  • National Emergency Management Agency (NEMA) 
  • State Emergency Management Agencies (SEMA)
  • State Governments.
  • Environmental Health Task Force/ Agencies/Ministries 
  • Hospitals and Ambulance Services 
  • Nigerian Centre for Disease Control
  • Forum of Spokespersons on Security and Responses Agencies (FOSSRA)

OUR SERVICE GUARANTEE

  • In delivering our services, we commit to honour the Commissions Core values of:
    •  Fairness
    •  Firmness
    •  Forthrightness 
    •  Integrity
    •  Excellence
    •  Professionalism
    •  Responsiveness
    •  Innovation
    • Commitment 
  • Serve our clients with dignity, courtesy and respect
  • Provide efficient and effective service at all times
  • Adhere to ethical and equitable service provision
  • Uphold transparency, and accountability at all times
  • Maintain appropriate confidentiality.

CLIENTS' OBLIGATIONS

 The Department expects its clients to:  

    • Treat staff with respect and courtesy
    • Provide sufficient and accurate information to enable us give appropriate responses.
    • Observe and adhere to rules and regulations.
    • Provide feedback and comments on the quality of service rendered.

ACCESSIBILITY

The Special Duties Department offices are open during official working days as below:

8.00am - 5.00pm  

The office is located on the
7th floor,
NCC Complex, Plot 423 Aguiyi Ironsi Street 
Maitama Abuja 

** 112 Toll free Emergency Number is available to receive Emergency Calls from the public 24hrs daily 7 days weekly (24/7) across the country. Please ONLY call 112 when there is emergency.

 

REVIEW OF THE CHARTER

This charter will be amended and reviewed regularly taking into account our stakeholder's suggestions and findings on surveys and new changes within the corporation and operating environment. Continuous assessment and monitoring of our performance will be carried out and reported in our annual reports.

 

GRIEVANCE REDRESS MECHANISM

We welcome and value feedback on our performance to enable us to improve on our service delivery to our customers. In the event of non-satisfaction of our services, customers are advised to seek redress by visiting, calling or writing to the nodal officer, whose details are given below:

Nneoma A. Njoku
Special Duties Department,
Nigerian Communications Commission,
Seventh (7th) Floor, Room,
Plot 423, Aguiyi Ironsi Street,
Maitama, Abuja.
Tel: 09- 461- 7159
Email: