The Corporate Affairs Commission (CAC) has pledged to improve on its customer service delivery.
The commission’s Director, Customer Care, Lady Azuka Azinge, made the promise at a forum to mark the World Customer Service Week in Abuja.
Azinge who admitted that the commission faced some challenges occasioned by change in process and administration, however assured that most of the changes were aimed at improving on customer service delivery ultimately.
“One of the reasons there is lingering crises is because we are going through changes, and this in in so many directions; we changed our main service porter, moved into something more efficient, more modern.
The new Treasury Single Account (TSA) the government has just put in place is also another one because linking it to the commission portal took a while but gradually things are taking shape.
“The TSA is fully functional in CAC right now, we are linked to the remittal which is the main portal that government is using to drive this policy and it is working very efficiently. Initially it was difficult but we are already operating it,” she said.
She explained that the commission has customer survey which is carried out every week to access the quality of service to enable the commission carry out necessary evaluations.
“The complaint we have from customers so far are long stay on queue to verify their receipt, we have to do that because the commission is a revenue generating organization and we need to ensure the money paid in is actually in the portal before the service can be rendered, she said.
She described Nigerians as impatient people who want quick service, saying that this accounts for the high level of complaints from customers.
“So what we have decided to do is increase the number of staff doing the verification, and pleading with the banks to come back to the commission’s building instead of customers going. This will make it a lot easier for customers. That way they can pay through the same portal with the banks in the commission’s building”, Azinge said.