The Pension Transitional Arrangement Directorate (PTAD) has launched its service charter to serve as an internal policy to guide both staff and pensioners alike on the standards of their service delivery. The Executive Secretary of the directorate, Dr. Chioma Ejikeme, disclosed this in Abuja during the launching ceremony.
She said that the service charter was to simply communicate the service promise and expected service delivery standards.
According to the Executive Secretary, “in PTAD we commit to ensuring the integrity of the Defined Benefits Pension administration system so that pensioners are rest assured that their entitlements will be processed and paid accurately, fully and on time”.
The Charter mandated all relevant departments and units to resolve all complaints from pensioners within four to 16 days. It also set a maximum timeline of five days for response on general information requests, response to requests for information on pension computation from pension departments and update of pensioners change requests to their profile and documents.
The Minister of Finance, Budget and National Planning, Mrs Zainab Ahmed, commended PTAD for the innovative initiative policy.
The minister who was represented by, Mr Pever Iongo, said that pensioners deserve a dignified treatment.
She further urged the Directorate to continue with their good work, stressing that “ The policy will give the public what to expect as well as educate them on their rights, it’s also crucial for the staff to comply with the charter and international best practices should be adhered to dealing with pensioners.”
Mrs Nnenna Akajemeli, the National Coordinator Service Compact with all Nigerians (SERVICOM), in her remarks, commended PTAD for doing a good job when it comes to quality service delivery to the pensioners and other stakeholders.
She said that SERVICOM encourages open and transparent processes in every organisation, and that there is need to train staff on the implementation of the charter service, and also on charter service communication standard.
The SERVICOM boss opined that “The official launch/presentation of PTAD’s Service Charter today marks a significant step towards service improvement in the Directorate”.
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