The Central Bank of Nigeria (CBN) has announced the approval of its revised Service Charter by the Governor, Mr. Olayemi Cardoso.
The move is under the mandates of the Business Facilitation Act (BFA) of 2022, designed to streamline the ease of doing business in Nigeria and to meet the directives of SERVICOM Nigeria from the Presidency, aimed at improving customer service delivery.
The Service Charter, a requirement under the Business Facilitation Act, outlines the institution’s commitment to fostering efficient, accountable, and transparent governance, prioritising citizen-friendly services.
Governor Cardoso emphasised the CBN’s dedication to providing quality service delivery that aligns with the expectations of its external stakeholders.
He said the document elucidates the Bank’s mandates, vision, mission, and core values while listing the services provided across its various departments.
He added that it delineates specific service standards for each service offered, setting a benchmark for excellence in customer service.
“A notable inclusion in the Service Charter is introducing a standardised Customer Complaints Form, facilitating the reporting of service failures by customers.
“Additionally, it establishes a structured mechanism to swiftly address any shortcomings in the Bank’s services, ensuring a proactive approach to resolving issues and enhancing overall customer satisfaction.
“The reviewed Service Charter is poised not only to streamline the CBN’s operations but also to elevate the level of service delivery, further reinforcing Nigeria’s commitment to facilitating a conducive environment for business operations,” he stated.
Governor Cardoso expressed his confidence in the Service Charter’s ability to foster improved service quality and customer-centric governance within the Central Bank of Nigeria, aligning with the institution’s goal of enhancing efficiency and transparency across its operations.
The Governor reiterated the Bank’s “commitment to providing more responsive and citizen-friendly governance through quality service delivery that is efficient, accountable and transparent”.