The Executive Secretary of the directorate, Dr Chioma Ejikeme, at the launching ceremony in Abuja, said the service charter was to simply communicate the service promise and expected service delivery standards.
Ejikeme said that the charter was thoughtfully developed to serve as an internal policy to guide both staff and pensioners on the service delivery standards.
“This way collectively we can improve pensioners’ welfare across the nation.
“Service charter is a short publication that describes the service experience that can be expected from MDAs,” Ejikeme said.
She said that the charter was expected to evolve as the organisation grows and changes take place internally and externally, while PTAD would remain responsive to pensioner, stakeholder feedback and their changing needs.
Ejikeme said that the directorate received and handled numerous pensioners’ complaints on a daily basis.
“It is important to convey the pensioners at every point of interaction that they are highly valued members of society, that we are there to provide quality service to them and treat them with the respect and dignity that they deserve.
“While providing quality service, we expect our pensioners and stakeholders, to hold us accountable when service delivery is poor and express dissatisfaction or report confirmed acts of misconduct,” Ejikeme said.
She said that PTAD’s service charter is not intended to extend any legally enforceable rights to any stakeholder group, it is meant as a service delivery guide for all stakeholders and staff.
The executive scribe reiterated the commitment of the directorate that pensioners entitlements were processed and paid accurately when due.
The Minister of Finance, Budget and National Planning, Mrs Zainab Ahmed, commended PTAD for the innovative policy.
Ahmed, who was represented by Mr Pever Iongo, said that pensioners deserved dignified treatment.
“The policy will give the public what to expect as well as educate then on their rights.
“It is also crucial for the staff to comply with the charter and international best practices should be adhered to in dealing with pensioners.”
Ahmed also urged the directorate to continue with its good work.
Mrs Nnena Akajemeli, the National Coordinator, Service Compact with all Nigerians (SERVICOM), said that PTAD has been doing a good job.
She said that SERVICOM gives room for open and transparent processes in every organisation.
Akajemeli said that there was need to train staff on the implementation of the charter service and the charter communicates standard.
She also commended the introduction of the PTAD calls centre which has reduced the number of complaints coming to SERVICOM. (NAN)