Servicom

NCDMB SERVICOM CHARTER

The purpose of this Charter is to described what NCDMB does, how it operates and how it intends to provide effective service to Nigerian citizens and stakeholders in the oil and gas industry in line with its statutory mandate and in fulfillment of the Federal Government’s desire for improved service delivery through the various Ministries, Departments and Agencies (MDA) of government.

The Charter also describes the feedback mechanism in the event of service failure to ensure continuous improvement in the Board’s performance or service delivery.

OUR CORE MANDATE

The core mandate of the NCDMB include:

1. To review, assess and approve Nigerian Content and report submitted by operators to the Board.
2. To issue Certificate of Authorization for approved projects and operation in the oil and gas industry.
3. To make procedures, issue guidelines and set minimum local content level for projects and operations in the oil and industry.
4. To carry out targeted capacity building interventions to fill identified human and infrastructure gaps in the Nigeria oil and gas industry.
5. To collect and manage the Nigerian Content Development fund for the growth and advancement of indigenous capability in the oil and gas industry.
6. To establish, maintain and operate an e-market place and Nigerian Oil and Gas Industry Content Joint Qualification System (NOGICJQS) in conjunction with industry stakeholders.
7. To monitor Nigerian content compliance by operators and service providers in terms of cumulative spend, employment creation and sources and goods and services utilized in projects and operations in the Nigerian oil and gas industry.
8. To conduct studies, researches, investigation, workshops and trainings aimed at promoting of Nigerian content in the Nigerian oil and gas industry.
9. To supervise, coordinate, administer, monitor compliance and manage development of Nigerian content in the   oil and gas industry.
10. To support indigenous service providers to develop required capabilities and capacities to deepen Nigerian Content participation in the oil and gas industry.
11. To collaborate with other agencies of Government on matters related to Nigeria content implementation in the oil and gas industry.
12. To organize conferences, workshops, seminars, symposia, trainings, roadshows and other public education to provide requisite enlightenment about Nigerian Content Philosophy, Implementation, Legislation, Regulation and Guidelines.
13. To implement the provision of the NOGICD Act as well as Regulations made by the Minister pursuant to the Act.
14. To ensure that Nigerian Indigenous Operators are given first consideration in the award of oil blocks, oil lifting license and in contracts to be awarded for any approved project or operation in the Nigerian oil and gas industry.
15. To ensure that the exclusive consideration is given to Nigerian Indigenous service companies with evidence of asset ownership and requisite capacity in the award of contracts for drilling services in land and swamp of the Nigerian oil and gas industry.

OUR CUSTOMERS/ STAKEHOLDERS

Our stakeholders (customers) include

• International Oil Company (IOC)
• Marginal Field Operators (MFO)
• Nigerian indigenous E & P Companies
• National Oil Company (NOC)
• Service Companies
• Oil & Gas Host States
• Host Communities
• Youth Bodies / Associations
• Governments

PERFORMANCE TARGETS/OBLIGATIONS TO STAKEHOLDERS

 We commit to the following obligation toward our stakeholder, that is

• Clear explanation of Nigerian Content requirements and processes.
• Prompt feedback and polite reply to all inquiries about Nigerian Content issues in the oil and gas industry.
• Fair, efficient and transparent services to all operators, service providers and other stakeholders.
• Consistency and equal treatment in the implementation and enforcement of Nigerian content Regime.
• Honest assessment of Nigerian Content Performances by operators and service companies.
• Honest and objective evaluation of Nigerian Content Levels and weight in bids submitted.
• Open and transparent access to relevant information about NCDMB operations, processes, Laws, Regulations and Guidelines.
•  Timely feedback with reasons for decisions taken by the Board.
• Timely investigation and feedback to reported acts of service failure.
• Cordial and warm relationship.

CUSTOMERS / STAKEHOLDERS OBLIGATIONS

In order to serve our customers/ stakeholders effectively and efficiently, NCDMB expects the following from stakeholders

• To treat staff with courtesy.
• Report service failures through designated offices/officers
• Observe and follow prescribe procedures.
• Submit required reports within stipulated time and in the prescribed form.
• Seek clarification and help when in doubt.
• To deal only with staff of the Board and to follow official channel, not agent or touts seeking required approvals.
• Attend scheduled meetings punctually.
• Respond promptly to all request from the Board and provide accurate information in reports submitted to the Board.
• Comply with all operational Guidelines, Regulations and Directive of the NCDMB in addition to the provisions of the NOGICD Act.
• To file complaints or service improvement suggestions in the required manners through designated medium and officers of the Board as shown in this Charter and NCDMB SERVICOM Frontlines.
• Promptly remit Nigerian Content Development levy required for every project, operation, activity or transaction in the upstream sector of Nigerian oil and gas sector.

COMPLAINTS POLICY

The Nigerian Content Development and Monitoring Board (NCDMB) will implement its complaints policy according to its stipulations; and where the complainants are not satisfied with any service rendered by any internal / external stakeholders of the Board on any subject matter, the SERVICOM Unit of NCDMB will be responsible for further actions. Specifically, the policy and the procedure are designed to:

1. Verify what happened and confirm the veracity of the complaint.
2. Satisfy the complainant by ensuring that his/her complaints are addressed appropriately, as well as getting a feedback from the complainant on how the complaint was handled.
3. Make sure that regrets are expressed, or apology communicated where appropriate.
4. Consider the outcome of any investigation from the complaints in order to improve the service delivery of the Board.
5. Ensure that no internal / external stakeholders of the Board are maligned with a false complaint or prejudiced by unfounded report.

The policy and the supporting procedure are made in accordance with the requirements of SERVICOM Division of the Ministry of Petroleum Resources.

NCDMB Complaints Reporting and Documenting Procedure

The SERVICOM UNIT are designated to receive, document and investigate and resolve all complaints based on the following organogram:

Complaint / Desk Officers:

A Complaint Desk Officer receives and logs in every complaint into the Servicom complaint Register- that is both complaints from external and internal stakeholders. The Desk Officer then passes the report to the Service Improvement Officer, who shall in turn investigate the complaint and report finding / recommendation to the Focal Officer of the Board for final necessary action. 

REMEDIAL PROCEDURE

LEVEL 1

• Reporting any complaint to the nearest SERVICOM window in NCDMB, which shall be through a SERVICOM Desk Officer sitting in either of NCDMB Zonal Offices or, NCDMB Head office, Opolo, Yenagoa, Bayelsa State, Nigeria.
• Logging the complaint(s) into the Complaint Register, which must be acknowledge by the officer in charge by email or by post within 2 working days from the date of logging of the report.
• Communicating the action taken by the Board to resolve the complaint within 5 working days of the date it was acknowledged.
• Communicating to the complainants how the complaint(s) are handled within 2 weeks using a feedback method.

LEVEL 2

• A complainant who is not satisfied on how the complaint was resolved or handled may proceed to the Manager, NCDMB SERVICOM Unit as the focal Person, who is expected to review the matter within five working days and send the complainant another feedback.

LEVEL 3

• If a complainant is not pleased with how the complaint was treated at the above two levels of intervention, the complainant is to file with the Executive Secretary a new report outlining the misgivings or shortcomings found at both levels 1 & 2 of the interventions.

LEVEL 4

• If a complainant is not satisfied with the Board’s handling of a complaint through Levels 1, 2 and 3, the complainant may file a complete evaluation and intervention report with the Ministerial Nodal Officer of the Ministry of Petroleum Resources (MPR).
• The Director of Reform & Servicom is the Ministerial Nodal Officer, and the  Assistant Nodal Officer is the Deputy Chief Reform & Servicom.

LEVEL 5

• The same complaint may be lodged  with the SERVICOM COMPLAINTS MANAGER, ROOM 23, ANNEX BLOCK, PLOT 1046, USMAN DAN FODIO CRESCENT, ZONE A4, OPPOSITE BANQUET HALL, PRESIDENTIAL VILLA, THREE ARMS ZONE, ASOKORO in the unlikely event of a person not being pleased with the handling of his complaint by the Ministry Nodal Officer in the MPR.