NERC Emerges as Leading MDA in Complaint Resolution, Among Top 5 Most Efficient Agencies in Nigeria
In a remarkable demonstration of efficiency and transparency, the Nigerian Electricity Regulatory Commission (NERC) has been recognized as the top performer among 53 Ministries, Departments, and Agencies (MDAs) of the Federal Government. NERC achieved a perfect score of 100% for its active engagement on the ReportGov.NG platform and demonstrated full compliance with the Federal Executive Council (FEC) mandate of resolving complaints within 72 hours during the first half of 2024. This achievement highlights NERC’s commitment to improving public service delivery in Nigeria’s critical electricity sector.
The ReportGov.NG platform serves as Nigeria’s official public service complaint portal, allowing citizens to lodge complaints and provide feedback on services delivered by any MDA across the country. NERC’s outstanding performance on this platform underscores its proactive approach to addressing public grievances, setting a high standard for other government agencies.
The 2024 Half-Year Transparency and Efficiency Compliance Report, released by the Presidential Enabling Business Environment Council (PEBEC), provided detailed insights into the performance of MDAs in Nigeria. Established in July 2016, PEBEC’s mission is to enhance Nigeria’s business environment through the implementation of Executive Order 001 (EO1), which focuses on promoting transparency and efficiency in government services. This initiative is particularly aimed at improving the ease of doing business in Nigeria by reducing bureaucratic hurdles that hinder business operations.
NERC’s achievements did not stop at complaint resolution. The commission also ranked third in the Efficiency Compliance Ranking, with a score of 65.2%, outperforming 37 other MDAs. This ranking evaluates agencies based on their adherence to Service Level Agreements (SLAs), cost management practices, and other efficiency-related criteria. NERC’s high ranking in this category further cements its position as a leader in public service delivery.
In addition to these accolades, NERC was recognized as one of the top five performing MDAs in the first half of 2024, scoring an impressive 73.9%. The other top-performing agencies include the Nigerian Content Development and Monitoring Board (NCDMB), Standards Organisation of Nigeria (SON), Nigeria Agricultural Quarantine Service (NAQS), and the Nigeria Customs Service. This recognition places NERC among a select group of MDAs that have demonstrated exceptional performance in both transparency and efficiency.
PEBEC’s evaluation metrics for determining the overall performance of MDAs are based on a combination of efficiency and transparency measures, with a 70% to 30% ratio, respectively. This comprehensive assessment includes various factors such as adherence to SLAs, promptness in addressing public complaints, cost management, and the overall quality of service delivery. NERC’s strong showing across these metrics reflects its dedication to maintaining high standards in its operations.
The significance of NERC’s performance cannot be overstated, especially considering the pivotal role the commission plays in regulating Nigeria’s electricity sector. Effective regulation and prompt resolution of public complaints are essential for ensuring reliable electricity supply, fostering investor confidence, and improving the overall business environment in the country.
NERC’s success is also a testament to the broader goals of PEBEC, which strives to eliminate bureaucratic and legislative obstacles that hinder business activities in Nigeria. By improving the perception of ease of doing business, PEBEC aims to create a more conducive environment for both local and international businesses to thrive. The focus on reducing the time, cost, and procedures involved in business operations is critical for attracting investment and promoting economic growth.
The achievements of NERC serve as a model for other MDAs, demonstrating that with commitment and strategic focus, significant improvements in public service delivery are possible. The commission’s proactive engagement on the ReportGov.NG platform and its adherence to the FEC’s 72-hour complaint resolution timeline highlight the importance of responsiveness and accountability in government operations.
Looking ahead, NERC is expected to continue building on this momentum, further enhancing its service delivery capabilities and contributing to the overall improvement of Nigeria’s electricity sector. The recognition by PEBEC not only validates NERC’s efforts but also sets a benchmark for other agencies to aspire to.
In conclusion, NERC’s outstanding performance in the first half of 2024 underscores the potential for Nigerian MDAs to operate at world-class standards. As PEBEC continues its mission to streamline government processes and improve the business environment, NERC’s success story will likely serve as an inspiration for ongoing reforms aimed at making Nigeria a more attractive destination for business and investment. The commission’s achievements are a clear indication that with the right leadership and commitment to excellence, significant progress can be made in enhancing public service delivery across all sectors.
Source : NERC
