…. Set To Develop Service Charter for LASHMA

The Lagos State Office of Transformation, Creativity and Innovation (OTCI) has emphasised the importance of effective and efficient customer relationships between the Lagos State Health Management Agency (LASHMA) and its numerous customers, saying that the agency must ensure customer satisfaction at all times.


Speaking recently at ILERA EKO Service Charter Development Workshop organised for LASHMA Health Providers at LCCI, Alausa, Ikeja, the Permanent Secretary, Lagos State Ministry of Tourism, Arts and Culture, Princess Adenike Adedoyin-Ajayi, who is also a Service Charter Champion, said that the State Government is concerned about service delivery for all its agencies, particularly those that interact with members of the public on daily basis.


According to her, the sensitisation programme was in line with efforts to transform the healthcare system by putting in place measures that will enhance productivity and add more value to services rendered.


Adedoyin-Ajayi said that the event will enable the government and its partners in private institutions and facilities to have uniform knowledge on the standards set in Lagos State on service delivery.


She explained that the Service Charter, an initiative of the Lagos State government, is an instrument that creates a measurable standard of delivering services to customers, adding that it helps to manage the process of service delivery by making it more tangible, timely and professional.


The Permanent Secretary charged all service providers within government employment to be customer-centric in their approach to members of the public, saying “As a customer service person, you must know who your customers are, what makes them happy and what makes them dissatisfied”.


She urged participants at the training to ensure excellent customer service delivery, adding that they must be courteous, attentive and always seek clarification on issues.


The Director-General of OTCI, Mr. Toba Otusanya, said that the event was aimed at exposing healthcare service providers to the importance which the Lagos State Government attaches to effective customer service delivery.


According to him, the essence of the Service Charter initiative is to represent all that Lagos truly stands for, adding that the document aims to increase public confidence in governance through effective and efficient service delivery, promote professionalism, transparency, accountability, ensure customer relationship management and enhance service delivery in the State’s public service.


Otusanya said: “Service Charter will be the first face of Lagos State, interfacing with the customers and raising the quality of professionalism, efficiency, courtesy and excellent public service delivery that meets international standards. Our vision is to be a 21st-century public service delivery and management driven by high-performance staff”.


The General Manager, Lagos State Health Management Agency (LASHMA), Dr Emmanuella Zamba, said that the rationale behind the sensitisation programme was to ensure that residents of Lagos State get quality customer service delivery from ILERA EKO health providers.


Her words: “We are in the business of providing health insurance and quality customer service delivery to residents of Lagos State. Our gathering here is to be able to come up with a service charter document that will be for the agency and our healthcare providers so that we can all work with a particular standard that ensures all our customers have good experiences in all our facilities. We will ensure that we meet up with our responsibilities as expected from us in the service charter document”.


Dr. Zamba, therefore, urged ILERA EKO health providers to embrace the service charter initiative in their various facilities, maintaining that it would make their hospitals a destination of choice for all.

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