By Smart Omorogbe
The Chairman, Board of Commissioners of the Nigerian Communications Commission (NCC), Prof. Adeolu Akande, has urged telecoms licensees across different segments of the Nigerian telecommunications sector on the need to adhere strictly to their licensing obligations in order to ensure robust provision of services to the consumers.
Akande made the call in his remark at the third edition of NCC’s 2021 “Talk to The Regulator” (TTTR) Forum, which took place at Visa Karena Hotels, Port Harcourt, over the weekend.
At the forum held with a focus on “Improving Stakeholder Satisfaction”, Akande stated that the essence of conducting the stakeholder engagement forum across the country’s geo-political zones was to demonstrate to the Commission’s licensees that responsibility does not end in issuing of licenses alone but rather in working with the licensing authority to address issues affecting their operations.
Beyond the issuance of licences to operators, Akande declared that the Commission is legitimately concerned with providing the necessary regulatory frameworks and initiatives capable of ushering in an environment that encourages seamless implementation of the licence conditions.
“In return, we expect the licensees to deliver on their licensing conditions and I want to use this opportunity to challenge our licensees to always comply with their licensing obligations and conditions in order to provide the much-needed services to the generality of Nigerians,” he said.
Speaking earlier on the centrality of the stakeholder engagement to the regulatory activities of the Commission, NCC’s Executive Vice Chairman and Chief Executive Officer (EVC/CEO), Prof. Umar Garba Danbatta said the Commission considers feedback from stakeholder’s engagement initiatives imperative for building a robust licensing regime in the Nigerian telecom sector.
The EVC, who was represented at the forum by NCC’s Executive Commissioner, Stakeholder Management, Adeleke Adewolu, reiterated the Commission’s commitment to stakeholder engagement as a means of deepening collaboration with NCC’s licensees, identifying areas of concern, and jointly developing and implementing practical solutions.
The NCC boss noted that the focus of deliberations for the series of stakeholder engagement had been on licensing processes, policies, and procedures, all geared towards improving Stakeholder Satisfaction, a central factor to all NCC’s regulatory activities. He emphasised the need to curate insights from each geo-political zone to encourage mutually-beneficial relationships and enhance understanding between the Commission and its key stakeholders.
According to Danbatta, measurable success has been recorded essentially because of Commission’s focus on prioritising stakeholders. “Achievements such as contributions to Gross Domestic product (GDP) grew to 14.42 per cent in Q2’2021; active internet subscriptions have reached over 140 million; teledensity which now stands at 99.98 per cent; and 40.01% per cent broadband penetration, all as at the end of September, 2021,” he said.
Speaking further, Danbatta said to achieve national policy targets and maintain progressive growth in the telecoms industry, “efforts must be jointly made to harness the full cooperation of licensees to highlight areas hampering the progress of the Commission’s stakeholders. “We have started making necessary adjustments to reflect the views of our licensees in Kano and Lagos. Port Harcourt will not be an exception,” Danbatta assured.
He reiterated that the meeting is organised in keeping with the Commission’s strategic objectives, which seek to guarantee continuous interface with the critical stakeholder in the industry, for collaboration in seeking solutions to challenges of licensing in Nigeria.
Further underscoring the significance of stakeholder engagement and sensitisation in the Commission, Danbatta said the forum affords stakeholders a platform to raise questions about the challenges of licensing and their operations. He said such forum also avails the Commission ample opportunity to adequately respond to the concerns that may be raised.
At the Focus Group Discussions (FGD), participants reviewed and discussed licensing trends, regulatory process, implementation of Annual Operating Levy (AOL) regulations, assigning of short codes, type-approval obligations, and Commission’s expectations.
Commission’s propositions for the survival of smaller licensees were also discussed in a session termed “Listen to the licensee,” as they were not only given ample time to air their grievances but also made to proffer solutions for Management’s consideration. Also, mutually-beneficial positions on multiple taxations, surrendered licences, Right-of-way (RoW) for Internet Service Providers (ISPs), Global System for Mobile Communications (GSM) boosters, amongst others, were part of the issues discussed.
The Port Harcourt edition of the TTTR was sequel to previous editions of the stakeholder engagement forum which took place in Kano on October 16, 2021 and Lagos on November 25, 2021. The event had in attendance members of NCC Board: Prof. Millionaire Abowei; Clement Baiye; Chief Uche Onwude; as well as Director, Technical Standards and Network Integrity, Bako Wakil; and his counterpart in Licensing and Authorisation, Muhammed Babajika, whose department facilitated the organisation of the forum.
Meanwhile, the Executive Vice Chairman of the Commission Prof. Umar Garba Danbatta has said leveraging the potential of Information and Communication Technology (ICT) to automate service delivery should be the next frontier of excellent service delivery to Nigerians by public institutions.
Danbatta, made the assertion in a goodwill message presented on his behalf by NCC’s Director, Public Affairs, Dr. Ikechukwu Adinde, at the opening ceremony of a three-day SERVICOM retreat, which started on December 1, 2021 at the Communications and Digital Economy Complex, Mbora, Abuja.
The retreat focused on, ‘Charter Performance Monitoring and Reporting’, was aimed at monitoring the implementation of the NCC’s Client Service Charter, identifying gaps, measuring and evaluating the progress of service delivery in the Commission.
SERVICOM, an acronym derived from SERVICE COMPACT WITH ALL NIGERIANS, speaks to a special social contract between the Federal Government through its institutions (Ministries, Department and Agencies) and the Nigerian people that ensures services are delivered in a courteous, prompt and efficient manner.
Speaking at the event, attended by staff of NCC, Adinde said the NCC has been living up to its expectation as one of the public institution that has continued to implement the Service Charter with all its various stakeholders. The Director Public Affairs stated that the digital economy drive of the Federal Government should mean that more services be delivered online to the people of Nigeria and in a more efficient manner in line with the philosophy of SERVICOM.
He said the NCC is an important partner of SERVICOM in its journey towards service delivery and excellence, and invited the participants to recall that fact in the passion and commitment of Prof. Danbatta in ensuring that telecom service providers deliver optimal service to varied categories of stakeholders.
“Therefore, from our perspective as regulator of the digital ecosystem in Nigeria, we feel that automation of service should be the next stage of service delivery. While we have started this journey with the example of REMITA, which has brought about a lot of efficiency and transparency into the payment remittances by public and Ministries, Department and Agencies (MDAs) of government,” Adinde stated.
On the implementation of the NCC Charter for SERVICOM, Adinde said the NCC boasts of one of the best and brightest brains that could be found in the public sector as civil servants, who are ingrained with good work ethics and culture. “Our staff are renowned for their warmth and geniality when dealing with internal and external stakeholders. They work as a team on the principle of achieving Specific Measurable, Achievable, Realistic, and Time-bound (SMART) objectives of the Commission,” he said.
Adinde also listed the roles of the Commission in collaborating with other MDAs in various ways, in order to achieve policy objectives of government in many fronts. He also highlighted a number of corporate social responsivity (CSR) projects of the Commission being implemented singly or jointly with other MDAs towards achieving the objective of government to serve the citizenry better.
As a further demonstration of the duty NCC owes telecoms consumers, whose interest must be protected in line with Nigerian Communications Act (NCA), 2003, Adinde said NCC created the Consumer Affairs Bureau in September 2001, to ensure consumer protection through policy development and monitoring, advocacy, as well as information and education of all shades of stakeholders.
“Consequently, NCC is one of the few MDAs that has a dedicated toll-free number, designed specifically for the escalation of issues between telecommunications service providers and consumers. We also constantly monitor the Quality of Service (QoS), ensuring that service delivery issues are within the acceptable key performance indicators (KPIs),” Adinde said.
Meanwhile, the National Coordinator/Chief Executive Officer of SERVICOM, Nnena Akajemili, in her remark at the event, commended NCC for contributing to the cultivation of effective communication between the Commission and its various stakeholders for improved service delivery.
Akajemili acknowledged the commitment of NCC towards facilitating major activities, even as she affirmed that the Commission had improved significantly in delivering its key regulatory functions. Akajemili also observed that NCC went the extra mile in engaging its stakeholders as well as creating affinity between itself and its stakeholders.
Akajemili stated that she was particularly gratified by NCC’s contribution of 11.94 per cent to the nation’s Gross Domestic Product (GDP), based on the National Bureau of Statistics (NBS) report for the third quarter of 2021. However, the SERVICOM Chief Executive beseeched the Commission sustain and expand on its collaboration with other Ministries, Departments and Agencies (MDAs) specifically in the area of data management, CSR, Value Added Services (VAS) and short codes, to enhance greater synergy among MDAs.
Head, Legislative and Government Relations, NCC and SERVICOM Nodal Officer at the Commission, Bashir Bello, said SERVICOM, as a service delivery initiative, requires everyone to put in his or her best in achieving desired objectives. He emphasized the role of Management’s support, education, and commitment towards improving and consolidating the various SERVICOM interventions that had been initiated.
The event was attended by SERVICOM Team leads, departmental liaisons officers in the NCC, SERVICOM rapporteurs, and other staff of the Commission.