SERVICE LEVEL AGREEMENT
- AGREEMENT OVERVIEW
The Ministry of Foreign Affairs has the statutory responsibility for managing the totality of bilateral and multilateral relations Nigeria has with other countries and International organisations. The Ministry also facilitates relations between foreign diplomatic missions accredited to Nigeria and Ministries/Agencies of Government, at Federal and States levels, private sector operators and non-governmental organisation and the public.
This Service Level Agreement contains the commitment of the Ministry of Foreign Affairs to utilise its unique character and leverage to articulate and promote within the global, sub-regional and domestic milieu, values which promote Nigeria’s security, stability and prosperity. In particular, it enunciates the centrality of effective service delivery in the promotion of Nigeria’s national interests and the attainment of foreign policy goals in a global milieu in which globalisation presents nations with challenges hitherto unimagined. The Ministry of Foreign Affairs commits itself to provide prompt, vibrant and effective leadership in the formulation and execution of Nigeria’s foreign policy.
2. GOALS AND OBJECTIVES OF THE SERVICE LEVEL AGREEMENT
The purpose of this Service Level Agreement is to describe the key services the Ministry provides and the quality standards agreed with our service users in terms of service delivery..
This Agreement sets out;
. To ensure quality services and monitor performance against service standards and reports regularly on performance as well as takes note and reacts to Customers feedback on services rendered by the Ministry or its agencies, including diplomatic and consular missions abroad.
The functions and services the Ministry provides internally and externally include:
- . Input to Policy – Prepares timely briefs, draft speeches
and statements for use of key public functionaries, to assist them during engagements on foreign Policy issues within and outside Nigeria.
- . Input to domestic policy – reports on the strategic
management of foreign countries through our Missions
abroad, for the benefit of the strategic management of
Nigeria as well as assessment of their capacities for
- . Consular Services – issues Notes Verbale and letters of
introduction to Government functionaries and other Nigerians to obtain visas and other travel documents; authenticates Certificates and Documents for use in Nigeria and outside Nigeria; attends to the needs of Nigerian citizens abroad in distress within the laws of the receiving state; mediates disputes between Nigerians and non-Nigerians within Nigeria and outside Nigeria; and assists Nigerians outside Nigeria to pursue their lawful and legitimate activities, as well as facilitates issuance of visas abroad.
- . Economic and Commercial Services – sources for the
offshore needs of Nigeria for her development, including
attracting foreign direct investments and markets for Nigerian products;
- . Generation and sustenance of Goodwill - facilitates
interactions between Nigeria and the rest of the world in
order to establish and secure goodwill towards Nigeria
- . Representational Duties – Heads of Missions abroad; multilateral, bilateral and bi-national negotiations, practices and protocols.
- . Development of Frameworks to Guide Relations –
Initiates, articulates, negotiates and signs Agreement after due consultation with the Ministry of Justice and all
appropriate organs of Government on behalf of the
Federal Government of Nigeria in order to establish legal
structures to enhance an effective realisation of Nigerian foreign policy objectives;
- . Window of Communication with the rest of the World-
serves as channel of communication with the outside
world by receiving, processing and refining information
against the background of acquired experience and deeper knowledge of the issues at stake, in the national interest.
- Protocol Duties- Protocol Division is the main interface between the Government and the Diplomatic Community. It performs the following functions;
- Accreditation of the members of staff of the Diplomatic Missions and officials of International Organisations accredited to Nigeria
- Provisions of privileges and immunities to those mentioned in (i)
- Rendering of Protocol and Ushering services during State/Official visits of visiting VIPs (Heads of State/Government, Ministers and Heads of International Organisations).
- Liaison with all relevant security agencies such as DSS, NPF for provision of adequate security services for visiting VIPs
- Liaison with State House and other MDAs in connection with protocol services during official occasions/functions such as Independence Day etc.
The overall standard which the Ministry aims to achieve in the provision of our services;
- Customer Satisfaction and International Best Practice
A mechanism for resolving any problems relating to the delivery of the services.
- Negotiations, Consultations and Dialogue.
The following Service Providers(s) and Customers will be used as the basis of the Agreement and to represent the primary stakeholders associated with this SLA:
- Nigeria’s Diplomatic and Consular Missions abroad
- Diplomatic and Consular Missions accredited to Nigeria
- International Organisations and Agencies accredited to Nigeria
- The Presidency, including the State House and National Assembly.
- Home Ministries and Agencies
- State Ministries and Agencies acting through their Liaison Offices
- Non-governmental Agencies
- Private sector
4. PERIODIC REVIEW Future reviews and amendments to this Service Level Agreement
This agreement will be reviewed annually as part of the annual planning process and any changes will be agreed with service users. Changes made to this agreement will be signed off by all parties annually.
5. SERVICE AGREEMENT
The following detailed service parameters are the responsibility of the Ministry of Foreign Affairs in the ongoing support for this Agreement.
5.1. List of Services, Service Scope, Requirements, Costs, Timelines and procedures.
6. LIST OF AUTHENTICATION SERVICES
- Educational Certificates
- End User Certificates
- Birth Certificates
- Marriage Certificates
- Child Adoption
- Divorce Certificates
- Company Certificates (CAC)
- Bachelorhood/Spinsterhood Certificates
- Power of Attorney
- Other Nigerian Papers/Certificates
- Bank Statements
S/NO DOCUMENTS REQUIREMENT FOR AUTHENTICATION PROCEDURES COSTS/FEES* TIMELINES 1. Educational Certificates All must be authenticated by Federal Ministry of Education Make payment in the bank, present teller and fill the registration form N300 per copy 24 hours 2. End User Certificates Must pass through SAPS Make payment in the bank after confirmation and present teller, and fill the registration form N300 per copy Pending confirmation from SAPS 3. Birth Certificates Must originate from National Population Commission of Court Make Payment in the bank, present teller and fill the registration form N300 per copy 24 hours 4. Marriage Certificates Must originate from the Court or any authorised organisation
Make Payment in the bank, present teller and fill the registration form
N300 per copy 24 hours 5. Child Adoption Must originate from a competent court Make confirmation from the court, make payment in the bank, present teller and fill the registration form N300 per copy Pending confirmation from the Court
Must originate from a competent court
Make conformation from the court, make payment, present teller and fill the registration form
N300 per copy
Pending confirmation from the Court
7. Company Certificate/or Documents Must attached Certificate of Incorporation and tax clearance Make payment in the bank through TSA Account, present teller and fill the registration form N300 per copy 24 hours 8. Bachelorhood/Spinter-hood Certificates Must originate from court with sworn affidavit Make payment in the bank, through TSA Account, present teller and fill the registration form N300 per copy 24 hours 9. Power of Attorney Must originate from a donor with authorised signature Make confirmation from the donor, make payment in the bank, present teller and fill the registration form N300 per copy Pending confirmation from the donor 10. Other Nigerian Papers/Certificates Must Originate from a recognised organisation Must be confirmed if necessary, make payment in the bank, present teller and fill registration form N300 per copy 24 hours or pending its confirmation 11. Bank Statements Must originate from a bank with authorised signature and stamp Make payment in the bank, present teller and fill registration form N300 per copy 24 hours
*All fees are paid directly to the Treasury Single Account at any Commercial Bank.
7. SERVICE MANAGEMENT/DEFAULT APPROVALS
In the event that the Ministry of Foreign Affairs fails to meet the specified timelines in the SLA and does not provide any update to the customer prior to the end of the stipulated time, the Ministry of Foreign Affairs would issue the automatic approval to the customer the day after the expiration of the timeline in line with the default approval directive.
8. SANCTIONS/CONSEQUENCE MANAGEMENT
In the event of a service outage where the responsibility is unclear, priority should be given to restoring service rather than determining responsibility.
In the event of a dispute, the burden of proof will be upon any party who is delinquent in respect of monitoring or reporting obligations covering the incident.
Where a dispute results in failure to restore service within the allotted time, the servicom Unit reserve the right to bring the problem to the attention of Management to resolve the problem and appropriate disciplinary measure to be taken against erring departments or Officer as a further penalty
9. CUSTOMER SERVICE INTERFACE
The Ministry of Foreign Affairs commits itself to provide prompt, vibrant and effective leadership in the formulation and execution of Nigeria’s foreign policy. It is also committed to building an efficient Foreign Ministry that is knowledge-based and technology driven in service delivery in the pursuit of Nigeria’s interests and foreign policy goals and objectives.
v DETAILS OF MINISTRY OF FOERIGN AFFAIRS’ HEAD OF CUSTOMER SERVICE UNIT;
- FRANCISCA JOMOMOH, ACTU/SERVICOM UNIT
MFA HEADQUARTERS, ABUJA
v NUMBER OF CUSTOMER SERVICE OUTLETS; 115
See attached Annex A email addresses of all missions abroad.
v LIST OF MINISTRY OF FOREIGN AFFAIRS TELEPHONE LINES; TO BE PROVIDED
v AVAILABILITY OF SERVICE;
SERVICES ARE AVAILABLE FROM 8:00AM – 4.00PM MONDAY THROUGH FRIDAYS.
v ESCALATION MECHANISM;
- Customer Service Officer
- Head of Division/Department Servicom
- Supervising Under - Secretary, Administration and Finance
- Permanent Secretary
When an issue/matter is not handled or settled by the Customer Service Personnel to the satisfaction of the client, it shall be escalated to the level of the Head of Division of SERVICOM, and if the client is still not satisfied, further escalated to the level of the supervising Under Secretary for Administration and Finance and finally to the level of the Permanent Secretary whose decision on the issue shall be final.
v NUMBER OF CUSTOMER SERVICE STAFF OF THE MINISTRY OF FOREIGN AFFAIRS; TO BE PROVIDED.
v MINISTRY OF FOREIGN AFFAIRS SOCIAL MEDIA PLATFORMS;
NIGERIA MFA @ MFA_NIGERIA
v MONITORING AND SUPERVISION PROCESS FOR CUSTOMER SERVICE PERSONNEL; TO BE PROVIDED
- TRAINING PROGRAM FOR CUSTOMER SERVICE TEAM OF MINISTRY OF FOREIGN AFFAIRS; TO BE PROVIDED
v COMMUNICATION STRATEGY OF THE MINISTRY OF FOREIGN AFFAIRS AIMED AT SERVICE DELIVERY;
- Stakeholders’ For a and Roundtables;
v Periodic Press briefings, with the Public and the Diplomatic Corps, by the Honourable Minister of Foreign Affairs.
- Consultative Panels;
- Newsletters (email and physical);
- Adverts in Media;
- Active Social Media Presence
- Radio, TV and newspaper interviews;
- Press Releases;
- Public speaking engagements;