Enhancing Business Environment and Road Maintenance Strategy
Presidential Enabling Business Environment Council (PEBEC) and Federal Roads Maintenance Agency operationalize plans to improve service delivery, with a focus on policy guidelines, efficient workforce repositioning, and a vision to be a leading road maintenance organization benefiting Nigerians.
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PRESIDENTIAL ENABLING BUSINESS ENVIRONMENT COUNCIL (PEBEC) Enabling Business Environment Secretariat
FEDERAL ROADS MAINTENANCE AGENCY OPERATIONALIZATION PLAN ON EXECUTIVE ORDER 001
CONTENTS Customer service email addresses Agreement Overview Customer service telephone lines Goals and Objectives Availability of service FERMA operational location nationwide Escalation mechanism FERMA Stakeholders Number of customer service staff Requirements of the Executive order Social media platform Monitoring and supervision process Operationalization plan strategy Service level Agreement Training programs for customer service team Service Management/Default Approvals Communication strategy Sanctions/consequence Management Efforts at implementation of the executive order Customer Interface Mechanism Challenges Customer service outlets/physical locations Way forward Conclusion
GOALS AND OBJECTIVES In view of the above the Agency in its drive to reposition its workforce to deliver efficient service delivery has evolved policy guidelines in the following areas; Policy Guidelines on Engineering Monitoring Policy Guidelines on Finance & General purpose Policy Guidelines on Internally Generated Revenue Policy Guidelines on Concession & Tolling Policy Guidelines on Strategic Planning Policy Guidelines on Establishment & Staff Matters Policy Guidelines on Public Relations &Communications Please note that the Agency is currently upgrading its ICT structure with a view to serve the general public better and the details of the General policies and guidelines of the Agency and other related documents would be uploaded on the website once the upgrade is completed.
VISION STATEMENT To become the most efficient road maintenance management organisation that will enhance the economic wellbeing and interest of Nigerians MISSION STATEMENT To efficiently and effectively monitor and administer road maintenance with the objective of keeping all federal roads in good and safe conditions
OUR VALUES People We cherish honesty, unalloyed loyalty and teamwork with strong commitment for unified organisational growth for the attainment of corporate excellence. Work Ethics We are committed to world class service in a timely and accurate manner, using resources responsibly. Relationship We value the options and ideas of customers, stakeholders and readily reciprocate integrity and professionalism. Strength We are powered by good leadership, team spirit, reward for accomplishment and employee involvement at all levels. Environment We enjoy teamwork in an exciting, friendly and serene environment.
FEDERAL ROADS MAINTENANCE AGENCY OPERATIONAL LOCATIONS To ensure that all the Federal Roads are adequately and efficiently maintained, the Agency operates on a 12 zonal structure outlined below; NE I NE II NW I NW II NC I NC II SS I SS II SE I SE II SW I SW II
FERMA STAKEHOLDERS FRSC NARTO NURTW NUPENG FMPW&H PPPRA Federal Ministry of Finance Federal Ministry of Transport Federal Ministry of Power, Works and Housing COREN NSE Civil Engineering Contractors Local/International Government Agencies providing complementary services National Assembly State and Local governments General public etc.
REQUIREMENTS OF THE EXECUTIVE ORDER Transparency Default Approvals One Government
TRANSPARENCY: The Agency shall publish a complete list of requirements or conditions for obtaining services in all areas within its scope of operations, this will include all fees and timelines for the processing of applications and payment procedures. The list will also be conspicuously posted on the notice boards and the Agency s website. The management will also ensure that the list is verified and kept up-to-date at all times and promises that if there is any conflict between a published and an unpublished list of requirements, the published list shall prevail.
DEFAULT APPROVALS: The management promises to abide by all declarations made in the Executive order 001 on default approvals which include timelines for communicating approvals or rejections of applications, mode of communication, official decisions etc. as stipulated in the list of requirements to be published. ONE GOVERNMENT DIRECTIVE: The management also promises to abide by all declarations made on this issue in the Executive order 001, while carrying out its mandate. If the Agency requires input documentation, requirements or conditions from another Ministry Department or Agency (MDA) to deliver products and services on application within our remit or mandate, including permits, licenses, waivers, tax documentation, filings and approvals, the Agency shall only request a photocopy or other prima facie proof from the applicant. In this scenario, the Agency shall be responsible to seek verification or certification directly from the issuing MDA.
OPERATIONALIZATION PLAN STRATEGY Service Level Agreement Customer Interface Mechanism Communication Strategy
SERVICE LEVEL AGREEMENT The following services parameters are the responsibility of Federal Roads Maintenance Agency, FERMA in the ongoing support of this agreement. Some of the services provided by the Federal Roads Maintenance Agency are outlined as follows; Award of Contracts for maintenance of Federal Roads Maintenance of Federal Roads by Direct Labour. Preparation of yearly procurement plan Tender publication Bid opening and Evaluations of Bids Small supply analysis Preparation of Budget and Planning. Formulation of Procurement Policy
Tendering for the proposed project. Agreements. Advanced Payment Guarantee (APG) Monitoring / Tracking of progress work. Preparing Interim Statements (IS) Verification Exercise. Processing of Interim Statement for payments. Update on the state of Federal roads and identification of critical failures that require urgent attention etc. ROADS MAINTENANCE MANGEMENT SERVICES (RMMS)
Project Coordination Planning and Information Management Please note that the Agency is currently upgrading its ICT structure and the complete details of all its services will be uploaded on the Agency s website immediately the upgrade is completed.
Planning and Statistic Budget and Implementation Management Information System DIRECT LABOUR UNIT Submission of Performance Bond Submission of Advance Payment Guarantee (APG) Preparation of Contract Agreement Execution of Contract agreement/management of contract agreement Processing of request to access information as provided under the Freedom of information Act
PROTOCOL UNIT Facilitates and manages meeting and event held in selected venue Develop a state wide programme of inspection of the Agency s ongoing projects Coordinates and organize diverse range of the Agency s occasion, official visits and functions. Coordinate and organize meeting of Management and Zonal Coordinators and FRMES Coordinate and provide accommodation needs of Governing Board.
BRIDGE MAINTENANCE Bridge Maintenance WEST OPERATIONS Preparation of Budget & Planning Tendering for the proposed works Agreement Monitoring/Tracking of progress of works Interim Statements Processing of Interim Statement for payment Updates on the State of the roads and identification of critical failures that require urgent attention
EAST OPERATIONS Preparation of Budget and Planning Tendering for the proposed projects Agreement Advance Payment Guarantee (APG) Monitoring/tracking of progress of works Interim Statement (IS) Verification Exercise Processing of Interim Statement for payment Updates on the state of the roads and identification of critical failures that require urgent attention.
INTERNAL AUDIT UNIT INTERNAL AUDIT UNIT Preparation of detailed Internal Audit/programme for the year Auditing of detailed accounts of the Agency Detailed Management Audit Internal Audit Monthly, Quarterly and Half yearly Progress Reports Provision of Advisory functions to the Management Liaise with Federal Auditors on their periodic Checks on the accounts of the Agency COMMUNICATION & PUBLIC RELATIONS UNIT COMMUNICATION & PUBLIC RELATIONS UNIT Media monitoring, review and analysis Liaising with Ministries, Departments and Agencies (MDAs) as well as Non- Government bodies while serving as the mechanism for feedback Gathering of information and intelligence from Agency s Stakeholders to guide Management in decision making Accreditation of Correspondents covering the activities of the Agency. Liaison with Zonal Coordinators and FRMEs on the Agency s media reports and interview. Publicity and awareness creation for the Agency s programmes, activities and challenges through print, electronic and social media. Updating the Agency s records of achievements
DESIGNS AND RESEARCH AND DEVELOPMENT Strength condition survey using failing weight deflectometer (FED) comprehensive pavement evaluation on selected Federal highways Research study on reclaimed asphalt pavement Application of local soil Stabilizers for stabilization of earth roads and sub-base and base material Production of Rubberised Asphalt Pilot project on the use of Gabion mattresses and Geotextile Materials for Research and development Pilot project on the use of Base Seal/Top Shield Soil Stabilizer Production of 100 Road mats per State for 36 States and FCT Training of Laboratory Personnel s in Zonal laboratories and FERMA Design, Research and Development Laboratory Procurement of chemical laboratory apparatus, Reagents, fittings and furniture for upgrading FERMA Research and Development Laboratory at Kuje Production of Bitumen Emulsion for distribution to 36 States and FCT.
SERVICE MANAGEMENT/DEFAULT APPROVALS All approvals shall be given within the stipulated timelines in this agreement. However, in the event of any default, all approvals that are not given within the timelines specified in this agreement shall be deemed approved at the expiration of the stipulated timelines. Approvals and rejections shall be promptly communicated within the stipulated timelines in this agreement through any of these mediums; Letters Notice boards Website Electronic/print media etc.
SANCTIONS/CONSEQUENCE MANAGEMENT Any schedule officer who fails to process any application, file or document within the stipulated timeline, without justification, shall be considered guilty of misconduct and shall be subject to appropriate disciplinary proceedings in accordance with the Agency s conditions of service.
CUSTOMER INTERFACE MECHANISM CUSTOMER SERVICE OUTLETS/PHYSICAL LOCATIONS NORTH CENTRAL ZONE I +234(0)8035454341 ADDRESS : Along University Road, Phase I, Gwagwalada, Abuja ASST. ZC: +234(0)8034719438 STATE S/No MOBILE I E-MAIL ADDRESS 1 FCT +234(0)8034719438 fctforferma@yahoo.com 2 KOGI +234(0)8037087326 kogiforferma@yahoo.com 3 NIGER +234(0)8036348437 nigerforferma@yahoo.com NORTH WEST ZONE +234(0)8034025159: ADDRESS: Roccon Yard Km.12, Zaria Road Kano, Kano State ASST. ZC: +234(0)8023619253 STATE S/No MOBILE I E-MAIL ADDRESS 1 KADUNA +234(0)8035073026 kadunaforferma@yahoo.com 2 KANO +234(0)8023619253 kanoforferma@yahoo.com 3 KATSINA +234(0)8036910018 katsinaforferma@yahoo.com
NORTH WEST ZONE II +234(0)8033598012: ADDRESS: Km. 10 Opposite Sokoto River Basin, Sokoto Gusau Road, Bangeshuni, Sokoto State ASST. ZC ENGR.B.T. DAVID +234(0)8037154335 STATE MOBILE I S/No E-MAIL ADDRESS 1 KEBBI +234(0)8036140768 kebbiforferma@yahoo.com 2 SOKOTO +234(0)8098449909 sokotoforferma@yahoo.com 3 ZAMFARA +234(0)8065554553 zamfaraforferma@yahoo.com SOUTH WEST ZONE I +234(0)8066778474: ADDRESS: P.M.B 5549, G.P.O Dugbe, Ibadan, Oyo State ASST. ZC: +234(0)8032851962 MOBILE I S/No STATE E-MAIL ADDRESS 1 OYO +234(0)8032851962 oyoforferma@yahoo.com 2 EKITI +234(0)8037721317 ekitiforferma@yahoo.com 3 KWARA +234(0)8033403296 kwaraforferma@yahoo.com SOUTH WEST ZONE +234(0)8037154775: ADDRESS: Otto Road, Ijora Olopa, Lagos State ASST. ZC: +234(0)8066317307 MOBILE I S/No STATE E-MAIL ADDRESS 1 LAGOS (E) +234(0)8035755245 lagosforferma@yahoo.com 2 LAGOS (W) +234(0)8035873685 3 OGUN +234(0)8066317307 ogunforferma@yahoo.com 4 OSUN +234(0)8034956464 osunforferma@yahoo.com
SOUTH SOUTH ZONE II ENGR. RAIMI+234(0)8035501156 ADDRESS: Km.6, Sapele Road, Benin City, Edo State ASST. ZC: +234(0)8035052177 S/No FRME STATE MOBILE I E-MAIL ADDRESS 1 ENGR. R. OHRE EDO +234(0)8035052177 edofoeferma@yahoo.com 2 ENGR. I.D IJIE DELTA +234(0)7032100086 deltaforferma@yahoo.com 3 ENGR. D. ABODUNRIN ONDO +234(0)8056674932 ondoforferma@yahoo.com
LIST OF ZCs AND FRMEs IN OPERATIONS II (EAST) SOUTH EAST ZONE I ZONAL CO-ORDINATOR:. (+234 (0) 803 562 0171) ADDRESS: FEDERAL ROADS MAINTENANCE AGENCY, SOUTH EAST ZONAL OFFICE, NO. 5 RIDGEWAY ROAD G.R.A. ENUGU, ENUGU STATE. E-mail:enuguzoffforferma@yahoo.com S/NO. STATE FRME MOBILE I E-MAIL ADDRESS 1 ANAMBRA ENGR. G.F. USOROH +234 (0) 803 653 0306 anambraforferma@yahoo.com 2 ENUGU ENGR. J. C. TANKO +234 (0) 803 588 0382 enuguforferma@yahoo.com 3 IMO ENGR. MADUAGWU C.(Acting) +234 (0) 806 289 0700 imoforferma@yahoo.com
SOUTH EAST ZONE II ZONAL CO-ORDINATOR: ENGR.B.C. OKOLO (+234 (0) 803 571 6264) ADDRESS: FEDERAL ROADS MAINTENANCE AGENCY, SOUTH EAST ZONAL OFFICE, NO. 19 EZZA ROAD, ABAKILIKI, EBONYI STATE.E-mail: fermasoutheast2@gmail.com 1 ABIA ENGR. A.T. AKANGE +234 (0) 7068817338 abiaforferma@yahoo.com +234 (0) 803 576 8561 +234 (0) 802 831 0297 2 EBONYI ENGR. (MRS.)OGBUAGU EBERE ebonyiforferma@gmail.com 3 CROSS RIVER ENGR. B. FASHARANTI +234(0) 703 110 6816 cmecrossriver@yahoo.com
SOUTH SOUTH ZONE I ZONAL CO-ORDINATOR: ENGR. I.B. KPAKOL. (+234 (0) 803 405 6014) ADDRESS: FEDERAL ROADS MAINTENANCE AGENCY, SOUTH SOUTH ZONAL OFFICE, NO. 1 BIRABI STREET GRA, OPPOSITE PRESIDENTIAL HOTEL, PORT- HARCOURT, RIVERS STATE. E-mail:riverszoffforferma@yahoo.com 1 AKWA IBOM ENGR. N. ASUQUO +234 (0) 803 660 0613 akwaibomforferma@yahoo.com 2 BAYELSA ENGR. BOLAJI A. A. +234 (0) 803 408 1987 bayelsaforferma@yahoo.com 3 RIVERS ENGR. B. AMARUBE +234 (0) 803 338 5970 riversforferma@yahoo.com
NORTH EAST ZONE I ZONAL CO-ORDINATOR: ENGR. M.K. SANI (+234 (0) 803 589 0468) ADDRESS: FEDERAL ROADS MAINTENANCE AGENCY, NORTH EAST ZONAL OFFICE, DAMATURU, YOBE STATE. E-mail: marfasani06@yahoo.com 1 BORNO ENGR. ABUBAKAR HUSSAINI +234 (0) 803 592 9332 bornoforferma@yahoo.com 2 JIGAWA ENGR. ALIYU MOHAMMED +234 (0) 803 745 9708 jigawaforferma@yahoo.com +234 (0) 809 624 6156 +234 (0) 703 899 0732 3 YOBE ENGR. ABBA M. BABA yobeforferma@yahoo.com
NORTH EAST ZONE II ZONAL CO-ORDINATOR: ENGR. K.D AVONGS (+234 (0) 703 592 1209) ADDRESS: FEDERAL ROADS MAINTENANCE AGENCY, NORTH EAST ZONAL OFFICE, P. M. B. 0007 GWALLAMEJI, OPPOSITE FEDERAL POLYTECHNIC, BAUCHI STATE. E-mail: bauchizoffforferma@gmail.com 1 ADAMAWA ENGR. I.E. BAROR +234 (0) 803 717 8285 adamawaforferma@yahoo.com 2 BAUCHI ENGR. O. O. ADEBARI +234 (0) 803 380 2676 bauchiforferma@yahoo.com 3 GOMBE ENGR. SULEIMAN M. +234 (0) 803 716 1201 gombeforferma@yahoo.com
NORTH CENTRAL ZONE II ZONAL CO-ORDINATOR: ENGR. A.O. AGBOADE (+234 (0) 703 083 5452) ADDRESS: FEDERAL ROADS MAINTENANCE AGENCY, NORTH EAST CENTRAL ZONAL OFFICE, NORTH BANK/WURUKUM ROUND ABOUT OPP. IMMIGRATION OFFICE, MAKURDI, BENUE STATE. E-mail: zcnciiforferma@yahoo.com 1 BENUE ENGR. C.C. UDEMBA +234 (0) 803 617 7192 benueforferma@yahoo.com 2 PLATEAU ENGR. B.T. DAVID +234 (0) 809 710 2164 plateauforferma@yahoo.com 3 TARABA ENGR. J. O. ODEY +234 (0) 803 447 4668 tarabaforferma@yahoo.com +234 (0) 803 364 9189 4 NASARAWA ENGR. ALAO I. D. nassarawaforferma@yahoo.com +234 (0) 704 580 0232
CUSTOMER SERVICE TELEPHONE LINES (070000FERMA) +234 7000033762 +234 8158996422 +234 8091470000 +234 8134039857 CUSTOMER SERVICE EMAIL ADDRESS customerservice@ferma.gov.ng AVAILABILITY OF SERVICE Emails and phone numbers are available from 8.00am-5.00pm, (Mondays Fridays, excluding public holidays).
ESCALATION MECHANISM Escalation levels are three phased depending on the issue and location involved. Zonal/State FHQ Federal Roads Maintenance Engineer (FRME) Zonal Coordinators Executive management Headquarters Schedule or desk officer Executive director Executive management
NUMBER OF CUSTOMER SERVICE STAFF 1) C.I Ukpabi - Nodal Officer 2) Idike Hycinth Charter Desk Officer 3) Ukwenya Emmanuel Principal Manager 4) Nathan-Elong Temi C. Officer 5) Christiana Adeleke Officer 6) Olakunbi Bakrin - Officer
SOCIAL MEDIA PLATFORM Facebook: ferma.gov.ng Twitter: @ferma_Nigeria Website: www.ferma.gov.ng info@ferma>gov.ng
MONITORING AND SUPERVISION PROCESS The Customer service personnel are supervised by the customer care/complaints Desk Officer, who with the service improvement Desk Officer and charter Desk Officer are supervised by the Nodal Officer.
TRAINING PROGRAMS FOR CUSTOMER SERVICE TEAM The management in its resolve to implement the executive order 001 would constantly; Train its customer service staff and all staff about their role and responsibilities in the implementation of the Executive Order. Delegate powers appropriately to members of staff, to enable them discharge their responsibilities efficiently, effectively and timely.
Training programmes for CS team: a. Communication skills b. I.T Proficiency c. Handling difficult customers d. Telephone techniques e. Conflict resolution f. Stress management And other trainings on efficiency in service delivery.
COMMUNICATION/ PUBLIC RELATION STRATEGY 1. Supplement/Advertorials/Feature Articles in National Dailies & News Magazines 2. Press releases and coverage of activities by accredited correspondents. 3. Quarterly TV Public Enlightenment Documentary 4. Periodic production/insertion of jingles in electronic media 5. Live TV talk shows on NTA, AIT and Channels Television by Chairman, MD/CEO. 6. Press conference (quarterly) 7. Radio/Television interviews as the need arise
8. In-house magazine (FERMA Digest) Quarterly 9. Internal communication: Intranet, Intercom, Notice Boards and Circulars 10. Board s interactive session with critical stakeholders 11. Production of Compendium (FERMA in the eyes of the press ) 12.Delivery of speech/lecture in Tertiary Institutions (Engineering Departments) 13. Posters, billboards at strategic locations on Federal Highways 14. Active social media presence: Website, Facebook, twitter and email 15. FERMA Emergency lines: 07037935489, 08091470000, 08158996422, 070000FERMA, 07000033762.
EFFORTS AT IMPLEMENTATION OF THE EXECUTIVE ORDER FERMA Customer Care Policy The management of the Federal Roads Maintenance Agency (FERMA) in its resolve to reposition the Agency and enhance its service delivery capabilities is reviewing its Customer Care Policy that will be a guide for the members of staff of the Agency on how they should relate with the Agency s customers. The Agency aims to set clear standards of service and will regularly review and improve on them. The Agency s resources will be used effectively and efficiently in order to provide the highest standard of service to all customers. FERMA will provide clear and accessible information about its services to everyone who needs them. All enquiries and complaints must receive prompt attention. A communication flow between the Agency, its contractors and the general public will be established.
The Customer Care Policy is divided into 6 sub-heads; 1. Commitment to our customers 2. Customer Surveys/Evaluation 3. Code of Ethics 4. Standards for Customer Care 5. Internal Complaints System 6. Visiting Days/Non-Visiting Days COMMITMENT TO OUR CUSTOMERS We will ensure that all the information we give our customers are clear, accurate and fair. We shall ensure that our customers interests are always protected.
CUSTOMER SURVEYS/EVALUATION The Agency s customers to be targeted by the survey evaluation include the following; Contractors General public Specific Stakeholders Staff of FERMA
Four approaches would be adopted namely: Collection of statistics from reports in the print and electronic media by the Media/PR Unit on a monthly basis. Suggestion Box Opinion polls to be conducted once a year The Direct Labour Work Week exercise would be used as a medium for evaluating and assessing the mood of our customers. The customer surveys would assist the Agency as follows: To understand its customers better To build public confidence in the services it provides Monitor the Agency s performance Help the Agency actively seek for ways to improve the quality of services it delivers.
CODE OF ETHICS Management recognizes the need to retain public confidence in the Agency, and that the maintenance of a high standard of integrity and conduct in its operations is a responsibility of all its employees. The Agency s Code of Ethics consists of: No files shall remain unattended for more than 24 hours Staff should be punctual to work and remain at work till the official closing time, 8am- 5pm No loitering/hawking during office hours Response to request(s) from customers should be processed within 5 working days by schedule officers All matters pertaining to Ad-hoc and special assignments should be handled within the specified period. Members of staff should be polite, friendly, approachable and willing to assist customers.
STANDARDS FOR CUSTOMER CARE All correspondence from the public- including letters, faxes and emails would receive prompt attention by the Agency. Targets o To answer all correspondence within 5 working days o To ensure that members of staff are trained and competent to deliver quality services o To ensure members of staff treat every customer as we would wish to be treated, with respect, courtesy and understanding o To ensure all members of staff are trained in customer care.
Appointments Targets To see visitors within 5 minutes of any appointment that has been made The maximum length of time a person without an appointment should have to wait before he/she is attended to is 15 minutes. Proper dress codes for internal and external meetings for all members of staff All employees should carry the Agency s identification cards at all times Directional signs should be placed at every floor and at the reception for easy location of offices by customers.
Answering Telephone Calls Targets To answer calls to designated telephone enquiry posts within 2 rings. When transferring calls telephone operators should ensure that the FERMA member of staff is available to accept the call and if not, the caller be asked to call back when the relevant officer is in the office.
INTERNAL COMPLAINTS SYSTEM A good customer care policy must exist side by side with a good internal complaints system that will provide essential feedback from the Agency to its customers. Complaints Procedure FERMA will publicize its complaints procedure for services it provides and promptly deal with any complaints received.
