NIMC Targets 30% Boost in Service Speed with New Charter
The National Identity Management Commission (NIMC) has set a goal to improve its service delivery by 30 per cent within the next year, unveiling a new Service Charter in Abuja on Tuesday to drive the change.
At the launch, NIMC’s Director-General, Dr. Abisoye Coker-Odusote — represented by the Director of the Inspectorate and Enforcement Unit, Mr. Elias Okafor — said the charter would serve as a roadmap for reducing enrolment and card issuance times, while enhancing the overall user experience.
According to her, the commission is determined to cut average waiting periods for enrolment and National Identity Card issuance by at least 30 per cent before August 2026.
“In the past two years, we have achieved a 49 per cent increase in National Identification Number enrolment, established over 6,000 operational centres — including in remote communities — and streamlined processing times through digital innovations,” Coker-Odusote noted. “But we know there’s still more to be done to make our services faster, more consistent, and more citizen-focused.”
The Service Charter outlines several new measures, including the release of quarterly performance scorecards to monitor enrolment data, processing timelines, and the efficiency of service centres.
NIMC will also provide annual customer service and ethics training for its staff and introduce multiple feedback channels — such as a toll-free line, a Service Feedback Portal, and on-site kiosks — with a commitment to resolve complaints within 10 working days.
The commission said these reforms align with the federal government’s Renewed Hope Agenda and the National Digital Economy Policy, aiming to make identity services more accessible and technology-driven.
Acting National Coordinator, Mr. Anthony Oshin, represented by the Head of Operations at SERVICOM, Mrs. Ngozi Akinbodewa, stressed that the charter was developed over three years to guide staff in meeting clear service benchmarks.
He added that ongoing monitoring will ensure Nigerians experience the tangible benefits of the reforms.
Coker-Odusote urged Nigerians, along with public and private sector partners, to support the commission’s efforts by contributing to infrastructure upgrades and innovation funding, saying such collaboration is essential to building an identity management system that reflects the nation’s aspirations.
PUNCH
