SERVICE DELIVERY CHARTER: by aj4VO0

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									                    FEDERAL MINISTRY OF INDUSTRY
                    BLOCKS C& D OLD SECRETARIAT
                             PMB 85, GARKI ABJUA.




                     SERVICE DELIVERY CHARTER:


INTRODUCTION:            The Federal Ministry of Industry was set up to
actualize the Industrial Mission of the Federal Government and translate
national industrial goals into concrete programmes and projects with a view
to transforming Nigeria from a basically agrarian economy to an industrial
giant.




2. VISION: To transform Nigeria into a modern industrialized nation.


3        MISSION:     To design and implement policies, programmes and
strategies for an efficient, competitive and diversified private sector-led
industrialization process.
4. SERVICE RENDERED: The Federal Ministry of Industry, as a catalyst
for Industrial transformation of Nigeria, performs the following fundamental
functions so as to create an enabling environment for the overall industrial
growth of the Country: -
      (i)     Provision of incentives for industrial development in order to
              speed up the growth of Cottage/Micro industries, Small and
              Medium Scale Industries and the Large Scale Industries.
      (ii)    Enhancing Industrial Coordination and cooperation with
              African and other Countries of the world.
      (iii)   Provision of industrial training through the Industrial Training
              Fund (ITF), and the Staff Welfare and Training division of the
              Ministry.
      (iv)    Standardization and quality control, through the Standards
              Organization of Nigeria (SON)
      (v)     Coordination of inter-governmental cooperation on Industrial
              development matters.
      (vi)    Design and provision of National Industrial Policy Document.




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5. ACTIVITIES OF THE DEPARTMENTS (SERVICE FRONTLINES):-
  (A) Small and Medium Industries Department
        - Identification and creation of business opportunities for
         promotion and development of Small and Medium scale
         Enterprises (SMEs).
       - Formulation of policies and guidelines for the promotion and
          development of (SMEs)
       - Initiation of programmes and policies for facilitating credit
          Delivery to SMES.
       - Promotion and coordination of specialized entrepreneurship
          training (EDP).
       - Provision of technical assistance and support services to relevant
          private sector initiatives. Ensure that (SMEs) enjoy adequate
          technical and extension services.
 (B)      Personnel Management Department:-
       - Appointment, promotion and staff discipline
       - Secondment, transfer of service and Internal staff posting.
       - Handles staff committee matters, including Ministerial Training
          committee.
       - Personnel records, protocol, leave matters and salary variation
       - General staff Welfare i.e.
       - Medical expenses, burial expenses, office and residential
          accommodation


(C)    - Finance and supply department
       - Facilitation of all revenue and Expenditure pertaining to the
         Ministry.

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      -       preparation of the capital budget in collaboration with the
              planning research and statistics Department .
          - Preparation of annual recurrent Budget of the Ministry.
          - Implementation of all Government directives and circulars on
               financial matter.
          - Procurement of supplies and store items as well as operation and
               Monitoring of stores and telephones services.


(D)       -    Planning Research and Statistics Department.
      - Coordination and Collation of Submission from departments and
               Parastatals on the National Rolling plan capital and recurrent
               budgets.
      - Monitoring and evaluations of key capital projects of the
              Ministry and parastatals
          - Research and statistics activities of the Ministry.
          - Publications by the Ministry – handbooks Manuals, workshop
               reports etc.
          - Coordinates the secretariat of the Ministerial/Departmental
               Tender’s Board. Participation in joint commission Meetings


(E)       -    Industrial Inspectorate Department
          -     Receiving from companies notifications
               Of intention to incur capital expenditure.
          -     Project evaluation, Physical inspection
          - Technical reporting and engineering
               Valuation of industrial plants,



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                  Machinery and equipment, civil construction works such as
                  building.


                  Restructuring, mergers and buy over purposes using the lost,
                  income financial analysis.
             - Compilation of technical date such as cost and prices which
                  Provide means of checking on foreign exchange malpractices
                  Provision of technical services to both Federal and State
                  Governments.


(F)          -     Large Scale Industries Department (LSI)
             -     supervision of public sector companies
             -     initiating policy guidelines as it affects operations of Large
                  Industries in Nigeria
             -    Collaboration with the Bureau of public Enterprises to
                   Commercialize or privatize some Government Companies.




5.          DETAILS OF CUSTOMERS: - The major beneficiaries of the
services of the Federal Ministry of Industry include the following: -
      INTRA OR MINISTERIAL CUSTOMERS.
      (i)        Entrepreneurs and Industrialists who are the operators of the
      numerous existing cottage/micro industries, Small and Medium Scale
      Industries and large scale industries that are directly being over the
      Country.

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         (ii) EXTERNAL/PUBLIC CUSTOMERS
         Non Governmental Organization (NGOs) such as the Nigerian
         Association of Small Scale Industries (NASSI), the National
         Association of Cottage Industries of Nigeria (NACIN), the
         National Association of Small and Medium Scale Enterprises
         (NASME), the Manufacturers Association of Nigeria (MAN), the
         National Association of Chambers of Commerce, Mines and
         Agriculture (NACCIMA), and the Nigerian Association of Women
         Enterprises (NAWE) etc.
     The National and International Organisations such as the United
   Nations   Industrial   Organisation    (UNIDO),    the   United   Nations
   Development Programme (UNDP), the World Association of Small and
   Medium Enterprises (WASME), the African Regional Centre for
   Engineering Designs and Development (ARCEDEM), the African
   Regional organisation for Standardization (ARSO), the International
   organization for Standardization (ISO), the Conference of African
   Ministers of Industries.
 Other Federal and State Ministries, agencies and parastatals who form the
bulk of our stakeholders and who gave inputs to this Charter.




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6.   PERFORMANCE TARGETS
The Federal Ministry of Industry is blessed with key frontline units that
provide direct services to the general public. They include the Industrial
Development Centres which are located in twenty – one States and the
Federal Capital Territory, the Industrial Inspectorate Department with outlets
in eleven States, the Large Scale Industries Department, the Planning,
Research and Statistics Department and other thirteen parastatals located in
various States of the Federation.
The performance targets of the Ministry include the following: -
             i.     To substantially Increase in capacity utilization of
                    existing industries in Nigeria from about 30% in 1999 to
                    not less than 75% in year 2005.
             ii.    Before the end of year 2007, the number of the Small and
                    Medium Scale Industries producing exclusively for
                    export would be increase by 60% by the year 2007.
             iii.   With the putting in place of Bank of Industry, Small and
                    Medium Industries Equity Investment Scheme, the Credit
                    Guarantee Scheme and liberalization of Incentives to
                    Industries, the Mortality rate in our industries should
                    reduce by 70% by the year 2010.
             iv.    By the end of year 2005, the newly established
                    Cybercafé, which is connected to the Internet, should be
                    able to generate appreciable volumes of data on industrial
                    development for the sake of the Ministry’s customers.




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                        7. OBLIGATIONS OF CUSTOMERS
            (i)     Customers are expected to exercise patience and show
                    courtesy when obtaining their required services from the
                    service -providers.
            (ii)    They are to follow all the guidelines and procedures for
                    filling applications forms where applicable.
            (iii)   Where they feel dissatisfied with the service provided for
                    them , they are expected to get in touch with the Servicom
                    Unit.
            (iv)    Customers are expected to allow reasonable time for the
                    service provider to complete       the processing of their
                    requests.
8.         COMPLAINTS METHODS/ PROCEDURES
     With the upgrading of the Ministry’s Servicom Unit which is now
bring run by full time staff, a Grievances Redress Table has been put in
place.
          In this Unit, the telephone Numbers of all the Directors and that of
the Permanent Secretary have be deposited and could be accessed by clients.
         The unit will be the focal point for any client who is willing to lodge
complaints or grievances. The Unit has been equipped with modern facilities
like telephone, Computer that are connected to the Internet. It is hoped that
the facilities will enable the unit to be able to dispose of grievances within
15 days of receipt.




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9. STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION


      The Ministry and its Stakeholders and Parastatals held a retreat on
Service Delivery in Nigeria on 9th – 11th July 2004 at Country Home Hotel
Jos, Plateau State. Some of the Stakeholders that participated in the forum
included Non Governmental Organizations (NGOs) such as the National
Association of Small Scale Industrialists (NASSI)., and the Manufacturing
Association of Nigeria (MAN). Other participants included the parastatals
and companies under the supervision of the federal Ministry of Industry such
as the Standard Organization of Nigeria (SON), Industrial Training fund
(ITF), Bank of Industry (BOI), National Sugar Development Council
(NSDC), Steyr Nigeria Limited, Federal Super phosphate Fertilizer
Company Ltd and Nigeria Machine Tools Ltd.(NMT).
      The retreat came out with useful suggestions to improve service
delivery in the Ministry and also on how to prepare an acceptable Service
Charters by the Ministry’s Parastatals.
      Meetings are regularly held in the Ministry with Stakeholders towards
the improvement of service delivery.


10. LIMITATIONS
   (I) The Servicom Unit is not provided with adequate staff
   (ii) Serious disruption of service is being experienced from incessant
power outages
    (ii) Insufficient staff training.
   (iii) Lack of fund to execute Ministry’s programmes




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11. FUTURE OUTLOOK
     With the present efforts of the Management of the Ministry the future
is very bright for the Ministry.


      In the event of breach of law by any Ministry, legal process could be
taken against any Ministry or Parastatal for the settlement of scores. This
makes for the appointment of Legal Advisers in the Ministries to handle
legal matters against the Ministry.




FEDERAL MINISTRY OF INDUSTRY
MJNISTERIAL SERVICOM UNIT
ABUJA.




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FEDERAL MINISTRY OF
     INDUSTRY




 SERVICE DELIVERY CHARTER




            11
   SERVICOM UNIT
FEDERAL MINISTRY OF INDUSTRY
       Block D, Room 226
     Old Federal Secretariat,
          Garki, ABUJA




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