NSITF Rated ‘Commendable’ in Nationwide SERVICOM Compliance Evaluation

By Chinedu Echianu

The Nigeria Social Insurance Trust Fund (NSITF) has scored above average in a nationwide SERVICOM Compliance Evaluation, with ten of its regional and branch offices rated “Commendable” in service delivery.

The evaluation, carried out by the SERVICOM Office, assessed NSITF branches in Abuja, Jos, Asaba, Kano, Enugu, Bauchi, Owerri, Maiduguri, Lagos Mainland, and Port Harcourt was made available to newsmen Wednesday.

All ten service windows recorded a uniform score of 72.5 percent, placing the Fund at a four-star rating on SERVICOM’s performance index.

The report highlighted several successes, including the simplification of claims processes, timely settlement of compensation claims, proactive occupational safety audits, and the introduction of IT-driven systems to improve efficiency.

In Jos, for instance, hospital bills were fully settled within four days of reporting workplace accidents—well ahead of the Fund’s standard 14-day benchmark.

Similarly, Kano’s office was commended for supporting over 7,800 beneficiaries within a single month and for winning consecutive Ministerial Merit Awards.

The Lagos Mainland office was praised for expanding the Employee Compensation Scheme into the informal sector, while Port Harcourt earned recognition for its strong enforcement drive, including legal action against non-compliant organizations.

Despite these achievements, SERVICOM identified persistent challenges across NSITF offices, including inadequate operational vehicles, unstable power supply, centralization of claims processing, and limited public awareness—particularly in non-English speaking communities.

To address these gaps, SERVICOM recommended quick fixes such as translating key materials into major Nigerian languages, launching culturally relevant sensitization campaigns, and ensuring prompt reimbursement of out-of-pocket expenses for staff.

Medium and long-term measures suggested include investment in alternative power supply and the provision of operational vehicles for field activities.

In its conclusion, the SERVICOM Office urged NSITF management to implement the recommendations to further enhance customer satisfaction. “NSITF must sustain continuous improvement in service delivery, while SERVICOM will remain a critical partner in achieving citizen-focused governance,” the report stated.