On October 10, 2024, the National Pension Commission (PenCom) reaffirmed its commitment to providing superior customer service by introducing its Service Charter Framework.
This initiative is targeted at ensuring the satisfaction of key stakeholders, including contributors and retirees, by raising the bar for service delivery within the pension system.
During the launch at the PenCom Customer Week in Abuja, the Acting Director General of PenCom, Omolola Oloworaran, emphasized that the framework would play a crucial role in shaping interactions between PenCom and its stakeholders.
She described the initiative as a “pivotal step” toward ensuring top-quality service across all levels of pension administration, focusing on professionalism, transparency, and responsiveness.
The Service Charter Framework sets clear expectations for service delivery across PenCom and the Pension Fund Administrators (PFAs) it oversees. According to Oloworaran, the framework is designed to establish performance benchmarks that will govern interactions and maintain public trust in the pension system.
She explained, “The security of retirement savings depends heavily on the trust and confidence that contributors and retirees have in the institutions managing their pensions.” The charter is positioned as a “living document” that will guide the mission for continuous improvement and ensure that the service provided meets and exceeds the needs of all Nigerians.
Oloworaran further noted that excellent service delivery is not just a regulatory requirement for PenCom, but a key driver of confidence in Nigeria’s pension system. With this charter, PenCom aims to reinforce its regulatory role, ensuring that retirement savings are safeguarded and that stakeholders can depend on efficient service at every touchpoint.
This development aligns with broader strategic initiatives aimed at strengthening Nigeria’s pension system, particularly through its ongoing efforts to promote transparency and accountability within pension management.
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