In line with the National Lottery Regulatory Commission mandate as stated in part ii, item 7(a-e) of the National Lottery Act 2005 (NLA 2005)and the National Lottery Regulation 2007 (NLR 2007) for effective operations, the Enforcement and Compliance department is sub divide into three(3) units namely:
i) Enforcement / Compliance Unit
ii) Monitoring / Verification Unit
iii) Inspection / Investigation Unit
These Sub-Units are saddled with the primary functions to:
Inspection of facilities and premises of prospective licensees
Investigation of lottery operators
Verification of prize winners
Identification and monitoring of Illegal Lottery Operators
Enforcement on illegal and erring lottery operators
The Core objectives of the department are:
- To ensure set standards, guidelines and rules for the operation of Lottery in collaboration with the licensee are maintained.
- To ensure transparency, propriety and integrity in Lottery business in Nigeria; through investigation, monitoring and enforcement ensuring strict compliance to set standards.
- To ensure the protection of the interest of players, stakeholders and the public.
The Federal Executive Council resolved that Minister Servicom Unit(MSU) are to be established. A direction to that effect was issued by the SGF, Chief Ufot Ekaette. on 21st March, 2004
SERVICOM IS BORN
Concluding the Special Presidential Retreat On Service Delivery in Nigeria, the President and the Ministers entered into a SERVICE COMPACT WITH ALL NIGERIANS (SERVICOM)
The Compact’s core provision says:
“We dedicate ourselves to providing the basic Servicom to which citizens are entitled, timely, fairly, honestly, effectively and transparently”
By SERVICOM, it was agreed that all Ministries, Parastatals and Agencies and all other Government Departments will prepare and publish, not later than the FIRST DAY OF JULY 2004, SERVICOM CHARTERS.
Whose provisions will include:
· Quality services designed around customers requirement;
· Set out citizens ‘entitlements in ways they can readily understand;
· List of fees payable and prohibit illegal demands;
· Commitment to provision of services within realistic time-frames;
· Specify officials to whom complaints may be addressed;
· Publish these details in conspicuous places accessible to the public;
· Conduct and publish surveys of customer satisfaction.
THE SERVICOM OFFICE:
Established within the President to operationalise Government commitment under SERVICOM:
· Coordinate formulation and operation of Servicom Charters
· Monitors and reports progress and performance under Servicom Obligation
· Carry out survey of services and customers satisfaction.
WHAT SERVICOM MEANS TO THE CITIZEN:
1. SERVICOM Principles
Awareness that all officials are all committed to servicom principles, namely:
· Affirmation of commitment to the service of the Nigeria nation
· Conviction that Nigeria can only realize its full potential if citizens receive prompt and efficient services from the State
· Consideration for the needs and rights of all Nigerians to enjoy social and economic advancement
· Dedication to deliver services to which citizens are entitled, timely fairly honestly, effectively and transparently.
2. SERVICOM CHARTERS:
SERVICOM CHARTERS are the operational day-to-day implementation of SERVICOM CHARTERS are promises upon which customer:
· Can expect quality Service Delivery
· Demand their rights to good service
· Have recourse when service delivery fails
· Are actively involved in the Service Delivery Programme
· A good Servicom Charter should promises to break the twin evils of corruption and inefficiency.
3. SERVICOM is the Engine for Service Delivery Programme
It is mounted on the imperative to change the system of service delivery
It is driven by:
· Government’s commitment to deliver service
· Citizens’ expectation of service delivery.
4. NO EXCUSES!
Popular Excuse: Poor service is innate to the Nigerian society, therefore impossible to correct.
“This is treating the problem as an excuse for not dealing with it. We will not accept any excuses. All excuses are part of the problem”
Popular Excuse: ‘it is the system’
· The system is not out there’
· The system is part of every Nigerian
· Every Nigerian is part of the system.
Experience of bad service services means:
· Someone has done what should not be done
· Or, someone has left undone what should have been done.
Experience of bad service is universal:
· Everyone has been a victim
· For every victim there is a culprit
· What goes round comes round!
5. SERVICE DELIVERY AS A SUBJECT OF NATIONAL DISCOURSE
Let citizens talk about service delivery;
Let citizens act:
· Failure of service indicts citizens and the society
· It is by the actions of citizens that services is ruined
· It is by the actions of citizens that service delivery can improve
· All Nigerians lose with bad service delivery
· All Nigerians will from quality service delivery.
THE SERVICOM INDEX
· A yardstick for measuring the quality of service as delivered by Government through its various Ministries, departments, parastatals and agencies.
· The result of rigorous assessment for SERVICOM Compliance Evaluation of Service Frontlines within Ministries and Parastatals.
SERVICOM INDEX is predicated on the facts that:
· The ultimate purpose of governance is to serve the citizens
· Citizens have the right to be served right
· Service is well delivered only when the citizens are satisfied
· The Federal Government’s commitment to the provisions of Servicom (Service Compact With All Nigerians) as a programme to improve service delivery throughout the country.
How Servicom Index is calculated:
1. The Servicom Office compiles the Service profile of all Ministries by working through ministerial organograms.
2. The Service Profile is broken down into Service Frontlines, i.e. A point where service is being delivered with clear identification of:
· Service- What service is being rendered?
· Clientele – To whom is service being rendered?
A Service Frontline is either
· Intra-Ministrial – serving other departments within the same Ministry
· Inter-Ministrial – serving other Ministries, OR
· Public-serving the general public
3. Each Service Frontline is evaluated and scored on the basis of criteria detailed on FORM SCOM.
SERVICOM COMPLIANCE EVALUATION:
Customer Satisfaction is the overriding consideration of service delivery. Extensive research, consultations and surveys have shown that customer satisfaction is broadly driven by the following:
WEIGHT OF IMPORTANCE
Each of these Drivers is composed of Critical Elements.
Each Critical Element is made up of number Criteria which are scored for Servicom Compliance.
The total score for each Critical Element is entered and the overall score for the Driver calculated.
A summary of scores, at the end of the FORM SCOM, is used to calculate the Servicom Index for the organization.
Scoring for each Criteria ranges from 4 to 0:
*8. All aspects of the these Criteria are covered
*3. Most aspects are covered but more could be done
*2 Some important aspects are not covered and there is a lot more to be done to be done to satisfy the requirements of these criteria
*1 Very little has been done to satisfy the requirement
*0 Nothing has been done
The quality of service provided b an organization is a function of how well its scores satisfy the Critical Elements of the Drivers.
No Element can be scored above 0 without supporting evidence. Supporting evidence may be obtained from:
D. Documents. e.g. Survey reports, Records of meetings, Business plans
C. Discussions with Customers
S. Discussions with Staff
P. Discussions with Partners
O. Observation. What the evaluator sees
R. Research. e.g. Websites
The National Lottery Regulatory Commission through her leadership and management is focused on the drive to providing professional service and in addition drive the Lottery industry to great heights, by utilizing the provisions of Servicom as a tool to attain optimal performance of her staff, licensees and promotional permit holders.
The National Lottery Regulatory Commission has a fully functional Legal Advisory Unit, this unit is saddled with the responsibility to ensuring all Legal affairs of the Commission is well understood and adequately managed. Accordingly, the legal unit has the responsibility to:
- Advise the Director-General and other Departments / Units of the Commission on legal matters and issues relating to the legal rights, privileges and liabilities of the Commission.
- Perusing and reviewing legal agreements affecting the rights and liabilities of the Commission, utility and vendor agreements, lease agreements, and utility service agreement.
- Serve as the secretariat in all meetings affecting the Legal rights, privileges, and liabilities of the Commission.
The Internal Audit is an integral Unit directly accountable to the Accounting Officer (Director-General). One of the key functions is the management of internal control policies and procedures guiding the examination and value added of accounting records and reporting of financial activities of the Commission.
The Internal Audit as an independent Unit, accountable to the Director-General is saddled with the responsibilities of examination of accounting information in order to instill internal control mechanism of financial activities of the Commission to ensure value added.
HIGHLIGHTS OF INTERNAL AUDIT DUTIES
· Complete and continuous prepayment audit of the accounts and records of Revenue and Expenditure.
· Examination of systems in use to ensure adequacy of its operations, and if otherwise, to offer the Accounting Officer suggestions for a review or change as the need arises.
· Ensuring that there are adequate means for verification of all cash and store balances held and periodic surprise checks on same.
· Production of monthly, quarterly, half yearly and special reports to the Accounting Officer (Director-General) on the progress of internal audit with copies forwarded to Accountant-General and Auditor-General for the Federation.
· To report immediately to the Accounting Officer (Director-General) any fraud, manipulation of accounts, fictitious documents and any other irregularities.
This sub - unit is responsible for ensuring that staff welfare maintains top priority . This sub unit provides access to Government schemes and packages that provide for job satisfaction and enhances the employees productivity by assisting with the basic needs which will in-turn propel the Commission to a greater height.
These schemes are here listed below but not limited to:
- National Housing Fund Scheme:
- National Health Insurance Scheme:
- First Aid services
- National Social Insurance Trust Fund (NSITF)
The Information Technology and Research Unit, is responsible for all ICT infrastructure in the Commission. It also powers and supports the effective Monitoring and Regulation of the Commissions policies in respect to Lottery in Nigeria.
To this end, the Unit is sub – divided into Five (5) sub-units.
Database Administration sub unit is responsible for managing the Database of the National Lottery Regulatory Commission.
· Any and all Database Infrastructure for the effective operations, monitoring and regulation of all Lottery activities in Nigeria.
Network Management sub unit is given the charge to manage, monitor and implement the networking ICT infrastructure of the National Lottery Regulatory Commission for effective internet / intranet connectivity and also connectivity to all Licensees and permit holder for the effective operation, monitoring and regulation of all Lottery activities in Nigeria.
The Research sub unit is responsible for furnishing National Lottery Regulatory Commission with up – to – date information about lottery and recent development around the world.
· News around the world on lottery
· Provide feed - back from surveys carried out in respect to Lottery in Nigeria.
· Provide analytical support for planning, management and assessment of Lottery and its operation.
· Provide information for R & D (Research and Development) strategy of National Lottery Regulatory Commission.
· Any and all Information for the effective operations, monitoring and regulation of all Lottery activities in Nigeria.
System Management sub unit is majorly responsible for the up – keeps of all ICT Infrastructure.
· Configuration & reliable operation of computer system especially multi- users computer such as server.
· Any and all Infrastructure for the effective operations, monitoring and regulation of all Lottery activities in Nigeria.
Website Management sub unit is responsible for the effective management of all web based related National lottery regulatory Commission applications.
· Website Administration
· Intranet application
· Staff Email addressing
· Active Directory
· Automated Licensing Workflow Application
· Any and all Internet / Web based application for the effective operations, monitoring and regulation of all Lottery activities in Nigeria.
· Design and Maintain security standards for and printing of staff Identification cards and Business Cards.
The Regulation and Monitoring is one of the core departments in the Commission. Its operational mandates include but not limited to the following:-
- Provide the necessary platform for prospective lottery business entrepreneurs to actualise and establish suitable lottery schemes in Nigeria.
- Evolve strategies for processing lottery applications and issuance of lottery license and lottery promotional permit certificates respectively.
- Carry out joint inspection of operational facilities as a pre-requirement for the grant of lottery license.
- Periodic review and recommendation on applicable lottery related fees.
- Provide an interface between the Commission and the public in relation to licence and permit procedures/issuance.
- Carry out monitoring activities on licencees and lottery permit holders as well as develop strategies to mitigate illegal operations.
- Periodic appraisal of licencees and lottery permit holders.
- Collate operational revenue generation through licencees and permit holders.
- Carry out preliminary investigations on violations of the provisions of National Lottery Act 2005 and National Lottery Regulation 2007 respectively.
The Media/Public Affairs Unit of the Commission is one of the units that report directly to the Director General of the NLRC. By the organogram of the Commission therefore, the Media/PA Unit is an extension of the office of the Director General.
The basic duty of the unit is to handle the public relations functions of the Commission, through the following means;
- Development and management of communication within NLRC’s various publics.
- Develop materials for production of NLRC news, the Big Game, as well as other IEC materials, for public enlightenment and advocacy.
- Liaising with the media to ensure adequate coverage of commission’s activities, and to ensure relationship of mutual benefit between NLRC and the media.
- Issuance of Press Releases/Statements.
- Production and airing of commission’s adverts and jingles.
- Organizing, managing and coordinating commission’s events.
- Newspaper reviews and management of NLRC’s library.
- Image management, call centre response, and any other duty that may be assigned to the unit by the DG from time to time.