Nigeria: NIMC Targets 30% Service Delivery Boost With New Service Charter

The National Identity Management Commission (NIMC) has launched a Service Charter aimed at improving service delivery by 30% within the next year, focusing on faster enrolment and card issuance across Nigeria.

The charter was unveiled on Tuesday in Abuja by NIMC Director-General Dr. Abisoye Coker-Odusote, represented by Mr. Elias Okafor, Director of the Inspectorate and Enforcement Unit. It outlines reforms to make identity services more efficient, citizen-friendly, and consistent nationwide.

“Our target is to reduce average waiting times for enrolment and card issuance by at least 30% within the next 12 months,” Coker-Odusote said, adding that the plan is anchored on four key principles centred on efficiency, accessibility, accountability, and professionalism.

Over the past two years, NIMC has increased National Identification Number (NIN) enrolment by 49%, deployed 6,000+ functional enrolment centres—including in remote rural areas—and integrated services in real-time with over 40 partner agencies, such as banks, telecom operators, immigration, and pension services. Process digitalisation has also shortened enrolment-to-NIN issuance times.

However, Coker-Odusote acknowledged that further improvements are necessary. “Despite significant strides, service delivery must become faster, more citizen-focused, and uniform across all locations,” she said.

The charter introduces:

• Quarterly performance scorecards to track enrolment volumes, processing timelines, and service centre output.
• Annual customer service and ethics training for all staff.
• New toll-free hotlines, a Service Feedback Portal, and in-centre kiosks to resolve complaints within 10 working days.

These measures, NIMC says, will make the commission more accountable and align its operations with the Renewed Hope Agenda and the National Digital Economy Policy.

Coker-Odusote called for citizen participation and stronger partnerships with both public and private sectors to improve infrastructure, fund innovations, and build an identity system reflective of Nigeria’s aspirations.

Also speaking at the event, Acting National Coordinator Mr. Anthony Oshin, represented by Mrs. Ngozi Akinbodewaof SERVICOM, noted that the charter—three years in the making—will guide NIMC staff in maintaining service standards and ensuring reforms deliver tangible benefits.