ACOE/ NIMC Roundtable: SERVICOM’s Oversight is Building Trust through Accountability- Oloruntade
Oru Leonard
In a key presentation, Mrs. Florence Oloruntade, Director of SERVICOM at NIMC, underscored the Commission’s commitment to grievance redress and quality service delivery.
According to her, “SERVICOM plays a critical oversight role within NIMC, ensuring:
Prompt complaint resolution through hotlines, email, and physical channels
Regular audits and performance tracking to uphold service charters
Training of frontline agents to ensure ethical conduct and professionalism
Use of data-driven insights to detect and correct systemic service failures
Grievance redress isn’t just about complaint handling,” Mrs. Oloruntade noted. “It’s a vital feedback loop that shows Nigerians that NIMC listens, learns, and improves.
“SERVICOM is also helping implement technologies such as NINAuth (OTP-based verification) and Digital Tokens, which simplify identity verification and protect user privacy.”
With the planned rollout of the new digital identity card in October, combined with critical infrastructure modernization and accountability frameworks, NIMC is redefining Nigeria’s identity management ecosystem. The initiative promises not only to enhance access to essential services but also to drive digital inclusion, transparency, and national development.
As Nigeria transitions into a digital-first economy, these reforms affirm the Commission’s mission to deliver a secure, inclusive, and citizen-centered identity infrastructure one that empowers every Nigerian.
Cover Photo Caption: NIMC Management Team at the Two- Day Round table for Online Publishers on 24- 25/07/2025
