The Central Results Delivery Coordination Unit (CRDCU), led by Special Adviser to the President on Policy and Coordination, Hadiza Bala Usman, has identified critical issues requiring immediate reforms in the aviation sector.
BY ANTHONY OMOH
The Central Results Delivery Coordination Unit (CRDCU), led by Special Adviser to the President on Policy and Coordination, Hadiza Bala Usman, has identified critical issues requiring immediate reforms in the aviation sector. Speaking at the Q1–Q3 2024 Performance Assessment Review meeting with the Ministry of Aviation and Aerospace Development, she called for an NCAA sanctions policy revisit to address growing issues such as flight delays and cancellations that continue to inconvenience passengers nationwide.
During her remarks, she described the 224-day target for resolving customer complaints as both unrealistic and out of alignment with global standards. “Passengers deserve swift resolutions to their complaints, and extending the process unnecessarily damages trust in aviation services,” she noted via the CRDCU’s official X handle, @crdcu_ng. Stressing the importance of accountability, she urged the Ministry and its agencies to recalibrate their targets and implement effective measures for improving customer satisfaction.
In addition to concerns over flight operations, the Special Adviser highlighted gaps in the Ministry’s reporting processes. She observed that incomplete submissions of critical information hinder the CRDCU’s ability to independently assess progress towards deliverables. “We need timely and comprehensive data to ensure our reviews are both accurate and constructive,” she stated. Despite commending the Ministry for strides in certain areas, she reiterated that accurate reporting is a cornerstone of effective governance and accountability.
The Special Adviser criticized the Ministry’s efforts in this area, describing them as insufficient. She emphasized that strong stakeholder and customer engagement is central to achieving ministerial deliverables and building public trust. “Engaging stakeholders effectively is not optional; it is fundamental to addressing issues collaboratively and driving progress across the aviation sector,” she said.
In response, the Honorable Minister, Festus Keyamo, expressed gratitude for the CRDCU’s guidance and acknowledged the need for reforms. “We are committed to addressing the highlighted challenges, strengthening our systems, and ensuring improved service delivery for Nigerians,” he remarked. Keyamo also assured the Special Adviser that the Ministry would prioritize recalibrating its targets and enhancing its customer service framework in collaboration with the NCAA and other agencies.
The Special Adviser reiterated the urgency of an NCAA sanctions policy revisit, stressing that accountability and customer-focused reforms must remain at the forefront of aviation sector improvements.
The CRDCU’s continued engagements with Ministries, Departments, and Agencies (MDAs) underscore its commitment to driving effective implementation of Presidential Priorities and Ministerial Deliverables.
