NERC Sets Benchmark for Complaint Resolution in 2024

LAGOS – The Nigerian Electricity Regulatory Commission (NERC) has achieved a remarkable milestone, topping the list of 53 Ministries, Departments, and Agencies (MDAs) with a perfect score for active engagement on the ReportGov.NG platform. This achievement highlights NERC’s commitment to addressing complaints and resolving issues within the mandated 72-hour timeframe set by the Federal Executive Council (FEC) in the first half of 2024.

The ReportGov.NG platform serves as Nigeria’s official channel for public service complaints and feedback, providing a vital link between citizens and government agencies. The 2024 Half-Year Transparency and Efficiency Compliance Report, released by the Presidential Enabling Business Environment Council (PEBEC), underscores NERC’s exemplary performance in this area.

Established in July 2016 through Executive Order 001 (EO1), PEBEC’s mission is to enhance the transparency and efficiency of government services to the business community. The council’s report reveals that NERC not only excelled in complaint resolution but also secured a commendable third place in the Efficiency Compliance Ranking with a score of 65.2%, surpassing 37 other MDAs.

NERC’s outstanding performance continued as it ranked among the top five MDAs for the January to June 2024 period, with a score of 73.9%. The other high-performing agencies include the Nigerian Content Development and Monitoring Board (NCDMB), Standards Organisation of Nigeria (SON), Nigerian Agricultural Quarantine Service (NAQS), and Nigeria Customs Service.

PEBEC’s assessment of MDAs incorporates both efficiency and transparency measures, with a 70% emphasis on efficiency and 30% on transparency. The evaluation criteria include adherence to Service Level Agreements (SLAs) and cost management, among others.

PEBEC’s ongoing efforts aim to streamline business operations in Nigeria by eliminating bureaucratic hurdles and enhancing the overall ease of doing business. The council focuses on reducing time, costs, and procedural complexities, thereby fostering a more conducive environment for business growth and development.

This recognition of NERC’s performance not only reflects the agency’s dedication to service excellence but also sets a new standard for other MDAs to aspire to in their quest for operational transparency and efficiency.