…holds training on service level agreement, customer relationship management
To further bridge the communication gap between citizens and the Lagos State Government, the Office of Political, Legislative and Civic Engagement has onboarded an additional 25 Ministries, Department and Agencies (MDAs) on the Citizens Gate 2.0 Platform (CVG 2.0). The onboarding of the 25 MDAs brings the total number of MDAs on the platform to 45, while plans are being concluded to onboard 24 more next week.
In his welcome address at the event held on Monday at the OPL&CE Conference Room, Alausa, the Special Adviser, Office of Political, Legislative and Civic Engagement, Dr. Tajudeen Afolabi said the Citizensgate Application was revamped from version 1.0 to 2.0 to strengthen grassroots participation through electronic processes and digital communication between the State Government and the people.
He added that the data gathered from the application is expected to be of tremendous value to the government as it will help tailor government decisions to address the challenges of its citizens as well as meet the expectations of Lagosians.
The Special Adviser called on the facilitators to make the training as interactive as possible, equip the resolvers from the newly boarded MDAs with key skills to set and uphold high service standards, effectively manage enquiries, and complaints, as well as enhance citizens’ satisfaction.
While appreciating Governor Babajide Sanwo-Olu and his deputy, Obafemi Hamzat for their unwavering support towards the CitizensGate project, he implored the Resolvers to be diligent, communicate effectively and resolve all issues as it affects their agencies.
He reiterated that they should exhibit total commitment by using the CitizensGate App as their bible for the utilisation of the platform to be fully realised.
The Permanent Secretary, Office of Political, Legislative & Civic Engagement, Engr. Abiola Kosegbe averred that the Office recognises the importance of Service Level Agreements (SLAs) to the deliverables, target and key index performance of each MDA and effective management of customer relationships to ensure optimal service delivery, hence the need for the comprehensive training programme on Service Level Agreement and Customer Relationship Management for all MDAs on-boarded onto the CitizensGate 2.0 platform.
Kosegbe further asserted that the continuous training will serve as a veritable tool to impact the necessary knowledge for promoting positive interactions between the governed for all-inclusive governance, foster stronger communication links and build trust between government, agencies and citizens.
Urging the Resolvers to get more citizens to log onto the citizens’ gate platform, Kosegbe said the most important factor in the training is to get the buy-in of the resolvers so as not to make the platform a failure and that they should leave the training with a full understanding of what the CitizensGate 2.0 Platform is all about.
Taking the participants on the Essence of the CitizensGate Application as a Service, the Objectives and key Roles of Resolvers, the Lead Consultant, Instant Project Company, Mr. Idowu Thompson said the new direction of the CitizensGate App is more robust with the inclusion of more features such as Security Alert/Reporting, Direct Access To Ministries and Agencies, Governors’ Office News, Employment/Vacancy Alert, State Government Permit Application, Citizens Feedback to Government Portal and Government Project Bidding Notifications.
He highlighted the benefits of CitizensGate 2.0 Platform such as Empower the Citizens, Real-time access to State related information, Sub portal to Lagos State Government, Ministries and Agencies as well as Real-time opinion polls and Citizens feedback initiatives as given to its Citizens as they can reach out to Government and its various Parastatals across the State in Real-time.
Another Consultant from Applistructure, Mr. Michael Chizoba took the Resolvers on the practical and demonstration sessions of the CitizensGate App 2.0.
Citizensgate 2.0 platform is a one-stop shop that offers a real-time channel of enquiries, complaints, commendations and a real-time interface that enables Lagosians to maintain a clear line of communication with the government and relevant MDAs.
It also serves as a digital gateway that enables seamless communication between citizens and the government providing convenience, transparency and efficiency in delivering public services.