fi201 eo1 compliance report page 1 - business made easy

2019 EO1 COMPLIANCE REPORT P A G E 1


i. LIST OF ABBREVIATIONS 1.0. INTRODUCTION 2.0. EFFICIENCY COMPLIANCE RANKING FROM JUNE 2018 TO MAY 2019 3.0 TRANSPARENCY ASSESSMENT RANKING AS AT MAY 2019 4.0. CUMULATIVE COMPLIANCE FROM JUNE 2017 TO MAY 2019 5.0 EXECUTIVE ORDER 001 SCORE CARD 6.0 REPORTGOV.NG

7.0 CELEBRATING COMPLIANCE – IMPROVING SERVICE FOR OUR PROSPERITY

APPENDICES

2

3

6

9

12

15

18

28

34

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Table ofContents

P A G E 2 2019 EO1 COMPLIANCE REPORT

1 Nigeria Electricity Regulatory Commission (NERC)

2 Oil & Gas Free Zone Authority (OGFZA)

3 Standards Organization of Nigeria (SON)

4 Consumer Protection Council (CPC)

5 National Office for Technology Acquisition and Promotion (NOTAP)

6 Nigeria Electricity Management Service Agency (NEMSA)

7 Nigeria Export Promotion Council (NEPC)

8 Nigerian Shippers Council (NSC)

9 Nigerian Agricultural Quarantine Services (NAQS)

10 Bureau for Public Procurement (BPP)

11 Nigeria Civil Aviation Authority (NCAA)

12 Nigerian Export-Import Bank (NEXIM)

13 Federal Inland Revenue Service (FIRS)

14 National Agency For Food And Drug Administration (NAFDAC)

15 Nigeria Maritime Administration and Safety Agency (NIMASA)

16 Pension Commission (PENCOM)

17 Nigeria Export Processing Zone Authority (NEPZA)

18 Nigeria Content Development Management Board (NCDMB)

19 Central Bank of Nigeria (CBN)

20 Nigeria Immigration Services (NIS)

21 Federal Ministry of Foreign Affairs (FMoFA)

22 Federal Airports Authority of Nigeria (FAAN)

23 Nigeria Investment Promotion Commission (NIPC)

24 Federal Ministry of Environment (FME)

25 Corporate Affairs Commission (CAC)

26 Nigerian Police Force (NPF)

27 Nigeria Ports Authorites (NPA)

28 National Collateral Registry (NCR)

29 Nigerian Customs Services (NCS)

30 Security and Exchange Commission (SEC)

31 Commercial Law & Trademakes Department (Trademarks)

32 Special Control Unit for Money Laundering (SCUML)

33 Federal Ministry of Interior (FMI)

34 Federal Ministry of Finance (FMF)

List of AbbreviationsNERC

OGFZA

SON

CPC

NOTAP

NEMSA

NEPC

NSC

NAQS

BPP

NCAA

NEXIM

FIRS

NAFDAC

NIMASA

PENCOM

NEPZA

NCDMB

CBN

NIS

FMoFA

FAAN

NIPC

FME)

CAC

NPF

NPA

NCR

NCS

SEC

Trademarks

SCUML

FMI

FMF


The Presidential Enabling Business Environment Council (PEBEC) was established in July 2016 by His Excellency, President Muhammadu Buhari, to remove bureaucratic constraints to doing business in Nigeria and make the country a progressively easier place to start and grow a business.

The Council is an inter-governmental and inter-ministerial one, which is chaired by His Excellency, Vice President Yemi Osinbajo, SAN, and comprises 13 ministers, the Head of Civil Service of the Federation, Governor of the Central Bank of Nigeria, representatives of State Governments, the National Assembly, the judiciary and the private sector.

The Enabling Business Environment Secretariat (EBES) is the operational team of PEBEC and has the highest political backing to motivate and assist MDAs to implement much-needed reforms to achieve its desired objectives.

The Mandate• To remove critical bottlenecks and constraints to doing business in the country and make

Nigeria a progressively easier place to do business and thrive.

• To move Nigeria upwards in the Doing Business Rankings to 70th position by 2023. Nigeria currently ranks 146 out of 190 economies in the 2019 World Bank Doing Business Rankings released in October 2018.

The mission of PEBEC is to make businesses work in Nigeria, and the main barometer for measuring the success of the initiative is empirical impact and testimonials by Nigerians across the country.

The Executive Order 001 (EO1) on the Promotion of Transparency and Efficiency in the Business Environment of May 2017 was the very first Executive Order of the current administration. The Order provides the full executive backing for reforms aimed at creating an enabling environment for businesses by entrenching measures and strategies aimed at promoting transparency and efficiency in public service delivery.

EO1 has been widely acknowledged as one of the Federal Government of Nigeria (FGN)’s most innovative strategic initiatives to deliver quick, pragmatic positive changes for Nigerians. When fully implemented, EO1 will transform the way the FGN and its Ministries, Departments and Agencies (MDAs) serve the business community and the public at large.

EO1’s six directives address limitations identified in the civil and public service systems: Transparency; Default Approval (efficiency); One Government (efficiency);

Entry Experience of Visitors and Travelers; Port Operations and Registration of Businesses.

The key objectives of the EO1 are to:

1. Deepen the impact of completed reforms in the frontline offices that engage with the public;

1.0 Introduction


2. Foster collaboration between MDAs in their service delivery; and 3. Institutionalize systemic change sustainably.

Prior to signing EO1, His Excellency, the Vice President (HEVP), convened a sensitization and interactive session with senior civil and public servants to discuss the EO1 directives. HEVP subsequently met with about 3,000 members of the middle cadre of the service in a session designed to make FGN officials aware of EO1, communicate its importance, and inspire them to be receptive and committed to implementing the mandate.

Following the issuance of the EO1 on May 18, 2017, the HEVP directed the Head of Service (HOS) of the Federation and the Secretary to the Government of the Federation (SGF), in collaboration with the EBES, to conduct workshops for all MDAs on the operationalization of the Order. Workshops were conducted in batches between June and August 2017 for several of the 960 MDAs under the Civil and Public Services.

The EBES subsequently conducted one-on-one training workshop for the public service to intimate the Service of the objectives of the Order. The workshop was well attended and was followed by additional workshop programs for a select group of MDAs. The EBES also conducted one-on-one strategic focus workshops with 46 MDAs selected based on their immediate impact on the business environment and feedback from stakeholders via forums and surveys. These agencies are referred to as the PEBEC Priority MDAs (PPM).

Soon after the implementation of the EO1 commenced, the need for private sector feedback became apparent as part of the indices for measuring the impact and progress of the Order. The REPORTGOV platform, available on www.reportgov.ng and on android and iOS mobile platforms as REPORTGOV, provides opportunities for citizens and businesses to provide feedback on the business climate to the government.

Over the past 18 months, the REPORTGOV.NG has successfully resolved over one thousand three hundred complaints across 19 participating MDAs. The solution recorded an overall 88% resolution rate for all complaints.


Executive Order 001 on Transparency and Efficiency

KEY

Transparency

Default Approvals

Entry Experience of Visitors and Travellers

Port Operations

One Government

Business Registration Within 48 Hours

The six (6) directives of the EO1 are presented in the diagram below. Three of the directives are cross-cutting and are applicable to all MDAs of the Federal Government while the other three (3) directives are sector specific and apply to select MDAs.


2.0 EFFICIENCY COMPLIANCE RANKING FROM JUNE 2018 TO MAY 2019The efficiency compliance of MDAs is measured by their compliance to their service delivery timelines and compliance to the Default Approvals and One Government directives in the EO1 (1-year)


Nigeria Electricity Regulatory Commission (NERC) 1ST 96.33%

95.93%

85.82%

84.16%

79.44%

76.49%

74.01%

73.22%

68.59%

68.22%

65.27%

64.90%

62.09%

59.63%

58.09%

57.72%

55.16%

Oil & Gas Free Zone Authority (OGFZA)

Standards Organization of Nigeria (SON)

Consumer Protection Council (CPC)

National Office for Technology Acquisition and Promotion (NOTAP)

Nigeria Electricity Management Service Agency (NEMSA)

Nigeria Export Promotion Council (NEPC)

Nigerian Shippers Council (NSC)

Nigerian Agricultural Quarantine Services (NAQS)

2ND

3RD

4TH

5TH

6TH

7TH

8TH

9TH

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

Bureau for Public Procurement (BPP)

Nigeria Civil Aviation Authority (NCAA)

Nigerian Export-Import Bank (NEXIM)

Federal Inland Revenue Service (FIRS)

National Agency For Food And Drug Administration (NAFDAC)

11TH

12TH

13TH

14TH

10TH

Nigeria Maritime Administration and Safety Agency (NIMASA)

Pension Commission (PENCOM)

Nigeria Export Processing Zone Authority (NEPZA)

15TH

16TH

17TH

KEY: SCORE RANK


Nigeria Content Development Management Board (NCDMB) 18TH 53.39%

52.09%

48.30%

42.88%

41.30%

34.90%

26.62%

25.69%

24.47%

---

---

---

---

---

---

---

---

Central Bank of Nigeria (CBN)

Nigeria Immigration Services (NIS)

Federal Ministry of Foreign Affairs (FMoFA)

Federal Airports Authority of Nigeria (FAAN)

Nigeria Investment Promotion Commission (NIPC)

Federal Ministry of Environment (FME)

Corporate Affairs Commission (CAC)

Nigerian Police Force (NPF)

19TH

20TH

21ST

22ND

23RD

24TH

25TH

26TH

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

Nigeria Ports Authorites (NPA)

Nigerian Customs Services (NCS)


Security and Exchange Commission (SEC)

Commercial Law & Trademakes Department (Trademarks)

27TH

27TH

27TH

27TH

27TH

Special Control Unit for Money Laundering (SCUML)

Federal Ministry of Interior (FMI)

Federal Ministry of Finance (FMF)

27TH

27TH

27TH

KEY: SCORE RANK


3.0 TRANSPARENCY ASSESSMENT RANKING AS AT MAY 2019Before EO1, standard processes, timelines and service fees were not publicly available for most Ministries, Departments and Agencies (MDAs). As a result, citizens were not empowered to demand efficient service and this created opportunity for rent-seeking. Since 2016, PEBEC reforms have sought to address these deficiencies by reviewing processes and leveraging on automation in priority business facing MDAs. The EO1 entrenches these reforms for sustainability by mandating ALL MDAs in Nigeria to: • Publish a complete list of all fees, timelines, conditions and requirements for obtaining permits, licences and approvals in its premises and on its website. • Places the responsibility to constantly update and verify such information under the responsibility of each MDA head.

The transparency of an MDA is measured based on existence of a website, interactive online portal, detailed content of services, timelines, costs, requirements, customer service contact details, and the like.


Federal Inland Revenue Service (FIRS) 1ST100%

92%

89.5%

89%

88.3%

88%

88%

85%

84%

82%

79.8%

77%

77%

77%

76%

76%

74%






National Collateral Registry (NCR)



2ND

3RD

4TH

5TH

6TH

6TH

8TH

9TH

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17






11TH

12TH

12TH

12TH

10TH



Federal Airports Authority of Nigeria (FAAN)

15TH

15TH

17TH

KEY: SCORE RANK


Oil & Gas Free Zone Authority (OGFZA) 18TH73%

71.4%

71%

69.6%

68.5%

64%

63%

62%

56%

56%

55%

54.8%

54%

53%

33%

30.8%

---




Nigeria Content Development Management Board (NCDMB)

Pension Commission (PENCOM)

Nigeria Electricity Regulatory Commission (NERC)



19TH

20TH

21ST

22ND

23RD

24TH

25TH

26TH

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34






28TH

29TH

30TH

31ST

26TH




32ND

33TH

34TH

KEY: SCORE RANK


4.0 CUMULATIVE COMPLIANCE FROM JUNE 2017 TO MAY 2019Over the last two and a half years, PEBEC in collaboration with SERVICOM and the Office of the Head of Service of the Federation has been tracking MDAs’ compliance with the EO1 transparency and efficiency directives. The following exhibits reflects the cumulative performance of the MDAs in the last 2 years from June 2017 – May 2019.


Oil & Gas Free Zone Authority (OGFZA) 1ST88.37%

80.83%

79.37%

75.88%

75.67%

73.76%

73.59%

73.14%

70.95%

69.61%

69.02%

64.65%

63.66%

62.57%

60.87%

57.39%

56.07%

Nigeria Electricity Regulatory Commission (NERC








2ND

3RD

4TH

5TH

6TH

7TH

8TH

9TH

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17






11TH

12TH

13TH

14TH

10TH

Nigeria Content DevelopmentManagement Board (NCDMB)



15TH

16TH

17TH

KEY: SCORE RANK


Federal Airports Authority of Nigeria (FAAN) 18TH 54.23%

53.16%

48.89%

47.43%

44.14%

43.02%

35.84%

35.37%

34.00%

32.84%

26.40%

21.83%

21.42%

21.30%

16.20%

9.90%

---









19TH

20TH

21ST

22ND

23RD

24TH

25TH

26TH

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34


National Collateral Registry (NCR)




28TH

29TH

30TH

31TH

27TH




32TH

33TH

34TH

KEY: SCORE RANK


5.0 EXECUTIVE ORDER 001 SCORE CARD Entry experience of Travelers and Ports Operations are two of the sector specific directives that seeks to address and improve visitors experience and trade operations at the air and sea ports respectively. The results below reflect the level of compliance of affected MDAs with the implementation of the directives from June 2018 to May 2019. The directives are measured based on tours of facilities, mystery shopping, and citizens reports during the period of assessment


EO1 Score Card – Entry Experience of Travelers and Visitors

EO1 included provisions to aid a seamless travel experience for visitors and travellers at the airports

ENTRY AND EXIT EXPERIENCE OF TRAVELLERS AND VISITORS

Ordinary tourist and business visas shall be issued within 48 hours

Updated list of requirements and timelines for visa-on-arrival to be published on immigration related websites

The processing of issuance of visa-on-arrival shall be done in a transparent manner

90%

80%

60%

60%

50%

There shall be no touting at the airports

Officials caught soliciting or receiving bribes from passengers shall be subject to immediate removal from post and disciplined

Agencies at the airports shall merge their respective departure and arrival interfaces into a single customer interface

90%


EO1 included provisions to improve efficiency of operations at the sea ports and improve the ease of trading across borders through the ports

PORT OPERATIONS


Agencies at the port shall harmonize their into one single interface station at the port and implement a single joint task force

The single interface station shall submit weekly data on the goods arriving and departing Nigeria to the head of the MDA and the head of the National Bureau of Statistics

Each port in Nigeria shall assign an existing export terminal to be dedicated to the exportation of agricultural produce

The Apapa port to resume 24-hour operations within 30 days of the issuance of the order

No touting allowed at the ports by official and nonofficial persons

Not completed Completed

Agencies at the port shall harmonize their operations into one single interface station at the port and implement a single joint task force

The single interface station shall submit weekly data on the goods arriving and departing Nigeria to the head of the MDA and the head of the National Bureau of Statistics

Each port in Nigeria shall assign an existing export terminal to be dedicated to the exportation of agricultural produce

90%

90%

90%

60%

50%

No touting allowed at the ports by official and nonofficial persons


90%

The Apapa port to resume 24-hour operations within 30 days of the issuance of the order

EO1 Score Card – Port Operations


6.0 REPORTGOV.NGThe REPORTGOV.NG App is an official public service feedback and complaints platform that supports the business climate reforms being implemented by the Presidential Enabling Business Environment Council (PEBEC). The platform facilitates the escalation and resolution of issues encountered with Ministries Departments and Agencies (MDAs) towards ensuring a more business-friendly environment.


The REPORTGOV.NG App is an official public service feedback and complaints platform that supports the business climate reforms being implemented by the Presidential Enabling Business Environment Council (PEBEC). The platform facilitates the escalation and resolution of issues encountered with Ministries Departments and Agencies (MDAs) towards ensuring a more business-friendly environment.

How Was The App CreatedThe initiative was conceived by the Presidential Enabling Business Environment Council (PEBEC) established by His Excellency, President Muhammadu Buhari in July, 2016

Hackathon StoryIn May 2017, the Nigerian Government, in another move to improve the ease of doing business in Nigeria organised the first Hackathon competition (PEBECHack). The competition aimed to develop smart technological solutions to address some of the issues faced by the council in creating a tool that will foster transparency and accountability among key Ministries, Departments and Agencies (MDAs).

PEBECHack was to bring together various teams to compete for the development of a tool that will promote accountability, performance tracking and transparency among key MDAs crucial to the success of Nigeria’s Ease of Doing Business reforms. Participating teams were expected to develop a service management solution that will enable Nigerian citizens share their views about the quality of service they receive in key Federal Government MDAs and other important locations such as airports, seaports and land borders. The tool will allow citizens make complaints, provide and monitor feedback as well as escalate deserving issues.

The competition was open to both individuals and a team of four (4) with expertise in any of these areas; front-end development, back-end development, reporting/journalism, animation, videography, social media, academic, product development, project management and marketing/advertisement.

Activations And OnboardingThe first iteration of the reportgov.ng app was strictly a web-based platform with the following 9 MDAs onboarded:

1. Federal Airports Authority of Nigeria (FAAN)2. Corporate Affairs Commission (CAC)3. Nigerian Civil Aviation Authority (NCAA)4. Standards Organization of Nigeria (SON)5. National Agency for Food and Drugs Administration

And Control (NAFDAC)6. Nigerian Police Force (NPF)7. Nigerian Immigration Service (NIS)8. Nigerian Customs Service (NCS)9. Federal Inland Revenue Service (FIRS)

It was eventually scaled up over the past year to an app and the following 10 additional MDAs onboarded:

1. Bureau of Public Procurement (BPP)2. Federal Road Safety Corps (FRSC)3. National Agricultural Quarantine Service (NAQS)4. Nigerian Export Promotion Council (NEPC)5. Nigerian Electricity Regulatory Commission (NERC) 6. National Office for Technology Acquisition and

Promotion (NOTAP)7. Nigerian Maritime Administration and Safety Agency

(NIMASA)8. Commercial Law Department – Patents and Design,

Trademark Department (CLD-FMITI)9. Nigeria Shippers Council (NSC)10. Citizens And Business Department - Federal Ministry

of Interior (C&B-FMI)

This brings the total number of MDAs on the app to 19. MDAs are required to respond to complaints within 72 hours in line with the Service Level Agreement approved by the Federal Executive Council. Officials across MDAs listed on the app have also been trained on complaint handling and administration.

Why These AgenciesThe first set of agencies were selected to be activated on the reportgov.ng platform with reasons that vast majority of citizens relate with those agencies on a daily basis and for the second phase of activation, agencies were added based on the reports gotten on the platform for agencies that were not yet registered and whose complaints could not be resolved. So the Enabling Business Environment


Secretariat thought it necessary to onboard more MDAs to improve the experience of Nigerians.

The App, which was formerly known as Pebec.report and now REPORTGOV.NG app, is available on Apple Store and Android Playstore. The App was co-launched on March 14, 2019 by the then Honourable Minister of Industry, Trade and Investment, Dr. Okey Enelamah, PEBEC member and Chairman, Financial Reporting Council of Nigeria Mr Adedotun Sulaiman, MFR; and the former SSA to the President on Industry, Trade

and Investment, Dr. Jumoke Oduwole. REPORTGOV.NG is designed to support the implementation of the Executive Order 001 (EO1) by:

• Aggregating stakeholder feedback on services being provided by ministries, departments and agencies (MDAs).

• Strengthening the enforcement of service delivery standards.

• Improving monitoring and evaluation of implemented reforms.

REPORTGOV KIOSK

In order to increase to footprints of the platform, the EBES deployed three kiosks at the arrival section of the Lagos and Abuja airports as self-service terminals for travellers who may provide feedback on services rendered by MDAs. The terminal has boosted the quality and number of feedback and complaints emanating from the general public. It has also helped in the identification of trends and easy tracking of issues that matter most to Nigerian citizens.

HOW TO LOG A COMPLAINT OR PROVIDE FEEDBACK ON REPORTGOV.NGVisit reportgov.ng, choose either to Create complaint or Leave Feedback.


88.6%01

02

03

04

05

06

07

08

09

FIRS

FAAN

CAC

NIS

SON

NSC

NPF

NAFDAC

NCAA

81.7%

80.65%

80.1%

77.8%

76.8%

75.3%

69.7%

67.5%

*10 more MDAs were added to the reportgov platform from March 2019. The report only captures performance of 9 MDAs that were active on the platform between June 2018 and May 2019.

The Performance of 9* MDAs for The Report Under Review


ADEYEWO A. ON NIGERIAN IMMIGRATION SERVICE.Today I am most grateful to God and to PEBEC for solving my problem with a speed I could not imagine. The importance given to my case was astonishing; now I have received my passport at the office in Ikoyi. It was given to me by the Passport Control Officer, Sir Mannir Yari.

09 / 07 / 2018

K. MBA ON NIGERIAN POLICE FORCEHi, I am very pleased to inform the PEBEC team, that we finally got the Police permit on Thursday before the Sallah break. It was indeed a long process, which still needs to be sorted out but I can honestly say that it would not have been possible without your help. A huge thanks goes to the DCP X-Quad, Mr. Amaechi Elumelu, for his never ending help and support. Thanks again and keep up the good work!!

19 / 06 / 2018

0

20

40

60

80

100

120

CAC FAAN FIRS NAFDAC NCAA NCS NIS NPF SON

June '18

July'18

August '18

Chart Showing Monthly Resolution Rate Of Pilot MDAs


0

20

40

60

80

100

120


September '18

October '18

November '18

YUSUF .S. ON FEDERAL ROAD SAFETY COMMISSIONI wish to notify you that the issue has been resolved. I authorized a 3rd party to collect it on my behalf, and he has confirmed to me that he is possession of my driver’s license. I commend the PEBEC team for the great job they are doing in ensuring that citizens receive quality service from ministries, department and agencies.

24 / 04 / 2019

EMMANUEL .I.D ON FEDERAL AIRPORTS AUTHORITY OF NIGERIA I am moved to make this comment because of the changes I witnessed at this particular airport MMA international Ikeja and a very positive one at that. This is the very first time I am spending 5 to 6 hours in the terminal building without sweating and no tout offering me unsolicited help. Thanks Mr Minister and FAAN even though there is still so much work to be done.

09 / 08 / 2019


DR OLUSEGUN ON NIGERIAN CUSTOMS SERVICE

I have received a call from one of our bankers in Zenith bank today and he informed us that the Form M has been approved by customs. I have also received an email from customs stating that the Form M has been approved. We would like to thank PEBEC for this development. We also thank the customs.

10 / 09 / 2018

KOLA ONI ON CORPORATE AFFAIRS COMMISSIONGot an inspiration for a company name at 6am this morning, went to CAC website, registered and applied for name reservation paid through Remitta by 7.20am got a notification from CAC at 10am that reservation is approved. This is really nice, thumbs up to the FG team that did this.

24 / 05 / 2019

0

20

40

60

80

100

120


December '18

January '19

February '19


0

20

40

60

80

100

120


March '19

April '19

May '19

ONYINYE OUGH ON FEDERAL AIRPORTS AUTHORITY OF NIGERIAI am Pleased with the new terminal in Abuja. I have not had it this smooth before. Good customer service (which I have been praying to happen for years), neat airport clean toilet, staff willing to help. This is good. I hope other international flights move to this terminal.

14 / 06 / 2018

UCHE OGBUAGU ON NIGERIAN CUSTOMS SERVICEI Mr. Uche Ogbuagu write to inform you that the vehicle has been released by the Nigerian Custom Service. I requested the service of a lawyer who assisted me to compile and forward all the complaint to the Nigerian Custom Service office Ikeja Lagos and weeks later the vehicle was released without payment of any fees save the lawyer’s stipends.

14 / 07 / 2018


Launched on 8 November 2017, the app is Nigeria’s Official Public Service Complaint website for complaints and feedback on the service standards of any MDA. The app is important because it:

• Makes it easy for anyone to resolve issues encountered when dealing with MDAs;• Strengthens Federal enforcement, service delivery and public protection efforts on a National level (through filing a complaint);• Helps identify trends and track the issues that matter to Nigerian citizens.

The Reportgov App

The app includes a feedback mechanism for MDAs, which have assigned administrators to handle complaints according to an SLA that allows 72 hours for responding and resolving issues. All administrators have been trained on how to handle complaints and feedback from the app. Reportgov kiosks with self-service terminals and customer service representatives have recently been placed Lagos and Abuja international airports to promote the app and encourage private sector to give feedback about their airport and travel experience. The app is being scaled up to include more MDAs and provide wider coverage.


7.0 CELEBRATING COMPLIANCE – IMPROVING SERVICE FOR OUR PROSPERITYOver the two years of implementing the EO1 some MDAs have shown consistency in compliance with the directives of the EO1 and have been top performers across various indices. The following exhibits reflect the top performers in the corresponding categories.


E01 Efficiency Compliance Ranking( Top 5 MDAs - Year 2)

KEYNigeria Electricity Regulatory Commission (NERC)





16%

96.33%

NE

RC

95.93%O

GFZ

A

85.82%

SO

N

79.44%

NO

TAP

84.16%

CP

C


E01 Efficiency Compliance Ranking( Most Improved MDAs )

NAFDAC

SON

NOTAP

NSC

NCAA

MDA SCORE VARIANCECURRENT

RANKPREVIOUS

RANK

1 NAFDAC 59.63 14 29 15

2 SON 85.82 3 17 14

3 NOTAP 79.44 5 19 14

4 NSC 73.22 8 21 13

5 NCAA 65.27 11 18 7


Top 5 Overall Performers (June 2017 – May 2019) KEY



Nigeria Electricity Regulatory Commission (NERC)



88.37%

80.83%79.37%

75.88%75.67%

NE

RC

OG

FZA

FIR

S CP

C

NA

QS


7.1 Impact of the EO1 ImplementationMore awarenessKey outcome of the implementation of the EO1 is the fact that there is more awareness of the need to change the service quality standards across the civil and public service of the government. There is a reform mindset across board and most MDA leadership have fully keyed into the reform agenda. It is no longer business as usual.

Healthy competitionThe implementation of the EO1 and the diligent tracking and evaluation of MDAs’ performances have engendered a healthy competition among the agencies. The PEBEC awards have further reinforced the MDAs’ commitments towards the reform agenda and most try to outdo the other in terms of reform articulation and implementations. The leadership of the top performing MDAs have continued to exercise bragging rights over their awards and achievements.

Transparency and efficiency entrenchedThe EO1 has indeed improved the transparency and efficiency quotients of most of the MDAs in the last two and a half years. For example, 95% of the PPMs have functional websites with over 80% publishing details of their services, timelines, costs and requirements. This is in line with the first directive of the EO1.

The MDAs have also become more efficient in the way they deliver service to the public through automation of processes and inter agencies collaboration. Some examples to note includes:

a. Automation of the business registration process by the CACb. Automation of process for business premises registration in Kano State by the CACc. Introduction of an automated system for tax registration by FIRSd. Introduction Of Online Filing Platform Of State Related Taxes e. Integration of the National Collateral Registry and CAC registryf. Integration of the CAC and FIRS portals to facilitate issuance of TIN upon business registration

Another approach used by the MDAs to entrench efficiency is in the streamlining of processes and training of officials. Some examples include:

a. Elimination of the services of a commissioner for oaths/notaries for completing the declaration of compliance in the company registration processb. Elimination of requirement for certified true copy of survey plan & land ownership title in Lagos Statec. Merging of application and payment for building plan approval in Kano Stated. Elimination of physical inspection preceding issuance of certificate of habitation in Kano Statee. Appointment of private professional firms by KNUPDA to carry out inspections of building construction in Kano Statef. Reduction In The Number Of Government Agencies At The Apapa Port


7.2 Conclusion And Lessons LearntThe Federal Government through PEBEC has diligently enforced and tracked the EO1 in the last two years. There has been a number of lessons learnt and major milestones during this period. Based on the experience gained in implementation of the EO1 and deployment of the Reportgov platform, the key take away are:

1. Use of Technology: The deployment and use of technology in service delivery works and has the biggest impact in terms of efficiency drive

2. Process Improvement: Focus on process improvement have also yielded tangible results as a lot of MDAs’ have streamlined their processes to better service their customers /service takers

3. Tackling People Issues: Proper management and training of human resources have also yielded dividends.

4. Collaboration Works: Inter-agencies collaboration is also very important and have been utilized by MDAs to jointly deliver service efficiently.

5. Robust M & E is Imperative: It is a known fact that what doesn’t get measured doesn’t get done. The tracking and evaluation of MDAs’ compliance with the EO1 directives over the years has shown this statement to be true indeed. Tracking and ranking of MDAs has engendered healthy competitiveness and the drive to stand out among the MDAs.


Executive Order 1

Transparency Directive Efficiency Directives

Functional website/ detailed content

SLA, CS & Comms

SLA compliance (time/cost)

Default approval

One Government

The Efficiency scale measures MDAscompliance with their SLAs, DefaultApproval and One Government Directives

Sector Specific Directives

Entry Experience of Travelers

Ports Operations

Registration of Business

Transparency is measuredbased on existence of website,interactive online portal,detailed content of services,timelines, costs, requirements,CS contact details, etc.

The sector specific directives aremeasured based on tours of facilities,mystery shopping, and citizens reportsduring the period of assessment

MDA reviews customer’s request

Collaborate with other MDAs

One Government

Communicate the outcome to the

customer

Customer initiates request

Customer

Reject

Request exceeds timeline

Request is approved Default approval

request within

timeline

Tim

elin

e fo

cus

Efficiency focus

SLA

Com

plia

nce

Appendix 1

EO1 TRACKING FLOWCHART

EO1 SERVICE DELIVERY FLOWCHART: SLA, ONE GOVERNMENT & DEFAULT APPROVAL

• SLA- Service level agreement• CS- Customer service interface• Comms – Communication strategy


Completeness of dataRemember to ask the critical question – “Is the data complete?”Request date, all services covered, cost of service etc

Data clean-upThe EO1 reporting template requires that the data is cleaned up; date format & number formats

Data analysisanalyze the data for EO1 time & cost compliance

Data verificationAbove all, don’t forget to verify the accuracy of the data.

EO1 report collection SERVICOM to follow up with MDA’s for timely submission of EO1 compliance report

Reporting to EBES team

STRATEGIC IMPERATIVES

TIMELINES FOR EO1 COMPLIANCE We have created a tactical executable path to ensuing monthly compliance of EO1:

1. Emphasis on commitment to timelines and approach to workflow2. Eliminate delay in review process3. Checklists of key activities

Beginning of month Week 1 Week 2 Week 3 Week 4

SERVICOM reviews reports from MDA

PEBEC Meeting

Cut of date for EO1 compliance reporting

EBES team reviews SERVICOM’s report

Feedback to MDAs

Submission deadline for MDA’s EO1 compliance report - Last Friday of every month!

Data analysisthe data for EO1 time & cost compliance


Critical columns for data analysis: Critical columns for validation: Critical columns for clarifications:

PRESIDENTIAL ENABLING BUSINESS ENVIRONMENT COUNCILENABLING BUSINESS ENVIRONMENT SECRETARIAT

MDA EO1 SERVICE DELIVERY COMPLIANCE REPORT TEMPLATE

SNCUSTOMER

NAME ADDRESSE-MAIL

ADDRESSPHONE

NUMBERSERVICE

PROVIDEDDATE OF

SUBMISSIONDATE OF

COMPLETIONEXPECTED TIMELINE

APPROVAL/ REJECTION COST

ANY ISSUE (GRIEVANCE/ COMPLAINT/

OTHERS)RESOLUTION/

DECISION123456789

1011121314

Critical columns for data analysis: Critical columns for validation: Critical columns for clarifications:

PRESIDENTIAL ENABLING BUSINESS ENVIRONMENT COUNCILENABLING BUSINESS ENVIRONMENT SECRETARIAT

MDA EO1 SERVICE DELIVERY COMPLIANCE REPORT TEMPLATE

SNCUSTOMER

NAME ADDRESSE-MAIL

ADDRESSPHONE

NUMBERSERVICE

PROVIDEDDATE OF

SUBMISSIONDATE OF

COMPLETIONEXPECTED TIMELINE

APPROVAL/ REJECTION COST

ANY ISSUE (GRIEVANCE/ COMPLAINT/

OTHERS)RESOLUTION/

DECISION123456789

1011121314

EO1 MDA REPORTING TEMPLATE – AT A GLANCE

Criteria for Accepting or Rejecting a Report

We have created a tactical executable path to ensuing monthly compliance of EO1:1. Accept if the following fields are completed: 2. Customer name3. Contact phone number4. Email 5. Service provided6. Date of submission7. Cost

Reject if none of the above are available, except for the emails.


WHEREAS, it is the policy of the Federal Government of Nigeria (FGN) to create an enabling environment for businesses and entrench measures and strategies aimed at promoting transparency and efficiency;

WHEREAS, the FGN is committed to the promotion of domestic and foreign investments, creation of employment and stimulation of the national economy; and WHEREAS, His Excellency, Muhammadu Buhari, GCFR, the President,Commander-in-Chief of the Armed Forces, Federal Republic of Nigeria constituted the Presidential Enabling Business Environment Council to coordinate the implementation of this policy;

NOW THEREFORE, PURSUANT TO THE AUTHORITY VESTED IN ME BY THE CONSTITUTION AS THE ACTING PRESIDENT OF THE FEDERAL REPUBLIC OF NIGERIA, I HEREBY ORDER AS FOLLOWS:

Transparency in MDAs1. Every Ministry, Department and Agency (MDA) of the FGN shall publish a complete list of all requirements or conditions for obtaining products and services within the MDA’s scope of responsibility, including permits, licenses, waivers, tax related processes, filings and approvals. The list shall –

a. include all fees and timelines required for the processing of applications for the products and services; and b. be conspicuously pasted on the premises of the relevant MDA and published on its website within 21 days from the date of issuance of this Order.

2. It shall be the responsibility of the head of the relevant MDA to ensure that the list is verified and kept up-to-date at all times. If there is any conflict between a published and an unpublished list of requirements, the published list shall prevail.

Default Approvals3. Where the relevant agency or official fails to communicate approval or rejection of an application within the time stipulated in the published list, all applications for business registrations, certification, waivers, licenses or permits not concluded within the stipulated timeline shall be deemed approved and granted.

4. The mode of communication of official decisions to applicants shall be stated in the published requirements.5. Where applications are rejected within the stipulated timeline, all rejections shall be given with reasons. Rejections of applications shall be tracked and accurate records kept at all times for each MDA and shall be submitted to the head of the MDA on a weekly basis.

6. There shall be at least two (2) modes of communication of acceptance or rejection of applications to the applicants by the relevant MDAs before the expiration of the stipulated time, including letters, emails and publications on MDA websites.

7. The applicant’s acknowledgement copy of the application, including electronic submission acknowledgements, shall serve as proof of the date of submission of the application for purposes of determination of the commencement of the application timeline.

8. An Applicant whose application is deemed granted under this Directive may apply to the Minister for the time being in charge of the application for the issuance of any document or certificate in evidence of the grant within 14 days of lapse of the MDA’s stipulated timelinefor the application.

Executive Order No. 001 Of 2017 By The Acting President Of The Federal Republic Of Nigeria

On the Promotion of Transparency and Efficiency in the Business Environment

Appendix 2


9. Failure of the appropriate officer to act on any application within the timeline stipulated, without lawful excuse, shall amount to misconduct and be subject to appropriate disciplinary proceedings in accordance with the law and regulations applicable to the civil or public service.

One Government Directive 10. An MDA that requires input documentation, requirements or conditions from another MDA in order to deliver products and services on applications within the originating MDA’s remit or mandate, including permits, licenses, waivers, tax documentation, filings and approvals shall only request a photocopy or other primafacie proof from the applicant. It shall be the responsibility of the originating MDA to seek verification or certification directly from the issuing MDA.

11. Service Level Agreements shall be binding on MDAs and shall be relied upon by MDAs in the issuance of published stipulated timelines for processing of applications for the products and services.

12. It shall be the responsibility of the head of the relevant MDA to ensure that the agreed terms of the Service Level Agreements are adhered to.

13. Failure of the appropriate officer to act within the timeline stipulated in the Service Level Agreement, without lawful excuse, shall amount to misconduct and be subject to appropriate disciplinary proceedings in accordance with the law and regulations applicable to the civil or public service.

Entry Experience of Visitors and Travellers14. Ordinary tourist and business entry visas to Nigeria shall henceforth be issued or rejected with reason by the Consular Office of Nigerian Embassies and High Commissions within 48 hours of receipt of valid application. The timeline shall be notified to the public by pasting a notice conspicuously at every Consular Office and by publication on every website of Nigerian Embassies and High Commissions.

15. A comprehensive and up to date list of requirements, conditions and procedures for obtaining visa on arrival, including estimated timeframe, shall be published on all immigration-related websites in Nigeria and abroad, including Embassies and High Commissions, and all ports of entry into Nigeria.

16. The processing of issuance of visas on arrival shall be carried out in a transparent manner. Visas on arrival shall be granted at all Nigerian ports of entry once applicants have met all the published requirements.

Port Operations17. There shall be no touting whatsoever by official or unofficial persons at any port in Nigeria. On duty staff shall be properly identified by uniform and official cards. Off duty staff shall stay away from the ports except with the express approval of the agency head. The FAAN Aviation Security (AVSEC) and Nigeria Ports Authority (NPA) Security shall enforce this order.

18. All non-official staff shall be removed from the secured areas of airports. No official of FAAN, Immigration, security agency or Ministry of Foreign Affairs (MoFA) or any other agency is to meet any nondesignated dignitary at any secure areas of the airport. The official approved list of dignitaries that have been preapproved to be received by protocol officers shall be made available to AVSEC and other relevant agencies ahead of their arrival at the airport.

19. Any official caught soliciting or receiving bribes from passengers or other port users shall be subject to immediate removal from post and disciplinary as well as criminal proceedings in line with extant laws and regulations.

20. All relevant MDAs at the airports shall within 30 days of the issuance of this Order merge their respective departure and arrival interfaces into a single customer interface, without prejudice to necessary backend procedures.

21. All agencies currently physically present in Nigerian Ports shall within 60 days harmonise their operations into one single interface station domiciled in one location in the port and implemented by a single joint task force at all times, without prejudice to necessary backend procedures.


22. The new single interface station at each Port shall capture, track and record information on all goods arriving and departing from Nigeria and remit captured information to the head of the MDA and the head of the National Bureau of Statistics on a weekly basis.

23. Each Port in Nigeria shall assign an existing export terminal to be dedicated to the exportation of agriculture produce within 30 days of the issuance of this Order.

24. The Apapa Port shall resume 24-hour operations within 30 days of the issuance of this Order.

Registration of Businesses25. The Registrar-General of the Corporate Affairs Commission (CAC) shall within 14 days of the issuance of this Order ensure that all registration processes at the CAC are fully automated through the CAC website from the start of an application process to completion, including ensuring the availability of an online payment platform where necessary.

Effective Date of the Order26. This Executive Order shall take effect immediately.

18th May, 2017


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