The Nigerian Communications Commission (NCC) is set to recharge consumer management processes in line with the speed of the emergent digital culture.
The Consumer Affairs Bureau (CAB) of the Commission set the tone with the resolutions at its 2019 retreat tagged, “Consumer Experience in the Era of Rapid Digital Evolution”, held recently at the 600-seater auditorium of the NCC Head Office Annex, Mbora District, Abuja.
The resolution is in keeping with the NCC mandate on consumer protection as stipulated in the Nigerian Communications Act (NCA) 2003 and other extant Legal and policy instruments guiding the Commission’s regulatory activities.
Felicia Onwuegbuchulam, Director CAB stated that the objective of the retreat was to streamline work processes for effective service delivery, improve stakeholders collaboration and engagement, and improve inter-departmental synergy, information flow, and knowledge sharing. She noted that the rapidity of technological innovation demands a re-strategising to ensure adequate protection for the telecoms consumer.
Onwuegbuchulam’s submission was amplified by Adeleke Adewolu, NCC’s Executive Commissioner Stakeholder Management who represented NCC’s Executive Vice Chairman, Prof. Umar Danbatta at the event. Adewolu commended CAB for the timing and focus of the retreat, and for upholding the mandate of the Commission on consumer protection, information, and education. He affirmed that innovative technologies and new business models could throw up challenges for consumer and stakeholder management. Therefore, he submitted that it is gratifying that CAB has invested time and other resources to reflect on how to ensure better consumer experience. He urged the retreat to come up with concrete ideas for Management’s consideration.
The retreat was marked by a series of practical presentations on many aspects of consumer management. Brainstorming sessions and bonding exercises also took place at the two-day retreat to shape staff perspectives on emerging challenges in managing consumer experience. The concluding part of the retreat was a panel discussion involving representatives of eight internal departmental stakeholders that CAB interfaces within the carrying out its responsibilities. The discussion focused on fast-tracking work processes to enable CAB to address consumer-related issues within the timelines stipulated by NCC’s Standard Operating Procedure Manual.