PRESIDENTIAL ENABLING BUSINESS ENVIRONMENT COUNCIL

GOALS AND OBJECTIVES In view of the above the Agency in its drive to reposition its workforce to deliver efficient service delivery has evolved policy guidelines in the following areas;
Policy Guidelines on Engineering Monitoring
Policy Guidelines on Finance & General purpose
Policy Guidelines on Internally Generated Revenue
Policy Guidelines on Concession & Tolling
Policy Guidelines on Strategic Planning
Policy Guidelines on Establishment & Staff Matters
Policy Guidelines on Public Relations &Communications
Please note that the Agency is currently upgrading its ICT structure with a view to serve the general public better and the details of the General policies and guidelines of the Agency and other related documents would be uploaded on the website once the upgrade is completed.<br>

VISION STATEMENT
”To become the most efficient road maintenance management organisation that will enhance the economic wellbeing and interest of Nigerians”

MISSION STATEMENT
“To efficiently and effectively monitor and administer road maintenance with the objective of keeping all federal roads in good and safe conditions”<br>

OUR VALUES People
We cherish honesty, unalloyed loyalty and teamwork with strong commitment for unified organisational growth for the attainment of corporate excellence.
Work Ethics
We are committed to world class service in a timely and accurate manner, using resources responsibly.
Relationship
We value the options and ideas of customers, stakeholders and readily reciprocate integrity and professionalism.
Strength
We are powered by good leadership, team spirit, reward for accomplishment and employee involvement at all levels.
Environment
We enjoy teamwork in an exciting, friendly and serene environment.<br>

FEDERAL ROADS MAINTENANCE AGENCY OPERATIONAL LOCATIONS To ensure that all the Federal Roads are adequately and efficiently maintained, the Agency operates on a 12 zonal structure outlined below;
NE I
NE II
NW I
NW II
NC I
NC II
SS I
SS II
SE I
SE II
SW I
SW II<br>

FERMA STAKEHOLDERS FRSC
NARTO
NURTW
NUPENG
FMPW&H
PPPRA
Federal Ministry of Finance
Federal Ministry of Transport
Federal Ministry of Power, Works and Housing
COREN
NSE
Civil Engineering Contractors Local/International
Government Agencies providing complementary services
National Assembly
State and Local governments
General public etc.<br>

REQUIREMENTS OF THE EXECUTIVE ORDER Transparency

Default Approvals

One Government<br>

TRANSPARENCY: The Agency shall publish a complete list of requirements or conditions for obtaining services in all areas within its scope of operations, this will include all fees and timelines for the processing of applications and payment procedures.
The list will also be conspicuously posted on the notice boards and the Agency’s website.
The management will also ensure that the list is verified and kept up-to-date at all times and promises that if there is any conflict between a published and an unpublished list of requirements, the published list shall prevail.<br>

DEFAULT APPROVALS: The management promises to abide by all declarations made in the Executive order 001 on default approvals which include timelines for communicating approvals or rejections of applications, mode of communication, official decisions etc. as stipulated in the list of requirements to be published.

ONE GOVERNMENT DIRECTIVE: The management also promises to abide by all declarations made on this issue in the Executive order 001, while carrying out its mandate. If the Agency requires input documentation, requirements or conditions from another Ministry Department or Agency (MDA) to deliver products and services on application within our remit or mandate, including permits, licenses, waivers, tax documentation, filings and approvals, the Agency shall only request a photocopy or other prima facie proof from the applicant. In this scenario, the Agency shall be responsible to seek verification or certification directly from the issuing MDA.<br>

OPERATIONALIZATION PLAN STRATEGY Service Level Agreement
Customer Interface Mechanism
Communication Strategy<br>

SERVICE LEVEL AGREEMENT The following services parameters are the responsibility of Federal Roads Maintenance Agency, FERMA in the ongoing support of this agreement.
Some of the services provided by the Federal Roads Maintenance Agency are outlined as follows;
Award of Contracts for maintenance of Federal Roads
Maintenance of Federal Roads by Direct Labour.
Preparation of yearly procurement plan
Tender publication
Bid opening and Evaluations of Bids
Small supply analysis
Preparation of Budget and Planning.
Formulation of Procurement Policy<br>

Tendering for the proposed project.
Agreements.
Advanced Payment Guarantee (APG)
Monitoring / Tracking of progress work.
Preparing Interim Statements (IS)
Verification Exercise.
Processing of Interim Statement for payments.
Update on the state of Federal roads and identification of critical failures that require urgent attention etc.
ROADS MAINTENANCE MANGEMENT SERVICES (RMMS)<br>

Project Coordination
Planning and Information Management

Please note that the Agency is currently upgrading its ICT structure and the complete details of all its services will be uploaded on the Agency’s website immediately the upgrade is completed.<br>

Planning and Statistic
Budget and Implementation
Management Information System

DIRECT LABOUR UNIT
Submission of Performance Bond
Submission of Advance Payment Guarantee (APG)
Preparation of Contract Agreement
Execution of Contract agreement/management of contract agreement
Processing of request to access information as provided under the Freedom of information Act<br>

PROTOCOL UNIT

Facilitates and manages meeting and event held in selected venue
Develop a state wide programme of inspection of the Agency’s ongoing projects
Coordinates and organize diverse range of the Agency’s occasion, official visits and functions.
Coordinate and organize meeting of Management and Zonal Coordinators and FRMES
Coordinate and provide accommodation needs of Governing Board.<br>

BRIDGE MAINTENANCE
Bridge Maintenance

WEST OPERATIONS
Preparation of Budget & Planning
Tendering for the proposed works
Agreement
Monitoring/Tracking of progress of works
Interim Statements
Processing of Interim Statement for payment
Updates on the State of the roads and identification of critical failures that require urgent attention<br>

EAST OPERATIONS
Preparation of Budget and Planning
Tendering for the proposed projects
Agreement
Advance Payment Guarantee (APG)
Monitoring/tracking of progress of works
Interim Statement (IS)
Verification Exercise
Processing of Interim Statement for payment
Updates on the state of the roads and identification of critical failures that require urgent attention.<br>

INTERNAL AUDIT UNIT
Preparation of detailed Internal Audit/programme for the year
Auditing of detailed accounts of the Agency
Detailed Management Audit
Internal Audit Monthly, Quarterly and Half yearly Progress Reports
Provision of Advisory functions to the Management
Liaise with Federal Auditors on their periodic Checks on the accounts of the Agency

COMMUNICATION & PUBLIC RELATIONS UNIT
Media monitoring, review and analysis
Liaising with Ministries, Departments and Agencies (MDAs) as well as Non-Government bodies while serving as the mechanism for feedback
Gathering of information and intelligence from Agency’s Stakeholders to guide Management in decision making
Accreditation of Correspondents covering the activities of the Agency.
Liaison with Zonal Coordinators and FRMEs on the Agency’s media reports and interview.
Publicity and awareness creation for the Agency’s programmes, activities and challenges through print, electronic and social media.
Updating the Agency’s records of achievements
Production of Documentaries, Jingles and Special News Highlights and Mentions
Editorial Management of Agency’s website
Production of in-house magazine (FERMA Digest)
Production of Compendium (FERMA in the Eyes of the Press
Production and deployment of public relations materials and memorabilia (lapel Pins, Branded ID card holders, T-Shirts, Reflective Jackets, Fez Cap, Helmets, Boots etc.
Moderating of programmes at official events and functions
Information officers tour of field officers and projects sites for data pictorial collection and collation<br>

DESIGNS AND RESEARCH AND DEVELOPMENT
Strength condition survey using failing weight deflectometer (FED) – comprehensive pavement evaluation on selected Federal highways
Research study on reclaimed asphalt pavement
Application of local soil Stabilizers for stabilization of earth roads and sub-base and base material
Production of Rubberised Asphalt
Pilot project on the use of Gabion mattresses and Geotextile Materials for Research and development
Pilot project on the use of Base Seal/Top Shield Soil Stabilizer
Production of 100 Road mats per State for 36 States and FCT
Training of Laboratory Personnel’s in Zonal laboratories and FERMA Design, Research and Development Laboratory
Procurement of chemical laboratory apparatus, Reagents, fittings and furniture for upgrading FERMA Research and Development Laboratory at Kuje
Production of Bitumen Emulsion for distribution to 36 States and FCT.<br>

SERVICE MANAGEMENT/DEFAULT APPROVALS All approvals shall be given within the stipulated timelines in this agreement.
However, in the event of any default, all approvals that are not given within the timelines specified in this agreement shall be deemed approved at the expiration of the stipulated timelines.
Approvals and rejections shall be promptly communicated within the stipulated timelines in this agreement through any of these mediums;
Letters
Notice boards
Website
Electronic/print media etc.<br>

SANCTIONS/CONSEQUENCE MANAGEMENT

Any schedule officer who fails to process any application, file or document within the stipulated timeline, without justification, shall be considered guilty of misconduct and shall be subject to appropriate disciplinary proceedings in accordance with the Agency’s conditions of service.<br>

CUSTOMER INTERFACE MECHANISMCUSTOMER SERVICE OUTLETS/PHYSICAL LOCATIONS<br>

LIST OF ZCs AND FRMEs IN OPERATIONS II (EAST)<br>

CUSTOMER SERVICE TELEPHONE LINES
(070000FERMA) +234 7000033762
+234 8158996422
+234 8091470000
+234 8134039857

CUSTOMER SERVICE EMAIL ADDRESS
customerservice@ferma.gov.ng

AVAILABILITY OF SERVICE
Emails and phone numbers are available from 8.00am-5.00pm, (Mondays –Fridays, excluding public holidays).<br>

ESCALATION MECHANISM Escalation levels are three phased depending on the issue and location involved.Zonal/State FHQ
Federal Roads Maintenance Engineer (FRME)
Zonal Coordinators
Executive management

Headquarters
Schedule or desk officer
Executive director
Executive management<br>

NUMBER OF CUSTOMER SERVICE STAFF

C.I Ukpabi - Nodal Officer
Idike Hycinth – Charter Desk Officer
Ukwenya Emmanuel – Principal Manager
Nathan-Elong Temi C. – Officer
Christiana Adeleke – Officer
Olakunbi Bakrin - Officer<br>

SOCIAL MEDIA PLATFORM

Facebook: ferma.gov.ng
Twitter: @ferma_Nigeria
Website: www.ferma.gov.ng
info@ferma>gov.ng<br>

MONITORING AND SUPERVISION PROCESS
The Customer service personnel are supervised by the customer care/complaints Desk Officer, who with the service improvement Desk Officer and charter Desk Officer are supervised by the Nodal Officer.<br>

TRAINING PROGRAMS FOR CUSTOMER SERVICE TEAM The management in its resolve to implement the executive order 001 would constantly;
Train its customer service staff and all staff about their role and responsibilities in the implementation of the Executive Order.
Delegate powers appropriately to members of staff, to enable them discharge their responsibilities efficiently, effectively and timely.<br>

Training programmes for CS team:
Communication skills
I.T Proficiency
Handling difficult customers
Telephone techniques
Conflict resolution
Stress management
And other trainings on efficiency in service delivery.<br>

COMMUNICATION/ PUBLIC RELATION STRATEGY Supplement/Advertorials/Feature Articles in National Dailies & News Magazines
Press releases and coverage of activities by accredited correspondents.
Quarterly TV Public Enlightenment Documentary
Periodic production/insertion of jingles in electronic media
Live TV talk shows on NTA, AIT and Channels Television by Chairman, MD/CEO.
Press conference (quarterly)
Radio/Television interviews as the need arise<br>

8. In-house magazine (FERMA Digest) Quarterly
9. Internal communication: Intranet, Intercom, Notice Boards and Circulars
10. Board’s interactive session with critical stakeholders
11. Production of Compendium (FERMA in the eyes of the press”)
12. Delivery of speech/lecture in Tertiary Institutions (Engineering Departments)
13. Posters, billboards at strategic locations on Federal Highways
Active social media presence: Website, Facebook, twitter and email
FERMA Emergency lines: 07037935489, 08091470000, 08158996422, 070000FERMA, 07000033762.<br>

EFFORTS AT IMPLEMENTATION OF THE EXECUTIVE ORDER FERMA Customer Care Policy
The management of the Federal Roads Maintenance Agency (FERMA) in its resolve to reposition the Agency and enhance its service delivery capabilities is reviewing its Customer Care Policy that will be a guide for the members of staff of the Agency on how they should relate with the Agency’s customers.
The Agency aims to set clear standards of service and will regularly review and improve on them. The Agency’s resources will be used effectively and efficiently in order to provide the highest standard of service to all customers.
FERMA will provide clear and accessible information about its services to everyone who needs them. All enquiries and complaints must receive prompt attention. A communication flow between the Agency, its contractors and the general public will be established.<br>

The Customer Care Policy is divided into 6 sub-heads;
Commitment to our customers
Customer Surveys/Evaluation
Code of Ethics
Standards for Customer Care
Internal Complaints System
Visiting Days/Non-Visiting Days

COMMITMENT TO OUR CUSTOMERS
We will ensure that all the information we give our customers are clear, accurate and fair.
We shall ensure that our customers’ interests are always protected.<br>

CUSTOMER SURVEYS/EVALUATION

The Agency’s customers to be targeted by the survey evaluation include the following;
Contractors
General public
Specific Stakeholders
Staff of FERMA<br>

Four approaches would be adopted namely:
Collection of statistics from reports in the print and electronic media by the Media/PR Unit on a monthly basis.
Suggestion Box
Opinion polls to be conducted once a year
The Direct Labour Work Week exercise would be used as a medium for evaluating and assessing the mood of our customers.
The customer surveys would assist the Agency as follows:
To understand its customers better
To build public confidence in the services it provides
Monitor the Agency’s performance
Help the Agency actively seek for ways to improve the quality of services it delivers.<br>

CODE OF ETHICS Management recognizes the need to retain public confidence in the Agency, and that the maintenance of a high standard of integrity and conduct in its operations is a responsibility of all its employees.
The Agency’s Code of Ethics consists of:
No files shall remain unattended for more than 24 hours
Staff should be punctual to work and remain at work till the official closing time, 8am-5pm
No loitering/hawking during office hours
Response to request(s) from customers should be processed within 5 working days by schedule officers
All matters pertaining to Ad-hoc and special assignments should be handled within the specified period.
Members of staff should be polite, friendly, approachable and willing to assist customers.<br>

STANDARDS FOR CUSTOMER CARE All correspondence from the public- including letters, faxes and emails would receive prompt attention by the Agency.
Targets
To answer all correspondence within 5 working days
To ensure that members of staff are trained and competent to deliver quality services
To ensure members of staff treat every customer as we would wish to be treated, with respect, courtesy and understanding
To ensure all members of staff are trained in customer care.<br>

Appointments Targets
To see visitors within 5 minutes of any appointment that has been made
The maximum length of time a person without an appointment should have to wait before he/she is attended to is 15 minutes.
Proper dress codes for internal and external meetings for all members of staff
All employees should carry the Agency’s identification cards at all times
Directional signs should be placed at every floor and at the reception for easy location of offices by customers.<br>

Answering Telephone Calls Targets
To answer calls to designated telephone enquiry posts within 2 rings.
When transferring calls telephone operators should ensure that the FERMA member of staff is available to accept the call and if not, the caller be asked to call back when the relevant officer is in the office.<br>

INTERNAL COMPLAINTS SYSTEM A good customer care policy must exist side by side with a good internal complaints system that will provide essential feedback from the Agency to its customers.

Complaints Procedure
FERMA will publicize its complaints procedure for services it provides and promptly deal with any complaints received.<br>

Targets
To acknowledge any formal complaint within 5 days
To have the issues reviewed by a person of appropriate seniority and authority.
To identify the officer managing the compliant within a maximum of 5 working days. If for any reason this isn’t possible, we will write to the customer promptly to explain why we have not been able to finalize the matter quickly, we will also let the customer know when we will contact him/her again.
To place the complaints procedure on the FERMA Website and make the complaint procedure available in document form for delivery to customers.
To keep the customer informed weekly on the status of their complaints if the investigation/resolution of the complaints is likely to take more than 1 week.<br>

VISITING DAYS/NON-VISITING DAYS
The Agency’s visiting days are Tuesdays and Thursday between the hours of 12noons and 4.00pm.<br>

CHALLENGES Challenges posed by the newly introduced zero-base budget process and the TSA policy, which necessitated the need to train some accounts staff, satisfy certain requirements and secure approval for sub-TSA accounts for our various field offices, prior to enabling them to access budgetary releases for the Agency’s field activities;
Difficulties in accessing funds appropriated for Direct Labour Maintenance due to capitalization of line items earmarked for such operations in the approved budget;
Delay in budget approval (effective from May 2016) and further delay in the release of approved funds to the Agency; which almost paralyzed office activities sometime in the year;
Challenges in completing contracts procurement processes due to unprecedented massive turnout of bidders (over four thousand –such as never witnessed in the Agency’s history) in response to the advertisements for our capital projects, and subsequent long period required in the task of bids evaluation to select the most responsive bidders.<br>

WAY FORWARD Better funding
Easier access to funds
Early budget approval and release of funds to the Agency
Faster contract procurement processes.<br>

CONCLUSION If and when the challenges outlined above are dealt with, the Agency will be better positioned to deliver the best service in line with international best practice<br>

Thank You!!!<br>