The Ministry of Foreign Affairs has the statutory responsibility for managing the totality of bilateral and multilateral relations Nigeria has with other countries and International organisations. The Ministry also facilitates relations between foreign diplomatic missions accredited to Nigeria and Ministries/Agencies of Government, at Federal and States levels, private sector operators and non-governmental organisation and the public. This Service Level Agreement contains the commitment of the Ministry of Foreign Affairs to utilise its unique character and leverage to articulate and promote within the global, sub-regional and domestic milieu, values which promote Nigeria’s security, stability and prosperity. In particular, it enunciates the centrality of effective service delivery in the promotion of Nigeria’s national interests and the attainment of foreign policy goals in a global milieu in which globalisation presents nations with challenges hitherto unimagined. The Ministry of Foreign Affairs commits itself to provide prompt, vibrant and effective leadership in the formulation and execution of Nigeria’s foreign policy.
The purpose of this Service Level Agreement is to describe the key services the Ministry provides and the quality standards agreed with our service users in terms of service delivery..
The functions and services the Ministry provides internally and externally include:
The overall standard which the Ministry aims to achieve in the provision of our services;
The following Service Providers(s) and Customers will be used as the basis of the Agreement and to represent the primary stakeholders associated with this SLA:
This agreement will be reviewed annually as part of the annual planning process and any changes will be agreed with service users. Changes made to this agreement will be signed off by all parties annually.
The following detailed service parameters are the responsibility of the Ministry of Foreign Affairs in the ongoing support for this Agreement.
5.1. List of Services, Service Scope, Requirements, Costs, Timelines and procedures.
|S/NO||DOCUMENTS||REQUIREMENT FOR AUTHENTICATION.||PROCEDURES||COSTS/FEES*||TIMELINES|
|1.||Educational Certificates||All must be authenticated by Federal Ministry of Education||Make payment in the bank, present teller and fill the registration form||₦300 per copy||24 hours|
|2.||End User Certificates||Must pass through SAPS||Make payment in the bank after confirmation and present teller, and fill the registration form||₦300 per copy||Pending confirmation from SAPS|
|3.||Birth Certificates||Must originate from National Population Commission of Court||Make Payment in the bank, present teller and fill the registration form||₦300 per copy||24 hours|
|4.||Marriage Certificates||Must originate from the Court or any authorised organisation.||Make Payment in the bank, present teller and fill the registration form||₦300 per copy||24 hours|
|5.||Child Adoption||Must originate from a competent court||Make confirmation from the court, make payment in the bank, present teller and fill the registration form||₦300 per copy||Pending confirmation from the Court|
|6.||Divorce Certificates||Must originate from a competent court||Make conformation from the court, make payment, present teller and fill the registration form||₦300 per copy||Pending confirmation from the Court|
|7.||Company Certificate/or Documents||Must attached Certificate of Incorporation and tax clearance||Make payment in the bank through TSA Account, present teller and fill the registration form||₦300 per copy||24 hours|
|8.||Bachelorhood/Spinter-hood Certificates||Must originate from court with sworn affidavit||Make payment in the bank, through TSA Account, present teller and fill the registration form||₦300 per copy||24 hours|
|9.||Power of Attorney||Must originate from a donor with authorised signature||Make confirmation from the donor, make payment in the bank, present teller and fill the registration form||₦300 per copy||Pending confirmation from the Court|
|10.||Other Nigerian Papers/Certificates||Must Originate from a recognised organisation||Must be confirmed if necessary, make payment in the bank, present teller and fill registration form||₦300 per copy||24 hours or pending its confirmation|
|11.||Bank Statements||Must originate from a bank with authorised signature and stamp||Make payment in the bank, present teller and fill registration form||₦300 per copy||24 hours|
*All fees are paid directly to the Treasury Single Account at any Commercial Bank.
In the event that the Ministry of Foreign Affairs fails to meet the specified timelines in the SLA and does not provide any update to the customer prior to the end of the stipulated time, the Ministry of Foreign Affairs would issue the automatic approval to the customer the day after the expiration of the timeline in line with the default approval directive.
In the event of a service outage where the responsibility is unclear, priority should be given to restoring service rather than determining responsibility. In the event of a dispute, the burden of proof will be upon any party who is delinquent in respect of monitoring or reporting obligations covering the incident. Where a dispute results in failure to restore service within the allotted time, the servicom Unit reserve the right to bring the problem to the attention of Management to resolve the problem and appropriate disciplinary measure to be taken against erring departments or Officer as a further penalty
The Ministry of Foreign Affairs commits itself to provide prompt, vibrant and effective leadership in the formulation and execution of Nigeria’s foreign policy. It is also committed to building an efficient Foreign Ministry that is knowledge-based and technology driven in service delivery in the pursuit of Nigeria’s interests and foreign policy goals and objectives.
SERVICES ARE AVAILABLE FROM 8:00AM – 4.00PM MONDAY THROUGH FRIDAYS.
When an issue/matter is not handled or settled by the Customer Service Personnel to the satisfaction of the client, it shall be escalated to the level of the Head of Division of SERVICOM, and if the client is still not satisfied, further escalated to the level of the supervising Under Secretary for Administration and Finance and finally to the level of the Permanent Secretary whose decision on the issue shall be final.
Periodic Press briefings, with the Public and the Diplomatic Corps, by the Honourable Minister of Foreign Affairs.