SERVICOM Rates NCAA Four-Star for Service Delivery

The Nigeria Civil Aviation Authority (NCAA) has earned national recognition for improved service delivery and institutional professionalism following a comprehensive assessment by the SERVICOM Presidency Office, which rated the aviation regulator four-star in its 2025 Service Compliance Evaluation (SCE).
The commendation was formally presented on February 18, 2026, at the Authority’s corporate headquarters in Abuja, where a SERVICOM delegation led by Acting National Coordinator, Helen Lawal, delivered the evaluation report to the Director-General of Civil Aviation, Chris Najomo.
Strong Performance Across Key Service Indicators
According to the SERVICOM assessment, the NCAA demonstrated measurable progress across critical service delivery benchmarks. The Authority scored 75 percent in effective service delivery, 70 percent in timeliness, 72.5 percent in information dissemination, 72.5 percent in professionalism, and 62.5 percent in staff attitude—figures that collectively secured a four-star institutional rating.
The evaluation covered major NCAA operational locations nationwide, including regional offices in Lagos, Port Harcourt, Kano, Kaduna, and Abuja, as well as station offices in Ilorin and Maiduguri. Operations at the Sam Mbakwe International Airport, Owerri, were also reviewed as part of the nationwide compliance exercise.
SERVICOM noted that the results reflected growing institutional responsiveness, improved stakeholder engagement, and strengthened adherence to public service standards within Nigeria’s aviation regulatory framework.
NCAA Pledges Continuous Improvement
Receiving the report, Najomo commended SERVICOM for what he described as a rigorous, transparent, and constructive evaluation process, emphasizing that the findings would guide the Authority’s next phase of operational reforms.
He assured stakeholders that NCAA would fully implement the recommendations contained in the report to further enhance efficiency, transparency, and customer satisfaction across its regulatory and service delivery functions.
Najomo reiterated that continuous improvement in service quality remains central to NCAA’s mandate of ensuring aviation safety, regulatory compliance, and sustainable sector growth in Nigeria. He added that strengthening institutional culture and responsiveness would deepen public confidence in the aviation system and align the Authority with global best practices.
SERVICOM Reaffirms Strategic Partnership
In her remarks, Lawal described the NCAA’s four-star rating as evidence of steady progress in public service accountability within the aviation sector. She emphasized SERVICOM’s commitment to sustained collaboration with the Authority to ensure that service delivery continues to improve in line with citizens’ expectations.
She noted that effective partnership between oversight institutions and regulators is critical to building transparent, efficient, and people-focused governance structures—particularly in high-impact sectors such as aviation that directly affect national mobility, commerce, and safety.
Senior Officials Provide Operational Insights
The presentation session also featured detailed operational briefings from senior NCAA management, including the Director of Public Affairs and Consumer Protection, Michael Achimugu; Director of Human Resources and Administration, Dr. Anastasia Gbem; Director of Corporate Services, Dr. Rebecca Aghadinazu; Special Adviser to the DGCA and Head of Flight Operations and Adjudication, Mrs. Ifueko AbdulMalik; and NCAA Nodal Officer, Mrs. Rebecca Faderera.
Their inputs addressed service delivery challenges, workforce development, consumer protection mechanisms, and internal reforms already underway to strengthen institutional performance across NCAA locations nationwide.
Reinforcing Confidence in Nigeria’s Aviation Regulation
The SERVICOM commendation signals growing confidence in NCAA’s regulatory capacity and service culture, positioning the Authority as a key driver of accountability, professionalism, and operational excellence within Nigeria’s aviation ecosystem.
Industry observers note that sustained improvements in regulatory service delivery are essential to attracting investment, enhancing passenger experience, and maintaining safety standards—all of which are critical to the long-term competitiveness of Nigeria’s aviation sector in Africa and globally.
With the latest four-star rating serving as both recognition and motivation, the NCAA is expected to accelerate reforms that will further strengthen efficiency, transparency, and stakeholder trust across the nation’s aviation landscape.

SERVICOM Presidency Office has awarded the Nigeria Civil Aviation Authority a four-star rating in its 2025 Service Compliance Evaluation, citing improvements in service delivery, professionalism, and stakeholder engagement across key regional and station offices.

Nigeria Civil Aviation Authority earns SERVICOM four-star rating for 2025 service delivery performance, with commitments to improved efficiency, transparency, and aviation sector reforms.