Operational Manual

CORPORATE AFFAIRS COMMISSION (Established under the Companies and Allied Matters Decree No 1, 1990)

Ilorin office

Internal memo

OPERATIONAL MANUAL FOR CAC PUBLIC RELATION/CUSTOMERS SERVICE S/ N

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3

SERVICES RENDERED

ACTIVITIES INVOLVED

ACCREDITATI Issuance of ON accreditation form to the customers ENQUIRIES Enlightening the customers about services rendered by the commission PUBLISHING Daily update of

DEPT/UNIT

EXPECTATION

SERVICE DELIVERY PERIOD

MEANS OF REDRESS AGAINST FAILURE

Customers Service

Fast and Efficient Service

2 Weeks

Report to the Deputy manager

Customers Service

Effective and Efficient Service s

Customers

Fast and

10Minute

3 Hours

Report to the Deputy manager Report to the deputy

OF KIV FILES AND CERTIFICATE S AWAITING COLLECTION 4 5 6

queried files and certificates awaiting collection

Service

Efficient Service

manager

OPERATIONAL GUIDELINES FOR CAC PUBLIC RELATION/CUSTOMERS SERVICE Only the chairman of the commission, the Registrar General or any officer directed by them is authorized to issue release or statements to the Press. 2. Lists of queried applications for business Name registration, as well as lists of certificates awaiting collection shall be published regularly on the notice board of the state office. 3. The volume of services provided by a state office shall be compiled and sent to Head Office monthly. 4. All enquires and complaints are to be handled courteously and satisfactorily. 5. Adequate protocol arrangements for Board Members, Management staff and invited guests of the state office must not be compromised. 6. There should exist, at all times, excellent relations between the state office, the median and the community. 1.

DISTRIBUTION LIST

HOLDER ZONAL HEAD CUSTOMER SERVICE DEPT INTERNAL AUDIT DEPT GENERAL COPY

CONTROLLED I D

RECEIVED BY

001 002 003 004

1. DOCUMENT/CERTIFICATE DISPATCH PROCESS MAP

Approve cert Iffrom noregistry dept

If no

Confirm that cert is correct with the list

if yes

Register document in dispatch register

Receive evidence of payment and confirm whether the customer collecting is the right person

If satisfied Dispatch certificate/d ocument

2. ACCREDITATION

Issuance of accreditatio n forms to customers

Receives completed form with qualifying documents

PROCESS MAP

if th if rm wi n on t Co cati ng mee i i pl lify ents nt p a ua m e Q ocu irem d qu re

if not satisfied Ask customer to comply

If no Return document to Applicant for compliance

if yes Assess for payment

Receive document after payment and Audit then send to Head Office

Receive accreditation card from Head Office, register and dispatch to customer

3. QUERIES HANDLING PROCESS MAP

co A se mp fter ba nd lia fo ck doc nce pr r to r um oc eg en es ist t s ry

Contact Customer for compliance

Receive query from Registry Department

4. VERIFICATION AND ASSESSMENT PROCESS MAP

Ensure proper upkeep of records

If okay forward for assessment Receive application for verification and assessment

Verify application and support document to ensure compliance with CAMA

After assessment return to customer

Otherwise return to customer

Forward completed availability to IMS

ap H de pro ead th nie ve off e r s s o ic es on r e ul li t p ne rin an t ed d

Receive Availability form and register from customer

IMS staff checklist with physical form and make input for Approval

5. AVAILABILITY PROCESS MAP

The print out result is forwarded to customer service for dispatch to customers

Enquiries/c omplaint from customer

t en t m n cu plai o D om ved /c cei re

Respond to enquiries /complaint by designated officer

If there is any input from other dept contact and communicate back to customer

6. ENQUIRIES/COMPLAINT HANDLING PROCESS MAP

ta Ot ac ke herw sa tio ne is cu tisf n to cess e sto y ar y m er

Where customer is satisfied close out by ensuring that he/she complete the comment section of complaint form

CUSTOMER SERVICE OBJECTIVE

To satisfy our valued customers