55 MDAs fail to answer public phone calls, reveals PEBEC report

A report by Presidential Enabling Business Environment Council (PEBEC) has revealed that 55 Ministries, Department and Agencies (MDAs) failed to pick up telephone calls from the public, while six rated “Excellent” with a prompt and clear in their responses.

The mystery exercise was structured into four distinct segments, each designed to evaluate different aspects of service quality. The four segments include: telephone inquiries, Email inquiries, Online PEBEC-Compliant feedback portal and In-person quality assessment.

The latest MDAs mystery quality assessment report for April 2025 showed that three MDAs rated “Good” were adequate but needing more clarity in their responds to the public.

The report also rated two MDAs “Average” as they failed to provide only the bare minimum of information and two MDAs “incorrect” in giving response that was factually incorrect or misleading.

According to the report, National Information Technology Development Agency (NITDA), Nigerian Electricity Management Service Agency, Nigerian Electricity Regulatory Commission, Federal Produce Inspection Service, Federal Ministry of Works, and Service Compact (SERVICOM) were the six MDAs rated Excellent.

The three MDAs rated good are: Federal Inland Revenue Service (FIRS), Nigerian Upstream Petroleum Regulatory Commission, and National Agency for Food and Drug Administration and Control.

The mystery quality assessment report, however listed Federal Road Safety Corps (FRSC) and Trademarks Registry as the only two MDAs on average rating.

Corporate Affairs Commission, and Bureau for Public Procurement gave incorrect information and was misleading, the report revealed.

PEBEC in a telephone call asked Bureau for Public Procurement of how a fintech company can  register their organisation to be eligible for bidding government contracts?

The Bureau for Public Procurement gave wrong contact details on the website as the contacted person said he doesn’t work at Bureau.

The results from Email Inquiries showed that 54 MDAs did not acknowledge or respond to the email after two weeks, while 13 MDAs rated “Excellent” gave prompt and clear responses.

One MDA gave an incomplete or minimally helpful response to a different inquiry and another one, had an incorrect email address.

The likes of Oil & Gas Free Zones Authority, National Information Technology Development Agency, Nigeria Immigration Service, Nigerian Content Development Management Board, Nigerian Electricity Regulatory Commission, Nigerian Midstream and Downstream Petroleum Regulatory Authority, Nigerian Upstream Petroleum Regulatory Commission, Nigerian Maritime Administration and Safety Agency, Joint Tax Board, National Collateral Registry, Environmental Health Council of Nigeria, and National Identity Management Commission, Galaxy Backbone Limited were rated “Excellent in their prompt and clear responses via Email.

Nigerian Electricity Management Service Agency, according to the report failed in its Email inquiries, the report showed. 

When asked how can I get a new transformer, Nigerian Electricity Management Service Agency in its responses said, “Please go to the distribution company covering your State.”

PEBEC added that the Nigerian Electricity Management Service Agency did not clarify any procedure or direct contact for acquiring a new transformer, placing the research burden on the inquirer.

Nigerian Postal Service was rated “Bad”. When contacted, on inquire about the process for registering a Courier Company License.

Nigerian Postal Service in its feedback said, “The response from the agency was vague and did not offer any further guidance or useful information to assist the client.”

Quality assessment report showed that Nigeria Immigration Service (NIS) application and payment processes were efficient, with appointment dates available within four days of form submission.

The assessment also revealed that one applicant was harassed and pressured to pay N5,000 before her photograph was taken.

“All three applicants experienced rent-seeking behavior by immigration officers, who demanded bribes due to “unconfirmed payments,” with threats to withhold capture.

“On all three occasions, officers harassed applicants at the point of biometric capture.

“Officers offered to fast-track passport issuance for N20,000, promising delivery within 24 hours,” the observation on NIS revealed.