Telecom
Automation, Next Stage of Service Delivery in Public Sector – Danbatta
Prof. Umar Garba Danbatta, Executive Vice Chairman of the Nigerian Communications Commission (NCC), has said leveraging the potential of Information and Communication Technology (ICT) to automate service delivery should be the next frontier of excellent service delivery to Nigerians by public institutions.
L: R Bashir Bello, Head, Legislative and Government Relations, Nigerian Communications Commission (NCC); Dr. Ikechukwu Adinde, Director, Public Affairs, NCC; Nnenna Akajemeli National Coordinator, Service Compact (SERVICOM); Ngozi Akinbodewa, Team Lead D, SERVICOM, and Clement Dogara, Head of Curriculum, SERVICOM Institute.
Danbatta made the assertion in a goodwill message presented on his behalf by NCC’s Director, Public Affairs, Dr. Ikechukwu Adinde, at the opening ceremony of a three-day SERVICOM retreat, which started on December 1, 2021 at the Communications and Digital Economy Complex, Mbora, Abuja.
The retreat focused on, ‘Charter Performance Monitoring and Reporting’, was aimed at monitoring the implementation of the NCC’s Client Service Charter, identifying gaps, measuring and evaluating the progress of service delivery in the Commission.
SERVICOM, an acronym derived from Service Compact with all Nigerians, speaks to a special social contract between the Federal Government through its institutions (Ministries, Department and Agencies) and the Nigerian people that ensures services are delivered in a courteous, prompt and efficient manner.
Speaking at the event, attended by staff of NCC, Adinde said the NCC has been living up to its expectation as one of the public institution that has continued to implement the Service Charter with all its various stakeholders. The Director Public Affairs stated that the digital economy drive of the Federal Government should mean that more services be delivered online to the people of Nigeria and in a more efficient manner in line with the philosophy of SERVICOM.
He said the NCC is an important partner of SERVICOM in its journey towards service delivery and excellence, and invited the participants to recall that fact in the passion and commitment of Prof. Danbatta in ensuring that telecom service providers deliver optimal service to varied categories of stakeholders.
“Therefore, from our perspective as regulator of the digital ecosystem in Nigeria, we feel that automation of service should be the next stage of service delivery. While we have started this journey with the example of REMITA, which has brought about a lot of efficiency and transparency into the payment remittances by public and Ministries, Department and Agencies (MDAs) of government,” Adinde stated.
On the implementation of the NCC Charter for SERVICOM, Adinde said the NCC boasts of one of the best and brightest brains that could be found in the public sector as civil servants, who are ingrained with good work ethics and culture. “Our staff are renowned for their warmth and geniality when dealing with internal and external stakeholders.
“They work as a team on the principle of achieving Specific Measurable, Achievable, Realistic, and Time-bound (SMART) objectives of the Commission,” he said.
Adinde also listed the roles of the Commission in collaborating with other MDAs in various ways, in order to achieve policy objectives of government in many fronts. He also highlighted a number of corporate social responsivity (CSR) projects of the Commission being implemented singly or jointly with other MDAs towards achieving the objective of government to serve the citizenry better.
As a further demonstration of the duty NCC owes telecoms consumers, whose interest must be protected in line with Nigerian Communications Act (NCA), 2003, Adinde said NCC created the Consumer Affairs Bureau in September 2001, to ensure consumer protection through policy development and monitoring, advocacy, as well as information and education of all shades of stakeholders.
“Consequently, NCC is one of the few MDAs that has a dedicated toll-free number, designed specifically for the escalation of issues between telecommunications service providers and consumers. We also constantly monitor the Quality of Service (QoS), ensuring that service delivery issues are within the acceptable key performance indicators (KPIs),” Adinde said.
Meanwhile, the National Coordinator/Chief Executive Officer of SERVICOM, Nnena Akajemili, in her remark at the event, commended NCC for contributing to the cultivation of effective communication between the Commission and its various stakeholders for improved service delivery.
Akajemili acknowledged the commitment of NCC towards facilitating major activities, even as she affirmed that the Commission had improved significantly in delivering its key regulatory functions.
Akajemili also observed that NCC went the extra mile in engaging its stakeholders as well as creating affinity between itself and its stakeholders.
Akajemili stated that she was particularly gratified by NCC’s contribution of 11.94 per cent to the nation’s Gross Domestic Product (GDP), based on the National Bureau of Statistics (NBS) report for the third quarter of 2021.
However, the SERVICOM Chief Executive beseeched the Commission sustain and expand on its collaboration with other Ministries, Departments and Agencies (MDAs) specifically in the area of data management, CSR, Value Added Services (VAS) and short codes, to enhance greater synergy among MDAs.
Bashir Bello, Head, Legislative and Government Relations, NCC and SERVICOM Nodal Officer at the Commission, said SERVICOM, as a service delivery initiative, requires everyone to put in his or her best in achieving desired objectives.
He emphasized the role of Management’s support, education, and commitment towards improving and consolidating the various SERVICOM interventions that had been initiated.
The event was attended by SERVICOM Team leads, departmental liaisons officers in the NCC, SERVICOM rapporteurs, and other staff of the Commission.
MTN Nigeria, has pledged the company’s renewed commitment to transparency and responsiveness in addressing customer concerns.
Karl Toriola, chief executive officer, MTN Nigeria,
Karl Toriola, chief executive officer, MTN Nigeria, stated this at the telecoms provider its first-ever Customer Engagement Day (CED) in Lagos.
Speaking during the event, Toriola fielded real-time questions from customers, responding to issues ranging from data quality to customer service gaps.
“We’ve invested heavily to build a network that delivers value for money. While data in Nigeria remains among the most affordable globally, our priority is quality and consistency that truly powers ambition. Today is about transparency: answering your questions, listening to your concerns, and showing that MTN is not just a service provider; we are a partner in your journey,” he said.
The company emphasised that the Customer Engagement Day was designed as an open forum for dialogue between MTN executives and customers.
The hybrid event, themed “We See You. We’re With You,” featured sessions on digital literacy, data usage, youth mentorship, and financial inclusion, aimed at improving subscriber experience and usage efficiency.
Ayham Moussa, chief operating officer, MTN Nigeria, in his opening remarks, highlighted the company’s long-standing connection with Nigerians, noting that its operations were built with input from ordinary citizens.
“When MTN began, it was built by people like you: engineers, entrepreneurs, everyday Nigerians. Today, we connect over 80 million people, and our focus remains simple: to stand with you in your hustle, support your ambitions, and make life easier. This journey is about listening, improving daily, and being a shield for homes and businesses across Nigeria,” he said.
A key session on Data Usage and Management offered participants practical guidance on how to manage and conserve data, with many customers raising questions about consumption patterns and transparency in billing.
Ugonwa Nwoye, chief customer relations & experience officer, MTN, stated, “We know how essential data is; it’s how we live, work, and connect. From parents streaming classes to small businesses on Zoom, we see your daily realities. That’s why we’re focused not just on providing data but on helping you use it better, with practical tools and tips that put you in control. We hear you, and we’re acting on what you’ve told us today.”
Onyinye Ikenna-Emeka, chief marketing officer of MTN Nigeria, reiterated the importance of continuous engagement: “Today has been about listening, learning, and connecting with you. We’ve heard your complaints, your ideas, and even your personal stories. From parents balancing their children’s needs to businesses working tirelessly online, be assured that we listen, we care, and we do. Your trust means everything to us, and we’re committed to turning today’s conversations into real actions.”
Ikenna-Emeka stressed that MTN Nigeria seeks to reposition itself not only as a telecom operator but also as a listening partner in the everyday lives of its subscribers.
The event also provided a platform for small businesses, young professionals, and digital creators to interact with MTN leaders during Speed Mentorship sessions, where they shared their goals and received guidance on navigating the digital economy, technology adoption, and entrepreneurial strategy.
Visitors engaged with various thematic lounges, including MoMo PSB, MTN’s fintech subsidiary, where tools for financial inclusion were showcased.
Other activities included a digital skills academy, interactive tech demonstrations, and a startup pitch challenge, reflecting MTN’s efforts to align services with evolving customer needs.
Airtel Africa Plc increased its capital expenditure in Nigeria to $39m in the second quarter of 2025, up 1.7 per cent from $38m in the same period last year.
According to the company’s financial statement the marginal increase highlights Airtel’s continued investment in its largest and most strategic market, despite a broader slowdown in group-level capital spending this quarter.
The Punch newspaper reported that the increase in capital spending by Airtel comes at a time when telecom subscribers are expecting tangible improvements in service quality, following a 50 per cent tariff adjustment approved by the Nigerian Communications Commission earlier this year.
It added that Telcos have begun to show signs of commitment to network upgrades, bolstered by the recent delivery of telecom equipment valued at $1bn.
“In Nigeria, capital expenditure for the quarter ended 30 June 2025 was $39m, compared to $38m in the same period last year,”.
According to the statement, the Group-wide capital expenditure stood at $121m in the three months ended June 30, representing a decline from the previous year, which the company attributed to timing differences in project execution.
However, Airtel maintained its full-year capex guidance at between $725m and $750m, indicating that more spending is anticipated in the coming quarters.
Capital expenditure, or Capex, refers to the funds used by a company to acquire or upgrade physical assets such as network towers, fibre infrastructure, and IT systems.
In Nigeria, the $39m spent during the quarter was likely directed toward expanding and modernising the operator’s mobile and broadband networks, enhancing service coverage and capacity in urban and rural areas.
MTN Nigeria Communications Plc has achieved a historic milestone, becoming the first listed company on the Nigerian Exchange Limited (NGX) to reach a market capitalization of ₦10 trillion, as its share price closed at ₦480 on Friday, August 1, 2025.
The telecommunications giant’s shares gained ₦8 or 1.69% during Friday’s trading session, pushing the company’s market value past the ₦10 trillion threshold.
This remarkable achievement comes just two days after MTN Nigeria released its stellar half-year 2025 financial results on Wednesday, which showed exceptional performance across all key metrics.
The timing is not surprising based on what was said in the company’s H1 results, which revealed a dramatic turnaround from losses to profitability.
The telecoms operator reported service revenue growth of 54.6% to ₦2.4 trillion, while EBITDA surged by 119.5% to ₦1.2 trillion with margins expanding significantly to 50.6%.
Most importantly, the company achieved a profit after tax of ₦414.9 billion, marking a stunning recovery from the loss of ₦519.1 billion recorded in the same period last year.
Speaking on the H1 2025 results that have driven investor confidence, Karl Toriola, CEO, MTN Nigeria, said: “We are excited by the progress made in the first half of 2025, reflecting the successful execution of the strategic priorities we previously communicated to the market.”
Toriola emphasized the company’s strong operational momentum, stating: “Building on the momentum from the first quarter, we delivered strong growth in service revenue for the period under review. This was driven by robust demand for our services, proactive customer value management and price adjustments, mainly in Q2.”
The CEO’s confidence in the company’s trajectory was evident in his commentary about future prospects.
“In light of the strong momentum in our business, we have upgraded our FY 2025 and medium-term guidance and we remain firmly on track to restore our balance sheet to a positive net asset position by the end of Q3,” Toriola declared.
This optimistic outlook, backed by upgraded financial guidance targeting service revenue growth of “at least low-50%” and EBITDA margin of “at least low-50%” for FY 2025, has clearly resonated with investors.
Toriola highlighted improving operating conditions that have supported the company’s performance: “The macroeconomic conditions in Nigeria showed notable improvements in the period under review, including a relatively stable naira, improved foreign exchange (forex) liquidity and easing inflationary pressures.”
He noted that “this backdrop helped to enable our improved business performance and set a more supportive context for increased long-term investments.”
The ₦10 trillion market cap milestone represents extraordinary value creation for shareholders.
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