By Osaigbovo Frank Okundia
The Edo State Ease of Doing Business (EoDB) Council has commended the Edo Specialist Hospital for integrating customer service and text message appreciation into its procedures. This initiative aligns with the state’s EoDB reforms by facilitating quick registration for first-time visitors and sending post-consultation feedback messages.
The commendation came during a recently held pivotal training session on Ease of Doing Business, at the One-Stop-Shop in the state’s secretariat complex. The event aimed to enhance the state’s business environment, bringing together key stakeholders and liaison officers from various ministries, departments, and agencies (MDAs).
The session featured notable experts including Kelvin Uwaibi, Managing Director of Edo State Investment Promotion Office (ESIPO) and Secretary of the Edo State EoDB Council; Edionwere Joel, Edo State Consultant on Investment Promotion; Nkem Muoghalu, EoDB Specialist; Austin E. Akhabue, Director of the EoDB Secretariat; and Osaze Ogbomo, Team Lead of the EoDB Secretariat. Bright Omorogbe, technical adviser for the Edo State SABER Program, also contributed significantly.
Participants shared experiences on successful reform implementations, discussing EoDB principles, key indicators, and metrics. The session also conducted a needs assessment for each MDA and explored the integration of SABER principles with EoDB, highlighting their synergy.
Kelvin Uwaibi emphasized the importance of continuous improvement in his address. “It is our duty to improve transparency and make it easier for businesses to thrive in Edo. This requires partnership and collaboration among MDAs,” he said. He also highlighted updating the central repository for business information, engaging the private sector, revising the electricity law, and implementing a 90-day action plan to improve the business environment and customer satisfaction.
Key recommendations included ESIPO’s involvement in all major programs across MDAs, making Service Level Agreements (SLAs) public, and collaborating on the automation of the Certificate of Occupancy (CofO) with the Edo State Geographic Information Service (EDOGIS) and Information Communication and Technology Agency (ICTA). The session also underscored the importance of revalidating reforms by the private sector and ensuring MDAs have active websites.
Edionwere Joel, Edo State Consultant on Investment Promotion, noted the importance of the role MDAs play. “The ease of doing business is not rocket science; it is our daily routine and appreciation of the role we play in getting things done,” he stated.
The workshop highlighted the significance of leveraging technology to streamline government processes, prioritizing support for medium enterprises, and focusing on customer satisfaction. Recommendations included regular customer service training and establishing a response team for prompt issue resolution.
Nkem Muoghalu, EoDB Specialist, emphasized communication’s critical role in improving public perception of business reforms. “Liaison officers must conduct needs assessments for their MDAs and strengthen collaboration to improve information sharing,” she advised.
A comprehensive communication strategy to inform citizens about government initiatives was deemed crucial, along with implementing data-sharing systems akin to Estonia’s for efficiency. Ministries were urged to maintain updated websites and social media pages to ensure effective information dissemination.
In a move to improve communication with businesses, using WhatsApp as an operational tool was suggested due to limited email usage among businesses. Linking all social media handles to MDA websites, sending all data to the EoDB secretariat, and ensuring clear signage for each MDA were additional action points.
The training session was a resounding success, providing a platform for strategic discussions and actionable recommendations to enhance Edo State’s business environment. The workshop reinforced the importance of public-private collaboration and the need for continuous improvement in service delivery to position Edo State as a leading business destination in Nigeria.
