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INTEGRATED CHARTER
1.0 INTRODUCTION
The Nigerian Airspace Management Agency (NAMA), was established by Act No. 48 of 1999 of the Federal Republic of Nigeria, to
develop the Nigerian Airspace to a level consistent with the requirements of the International Civil Aviation Organization’s (ICAO)
Standards and Recommended Practices (SARPS). The Agency therefore is saddled with the provision of Air Traffic Management to
ensure safe, efficient, expeditious and economic flight operations.
2.0 PURPOSE OF NAMA SERVICE CHARTER
NAMA Service Charter is a promise by NAMA to address the challenges of corrupt practices and inefficiency in the system. The
Charter is intended to display the promises upon which customers can:
o Expect quality service delivery
o Demand their rights to good service
o Have recourse when service delivery fails;
o Actively be involved in the service delivery programme.
3.0 VISION STATEMENT
To be one of the leading Air Navigation Service Providers (ANSP) in the world.
4.0 MISSION STATEMENT
To provide safe, efficient, effective and economic Air Navigation Services to airspace users, through deployment of new
technology and dedicated workforce.
5.0 OBJECTIVES
In order to achieve its mission, the Agency has set the following objectives:
Page 2 of 176
5.1 To continue to provide safe and functional air navigation services that will meet international standards.
5.2 To increase the capacity of Air Traffic Control Management in order to manage the increasing air traffic volume and
simultaneously reduce delays without infringing on prescribed safety standards.
5.3 To reduce cost for users.
6.0 SERVICES RENDERED AND STANDARDS
The Agency provides:
Efficient air traffic management in Nigeria.
Aeronautical telecommunication services.
Meteorological information for the purpose of air navigation.
Aeronautical information for the purpose of flight operations.
Alerts and co-ordinates the implementation of Aeronautical Search and Rescue.
Services are provided on a 24 hour basis in all the major airports.
Our services are provided in line with International Civil Aviation Organization’s (ICAO) Standards And Recommended
Practices (SARPs)
7.0 STATEMENT OF SERVICES TO BE PROVIDED AS A RIGHT
7.1 Aerodrome Control Services.
7.2 Approach Control Services.
7.3 Terminal Radar Control Services
Page 3 of 176
7.4 Area/ Airways Procedural Control
7.5 Area Radar Control Services
7.6 Flight Information Services
7.7 Alerting Services – Advisory Service
7.8 Aeronautical Telecommunication Services, Aeronautical Information Services.
8.0 MECHANISM FOR MONITORING PERFORMANCE
8.1 The Agency undertakes periodic proficiency checks of personnel to ensure accuracy in aviation development (Once in two
years).
8.2 Carries out periodic safety audit checks of equipment (hardware) and air navigation procedures (software).
8.3 Report of Air Traffic Service (ATS) incidents are investigated and the results are published and disseminated to concerned
parties (depending on the occurrence).
8.4 Publish details of service excellence and/or failures in the in-house journal of the Agency on a quarterly basis.
8.5 Publish safety policies and Safety Management Manuals for the Agency (periodic/yearly review if there are changes).
9.0 NAMA CUSTOMER CARE POLICY
The Customer Service Policy of the Nigerian Airspace Management Agency is the foundation for all staff interactions with the
general public in the light of the standards outlined below:
Customers are to be treated politely, promptly and with helpful attention.
Staff members are familiar with Agency’s policies and services and are able to articulate and explain the rationale behind
them.
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Deliver timely quality services with courtesy, sensitivity and minimum delay according to set standards.
10.0 DEFINING STANDARDS
Our standards are defined by our customers so that we deliver the best care to them. We will:
Regularly ask for their opinions on our services
Use these opinions to improve the quality of the services we provide
Be conscious of our communication style (i.e; audible voice, maintain eye contact when speaking to someone, tone of
voice) and communicate in a professional manner
11.0 LIST OF NAMA CUSTOMERS
INTERNAL CUSTOMERS
Federal Ministry of Aviation
NAMA Board
NAMA Management
Staff of NAMA
EXTERNAL CUSTOMERS
Airline Operators
Aviation equipment manufacturers/Suppliers
Federal Airports Authority of Nigeria (FAAN)
Nigerian Civil Aviation Authority (NCAA)
• Nigerian Meteorological Agency (NIMET)
Page 5 of 176
• Nigerian College of Aviation Technology (NCAT)
• The Flying Public
• The Nigeria Customs Service (NCS)
• The Nigeria Air Force (NAF)
• The Nigerian Navy (NN)
• The Nigeria Immigration Service (NIS)
• The Nigerian Army (NA)
• The State Security Service
• Power Holding Company of Nigeria (PHCN)
• Central Bank of Nigeria (CBN)
• Nigeria Police Force (NPF)
National Emergency Management Agency (NEMA)
Nigerian Maritime Administration and Safety Agency (NIMASA)
Aircraft Handling Companies
• Oil Companies in Nigeria
Federal Ministry of Agriculture
Federal Ministry of Works and Housing
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Financial Institutions
Accountant General of the Federation
Auditor General of the Federation
Ministry of Aviation Resident Auditors
Agency’s External Auditors
International Organizations
Advertising Agencies/Publication Companies.
Media Houses (Print & Electronics)
Relevant Government Agencies
Industry Stakeholders
Travel Agencies
Embassies and High Commissions
Stock Verifiers
National Assembly Commission
Training consultants
Project Consultants
Pension Fund Administrators
Page 7 of 176
Contractors
Consultants
Builders
Fluid & Hydraulic Expatriates
Developers
Cleaning outfits
Security outfits
State Airports
Federal Inland Revenue Services (FIRS)
• Federal Ministry of Agriculture
• Rural and Urban Nigerians
• Contiguous FIRS
• EUROCONTROL
• BELGOCONTROL
Port Health Services (FMH)
• National Geospatial Intelligence Agency (Germany)
• European Aeronautical Services
• SAS Flight Support Inc.
Page 8 of 176
• Royal Airforce England
• Lufthansa Aeronautical Services
• Jespersen GMBH
12.0 SERVICE PROVISIONS OF NAMA
S/N PRINCIPAL
SERVICE
ROLE /DIVISION
UNIT
RESPONSIBLE/
STAFF
/CONTACT/
DETAILS
(EMAILS,PHONE
NUMBER)
SERVICE
AVAILABILITY
/ QUALITY/
STANDARD/
TURN-
AROUND TIME
FOR DELIVERY
CUSTOMERS
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE SERVICE
LEGAL/OTHER
REGULATIONS TO
BE COMPLIED
WITH
FEES/
CHARGES
FOR SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMNACE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNI-
CATION REPORT
ON (KEY
PERFORMANCE
INDICATORS)
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITIES (HOW
COMPLAINTS/CON
FLICTS WILL BE
DEALTH WITH)
1 Efficient Air
Traffic
Management
in Nigeria
Aerodrome
Control
Services
Approach
Control
Services
Terminal Radar
Control
Services
Procedural Air
Traffic
Controller with
Aerodrome
Rating
gmatcops@na
ma.gov.ng
Within 24
hours
Reports/feedback
from ATC Units
Nationwide
ICAO Doc 9426
ATC UNITS
design and
Ergonomics;
NCAR
Through
NAMA Head
quarters’
Commercial
Department
Delivery of items
within agreed
timeframe
(usually 24 hours)
Efficient
Ergonomic and
environment for
ATCOs.
A continuous
review and
inspection of ATC
facilities on a
regular basis.
Page 9 of 176
Area/Airways
Procedural
Control
Area Radar
Control Service
Alerting
Services
Advisory
Service
2 Processing and
granting of
Clearance
/Permits for Ad-
hoc, non-
schedule
operations
DGM Aircraft
Clearance
Office.
Email:
namaaircraftcl
earance@gma
il.com or
namaaircraftcl
earance@nam
a.gov.ng
95%
Customer is
expected to
submit all the
necessary
documents
required to
facilitate the
approval and
granting of the
required
Clearance/Permit
and on time too.
ICAO Standards
and
Recommended
Practices as
domesticated in
Nigerian civil
Aviation
Regulations.
Fees/
Charges are
administered
using the
Standard
Procedure
and Billing
rates
approved by
NCAA. The
Commercial
Department
has the
Template.
95% Availability Daily
Reports/Assessm
ent from our
Customers show
the Service
Delivery is very
excellent and
the E-Clearance
Portal very
effective.
All complaints
pertaining our E-
Clearance Portal
from the
Customers are
always being
addressed by the
NAMA ICT Dept.
that is up and
doing in ensuring
a seamless service
delivery. In
addition, there is a
Complaint
/Service Log kept
in the office
where every
customer logs in
His/her
complaints/Com
mendation. Any
complaints
Page 10 of 176
received is always
treated with
dispatch.
3 e-Flight Plan ATS Reporting
office
Email:
gmais@nama.
gov.ng
Within 24
hours at
Major
Airports,
other Airports
based on
hours of
operation.
Proper and timely
filling of flight plan
ICAO DOC.
8126, 7910 AND
4444.
Not
applicable
As many as
possible in
accordance
with ICAO
standards and
Recommended
practices
Corrupt
erroneous, late
or missing flight
plan can
potentially
affect the safety
of Air
Navigation.
Post Flight
Information Report
is channeled to
appropriate
quarters.
4 E-NOTAM is a
notice filed
with an
aviation
authority to
alert aircraft
pilots of
potential
hazards along
a flight route or
at a location
that could
affect the
safety of the
flight. ...
International
NOTAM OFFICE
(NOF)/Centres
Email:
gmais@nama.
gov.ng
Timely
provision of
integrated
Aeronautical
Information
Package
(IAIP)
Feedback from
Customers.
Subscription on to
AIS products such
as AIP and
CHARTS.
ICAO Standards
and
recommended
Practice
Not
Applicable
High quality
standard in
syntax and
semantics
verification for
the safety,
regularity,
efficiency and
economic Air
Navigation in
accordance
with ICAO
standards and
Recommended
Practices.
Through the
implementation
of Area
Navigation
(RNAV).
Performance
Based
Navigation
(PBN) and Data
Link System.
Corrupt
erroneous, late
or missing
aeronautical
data can
potentially
affect the safety
of Air
Navigation.
Through quality
control and
qualitative system.
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5 Aeronautical
information
publication
(AIP) – It
contains
details of
regulations,
procedures
and other
information
pertinent to
the operation
of aircrafts in a
particular
country to
which it
relates.
Publication
Email ;
gmais@nama.
gov.ng
AIRAC Dates Subscription and
purchase
ICAO Standard
recommended
Practice
Standard
rates
In compliance
with AIRAC
Dates and ICAO
SARPS.
Aeronautical
Information of a
lasting character
essential to air
navigation is
issued by or with
the authority of
a State.
Through quality
control and
qualitative system
6 Maps and
Charts
Aerodrome
survey
Enroute chart
(ICAO)
Survey Unit
gmaerocharts
ervices@nama.
gov.ng
12 weeks Evidence of
payment
ICAO DOC 9674 N30 Million
Naira
Report
Aerodrome,
Approach
Charts
Customer to GM
7 Conventional
and
Performance
Based
Navigation
Procedures,
Airspace
Planning (GM
or as directed
by him)
gmairspacepla
Available
within the
time frame
set by
NCAA/NAMA
NIL
Necessary
approval from
NCAA
Not
Applicable
ICAO/NCAA
Standard
Efficient air
space utilization/
cost saving
measures for
airlines
Corrections and
amendments will
be dealt with
immediately as
reported
Page 12 of 176
point in space
procedures.
Periodic
obstacle
evaluation ATS
routes
ov.ng
8 Alerting, co-
ordination and
imple-
mentation of
Aeronautical
Search and
Rescue
Search and
Rescue
Department
Directorate:
Operations
Prompt
notification to all
relevant Aero SAR
stakeholders
Maintain and
update
database of all
available SAR
equipment.
Conduct
physical
verification of
services
Effective checklist
Drills and
exercises.
9 Transmission
and reception
of ATS
messages
through Radio
telephony,
digital and
Data
Communica-
tion systems
among airports
and between
ICAO
Aeronautical
Communica-
tion Centres at
designated
airports.
EMAIL:
gmcomms@na
ma.gov.ng
Prompt
transmission
of the filed
aeronautical
messages to
their
appropriate
addresses.
Acknowledgeme
nt of receipt and
timely dispatch of
the message to its
addressee(s).
In accordance
with ICAO
Standard and
recommended
practices
(SARPs) (CAO
Annex 10 and
ICAO transit time
criteria.
Not
applicable
Optimal
standard for
safety of air
navigation in
compliance with
ICAO Standard
and
Recommend
Practices
(SARPS)
Communication
system
equipment and
periodic checks
on channel
check
transmission.
Through daily and
monthly service
message by
competent
supervisor.
Page 13 of 176
Contracting
States.
10 Provision of bills
and invoices
for services
rendered to
Domestic
Scheduled
and Non-
scheduled
Airline
operators on
receipt of flight
data AD16)
daily and
weekly for all
Airports.
Domestic
Billing Unit HOU
Email:
gmcommercia
g
Process bills
electronically
using the Air
Traffic Data
(AD16)
received
from ATC
outstations,
monthly bills
and invoice
to Domestic
operators
on/or before
30th of the
succeeding
month.
Prompt settlement
of bills within 30
days of receipt of
invoice.
Qualitative flight
data (AD16)
NAMA Act of
1999, NAMA
billing Manual
AIP
Enroute and
Terminal
Navigation
Charges for
domestic
Operations.
Accurate
monthly bills and
invoices for
payments. Zero
tolerance for
error and
meeting the
turnaround time.
Dedicated staff,
positive and
sustained
relationship with
the Airlines
Aggressive debt
recovery.
Weekly and
monthly reports.
Reconciliation
with Airlines.
11 Monitoring and
Evaluation
SERVICOM
Department
Email:
servicom@nam
a.gov.ng
24/7 Ensure that clients
oblige to our rules
and regulations.
SERVICOM
Mandate/
Executive orders
Not
applicable
Ensure our clients
get the best
services they
deserve in an
effective and
timely manner.
Feedback from
customers via
Email, phone
call and S.M.S.
Continuous
monitoring and
report to the
General Manager
for further
recommendation
to Management.
Page 14 of 176
13. 0 OBLIGATIONS OF:
CUSTOMERS
Pay promptly all charges for services received.
Provide reliable and timely information relating to their operations
Refrain from any unethical arrangement either with staff of the Agency or with any third party in relation to transactions.
Display courtesy in dealing with NAMA staff.
In seeking redress for service failure, adopt the prescribed complaint procedures.
STAFF
Discharge responsibilities with high level of professionalism
Act with utmost respect and cordiality.
Speedy response to customer’s needs.
Attend to customers’ request within 48 hours.
Provide guidance and assistance to customers where necessary.
NAMA MANAGEMENT
Setting safety standards and policies for operation.
Allocation of sufficient resources to the various departments of the Agency
Training and retraining of staff at all levels.
Provide necessary enabling environment to staff
Motivate staff for high performance
Early approval directives.
Recognise and reward outstanding performance and high quality service delivery.
14.0 COMPLAINTS/GRIEVANCE REDRESS MECHANISM
We shall redress grievances and complaints in a timely and responsible manner through the following offices:
Page 15 of 176
The MD/CEO – 08150400005, 08035662020
The Nodal Officer/General Manager SERVICOM – 08033322340, 08055096217
The Deputy Nodal Officers- 08091542777, 08024190322, 08055096220
The Charter Desk Officer - 08023583221
The Complaints Desk Officer- 08033048548
The Service Improvement Officer - 08055096223
Offices of Airspace Managers located at the various airports in Nigeria
Through NAMA WEBSITE: www.nama.gov.ng and e-mail address: [email protected]; [email protected]
The office of the Complaints Desk Officer (SERVICOM) shall require clients to provide full and complete information on
grievances/complaints. Complaints can be lodged through the following procedures: - in person, in writing or through e-mail.
A maximum of two (2) working days shall be required to acknowledge and dispose of the complaint from clients and the
public.
We have provided complaints/suggestion boxes at designated places within the Agency. The SERVICOM Office of NAMA
shall on a daily basis access these boxes and promptly respond to complaints/grievances therein within 24 hours and ensure
that useful suggestions are implemented promptly.
Air Traffic Services Incidents: By their nature, grievances arising from Air Traffic Services incidents have to be referred to the Air
Traffic Services Incident Investigation Panel (ATSIP), membership of which includes representatives of stakeholders in the
aviation industry and has been set up to investigate reports filed by Airlines, Pilots, Air Traffic Controllers and other airspace
users. The Panel should normally conclude its investigation and send its findings to the complainant, the appropriate Regional
office of the International Civil Aviation Organization (ICAO) and International Air Transport Association (IATA) within a period
of three (3) months.
15.0 POSITIVE FEEDBACK AND SUGGESTIONS FOR IMPROVEMENTS
Page 16 of 176
We always welcome and value positive feedback too. If you have enjoyed a positive experience from a particular service or
member of staff from NAMA, or have any suggestions for further improvements, we would like to hear from you.
16.0 STAKEHOLDERS’ PARTICIPATION IN SERVICE DELIVERY
Meets quarterly with the Armed Forces on Nigeria’s international obligations as they relate to civil and military co-ordinations.
Maintains permanent liaison between the civil Air Traffic Services unit and all relevant air defence units to ensure the daily
integration or segregation of civil and military air traffic operating within the same or immediate adjacent portions of the
Nigerian airspace employing civil or military radars as necessary.
Co-operate with FAAN, NCAA, NEMA, Navy, Air Force, Police, Immigration, Customs, etc for purposes of aeronautical search
and rescue services.
Hold regular consultations with airline operators, Pilots and other stakeholders on issues affecting safe air traffic operations,
e.g. airspace redesign, introduction of new airspace procedure.
Meets biannually with stakeholders to evaluate, analyse and draw up modalities on service improvement.
17.0 NAMA EXISTING LIMITATIONS
Weather – NAMA receives weather report from NIMET and passes it to other airspace users.
Temporary closure of aerodromes due to VIP movements and other operational reasons are beyond the scope of ATC.
Two-way communication is often unreliable as communication equipment are sometimes erratic.
Interconnectivity between ATS units nationwide may fail at the time of need.
The professional staff strength is inadequate.
Power supply is often erratic and poses a great threat to safe operations.
Absence of organizational culture to make our environment safety conscious.
Inadequate office space/ furniture and inadequate cooling systems.
Non Automation of AIS in all her functions
Shortage of specific equipment in relevant areas example AIP management systems, NOTAM and briefing facilities.
Lack of regular departmental staff training and retraining in order to meet up with its counterpart in other part of the world.
Insufficient funding for operations
Inadequate /Insufficient operational, patrol vehicles
Page 17 of 176
Insufficient Operational communication between users and providers.
Inadequate working tools/equipment (hardware/software)
Inadequate recognition cum reward
Proper first aid treatment for staff
Inadequate funds on the part of the agency to independently carry out the development of their landed properties
Navigation and Landing Aids malfunction and power outages.
Limited access to information and exposure to key areas of operation.
Lack of E-Library and ill-equipped Library
18.0 CHARTER REVIEW
This Charter as is set out is by no means conclusive and shall continuously be subject to review and improvement taking into account
customer feedback. Printing and publication will be within a two year period.
19.0 SOME AVIATION RELATED ACRONYMS
TERM DEFINITION
AFTN AERONAUTICAL FIXED TELECOMMUNICATION NETWORK
AIS AERONAUTICAL INFORMATION SERVICES
ANRs AIR NAVIGATION REGULATIONS
ATC AIR TRAFFIC CONTROL
ATNS AIR TRAFFIC NAVIGATION SERVICE
ATS AIR TRAFFIC SERVICES
Page 18 of 176
ATN AERONAUTICAL TELECOMMUNICATION NETWORK
BASA BILATERAL AIR SERVICES AGREEMENT
CNS COMMUNICATION, NAVIGATION SURVEILLANCE
DME DISTANCE MEASURING EQUIPMENT
FAAN FEDERAL AIRPORTS AUTHORITY OF NIGERIA
FMA FEDERAL MINISTRY OF AVIATION
ICAO INTERNATIONAL CIVIL AVIATION ORGANIZATION
IATA INTERNATIONAL AIR TRANSPORT ASSOCIATION
HR HUMAN RESOURCES
ICT INFORMATION AND COMMUNICATION TECHNOLOGY
ILS INSTRUMENT LANDING SYSTEM
LB LOCATOR BEACON
NAMA NIGERIAN AIRSPACE MANAGEMENT AGENCY
NAVAIDS NAVIGATIONAL AIDS
NCAA NIGERIAN CIVIL AVIATION AUTHORITY
NCAT NIGERIAN COLLEGE OF AVIATION TECHNOLOGY
NDB NON DIRECTIONAL BEACON
Page 19 of 176
NEMA NATIONAL EMERGENCY MANAGEMENT AGENCY
NIMET NIGERIAN METROLOGICAL AGENCY
NOTAM NOTICE TO AIRMEN
SAR SEARCH AND RESCUE
SARPs STANDARD AND RECOMMENDED PRACTICES
SES SAFETY ELECTRONICS SERVICES
VOR VERY HIGH FREQUENCY OMNI-DIRECTIONAL RADIO RANGE
VSAT VERY SMALL APERTURE TERMINAL
ANSP AIR NAVIGATION SERVICE PROVIDER
ATM AIR TRAFFIC MANAGEMENT
ATAS AIR TRAFFIC AUTOMATION SYSTEM
ATMS AIR TRAFFIC MANAGEMENT SYSTEMS
CPDLC CONTROLLER PILOT DATA LINK COMMUNICATION
GNSS GLOBAL NAVIGATION SURVEILLANCE SYSTEM
GPI GLOBAL PLAN INITIATIVE
Page 20 of 176
20.0 NAMA SERVICOM COMMITTEE MEMBERS’ EMAIL ADDRESSES AT THE VARIOUS AIRPORTS IN NIGERIA
S/NO DESIGNATION EMAIL
1 ASM MMIA LAGOS [email protected]
2 ASM ABUJA [email protected]
3 ASM PORT-HARCOURT [email protected]
4 ASM MAKIA KANO [email protected]
5 ASM CALABAR [email protected]
6 ASM ENUGU [email protected]
7 ASM AKURE [email protected]
8 ASM YOLA [email protected]
9 ASM ZARIA [email protected]
10 ASM IBADAN [email protected]
11 ASM ILORIN [email protected]
12 ASM MAIDUGURI [email protected]
13 ASM MINNA [email protected]
14 ASM UYO [email protected]
15 ASM OWERRI [email protected]
16 ASM ASABA [email protected]
Page 21 of 176
17 ASM KATSINA [email protected]
18 ASM JOS [email protected]
19 ASM SOKOTO [email protected]
20 ASM BAUCHI [email protected]
21 ASM BENIN [email protected]
22 ASM KADUNA [email protected]
23 ASM GOMBE [email protected]
24 ASM DUTSE [email protected]
25 ASM KEBBI [email protected]
26 ASM OSUBI [email protected]
27 ASM EKET [email protected]
28 ASM FORCADOS [email protected]
29 ASM BONNY [email protected]
21.0 DEPARTMENTAL LOCAL CHARTER
The Nigerian Airspace Management Agency (NAMA) is the aviation parastatal in Nigeria bestowed with the responsibility for Air
Traffic management within the Nigerian Airspace. The Agency is present in twenty seven (27) Airports, five (5) aerodromes, and (9)
en-route stations nationwide and has 34 departments through which services are rendered to her esteemed customers.
Page 22 of 176
ATC OPERATIONS DEPARTMENT
1.0 INTRODUCTION
The Air Traffic Control (ATC) Operations department is responsible for the overall Air Traffic Control Operations within the Nigerian
airspace. It interprets and applies the ICAO (International Civil Aviation Organization) Standards and Recommended Practices
(SARPS) in its daily operations. It formulates policies in respect of air traffic control and ensures implementation of such policy matters
through directives to the field operators.
2.0 MISSION STATEMENT
To ensure safe, expeditious, efficient and cost effective ATC operations that would meet the satisfaction of all users of the Nigerian
Airspace.
3.0 SERVICE PROVISION FOR ATC OPERATIONS DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/CONTACT
DETAILS (EMAIL)
SERVICE
AVAILABILITY
/ QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/
OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVE/
QUALITATIVELY
COMMUNICATION/
REPORT ON
PERFORMANCE
(KEY PERFORMANCE
INDICATORS/OUTC
OMES OR IMPACTS)
MONITORING
ACTIVITY
(HOW
COMPLAINTS/
CONFLICTS
WILL BE
DEALT WITH)
1 Provision of
Air Traffic
Services
(Aero-
drome
Control)
Aerodrome
Control Service by
Aerodrome
Procedural Air
Traffic Controller
with Aerodrome
Rating License (A).
Supervision of
services provided in
Ensuring Safety.
Email:
Shift Duty
/watch
Subject to
Airport Hours of
Operation
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Nigerian Civil
Aviation
Regulation /
ICAO
standards,
recommend
ed practices
and Annexes
and other
relevant
Aviation
Standard
Navigational
charges
computed
by
Commercial
department
Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM ATC
(Operation);
Air Traffic
Operations
Managers&
Quality
Assurance
Managers for
local
Administration
in consonance
Page 23 of 176
ov.ng
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
trainings
documents
ie; 4444
ATM
Operations
Manual
with ICAO just
culture as
imbibed by
NAMA;
Supervisors;
Watch Leaders
with higher
years of
Ratings,
2 Provision of
Air Traffic
Services
(Terminal
Approach
Control)
Terminal Approach
Procedural Control
Service by Air Traffic
Approach
Procedural
Controller with
Approach service
procedural rating
License (B)
Shift Duty
/watch
Subject to
Airport hours of
Operation
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
trainings
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
and other
relevant
Aviation
documents
ie;4444
ATM
Operations
Manual
Standard
Navigational
charges
computed
by
Commercial
department
Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM ATC
(Operations);
Air Traffic
Operations
Managers,
Quality
Assurance
Managers for
local
Administration
in consonance
with ICAO just
culture as
imbibed by
NAMA;
Supervisors;
Watch Leaders
with higher
years of
Ratings
3 Provision of
Air Traffic
Services
(Terminal
Radar
Control)
-Terminal Approach
Radar Control
Service by Radar Air
Traffic Controller
with terminal
Approach Radar
service rating
License (C).
Shift Duty
/watch
Subject hours
of Operation
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
and other
Standard
Navigational
charges
computed
by
Commercial
department
Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM ATC
(Operations);
Air Traffic
Operations
Managers,
Quality
Assurance
Managers for
local
Page 24 of 176
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
trainings
relevant
Aviation
documents
ie;4444,
manual of
Operation
Administration
in consonance
with ICAO just
culture as
imbibed by
NAMA;
Supervisors;
Watch Leaders
with higher
years of
Ratings,
4 Provision of
Air Traffic
Services
(Airways
Procedural
Control)
-Area Airways
Procedural Control
by Area Airways
Controller (D).
(En-route
Separation of
Aircraft to avoid
collision)
Shift Duty
/watch
Hours of
Operation
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
trainings
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
and other
relevant
Aviation
documents
ie;4444
ATM
Operations
Manual
Standard
Navigational
charges
computed
by
Commercial
department
Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM ATC
(Operations);
Air Traffic
Operations
Managers&
Quality
Assurance
Managers for
local
Administration
in consonance
with ICAO just
culture as
imbibed by
NAMA;
Supervisors;
Watch Leaders
with higher
years of
Ratings,
5 Provision of
Air Traffic
Services
(Airways
Radar
Control)
-Area Airways
Radar Controller by
Radar Controller (E).
Shift Duty
/watch
Hours of
Operation
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
Standard
Navigational
charges
computed
by
Commercial
department
Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM ATC
(Operations);
Air Traffic
Operations
Managers&
Quality
Assurance
Page 25 of 176
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
trainings
and Annexes
and other
relevant
Aviation
documents
ie;4444
Managers for
local
Administration
in consonance
with ICAO just
culture as
imbibed by
NAMA;
Supervisors;
Watch Leaders
with higher
years of
Ratings,
6 Provision of
Air Traffic
Services
(Specialist
Service)
Airspace
Planning
-Instrument
Approach Design
by Air Traffic
Controller.
- PBN Procedures
- State weather
minima
Federal
Government
Published hours
of
administrative
duty (8-4pm),
excluding call
duties
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
specialist
trainings
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
and other
relevant
Aviation
documents
ie;4444
Manual of
operations
No charges
for Federal
government
Aerodromes.
Standard
prices for
state and
private
Aerodromes
Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM (Airspace
Planning);
Team Leader
(Deputy
general
Manager)
7 Provision of
Air Traffic
Services
(Specialist
Service)
-Search and
Rescue/CMC by Air
Traffic Controller
Federal
Government
Published hours
of
administrative
duty (8-4pm),
excluding call
duties
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
No charges Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
General
Manager
(SAR/CMC)
with ATCOs
trained
adequately for
the provision of
SAR
Page 26 of 176
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
specialist
trainings
and other
relevant
Aviation
documents
ie;4444
Manual of
operations
8 Provision of
Air Traffic
Services
(Specialist
Service)
-Airspace Design by
Air Traffic Controller.
ATS Route Creation
Airspace Planning
Federal
Government
Published hours
of
administrative
duty (8-4pm),
excluding call
duties
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
specialist
trainings
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
and other
relevant
Aviation
documents
ie;4444
Manual of
operations
Chart sales
through
Aeronautical
Information
Service(AIS)
At standard
Price
Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM (Airspace
Planning);
Team Leader
(Deputy
general
Manager); with
ATCOs
adequately
trained
9 Provision of
Air Traffic
Services
(Specialist
Service)
-Safety
Management
System (SMS)
Federal
Government
Published hours
of
administrative
duty (8-4pm),
excluding call
duties
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
and other
relevant
Aviation
documents
No charges Flight Safety /
Error & system
failure
prevention
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
General
Manager
(SMS); Team
Evaluations of
Incidences/
Accidents
Page 27 of 176
Requisite
ATCOs
specialist
trainings
ie;4444
Manual of
operations
10 Provision of
Air Traffic
Services
(ATS
Administrati
on)
Air Traffic Services
Administration
Federal
Government
Published hours
of
administrative
duty (8-4pm),
excluding call
duties
Payment of
appropriate
Navigational
Charges/
VHF Radios;
Navigation
Equipment;
Radar
Equipment;
Aldis Lamb;
Binoculars,
etc.;
Requisite
ATCOs
specialist
trainings
Nigerian Civil
Aviation
Regulation/
ICAO
standards,
recommend
ed practices
and Annexes
and other
relevant
Aviation
documents
ie;4444, 9426
etc.
Charges
arising from
other services
in line with
NAMA Act.
Flight Safety /
Error & system
failure
prevention; ATC
personnel
Management
System Evaluation;
Incident/Accident
evaluation; Just
culture Model:
Engineering, Human
factors & Legal.
GM (ATC
Operations)
with
Operational
highly skilled
ATCOs
4.0 MECHANISM TO MONITOR PERFORMANCE
4.1 General Application:
A more experienced ATOM (the Air Traffic Operation Manager) oversees the overall ATC operations in a particular aerodrome and
monitors the communication frequencies with a portable VHF radio to ensure high operational standards. While a watch supervisor
who is normally a more experienced and most senior ATCO manages the ATC Services being provided by various ATC Teams.
Similarly, General Managers (Licensed and Experienced Senior ATCOS) at the Headquarters also monitor some selected
communication frequencies.
4.2 Publishing Arrangements
i. Each control position or ATC Unit has a log-book wherein details of minute-by-minute occurrences are recorded in a
chronological order including air traffic incidents, air-safety reports, incidents of indiscipline or equipment failure, severe weather
occurrences etc.
Page 28 of 176
ii. Special reports on air traffic incidents are however made and sent first to the ATOM (Air Traffic Operations Manager), then to
the ASM (Airspace Manager) and eventually to the Headquarters. These are analysed and reviewed by a body known as Air Traffic
Services Incidents Investigation Panel (ATSIP), documented and results published and circulated to all concerned including ICAO as
well as to concerned stakeholders.
iii. Other reports requiring administrative attention are channelled accordingly for proper attention to be given to them.
iv. Equipment status reports are published daily in all stations and sent to Headquarters for necessary attention
v. Monthly reports from the stations to Headquarters reflect operational status of facilities, including aircraft and passenger
movements in all the stations.
5.0 OBLIGATIONS OF CUSTOMERS
Display courtesy in dealing with NAMA Staff.
In seeking redress for service failure adopt the prescribed complaints procedures.
Provide adequate, correct information and genuine prescribed supporting document(s) when applying for our services.
5.1 NAMA ATC STAFF
All NAMA ATC staff must exhibit high level of professionalism, be firm in enforcing safety standards, courteous, responsive,
reliable, and competent in dealings with customers - Pilots (The Airspace users)
5.2 NAMA MANAGEMENT OBLIGATION
Appreciate and reward quality service delivery, efforts and results.
6.0 FEEDBACK/COMPLAINTS/GRIEVANCE REDRESS MECHANISM
• Safety assurance is our primary duty
• All NAMA customers – airline operators, pilots, NCAA, FAAN, NIMET and others shall be treated with dignity.
• Any aggrieved customer shall be adequately attended to in order to meet customers’ expectation.
• Complaints relating to air traffic operations shall be addressed promptly. Others relating to air traffic incidents reports and
other administrative lapses shall be addressed within two (2) weeks. Complaints redress procedure shall be published and
made available at all service points.
Page 29 of 176
All Complaints shall be directed to the following Officers: MD/CEO; Nodal Officer/General Manager SERVICOM, NAMA
Headquarters; [email protected] and Airspace Managers at the various Nigerian airports. Complaints can be lodged
through the following procedures: - in person, in writing or through e-mail.
Page 30 of 176
ATC STANDARDS DEPARTMENT
1.0 INTRODUCTION
The department of ATC Standards is responsible for interpreting and ensuring strict compliance with international civil Aviation
Organizations’ (ICAO) Standards and Recommended Practices (SARPS) for effective provision of Air Traffic Control
Management within the Nigerian airspace.
2.0 MISSION STATEMENT
To ensure strict compliance with ICAO SARSPs, NCAR and other relevant rules and regulations in daily Air Traffic Management
Operations. To also ensure that all ATM technical equipment, tools and consumables including the ATC work environment are in
conformity with the requirements as contained in ICAO Doc.4444 and Doc. 9426.
3.0 SERVICES RENDERED
Ensuring that our field operations conform to the ICAO (International Civil Aviation Organization) Standards and Recommended
Practices (SARPS) as a baseline in all ATM procedures and processes;
Ensuring strict compliance with the Nigerian Manual of Air Traffic Control Instructions (MATCI) and the Local Air Traffic Control
Instructions (LATCI) of the aerodrome concerned;
Ensuring that ATCOS at various Airports adhere strictly to the standard operating procedures of their respective aerodrome in
handling emergencies and unusual traffic/conflict occurrences;
Ensuring that ALL ATM Technical tools, equipment and consumables conforms with the requirements in Doc 9426 and NCAR
Part 2 and 14;
Ensuring that the ATC work environment are conducive and satisfy published ergonomic requirements and also in conformity
with provisions in ICAO Doc. 9426, Doc. 4444 and NCAR Part 14.
SERVICE PROVISIONS OF ATC STANDARDS S/N PRINCIPAL
SERVICE
ROLE/ DIVISION
(UNIT)
RESPONSIBLE /
STAFF /
CONTACT
DETAILS (EMAIL)
SERVICE
AVAILABILITY/
QUALITY
STANDARD /
TURN
AROUND TIME
FOR DELIVERY
CUSTOMER
OBLIGATION
/ WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/
OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS /
PERFORMANCE
TARGET
QUALITATIVELY /
QUANTITATIVELY
COMMUNICATION/REPORT
ON PERFORMANCE (KEY)
PERFORMANCE
INDICATORS / OUTCOMES
OR IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS
WILL BE DEALT
WITH)
Page 31 of 176
1. Standards in
equipment in
ALL Air Traffic
Control units
General
Manager Email;
gmatcstandard
@nama.gov.ng
Within 24 Hrs. Reports /
Feedback
from ATC
Units nation
wide
ICAO Doc
9426 – ATC
Units Design
and
Ergonomics;
NCAR
Through
NAMA HQ
Procuremen
t Unit
Delivery of Items
within agreed
timeframe
(usually 24 Hrs.)
Efficient Ergonomic and
environmentally
sustainable working
environment for ATCOs.
A continuous
review and
inspection of
ATC facilities on
a regular basis
2. Ensuring strict
compliance
with the
Nigerian
Manual of Air
Traffic
Control and
Local Air
Traffic
Control
Instructions
(LATCI) of the
various
aerodromes
concerned
General
Manager
Email;gmatcsta
ov.ng
Quarterly
Reviews of
ATC records
of Operations
(Log-books)
Reports /
Feedback
from ATC
Units nation
wide
ICAO Doc.
4444; Doc.
9426; NCAR
Parts 14 & 2
Not
Applicable
Quarterly
Reports
Results of Proficiency
Examinations and Station
level Evaluation should
indicate strict compliance
with these requirements.
A continuous
review and
inspection of
ATC facilities on
a regular basis
3. Ensuring that
ATC field
operations
conform to
the ICAO
Standards
and
Recommend
ed Practices
(SARPs)
General
Manager Email ;
gmatcstandard
@nama.gov.ng
Quarterly
Reviews of
ATC records
of Operations
(Log-books)
Reports /
Feedback
from ATC
Units nation
wide
ICAO Doc.
4444; Doc.
9426; NCAR
Parts 14 & 2
Not
Applicable
Quarterly
Reports
Results of Proficiency
Examinations and Station
level Evaluation should
indicate strict compliance
with these requirements.
A continuous
review and
inspection of
ATC facilities on
a regular basis
4. Ensuring that
ATCOs at
various fields
of operations
maintain
General
Manager Email;
gmatcstandard
@nama.gov.ng
Quarterly
Reviews of
ATC records
of Operations
(Log-books)
Reports /
Feedback
from ATC
Units nation
wide
ICAO Doc.
4444; Doc.
9426; NCAR
Parts 14 & 2
Not
Applicable
Quarterly
Reports
Results of Proficiency
Examinations and Station
level Evaluation should
indicate strict compliance
with these requirements.
A continuous
review and
inspection of
ATC facilities on
a regular basis
Page 32 of 176
standard
operating
procedures
of the
aerodrome
concern
5. Collate and
maintain
operational
data
including
aircraft and
passenger
statistics
General
Manager
Email;gmatcsta
ov.ng
Monthly
Records
Reports /
Feedback
from ATC
Units nation
wide
ICAO Doc.
4444; Doc.
9426; NCAR
Parts 14 & 2
Not
Applicable
Quarterly
Reports
Results of Proficiency
Examinations and Station
level Evaluation should
indicate strict compliance
with these requirements.
A continuous
review and
inspection of
ATC facilities on
a regular basis
6. Keeping up-
to-date and
comprehensi
ve database
of ATC
[personnel
including
personal
data,
academic
records,
professional
training and
ATC ratings,
career
progression
and staff
disposition /
movements
General
Manager
Email;gmatcsta
ov.ng
Monthly
Records
Reports /
Feedback
from ATC
Units nation
wide
ICAO Doc.
4444; Doc.
9426; NCAR
Parts 14 & 2
Not
Applicable
As the need
arise.
Updating staff database
regularly and after any
posting, training or
appointments.
A continuous
review and
comparing of
data with ATC
Ops and
TE/MPD
departments.
Page 33 of 176
7. Preparing
and
presenting
quarterly,
mid-year and
annual
reports to
Mgt.
General
Manager
Email;gmatcsta
ov.ng
Quarterly Reports /
Feedback
from ATC
Units nation
wide
ICAO Doc.
4444; Doc.
9426; NCAR
Parts 14 & 2
Not
Applicable
Quarterly, mid-
year and
annual
Evaluation
reports.
Quarterly, mid-year and
annual Evaluation reports
to be submitted to
management.
Updating staff
database
regularly and
after any
posting, training
or
appointments.
MECHANISM TO MONITOR PERFORMANCE
General Application: Each of the control unit is supervised by a supervisor.
i. Each of the control frequencies is monitored from the office of the ATOM (Air Traffic Control Manager) and the ASM
(Airspace Manager) using portable VHFS radios at the station levels to ensure Standards are not compromised.
ii. ATC equipment status is being monitored daily, as received as daily report through AFTN messages, in order to ensure
their continued serviceability throughout the nation in conformity with required standards.
iii. Undertaking periodic/quarterly technical assessment of ATC Personnel.
PUBLISHING ARRANGEMENTS
I. Periodic reports of unserviceability, irregularities and non-compliance, non-conformance or lack of adherence to
specified standards are collated, investigated and redressed accordingly.
II. Adequate steps are then taken, through the directorate to avoid a recurrence or to remedy the effects of the
outage or failure or ensure that adequate safeguards are in place to forestall such events.
Page 34 of 176
SEARCH AND RESCUE/CIVIL-MILITARY CO-ORDINATION DEPARTMENT
1.0 INTRODUCTION
In line with international standards, the Agency has in place Search and Rescue department which is responsible for ensuring that
appropriate policy and procedures are put in place for the coordination of Aeronautical SAR in all the Rescue Co-ordination Centres
(RCCs), Rescue Sub-centres (RSC) and alerting posts, and collaborates with all relevant stakeholders to ensure timely response to
aircraft incidents/accidents.
2.0 MISSION STATEMENT
To provide seamless aeronautical search and rescue operations that ensure timely, expeditious and coordinated reactions by all
SAR response units to aircraft incident or accident.
3.0 SERVICE PROVISION OF SEARCH AND RESCUE
S/N PRINCIPAL
SERVICE
ROLE/UNIT
RESPONSIBLE/
STAFF/ CONTACT
DETAILS
SERVICE
AVAILABILITY
/QAULITY
STANDARD/
TURN
AROUND TIME
FOR DELIVERY
CUSTO-MER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL /
OTHER
REGULATION
S TO BE
COMPLIED
WITH
FEES /
CHARGES
FOR SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
TARGET
QUANTITA
TIVELY/QUALIT
ATIVELY
COMMUNICATION/
REPORT ON
PERFORMANCE
INDICATORS/OUTCOMES
OR IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS ARE
RESOLVED
1 Aeronautical
Search and
Rescue (SAR)
NAMA develops
and issues
Aeronautical
Search and
Rescue (SAR),
RCC & RSC tele-
phone contact
&
email:
ov.ng
24 hours of
aero-sar
service. A
safe, efficient
and
economic
ANS services,
turnaround
time of 3mins
to activate
search and
prompt
notification
to all relevant
aero-sar
stakeholders.
Nigerian
Civil
Aviation
Regulations
(nigcars),
icao annex
12 and
iamsar vol.
1, 2&3.
Not
applicable
Spontaneous
response to
distress calls
90%
availability
maintain and update
database of all
available sar equipment
conduct physical
verification of
serviceability of
equipment and ensure
their availability at all
times
conduct local and
national sar exercises
effective
checklist
drills/ exercises
briefing and
debriefing
visiting and
oversight
function
Page 35 of 176
rescue
operations.
organizes public
enlightenment
programmes to sensitize
members of the public
on their role in an event
of accident
4.0 MECHANISM TO MONITOR PERFORMANCE
Establishing and equipping of Rescue Coordination Centers (RCC), rescue sub-centers (RSC) and alerting posts.
The establishment of joint-committee of NEMA, NIMASA, NAMA and other disaster response units, with a view to realizing well-
funded unified SAR structure.
Establishment of Joint RCC by NAMA, NIMASA and NEMA.
The establishment of CMC committees nationally and locally to formulate standard operating procedures in our joint user
airports for optimal operation of military flight without impeding on civil aviation operations.
The conduct of mock exercises, and de-briefing of stakeholders on performance.
Publication of public enlightenment materials.
Enlightenment through print and electronic media.
5.0 EXPECTATIONS
Complaints relating to air traffic operations shall be addressed promptly.
Others relating to air traffic incidents reports shall be treated within 24 hours and other lapses shall be addressed within two
(2) weeks.
6.0 STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION
Air incidents reports are analysed and evaluated at the Headquarters and causes addressed. The results which include
representatives of some Airline Operators.
Page 36 of 176
ATC TECHNICAL EVALUATION & MANPOWER DEVELOPMENT
1.0 INTRODUCTION:
The Department of Technical Evaluation is responsible for coordinating the recruitment, training and re-training of ATS personnel with
a view to providing astute professional Air Traffic Service workforce capable of meeting the challenges of modern Air traffic
management. It is involved with the development, maintenance and improvement, on a continuous basis, (during the career of
each controller) the technical skills and proficiency required by the ATS unit. The department also provides necessary guidelines and
instructions for the administration and enforcement of the Civil Aviation Regulations as they relate to training, examination, rating
and licensing of Air Traffic Controllers.
2.0 MISSION STATEMENT:
To assure the development of highly competent, medically fit and highly proficient ATCO’s operating in technically sound and well
equipped Air Traffic Service (ATS) units in line with the International Civil Aviation Organization (ICAO) standards.
3.0 SERVICE PROVISION OF TECHNICAL EVALUATION
S/N PRINCIPAL
SERVICE
ROLE/
DIVISION/
UNIT
RESPONSIBLE
STAFF
CONTACT/
DETAILS
(EMAILS)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/TUR
NAROUND TIME
FOR DELIVERY
CUSTOMER
OBLIGATION
ON WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/ OTHER
REGULATIONS TO
BE COMPLIED
WITH
FEES CHARGES
FOR SERVICE AND
PRODUCT WHERE
APPLICABLE
DELIVERY
STANDARD/PERF
ORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNICATION/
REPORT ON
PERFORMANCE(KPI)
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLIANTS/C
ONFLICT WILL
BE DEALT WITH
1. ATC
Manpower
Development
GM TE
Email:
gmatcteche
valuation@n
ama.gov.ng
Always
available
when required.
Delivery time
max 45 week.
Quality
Standard:
Possession of
required
entry
qualification
and
employment
by NAMA
Mgt.
NAMA
employment
letter and
medical fitness
Not applicable ICAO/NCAA Obtain Diploma in
various ATC course
Monthly/
Quarterly
supervision
Page 37 of 176
According to
ICAO/NCAA
2. ATC OJT for
rating
GM TE
Available
when required.
Delivery time
max 180hours
of training
Success at
training and
punctuality
at OJT
Completion of
appropriate OJT
forms
Not applicable ICAO/NCAA/LA
TCI
As contained in
individual training
logbooks
Monthly
Progress Check
3. ATC License
Renewal
GM TE
Available
when required.
Delivery time
as per NCAA
Submission of
ATC License
with
appropriate
application
forms
Attach
Certificate of
ATC Medicals
Not applicable NCAA Completion of
renewal within 3
weeks of submission
Monthly Check
4. Medical
Allowance
Payment
GM TE
Monthly as per
NAMA MD/CE
approval
Renewal of
ATC License
Serving ATCOS
and having
current ATC
license
Not Applicable NAMA
Management
Nil omission for
payment
Monthly Check
5. Manpower
Placement
Available
when required.
Delivery time
as per NAMA
Management
approval
Currency of
ATC License
Liaison with ATC
OPS & STD
Not Applicable NAMA
Management
Placing ATCOS for
local and foreign
courses as
captured in the
approved NAMA
budget.
Monthly
checks with HR
Department
4.0 MECHANISM TO MONITOR PERFORMANCE
i. ICAO Air Traffic Services Planning Manual Doc. 9426-AN/924. Chapters 3 and 4
Description of ATM functions and monitoring through the use of proficiency. A check to determine the competency
of individual ATCO. Technical evaluation examination by recognized Aviation Training Organization (ATO) in
conjunction with NAMA for new intake into ATC profession is mandatory.
ii. ICAO Doc. 7192, Training manual, Part A – 1; General Considerations and Part D – 2; Air Traffic controller.
ICAO training manual indicates required training for Air Traffic Controllers in line with ICAO requirements. This is to enable
the appropriate ATS authority determines appropriate training for the provision of Air Traffic Services. E.g. On – The –
Job training appraisal and pre-rating examinations for the appropriate Civil Aviation Authority Licence must be ensured.
Page 38 of 176
Adherence to local ATC instruction and monthly report to check compliance with training program is highly
emphasized in the interest of safety.
iii. Air Traffic Control Training Manual – April 1991
Compliance with training manual is mandatory for the provision of separation between aircraft, between aircraft and
obstruction, expediting and maintaining orderly flow of Air Traffic, provide information and advice useful for safe and
efficient conduct of flight. Notify appropriate organization regarding Aircraft in need of search aids and assist such
organization as required. They are monitoring references for safe and efficient provision of Air Traffic Management.
Page 39 of 176
AIRSPACE PLANNING DEPARTMENT
INTRODUCTION
The Airspace Planning department is responsible for the organizing and structuring the national airspace. It is charged with the
planning the type of facilities needed, and traffic services to be provided in a specified volume of airspace and operating
procedures to be adopted in the use of portion or entire national airspace. It designs instrument approach procedures for the
Airports.
1.0 MISSION STATEMENT
To establish dynamic airspace architecture for safe, expeditious, efficient and economic air navigation.
SERVICE PROVISION OF AIRSPACE PLANNING
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE
STAFF/CONTACT
DETAILS(EMAIL;
PHONE NUMBER)
SERVICE
AVAILABLE
/QUALITY/
STANDARD/
TURN AROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION
/ WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGALOTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES FOR
SERVICE AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFOMANCE
TARGET
QUANTITTIVELY/
QUALITATIVELY
COMMUNICATI
ON/REPORT ON
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/CONFICTS
WILL BE DEALT
WITH)
1 Developing
the Air
navigation
masterplan
for CNS
/ATM
System
Airspace
planning(GM
Airspace
planning or as
directed by
him)Email
gmairspaceplan
.ng
Available within
the time frame
set by the
NAMA/NCAA
NIL Necessary
approval
from NCAA
Not
Applicable
ICAO/ NCAA
Standard
Efficient
airspace
utilization/ cost
saving
measures for
airlines
Corrections
and
amendments
will be dealt
with
immediately
as reported
(within 48
hours)
2 Ensuring the
safe and
efficient
utilization of
National
airspace
Airspace
planning (GM
Airspace
planning or as
directed by him
Available within
the time frame
set by the
NAMA/NCAA
NIL Necessary
approval
from NCAA
Not
Applicable
ICAO/ NCAA
Standard
Efficient
airspace
utilization/ cost
saving
measures for
airlines
Corrections
and
amendments
will be dealt
with
Page 40 of 176
immediately
as reported
3 Developme
nt of various
flight
instrument
approach
procedure
Airspace
Planning (GM
Airspace
planning or as
directed by him)
Available and in
conjunction with
Chart unit.
Within 3 months
after survey
depending on
the procedure
required by the
client
Agreement
with NAMA
Necessary
approval
from NCAA
To be
negotiated
depending
on the
procedure
required and
terrain
ICAO/ NCAA
standard
Efficient
airspace
utilization/safe
operation of
flights into the
aerodrome.
Correction
and
amendments
will be dealt
with
immediately
as reported.
4 Replies to
queries
Airspace
Planning(GM
Airspace
planning or as
directed by him)
Available
Immediately as
received within
24 hours
Nil Nil Not
applicable
ICAO/ NCAA
Standard
Efficient air
space
utilization/safe
operation of
flights into the
aerodrome
Correction
and
amendments
will be dealt
with
immediately
as reported.
Within 24
hours
5 Arrangeme
nt for flight
testing and
surveillance
of ATS
procedure
and Naiads
Calibration
unit/Airspace
Planning(GM
Airspace
Planning)
Available. Within
the periodic
scheduled time
and subject to
the availability
of the
calibration
aircraft
Nil Nil Fees to be
provided by
the
Calibration
unit
ICAO/ NCAA
Standard
tolerance
Efficient
airspace
utilization/safe
operation of
flights into the
aerodrome
Corrections
and
amendment
will be dealt
with
immediately
as observed
during the
exercise
6 Develop-
ment of
instrument
approach
landing
operating
weather
minima for
aerodrome
Airspace
Planning(GM
Airspace
planning or as
directed by him)
Available within
the time frame
set by
NAMA/NCAA
Nil Nil Not
Applicable
ICAO/ NCAA
Standard
Efficient air
space
utilization/safe
operation of
Flights into the
aerodrome
Corrections
and
amendments
will be dealt
with
immediately
as the need
arises
Page 41 of 176
7 Prepara-
tion of
letters of
agreement
between
ATC units
and
contigu-ous
ATS
authorities
Airspace
Planning(GM
Airspace
planning or as
directed by him)
Available within
the time frame
set by
NAMA/NCAA
Nil Necessary
approval
from NCAA
AND
Regional ATS
Authorities
Not
Applicable
ICAO/ NCAA/
Regional
Authorities
Standard
Efficient air
space
utilization/safe
operation of
Flights within
the sub region
Corrections
and
amendments
will be dealt
with
immediately
as the need
arises
8 Allocation
of mainte-
nance and
update of 5
NLC
Airspace
Planning(GM
Airspace
planning or as
directed by him
Available within
the time frame
set by
NAMA/NCAA
Nil Necessary
approval
from ICAO
Not
Applicable
NCAA/ ICAO
standard
Efficient
airspace
utilization
Corrections
and
amendments
will be dealt
with
immediately
as reported
9 Ensuring the
implement
ation of the
AFI air
navigation
plan
Airspace
planning(GM
Airspace
planning or as
directed by him
Available within
the time frame
set by
NAMA/NCAA
Nil Necessary
approval
from NCAA
Not
Applicable
NCAA/ ICAO
Standard
Efficient
airspace
utilization/cost
saving
measures for
airlines
Corrections
and
amendments
will be dealt
with
immediately
as reported
10 Planning
the
automa-
tion
requiremen
ts for the
national
airspace
Airspace
planning(GM
Airspace
planning or as
directed by him
Available within
the time frame
set by
NAMA/NCAA
NIL Necessary
approval
from NCAA
Not
Applicable
NCAA/ ICAO
Standard
Efficient
airspace
utilization/cost
saving
measures for
airlines
Corrections
and
amendments
will be dealt
with
immediately
as reported
11 Coordina-
ting air
navigation
service
research
Airspace
planning(GM
Airspace
planning or as
directed by him
Available within
the time frame
set by
NAMA/NCAA
NIL Necessary
approval
from NCAA
Not
Applicable
NCAA/ ICAO
Standard
Efficient
airspace
utilization/cost
saving
Corrections
and
amendments
will be dealt
with
Page 42 of 176
and
developme
nt activities
measures for
airlines
immediately
as reported
12 Developing
ATS space
requiremen
t plan of
ATS
procedure
Airspace
planning(GM
Airspace
planning or as
directed by him
Available within
the time frame
set by
NAMA/NCAA
NIL Necessary
approval
from NCAA
Not
Applicable
NCAA/ ICAO
Standard
Efficient
airspace
utilization/cost
saving
measures for
airlines
Corrections
and
amendments
will be dealt
with
immediately
as reported
2.0 MECHANISM TO MONITOR PERFORMANCE
i Feedback from state owned airports
ii Feedback from end users of our approach procedures, ATS routes and weather minima
Page 43 of 176
AERONAUTICAL CHART SERVICES DEPARTMENT
1.0 INTRODUCTION
The Aeronautical Chart Services is responsible for the Acquisition and the Management of Aeronautical Data and the Production of
the Aeronautical Charts for the safety, regularity and efficiency of air navigation. The Department was established based on Annexes
4, 15 and Documents 8126 and 8697 of ICAO SARPs.
2.0 MISSION STATEMENT
To be accurate and timely Aeronautical Chart/Data for safe, efficient, effective and economic air navigation through the
development of new technologies and dedicated workforce.
3.0 SERVICE PROVISION OF AERONAUTICAL CHART SERVICES
S/N PRINCIPAL
SERVICE
ROLE/ DIVISION
(UNIT)
RESPONSIBLE/STAFF/
CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE
SERVICE
LEGAL/
OTHER
REGULATIONS
TO BE
COMPLIED WITH
FEES/CHARGES
FOR SERVICE
AND PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS
/PERFORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNICATION
/REPORT
ON PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS/
CONFLICTS
WILL BE DEALT
WITH)
1 AERODROME
SURVEY
SURVEY UNIT Email:
gmaerochartservices
@nama.gov.ng
twelve(12)
weeks
evidence
of payment
ICAO DOC
9674
#30 million
naira report,
aerodrome,
approach charts
customer
to GM
2
ENROUTE
CHART
(ICAO)
Cartography
on request evidence
of payment ICAO ANNEX 4
a2 size= $60
US dollars
a0 size = $80
US dollars
ICAO mandatory
enroute chart
customer to
GM
3 AIP
Publication
Page 44 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE
Collect, edit and plot all aeronautical data collected from survey field work as stipulated in Doc. 8967 and Annex 4 of ICAO standard
and recommended practices.
Ensuring that all aeronautical charts are produced in accordance to ICAO specifications
As new information are provided through NOTAM action, affected charts are reviewed.
Seasonal charts example Hajj operation charts are reviewed accordingly.
Page 45 of 176
AERONAUTICAL COMMUNICATIONS DEPARTMENT 1.0 INTRODUCTION
The Aeronautical Communications department is responsible for the provision of Aeronautical Fixed Telecommunications Service,
which entails timely exchange of all categories of messages and digital data necessary for the smooth, efficient, safe, regular and
economical operation of air navigation services among the airports within Nigeria and between Nigeria and the neighbouring
Countries; and beyond.
The Department is also responsible for the exchange of Aeronautical messages among corresponding ICAO contracting states in
the world Aeronautical Fixed Telecommunications/Network (AFTN) System. Aeronautical Fixed Telecommunications Network is
defined as a system of aeronautical fixed service for the exchange of messages/digital data between aeronautical fixed stations
having the same or compatible communication characteristics.
It also formulates policies in respect of Aeronautical Telecommunications Services and ensures implementation of policy matters
through directives to field offices. It maintains close liaison with Aeronautical Telecommunications Services of neighbouring Countries
on matters concerning network availability, integrity, continuity and efficiency. It computes and forwards to ICAO Headquarters in
Dakar, monthly circuit availability and performance reports on all our communications networks.
The Department is also responsible for the co-ordination and management of the Agency’s Telephone Services which is employed
on the day-to-day administration of the Agency and as a means of immediate communication in the event of aircraft emergencies.
2.0 MISSION STATEMENT
Committed to ensuring timely and expeditious exchange of aeronautical messages/data for the safety, regularity, efficiency and
economical operation of air navigation.
Page 46 of 176
3.0 SERVICE PROVISION FOR AERONAUTICAL COMMUNICATION
S/N
PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT DETAILS
(EMAIL)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/ OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE &
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS)
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/CONFLICTS
WILL BE DEALT
WITH)
1 Transmission and
reception of ATS
messages
through Radio
Telephony,
Digital and Data
Communication
systems among
airports within
Nigeria and
between ICAO
contracting
states
All Aeronautical
Communications
Centres at
designated
airports Email:
gmcomms@nama
.gov.ng
Prompt
transmission of
the filed
aeronautical
messages to
their
appropriate
addressees
Acknowledg
ement of
receipt and
timely
dispatch of
the message
to its
addressee(s)
In accordance
with ICAO
standard and
recommended
practices
(SARPs), ICAO
Annex 10 and
ICAO transit
time criteria
Not
Applicable
Optimal
standard for
safety of air
navigation in
compliance with
ICAO Standard
and
Recommended
Practices
(SARPs)
Communication
system equipment
and periodic
checks on
channel check
transmission.
Through daily
and monthly
service
message by
competent
duty
supervisor(s)
Page 47 of 176
2 Collates and
computes
monthly,
quarterly and
yearly circuit
availability and
performance
reports in all our
Networks,
having
predetermined
circuit
responsibility as
required by
NCAA and ICAO
Regional Office
in Dakar
AFTN/AMHS
Statistical
coordinating
office in NAMA
headquarters and
all our formation.
Collation and
accurate
computation
of statistical
data received
from all stations
Aviation
regulatory
body, NCAA
As required by
ICAO Standard
and
Recommende
d Practices
(SARPs) and
the NCAA
Not
applicable
Standard
comprehensive
and accurate
statistical data
for operational
efficiency
Appropriate
statistical data
and performance
reports determines
effectual
performance as
required by ICAO
By the
AFTN/AMHS
coordinating
office, NAMA
Headquarters
3 Provision of
Telephone
Services and
coordination
through
procurement of
fixed desktop
and distribution
of Glo recharge
cards to
identified NAMA
personnel on
quarterly basis
Telephone
Operation/Coordi
nating office,
NAMA
headquarters
Regular
provision of
recharge
cards to staff
on quarterly
basis for ease
of
administration
at
headquarters
and station
level
Timely
approval of
this provision
to enhance
operation
As needed by
deserved staff
Not
applicable
Standard device
as may be
required
As an
encouragement
to staff
By the
Telephone
Operation/C
oordinating
office, NAMA
headquarters
and NAMA
Managemen
t
Page 48 of 176
4 Determines the
acceptability of
any
aeronautical
message
brought for
transmission on
the AFTN/AMHS
circuits
Duty
Communicator/Of
ficer at the traffic
table
Ensures that
the Routing
Directory of
the country’s
Communicatio
n centres and
those of the
adjacent
centres are in
strict
agreement
with routing list
for all
categories of
the
AFTN/AMHS
messages
Timely filling
of messages
and forward
same for
transmission
According to
ICAO Standard
and
Recommende
d Practices
(SARPs),
Document
8585/FAA
policies
regarding
acceptance
of message for
transmission
Not
applicable
AFTN/AMHS
message must
carry
predetermined
addressee
indicator
As required by
ICAO
As would be
directed by
the duty
communicati
ons officer
and or watch
supervisor
5 Provision of
Telephone
Services as rapid
means of
disseminating
information
relating to
aircraft incidents
or distress
situations and
other
emergencies
within and
around the
airports
Airport Telephone
Operators
domiciled at
various airports
Timely
response to
calls for
services as
may be
required
Modern PABX
equipment to
meet ICAO
requirement
ICAO airport
services
manual, Part 3;
Doc 9137
AN/898, Part 3
Not
applicable
Effectual
coordination of
the relevant
information as
may be required
As applicable Regular
maintenance
of the
equipment
and
replacement
of warn-out
ones to
embellish
and accord
dignity to
NAMA and
personnel
concerned
Page 49 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE TARGET
i. Monthly and continuous. To know systems performance by ICAO (International Civil Aviation Organization) Office.
ii. 24 hours continuous – for smooth, regular, efficient and economical operation of air navigation.
iii. 24 hours continuous – To ensure immediate communication in the event of aircraft accident/incident or emergencies,
and the day-to-day administration in NAMA.
iv. 24 hours continuous – To report status of equipment and systems in use.
Page 50 of 176
AERONAUTICAL INFORMATION SERVICES DEPARTMENT
1.0 INTRODUCTION
The basic purpose of Aeronautical Information Services (AIS) is to ensure seamless flow of Aeronautical data and Aeronautical
information necessary for global Air Traffic Management System (ATM) safety, regularity, and efficiency in environmental sustainable
manner.
The management of seamless flow of Aeronautical data to ensure successful operation of Area of Navigation (RNAV) and
Performance based Navigation (PBN), airborne computer-based Navigation system and data link system in such a manner that
corrupt, erroneous, late or missing Aeronautical data and Aeronautical information would not affect the safety of air navigation.
2.0 MISSION STATEMENT
Committed to the efficient management and provision of aeronautical information necessary for the safety, regularity and efficiency
of international air navigation.
3.0 SERVICE PROVISION FOR AERONAUTICAL INFORMATION SERVICE DEPARTMENT
Page 51 of 176
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF
CONTACT
DETAILS (E-
MAIL/PHONE
NUMBER
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TOURNAROUND
TIME FOR
DELIVERY.
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE.
LEGAL/ OTHER
REGULATIONS TO BE
COMPLIED WITH.
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/
QUALITATIVELY.
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS)
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/ CONFLICTS
WILL BE DEALT
WITH )
1
Provision and
Dissemination
of
Aeronautical
data/Aerona
utical
information
services.
International
NOTAM Office
(NOF)/
Centres.
Email:
gmais@nama.
gov.ng or
ov.ng
Timely Provision
of Integrated
Aeronautical
Information
Package
(IAIP).
Feedback
from
Customers.
Subscription
to AIS
products
such as AIP
and CHARTS.
ICAO STANDARDS
AND
RECOMMENDED
PRACTICES (SARPS)
ICAO ANNEXES
15, 4 AND
DOCUMENTS 8126,
7910.
Not
applicable
High quality
standard in
syntax and
semantics
verification for
the safety,
regularity,
efficiency and
economic Air
Navigation in
accordance
with ICAO
Standards and
Recommended
Practices.
Through the
implementation of
Area Navigation
(RNAV),
Performance
Based Navigation
(PBN) and Data
Link System,
corrupt,
erroneous, late or
missing
aeronautical data
can potentially
affect the safety
of Air Navigation.
Through
Quality
Control and
Qualitative
System.
2
Flight
Planning
Processing
ATS Reporting
Office. (ARO)
24 Hrs. at the
Major Airports.
Other Airports
based on the
hours of
Operation.
Proper and
timely filling
of flight plan.
ICAO DOC. 8126,
7910 and 4444.
Not
applicable
As many as
possible in
accordance
with ICAO
Standards and
Recommended
Practices.
Corrupt,
erroneous, late or
missing flight plan
can potentially
affect the safety
of Air Navigation.
Post Flight
Information
Report is
channeled to
appropriate
quarters.
3 Crew Briefing ATS Reporting
Office. (ARO)
24 Hrs. at the
Major Airports.
Other Airports
based on the
hours of
Operation.
Adherence
to Pre-flight
and Post-
flight
Information.
ICAO STANDARDS
AND
RECOMMENDED
PRACTICES (SARPS)
ICAO ANNEXES
15, 4 AND
DOCUMENTS 8126,
7910.
Not
applicable
As many as
possible in
accordance
with ICAO
Standards and
Recommended
Practices.
Without Crew
Briefing a Pilot
could be flying
into the unknown.
Pre-flight
information in
the ATS
Reporting
Office.
Page 52 of 176
4
Production
and
Distribution of
Maps &
Charts
Chart Services
Working Hours,
Monday to
Friday.
Subscription
and
Purchase.
ICAO ANNEX 4 Standard
Rates.
As many as
possible in
accordance
with ICAO
Standards and
Recommended
Practices.
Corrupt,
erroneous, late or
missing
aeronautical data
can potentially
affect the safety
of Air Navigation
Adequate
scrutiny of
raw data
before
production.
Queries are
promptly
attended to.
5 NOTAM
Promulgation
International
NOTAM Office
(NOF)/
Centres.
24 Hrs. at the
NOF and
Centres.
Acquisition
and
adherence
to the
information
therein.
ICAO ANNEX 15 &
DOC. 8126.
Not
applicable
As many as
possible in
accordance
with ICAO
Standards and
Recommended
Practices.
A NOTAM is
originated and
issued promptly
whenever the
information to be
distributed is of a
temporary nature
and of short
duration for the
safety of Air
Navigation.
Through
Quality
Control and
Qualitative
System.
6 AIP
Production
Publication
gmais@nama.
gov.ng or
ov.ng
AIRAC Dates.
Subscription
and
Purchase.
ICAO STANDARDS
AND
RECOMMENDED
PRACTICES (SARPS)
Standard
Rates.
In compliance
with AIRAC
Dates and ICAO
SARPs
Aeronautical
Information of a
lasting character
essential to air
navigation is
issued by or with
the authority of a
State.
Through
Quality
Control and
Qualitative
System.
7 Flight
Statistics Statistics Units. Daily.
Not
applicable.
In accordance with
AIS Manual of
operations.
Not
applicable
As many as
possible and
with regards to
accuracy.
Hourly and Daily
flight movements
are computed for
records and
revenue purposes.
Records are
cross
checked with
other
departments.
Page 53 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE
I. To collect, collate, edit and disseminate aeronautical information as specified by International Civil Aviation Organization
(ICAO ANNEX 15) three times in a year.
II. To manage Aeronautical Information Publication (AIP), its amendment and supplement services and Aeronautical
Information Circulars (AIC) as specified by ICAO (ANNEX 15) example Hajj Operations.
Iii To manage pre-flight and post-flight information bulletins.
Page 54 of 176
ELECTRO-MECH DEPARTMENT
1.0 INTRODUCTION
This department is set up with the responsibility of providing electromechanical services in terms of the following
a) Provision of reliable, regular and uninterruptible power supply
b) Provision of serviceable, efficient and effective cooling systems,
c) Ensuring serviceability of operational vehicles and pneumatic/hydraulic based equipment to enhance safe, efficient and
economic air navigation.
d) Provision and maintenance of Tractor equipment for grass management to ensure noninterference with navigational signals.
2.0 MISSION STATEMENT
To ensure a safe airspace through the provision of serviceable, usable and dependable electro-mechanical systems.
3.0 SERVICE PROVISION OF ELECTRO-MECH DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/ DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE
NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL /OTHER
REGULATIONS TO
BE COMPLIED WITH
FEES/ CHARGES
FOR SERVICE
AND PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS
/
PERFORMA
NCE TARGET
QUANTITATI
VELY/QUALI
TATIVELY
COMMUNICATI
ON/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS WILL
BE DEALT WITH)
1
PLANT
Email:
gmelectromec
g
200 HOURS OR
THREE (3)
MONTHS
WHICH ONE
COMES FIRST
AT REACH OF
SERVICE
HOURS OR 3
MONTHS
WHICHEVER
COMES FIRST
MANUFACTURER’S
SPECIFICATION
PROVISION OF
SERVICING
MATERIALS/
SPARE PARTS
FOR
MAINTENANCE
PURPOSE
3 HOURS
PROVISION OF
SECONDARY
POWER SUPPLY
TO THE CNS
FACIITIES AND
ESSENTIAL
OFFICES
THERE IS ALWAYS
A FEEDBACK
SYSTEM WHERE
REPORTED
FAULTS ARE
FIXED
IMMEDIATELY,
DIRECTLY OR BY
THE
INTERVENSION
OF TECHNICAL
Page 55 of 176
TEAM FROM
HEADQUARTERS
2
ELECTRICAL
gmelectromec
g
DAILY ROUTINE
MAINTENANCE
AND CHECKS
REQUEST
FROM
AFFECTED
OFFICE OR
LOCATION
AS PER AGENCY
NEED
STORE
PROVISION OF
MATERIALS
DEPENDING
ON THE
KIND OF
FAULT
MEMO
FEEDBACK FROM
THE USERS ARE
RECORDED.
3
REFRIGERATIO
N AND
AIRCONDITIONI
NG
gmelectromec
g
DAILY ROUTINE,
MAINTENANCE
AND CHECKS
ON REQUEST,
PROMPT
ATTENTION
AND
DEDICATED
SERVICES
AS PER
MANUFACTURER’S
SPECIFICATION
STORE
PROVISION OF
MATERIALS
ON
REGULAR
BASIS
DEPENDING
ON
DEMAND
MEMO
THE HEAD OF
DEPARTMENT IN
EACH STATION
KEEP STATUS
REPORT OF THE
(SPS) WITH A
VIEW TO
ATTENDING TO
ANY
MALFUNCTIONIN
G.
4. SOLAR POWER
SYSTEM
gmelectromec
g
DAILY ROUTINE
MAINTENANCE
AND CHECKS
AS MAY BE
DEEMED
NECESSARY
DURING
INSPECTION
AS PER
MANUFACTURER’S
SPECIFICATION
STORE
PROVISION OF
MATERIALS
ON
REGULAR
BASIS
DEPENDING
ON
DEMAND
TO ENSURE
CLEAN AND
HEALTHY
POWER SUPPLY
TO CNS
FACILITIES
THE HEAD OF
DEPARTMENT IN
EACH STATION
KEEPS REPORT
OF (SPS) WITH A
VIEW TO
ATTENDING TO
ANY
MALFUNCTIONIN
G.
4.0 MECHANISM TO MONITOR PERFORMANCE
System availability report
Serviceability report
Daily Report
Monthly report.
Page 56 of 176
ELECTRO-COMMS DEPARTMENT 1.0 INTRODUCTION
Electronic-Communication department is responsible for the design, provision, Installation and maintenance of all Aeronautical
Telecommunication Facilities and interconnection of such in line with ICAO Standard and Recommended Practices (SARP).
2.0 MISSION STATEMENT
To ensure a safe airspace through the provision of serviceable, available and reliable Communication Facilities.
3.0 SERVICE PROVISION OF ELECTRONIC-COMMUNICATION DEPARTMENT
S/N PRINCIPAL
SERVICES
ROLE/DIVISION
(UNIT)/STAFF
RESPONSIBLE
WITH CONTACT
DETAILS(PHONE
NO & E-MAIL)
SERVICE
AVAILABILITY
(QUALITY
STANDARD &
TURN
AROUND
TIME FOR
DELIVERY
THE NEEDS
FOR
EFFECTIVE
SERVICES
LEGAL/OTHER
REGULATIONS
TO COMPLY
WITH
FEES/
CHARGES
FOR SERVICES
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMAN
CE TARGET
(QUATITATIVE
&
QUALITATIVE)
REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATOR/OUT
COMES OR
IMPACTS
HOW
COMPLAINTS/
CONFLICTS
ARE DEALT
WITH
1. RADIO
COMMUNICATIO
N BETWEEN
AIRCRAFT & AIR
TRAFFIC
CONTROLLERS
(REMOTE
CONTROL AIR TO
GROUND,127.3M
Hz SE & 120.9MHz
SW). 128.5MHZ
NW and
124.1MHZ
The HOD and
STAFF of
Electronic
Communication
Department at
4th floor MMIA.
Email:
gmelectrocomm
This is
dependent
on various
challenges
that might
arise which
ranges from
less than
24hrs to
2weeks max.
Prompt
availability of
respective
spares and
adequate
equipment
and on the
job training
backed with
NCAA Doc
on Licensed
ATSEP
Personnel.
NCAA Doc on
Licensed
ATSEP Officer.
Not
Applicable
The services
rendered are
always in line
with
Standards
and
Recommend
ed Practices
as
recommend
ed by ICAO.
The output signal
of
communication
between
Controllers and
pilots are
interference free
as
recommended
by ICAO.
Challenges
are mostly
resolved by
knowledge
and
experience
contribution of
every licensed
ATSEP
Personnel
Page 57 of 176
2. Aeronautical
Fixed
Telecommunicat
ion Network
(AFTN) for data
communication,
i.e Flight Plan,
NOTAM).
Administrative
messages.
The HOD and
STAFF of
Electronic
Communication
Department at
4th Floor Murtala
Muhammed
International
Airport.
Email:
gmelectrocomm
This is
dependent
on various
degrees of
challenges
that might
arise which
ranges from
less than
24hrs to
2weeks max.
Prompt
availability of
respective
spares and
adequate
equipment
and on the
job training
supported
with NCAA
Doc on
Licensed
ATSEP
Personnel.
NCAA Doc on
Licensed
ATSEP Officer.
Not
Applicable
The services
provided are
always in
tune with
Standards
and
Recommend
ed Practices
as
recommend
ed by ICAO.
The output signal
of
communication
between
Controllers and
Pilots are
interference free
as
recommended
by ICAO.
Challenges
are mostly
resolved by
knowledge
and
experience
contribution of
every
Licensed
ATSEP
Personnel.
3. Controller-Pilot
Data Link
Communication
for
communication
between
Controller and
pilot
The HOD and
STAFF of
Electronic
Communication
Department at
4th Floor Murtala
Muhammed
International
Airport.
Email:
gmelectrocomm
This is
dependent
on various
degrees of
challenges
that might
arise which
ranges from
less than
24hrs to
2weeks max.
Prompt
availability of
respective
spares and
adequate
equipment
and on the
job training
supported
with NCAA
Doc on
Licensed
ATSEP
Personnel.
NCAA Doc on
Licensed
ATSEP Officer.
Not
Applicable
The services
provided are
always in
tune with
Standards
and
Recommend
ed Practices
as
recommend
ed by ICAO.
The output signal
of
communication
between
Controllers and
Pilots are
interference free
as
recommended
by ICAO.
Challenges
are mostly
resolved by
knowledge
and
experience
contribution of
every
Licensed
ATSEP
Personnel.
4 Air Traffic
Service/ Direct
Speech
(ATS/DS).
Between the Air
traffic Controller
and his
counterpart on
both
The HOD and
STAFF of
Electronic
Communication
Department at
4th Floor Murtala
Muhammed
International
Airport.
Email:
This is
dependent
on various
degrees of
challenges
that might
arise which
ranges from
less than
Prompt
availability of
respective
spares and
adequate
equipment
and on the
job training
supported
with NCAA
NCAA Doc on
Licensed
ATSEP Officer.
Not
Applicable
The services
provided are
always in
tune with
Standards
and
Recommend
ed Practices
as
The output signal
of
communication
between
Controllers and
Pilots are
interference free
as
recommended
by ICAO.
Challenges
are mostly
resolved by
knowledge
and
experience
contribution of
every
Licensed
Page 58 of 176
international
and local
gmelectrocomm
24hrs to
2weeks max.
Doc on
Licensed
ATSEP
Personnel.
recommend
ed by ICAO.
ATSEP
Personnel.
4.0 MECHANISM TO MONITOR PERFORMANCE
• In accordance with national ATM requirement, and in line with ICAO AFI CNS/ATM plan ICAO Annex 10, Vol. II & III
Page 59 of 176
SURVEILLANCE DEPARTMENT
1.0 INTRODUCTION
Surveillance department is responsible for the provision of efficient and effective radar coverage of the Nigerian Airspace and by so
doing guarantees the safety of our airspace users.
2.0 MISSION STATEMENT
To ensure safety in Nigerian Airspace through the provision and sustenance of serviceable, usable, and reliable Surveillance Radar
System that meets ICAO Standards and Recommended Practices for Air Traffic Management. (ATM)
3.0 SERVICE PROVISION OF SURVEILLANCE DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE /DIVISION
(UNIT)
RESPONSIBLE
/STAFF
/CONTACT
DETAILS (EMAIL,
PHONE NUMBER)
SERVICE
AVAILABILITY
/QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION
/WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL /
OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS
/PERFORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE (KEY
PERFORMANCE
INDICATORS)
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS
/CONFLICTS WILL
BE DEALT WITH)
1 Provision
of Radar
Service
GM Surveillance
Email:
gmsurveillance@
nama.gov.ng
99.99%
availability
Provision of
adequate
spare parts
and training
ICAO SARPs Contact GM
Commercial
(99.999%
availability)
To achieve
continuous
availability of the
Radar and allied
services
There is continuous
system monitoring
and fault
conditions
observed are fixed
immediately
4.0 MECHANISM TO MONITOR PERFORMANCE
Systems availability report
Serviceability report
Page 60 of 176
5.0 STAFF OBLIGATION
All staff of Surveillance Department must be accessible, courteous, responsive, reliable, and competent in all dealings with
customers.
To ensure that all operational items of equipment are serviceable at all times.
To ensure that the radar system is functional, reliable and available for Air Traffic Management
Page 61 of 176
TERRESTRIAL SERVICES DEPARTMENT
1.0 INTRODUCTION
Terrestrial Services department is responsible for the installation and effective maintenance of Aerodrome and Approach control
Communication facilities for improved air Navigation. It undertakes systems engineering development implementation and
Communications implementation in line with ICAO standards.
2.0 MISSION STATEMENT
Provision of safe and functional air navigation services (Total VHF/HF coverage) and air traffic voice network (ATCVN/VCS) that will
meet international standards for effective and efficient Air traffic management
3.0 SERVICE PROVISION OF TERRESTRIAL SERVICES DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/
DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (E-
MAIL: PHONE
NUMBER.
SERVICE
AVAILABILITY/
QUALITY
STANDARD/TUR
NAROUND TIME
FOR DELIVERY
CUSTOMERS
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE SERVICE
LEGAL/
OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANARDS/
PERFORMANCE
TARGET
QUANTITATIVELY/
QUALITATIVELY
COMMUNICATION
/ REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/OUTC
OMES OR IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/ CONFLICTS
WILL BE
DEALT WITH)
1. Provision of VHF
ground/ ground
communication.
Email:
gmterresterial
@nama.gov.
ng
*Services are
rendered on a
24 hour basis.
*The quality of
the services
provided are
expected to
be 99%
efficient.
*Complaints
shall be
*Cooperate with
the authority of
the Agency.
*Channel their
complaints to the
appropriate
authority.
*Display courtesy
in dealing with
service providers.
*In
accordance
with national
ATM
requirement,
and in line
with ICAO
AFI/CNS/ATM
plan ICAO
annex 10, vol.
1 v Total
Not
Applicable
Clear ground/
ground
conversation
between airport
users
*Reports can be
made through;
Phone calls, E-
mails, through
controller pilot
conversation and
reports to the
maintenance
officers on duty
Complaints
should be
forwarded to
the Duty
officer or
HOD E/C In
respective
airport.
Actions will
be taken to
address the
Page 62 of 176
addressed
within a
maximum of 72
hours if
genuine.
*Adopt the
prescribed
complaints
procedures in
seeking redress for
service failure.
VHF/HF
coverage of
the nation
airspace in
line with
CNS/ATM
plan.
complaints
promptly.
2. Provision of VHF
Air/Ground
Communication.
Email:
gmterresterial
@nama.gov.
ng
*Services are
rendered on a
24 hour basis.
*The quality of
the services
provided are
expected to
be 99%
efficient.
*Complaints
shall be
addressed
within a
maximum of 72
hours if
genuine.
*Cooperate with
the authority of
the Agency.
*Channel their
complaints to the
appropriate
authority.
*Display courtesy
in dealing with
service providers.
*Adopt the
prescribed
complaints
procedures in
seeking redress for
service failure.
*In
accordance
with national
ATM
requirement,
and in line
with ICAO
AFI/CNS/ATM
plan ICAO
annex 10, vol.
1 v Total
VHF/HF
coverage of
the nation
airspace in
line with
CNS/ATM
plan.
Not
Applicable
Crystal clear
conversation
between Pilot
and Air traffic
controllers.
Phone calls, E-
mails, through
controller pilot
conversation and
reports to the
maintenance
officers on duty
Complaints
should be
forwarded to
the Duty
officer or
HOD E/C In
respective
airport.
Actions will
be taken to
address the
complaints
promptly.
3. Provision of HF
ground/ground
communication.
Email:
gmterresterial
@nama.gov.
ng
*Services are
rendered on a
24 hour basis.
*The quality of
the services
provided are
expected to
be 99%
efficient.
*Complaints
shall be
*Cooperate with
the authority of
the Agency.
*Channel their
complaints to the
appropriate
authority.
*Display courtesy
in dealing with
service providers.
*In
accordance
with national
ATM
requirement,
and in line
with ICAO
AFI/CNS/ATM
plan ICAO
annex 10, vol.
1 v Total
Not
Applicable
Clear ground/
ground
conversation
between airport
users
Phone calls, E-
mails, through
controller pilot
conversation and
reports to the
maintenance
officers on duty
Complaints
should be
forwarded to
the Duty
officer or
HOD E/C In
respective
airport.
Actions will
be taken to
address the
Page 63 of 176
addressed
within a
maximum of 72
hours if
genuine.
*Adopt the
prescribed
complaints
procedures in
seeking redress for
service failure.
VHF/HF
coverage of
the nation
airspace in
line with
CNS/ATM
plan.
complaints
promptly.
4. Provision of
Airport- Wide
Intercom
Services.
Email:
gmterresterial
@nama.gov.
ng
*Services are
rendered on a
24 hour basis.
*The quality of
the services
provided are
expected to
be 99%
efficient.
*Complaints
shall be
addressed
within a
maximum of 72
hours if
genuine.
*Cooperate with
the authority of
the Agency.
*Channel their
complaints to the
appropriate
authority.
*Display courtesy
in dealing with
service providers.
*Adopt the
prescribed
complaints
procedures in
seeking redress for
service failure.
*In
accordance
with national
ATM
requirement,
and in line
with ICAO
AFI/CNS/ATM
plan ICAO
annex 10, vol.
1 v Total
VHF/HF
coverage of
the nation
airspace in
line with
CNS/ATM
plan.
Not
applicable
Intercom
Telephone in
offices within the
airport must be
serviceable
Phone calls, E-
mails, through
controller pilot
conversation and
reports to the
maintenance
officers on duty.
Complaints
should be
forwarded to
the Duty
officer or
HOD E/C In
respective
airport.
Actions will
be taken to
address the
complaints
promptly.
4.0 MECHANISM TO MONITOR PERFORMANCE
In accordance with national ATM requirement, and in line with ICAO AFI/CNS/ATM Plan ICAO annex 10, vol. iv; Total VHF/HF coverage
of the nation airspace in line CNS/ATM plan.
Page 64 of 176
WORKSHOP PLANNING AND LOGISTICS DEPARTMENT
1.0 INTRODUCTION
The Workshop, Planning and Logistics (WPL) Department is one of the departments in the Directorate of Safety Electronics and
Engineering Services. It was designed to Carry out third level maintenance of all faulty CNS/ATM facilities and oversee research,
statistics, planning and maintenance logistics of CNS/ATM modules/ equipment to different locations in order to ensure continuous
and consistent performance and increased operational efficiency of the Agency.
2.0 MISSION
To create continuous operational change that will rank NAMA among the best ANSPs globally, by setting standards and adopting
industry best practices.
3.0 SERVICE PROVISION OF WORKSHOP PLANNING AND LOGISTICS DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL
/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY/
QUALITATIVELY
COMMUNICATION/
REPORT ON
PERFORMANCE (KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS WILL
BE DEALT WITH)
1 3rd level
Repairs of CNS
equipment
Repair of all CNS
equipment for
optimal
performance of
CNS facilities.
ICAO Central
Workshop
Services
available on
request
Serviceability
of equipment
through
certification
by customer
CNS Trained
manpower
with
available
ICAO
Standards
and MOP
Not
applicable
Certification
Performance
Target is
satisfactory
Quantity is
measurable
Memo, logistics and
feedback
mechanism
The Timeline is
One to three days
Depending on the
The availability
of spare parts
General
Manager and
Director of
Safety Electronic
Engineering
Page 65 of 176
GM (WPL)
Email:
ov.ng
advanced
technologica
l test gears
and tools
Quality is good and the nature
of the faults
2 CNS Planning,
Research and
Statistics
Monitoring of
CNS equipment
Status through
daily / monthly
collection of
equipment
availability status
for planning and
research
purposes
CNS PRS Unit
GM (WPL) Email:
Email:
ov.ng
Daily service
availability
CNS facilities
Annual
assessment and
Evaluation.
Real time
delivery of the
CNS equipment
availability
services
Planning for
Preventive and
corrective
maintenance
routine.
Planning of
maintenance
procedures and
planners
Information
on the CNS
service
availability
and
equipment
status at all
the airport.
Real-time
information
on the CNS
equipment
status at all
airports
Provision of
Monthly
reports from
all stations.
Information
on CNS
Procurement
ICAO
standards
and MOP
Not
applicable
Real-time
Availability and
serviceability
Daily and Monthly
reports on CNS
equipment status.
Advise on CNS
procurement
Supportive to
CNS/ATM services
for effective and
efficient service
delivery and a
source of savings for
the organization.
General
Manager and
Director of
Safety Electronic
Engineering
3 Spare Parts
administration
and
Procurement
Quality Control
Assurance
Monitoring of
CNS Spare parts/
equipment
procurement for
quality control
assurance and
Service on
request
Accountability
and quality
service delivery.
Effective
maintenance
of CNS
facilities
ICAO
standards
Not
applicable
Quality products Memo General
Manager and
Director of
Safety Electronic
Engineering
Page 66 of 176
its administration
for
accountability
ICAO Central
Workshop
GM (WPL)
Email: Email:
ov.ng
Collaborative
equipment
maintenance
and repairs with
the Workshop.
Availability of
Spares and
adherence
to
procurement
procedures.
Non
involvement
with
procurement
on CNS
facilities
before and
after
procurement
4 CNS Logistics
and Technical
support in
maintenance
of CNS facilities
Movement of
CNS spares to
various
station/location
for maintenance
purposes.
Logistics
/Technical
Support Unit
Email:
ov.ng
Enhance
maintenance of
faulty CNS
facilities at
stations
Promote mean
time
maintenance
Coordination of
site delivery for
CNS Spare parts
and equipment.
Good
condition
spare parts.
Conducive
storage and
packaging
materials.
Adequate
provision of
fund
Availability of
spare parts.
ATSES MOP
and SOP
Payment of
Logistics
services.
Airborne and well
packaged with
feedback
mechanism.
Satisfactory
Feedback
mechanism.
Promote
effectiveness and
efficiency in the
maintenance turn-
around time for
safety in the
airspace
General
Manager and
Director of
Safety
Electronics &
Engineering
Page 67 of 176
5 CNS Data
bank and
Project
documentatio
n
Provision of CNS
statistics for
research and
planning
purposes.
Data bank and
Documentation
Unit.
Email:
ov.ng
Provision of
Project/
equipment
history with any
modifications for
future use.
Maintaining an
automated data
bank for all CNS
facilities at
stations.
Documentation
of all CNS
maintenance
activities of the
directorates at
the stations.
Documentation
of CNS
Calibrations
records for all
Navigational
aids
Preparation of a
business case for
the AUTOMATED
MAINTENANCE
AND MANAGE
MENT SYSTEM
(AMMS) as part
of the
departments
drive to re-
Information
on the CNS
facilities their
behavior with
respect to
downtime
rate.
Modifications
on the system
for
adaptability
to promote
system
efficiency
and safety of
the airspace.
ATSES MOP
and SOP
Not
Applicable
Authenticity of
quality information
Memo and
documents
Knowledge on the
history and
behavioral pattern
of CNS facilities
General
Manager and
Director of
Safety Electronic
Engineering
Page 68 of 176
engineer and
automate the
operational
processes of the
department
Information
given on request
4.0 MECHANISM TO MONITOR PERFORMANCE
Job Certification Form
Acknowledgment of Delivery Feedback
Availability of Statistical Report to internal and external customers
A reliable and one stop shop in CNS maintenance/ Repairs
Page 69 of 176
NAVIGATIONAL AIDS DEPARTMENT
1.0 INTRODUCTION
Navigational Aids Department is responsible for the provision of navigational aids for guidance of aircraft-in-flight for en-route,
terminal approaches and landing aids by deployment of Conventional VHF Omni Directional Radio Range (CVOR), Distance
Measuring Equipment (DME), Doppler VHF Omni directional Radio range (DVOR), Non-Directional Radio Beacons (NDB), Instrument
Landing Systems (ILS), VHF&UHF Direction Finders (VDF). Navigational Aids department procure, install, commissioned, operate and
maintain the above navigational aids to meet ICAO SARPS as contained in Annex 10 Vol. I
2.0 MISSION STATEMENT
To provide functional, safe and reliable air navigational aids services to users accurately at all times within the published
service volumes in a cost effective manner.
3.0 SERVICE PROVISION OF NAVIGATIONAL AIDS DEPARTMENT S/N PRINCIPAL
SERVICE
ROLE /DIVISION (UNIT)
RESPONSIBLE /STAFF
/CONTACT DETAILS
(EMAIL, PHONE
NUMBER)
SERVICE
AVAILABILITY
/QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION /WHAT
IS NEEDED TO
DELIVER EFFECTIVE
SERVICE
LEGAL /OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES FOR
SERVICE AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS
/PERFORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS)
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS
/CONFLICTS WILL
BE DEALT WITH)
1
Provision of
terminal and
enroute
navigational
aids by
deployment
of VOR/DME
and NDB for
provision of
guidance
Navigational Aids
Department
GM NAVAIDS
Email:
v.ng
Navigational
aids services
are available
24hrs/7 for
major airports
and en-route
stations, and
during
operational
The customer is
expected to provide
accurate reports to
help deliver quality
service to them.
Staff of the
department are
expected to
respond promptly
and courteously to
NCARs
ICAO SARPS
ICAO DOCs
and Bulletins.
NAMA MOPs
& SOPs
Domiciled
with NAMA
Commercial
department
Provide
accurate,
reliable and
available
navigational
guidance signals
complying with
ICAO SARPS.
Availability of
99.999%
Performance
reports are
channel through
the air traffic
control centres
and through mails.
Monitoring
achieved through
Remote Control
Systems/Status
Displays in both
Navaids office and
ATC centre.
Reports from users
of the facility and
taking prompt
Page 70 of 176
signals to
aircraft.
hours only for
other airports.
Turnaround
Time of Delivery
From ≤30
minutes to 2
weeks
depending on
nature of fault.
customers and their
needs.
The management is
expected to provide
tools, training and
spares for effective
service delivery to
customers.
actions for
correction or
rectifications
2 Provision of
instrument
landing
systems
collocated
with distance
measuring
equipment
(ILS/DME) for
final
approach
and landing
Navigational Aids
Department
Email:gmnavaids@na
ma.gov.ng
Navigational
aids services
are available
24hrs/7 for
major airports
and en -route
stations, and
during
operational
hours only for
other airports
Turnaround
Time of Delivery
From ≤30
minutes to 2
weeks
depending on
nature of fault.
The customer is
expected to provide
accurate reports to
help deliver quality
service to them.
Staff of the
department are
expected to
respond promptly
and courteously to
customers and their
needs.
The management is
expected to provide
tools, training and
spares for effective
service delivery to
the customers.
NCARs
ICAO SARPS
ICAO DOCs
and Bulletins.
NAMA MOPs
& SOPs
Domiciled
with NAMA
Commercial
department
Provide
accurate,
reliable and
available
navigational
guidance signals
complying with
ICAO SARPS.
Availability of
99.999%
Performance
reports are
channel through
the air traffic
control centres
and through mails.
Monitoring is
achieved through
Remote Control
Systems/Status
Displays in both
Navaids office and
ATC centre.
Receiving reports
from users of the
facility and taking
prompt actions for
correction or
rectifications
3 Provision of
direction
finders (VDF)
for tracking of
aircraft in flight
Navigational Aids
Department
Email:gmnavaids@na
ma.gov.ng
Availability
99.999%
Quality
Obligation
Making available
the VDF for air traffic
use in coordinating
NCARs
ICAO SARPS
Domiciled
with NAMA
Commercial
department
Provide
accurate,
reliable and
available
navigational
Performance
reports are
channel through
the air traffic
Monitoring is
achieved through
Remote Control
Systems/Status
Displays in both
Page 71 of 176
which can
also be used
for search and
rescue
purposes.
Bearing errors
≤1º
Turnaround
Time Of
Delivery
From ≤30
minutes to 2
weeks
depending on
nature of fault.
and controlling air
traffic flows for
enroute and
approach phases of
flights.
Effective delivery
Timely without delay
at all times.
ICAO DOCs
and Bulletins.
NAMA MOPs
& SOPs
guidance signals
complying with
ICAO SARPS.
Availability of
99.999%
control centres
and through mails.
Navaids office and
ATC centre.
Receiving reports
from users of the
facility and taking
prompt actions for
correction or
rectifications
4.0 MECHANISM TO MONITOR PERFORMANCE
The mechanism for monitoring performance of navigational aids is in accordance with NCAR and ICAO SARPS, which include
the following
o Remote monitoring through the use of radio link/remote control systems, which continuously monitor a NAVAID system
that is required to remain on air.
o Site monitoring involves physical visits to site in order to assess the operational status of the NAVAID during use, especially
useful when the remote facility is inoperative.
o Automatic data logger on the NAVAID equipment monitor to provide detail times and duration of failures and
changeovers occurring during the course of operation.
o The use of walkie-talkie sometimes to monitor the identity coding of the primary NAVAID system is an assurance of
operational availability.
o Feedback from users provides a mechanism to monitor performance of the NAVAID infrastructure during operational
use.
Daily and Monthly reports from stations.
Page 72 of 176
SAFETY MANAGEMENT SYSTEM /QUALITY ASSURANCE DEPARTMENT
1.0 INTRODUCTION
The Safety Management System (SMS) department is responsible for ensuring that safety is maintained in the provision of Air traffic
services within our airspaces and at aerodromes. The department manages the Agency’s safety improvement plan and ensures
through proactive steps that “SAFETY CULTURE” is enthroned within the organization from TOP to BOTTOM. Furthermore, it aims at the
adoption of “BEST PRACTICE” standards and partnership between “SAFETY and QUALITY” Management. It has a direct reporting line
to the MD/CE on matters relating to safety.
2.0 MISSION
To ensure that air traffic incidents/accidents are reduced to as low as is reasonably practicable and acceptable level of safety is
achieved in ATM operations.
3.0 SERVICE PROVISION OF SAFETY MANAGAEMENT SYSTEM
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE
SERVICE
LEGAL
/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS
WILL BE DEALT
WITH)
1 To ensure that
air traffic
incidents/acci
dents are
reduced to as
low as is
reasonably
practicable
1. General
SMS/QA Email:
gmsafetymanag
ov.ng
24 Hours
available/ 2
weeks
turnaround
time
Report any
unusual
circumstances
and challenges
encountered
through
mandatory
occurrence
reports (MOR),
Unsatisfactory
Nig. NCARS
part 20, ICAO
Annex 19
and NAMA
SMS manual
Not
Applicable
24 Hours
available/ 2
weeks
NCAA, IATA and
reporting airline.
Email and hard
copies
NCAA
Page 73 of 176
and
acceptable
level of safety
is achieved in
ATM
operations.
condition report
(UCR) or air
safety reports
(ASR)
4.0 MECHANISM TO MONITOR PERFORMANCE
When a change is made, further risk management is carried out to ensure that the hazard is effectively controlled and that the
defense has not in itself created any new hazards. Hazard identification and risk assessment is an on-going process and is particularly
important when:
o A major organizational change is being planned
o A new equipment or facility is being introduced
o Existing equipment is being decommissioned
o Introduction of new procedures is being planned
o Existing procedures are being revised
o Changes to key personnel are taking place
o There are changes to the legislation under which the agency operates
5.1 Records are kept of:
o Any reports received or issued
o Any safety recommendations
o Any management action
Page 74 of 176
SPECIAL DUTIES /TECHNICAL RESEARCH AND DEVELOPMENT DEPARTMENT
1.0 INTRODUCTION
Special Duties/Technical Research and Development department is to routinely evaluate solutions that will lead to technology leap
frog for the Agency and bring about accelerated and sustainable improvements in air traffic services provision. Also investigate why
certain facilities or components fail often, find and develop solutions for the identified factors and perform other special functions
(project management, budgeting, etc.) assigned by Management at any time.
2.0 MISSION STATEMENT
Champion technical innovations and develop solutions to build a high performing organization.
3.0 SERVICE PROVISION OF SPECIAL DUTIES/TECHNICAL RESEARCH AND DEVELOPMENT DEPARTMENT S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)/
RESPONSIBLE
STAFF/CONTACT
DETAILS
(EMAIL, PHONE
NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURN AROUN
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FESS/
CHARGES
FOR
SERVICE
AND
PRODUCTS
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY/
QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDEX) OUTCOME
OR IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS
WILL BE
DEALTH WITH)
1 TECHNICAL
INNOVATION
AND
DEVELOPMENT
GM SPD/TR&D
EMAIL:
jotitolaye@nama
.gov.ng
TOP NOTCH
TECHNICAL
SOLUTION
AND
INNOVATION
RESEARCH
GRANT,
TRAINING
AND
MORAL
SUPPORT
ISO 9001:
2015
ICAO
ANNEX 10
AND
SARPS
INTELECTUAL
PROPERTY
NUMBER OF
TECHNICAL
RESEARCH
REPORTS,
INNOVATIONS
AND SPECIAL
FUNCTIONS
PERFORMED
CONTINUOUS
IMPROVEMENT OF
PROCESS AND
SERVICES DUE TO
TECHNICAL
RESEARCH AND
DEVELOPMENT
OUTCOMES
TECHNICAL
INNOVATION
AND
IMPROVEMENTS
4.0 MECHANISM FOR MONITORING
Number and quality of research reports
Quality of Special Duties leading to improvement of processes and services.
Page 75 of 176
COMMERCIAL DEPARTMENT
1.0 FUNCTIONS/STATUTORY BACKING
The main function of the Commercial Department is to generate revenue for the Nigerian Airspace Management Agency (NAMA)
in order to enable the Agency achieve its economic goals and objectives.
Revenue generation in Air Navigation Service Provider (such as NAMA) is basically anchored on the Principle of Cost Recovery.
ICAO Doc 9082 (ICAO’s Policies on Charges for Airports and Air Navigation Services) empowers every Service provider in Aviation
to recover the cost of Services provided. Also Act 48 of 1999 (NAMA’s Act) drawing from the ICAO policy, states in Section III
Paragraph 7 (r) that NAMA should ‘charge for all services’.
The job of carrying out the above responsibilities is vested on the Commercial Department.
Hence, the Commercial Department charges for all NAMA services, follows up on clients to ultimately ensure payment.
It is therefore the duty of the Commercial Department to recover the cost of every Service rendered by NAMA.
The Department is also responsible to recover all accruable revenues to the Agency even in form of debts
The Commercial Department by this mandate represents NAMA globally on issues bothering on Charges i.e. - Policies,
Implementation, Debt Recovery, Cost Recovery etc.
1.0 MISSION
To actualize the economic objective of NAMA through efficient collation, assessment and invoicing of all NAMA Services/Properties
and effective follow up on Clients to ensure the Agency receives payment.
2.0 VISION
To make the Nigerian Airspace Management Agency (NAMA) one of the most economically viable and customer friendly Air
Navigation Service Providers.
COST RECOVERY TECHNIQUES
1. Identify the services rendered by NAMA
2. Formulating a billing policy in line with International Best Practices
Page 76 of 176
3. Collection and collation of Data of services rendered (ADR16, EOL etc.)
4. Quantifying service rendered in monetary terms by applying the billing formular (Billing and Invoicing)
5. Raising Bills/Invoices to users of the services.
6. Dispatching same Bills/invoices to clients
7. Follow up on the Bills/Invoices to ensure payment.
8. Ensuring full payment of all Bills/invoices e.g. Debt Recovery
3.0 SERVICE PROVISION OF COMMERCIAL DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY
/ QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL
/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/ CHARGES
FOR SERVICE
AND PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS WILL
BE DEALT WITH)
1 Provision of bills
and invoices
for services
rendered to
Domestic
scheduled &
Non-scheduled
Airline
operators on
receipt of flight
data (AD16)
daily & weekly
for all Airports.
Domestic Billing
Unit
HOU.
Email:
gmcommercial
@nama.gov.ng
Process bills
electronically
using the Air
traffic data
(AD16)
received
from ATC
outstations.
Monthly bills
and invoice
to Domestic
operators on/
or before 30th
of the
succeeding
month.
Prompt
settlement of
bills within
30days of
receipt of
invoice.
Qualitative
flight data
(AD16).
Dedicated
staff.
Functional
computers.
Operational
Vehicle for
dispatch of
bills/invoices
NAMA Act of
1999.
NAMA billing
manual.
AIP.
En-route and
Terminal
Navigation
charges for
Domestic
operations.
Accurate
monthly bills and
invoices for
payments.
Zero tolerance
for error and
meeting the
turnaround time.
Dedicated staff.
Positive and
sustained
relationship with
the Airlines.
Aggressive debt
recovery.
Weekly and
Monthly reports.
Reconciliation
with Airlines.
As also directed
by GM
Commercial.
Page 77 of 176
2 Provision of Bills
and Invoices
for Overflight
and En-route
International
Operators on
IATA Invoicing
& Settlement
Platform
International
Scheduled
Billing Unit
Email:
gmcommercial
@nama.gov.ng
-Zero
tolerance for
error.
-On or before
14th of the
succeeding
month.
-Daily
Electronic
Flight Data
rendition from
Outstation.
-Serviceable
and
operational
Computers
and Printers for
generating
Data Reports
and Bills.
-Availability of
Network
Internet
Services.
-NAMA ACT
1999 NO 48
-Aeronautical
Information
Circular (AIC)
-ICAO’s
Policies
Airport
Charges for
Airport & Air
Navigation
Services.
-Overflight
charge=USD75
-International
En-route
=USD70
-Terminal Nav
Charge
=USD199
-Accuracy and
correctness of
Bills
-Timeliness
Records of
Transactions and
Periodic monthly
Reports
Reconciliation
of Bills & Invoices
through emails
& Meetings as
often as
necessary.
3 Provision Of Bills
and Invoices
for Overflight
and En-route
International
Operators on
IATA Invoicing
& Settlement
Platform
International
Scheduled
Billing Unit
Email:
gmcommercial
@nama.gov.ng
-Zero
tolerance for
error.
-On or before
21st of the
succeeding
month.
-Daily
electronic
Flight Data
rendition from
Outstation.
-Serviceable
and
operational
Computer and
Printers for
generating
Data Reports
and Bills.
-NAMA ACT
1999 NO 48
-Aeronautical
Information
Circular (AIC)
-ICAO’s
Policies
Airport
Charges for
Airport & Air
Navigation
Services.
-Overflight
charge=USD75
-International
En-route
=USD70
-Terminal Nav
Charge
=USD199
-Accuracy and
correctness of
Bills
-Timeliness
Records of
Transactions and
Periodic monthly
Reports
Reconciliation of
Bills & Invoices
through emails
& Meetings
Page 78 of 176
-Availability of
Network
Internet
Services.
-Operational
Vehicle for
Dispatch
-
4 Follow Up of
Invoices for
Payment
International
Scheduled
Billing Unit.
Email: Email:
gmcommercial
@nama.gov.ng
7 days after
delivery of
Invoice
-Serviceable
and
operational
Computers
and Printers for
generating
Data Reports
and Bills.
-Availability of
Network
Internet
Services.
-Mobile Phone
and Call cards.
-Operational
Vehicle for
Dispatch
-NAMA ACT
1999 NO 48
-Aeronautical
Information
Circular (AIC)
-ICAO’s
Policies
Airport
Charges for
Airport & Air
Navigation
Services.
Not Applicable -Timeliness
-Continuity&
Persistence
-Courtesy
-Excellent
Relationship
skills.
-Excellent
Presentation
skills.
-Acknowledged
copies of letters.
-Mail trails
-Minutes of
Meeting
-Memorandum Of
Understanding
(M.O.U)
Reconciliation
of Transaction
Records.
Page 79 of 176
5 Preparation of
Records of
Transactions
International
Scheduled
Billing Unit.
Email: Email:
gmcommercial
@nama.gov.ng
Immediately
after
invoicing
-Serviceable
and
operational
Computers
and Printers for
generating
Data Reports
and Bills.
-NAMA ACT
1999 NO 48
-Aeronautical
Information
Circular (AIC)
-ICAO’s
Policies
Airport
Charges for
Airport & Air
Navigation
Services.
-Timeliness
-Accuracy
Soft copy & Print-
out of Airline
Records of
Transactions.
Reconciliation
of Invoice and
Payments, and
Receipts with
Finance
Department.
6 Invoice
Disputes
Resolution
International
Scheduled
Billing Unit.
Email: Email:
gmcommercial
@nama.gov.ng
Within 30
days of
receipt of the
dispute by
NAMA.
-Serviceable
and
operational
Computers
and Printers for
generating
Data Reports
and Bills.
-Availability of
Network
Internet
Services.
-Mobile Phone
and Call cards.
-Operational
Vehicle For
Visitation to
Clients’
Offices.
-NAMA ACT
1999 NO 48
-Aeronautical
Information
Circular (AIC)
-ICAO’s
Policies
Airport
Charges for
Airport & Air
Navigation
Services.
-Courtesy
-Interpersonal
skills
-Professionalism
-Firmness
-
-Acknowledged
copies of letters.
-Mail trails
-Minutes of
Meeting
-Memorandum Of
Understanding
(M.O.U)
-Acceptance
Report
Presentation of
Primary data
records to
clients/to the
Other Party.
Page 80 of 176
7 Provision of Bills
and Invoices
for En-route for
Non-
Schedule/ Ad-
hoc operators
Client Services
unit
e-mail:
gmcommercial
@nama.gov.ng
Process bills
electronically
using the
information
provided on
the Non-
Schedules
aircraft
clearance
documents
received
from the
operators
Immediate
settlement of
bills for those
payment at
HQ, and
settlement of
bills at
outstations for
Payment On
Landing (POL)/
Payment
Before
Departure
(PBD)
operations
NAMA Act of
1999, NAMA
Billing
Manual, AIP
(Aeronautica
l Information
Publication),
ICAO’s
policies,
Airport
charges for
airports and
Air
Navigational
Services
En- route and
Terminal
Navigation
Charges
Accuracy and
corrections of
bills
Monthly report Reconciliation of
bills and
invoicing with
airlines and
outstations
8 Provisions of
bills and
invoices for En-
route for Hajj
Operations
Client Services
unit
e-mail:
gmcommercial
@nama.gov.ng
Collection,
collation and
processing of
reports
submitted to
GM
Commercial
by
commercial
officers that
monitored
the yearly
Hajj flights
combined
with AD 16 of
Hajj
designated
airports in
conjunction
with IATA
Billing Unit
Settlement of
the bills/
invoicing
through the
National Hajj
Commission of
Nigeria
(NAHCON)
NAMA Act of
1999, NAMA
Billing
Manual, AIP
(Aeronautica
l Information
Publication),
ICAO’s
policies,
Airport
charges for
airports and
Air
Navigational
Services
En-route and
Terminal
Navigational
Charge
Correctness and
accuracy of bills
Agreed Hajj
reconciliation bills
report signed by
both parties
Reconciliation of
bills and
invoicing with
Hajj operators
and signed MOU
report by both
parties
Page 81 of 176
9 Provision of
invoices for
other charges
for payment at
HQ
Client Services
unit
e-mail:
gmcommercial
@nama.gov.ng
Raising
invoice for
the revenue
item based
on the
information
provided and
rates of the
revenue item
Prompt
settlement of
the invoice at
HQ
NAMA Act of
1999, NAMA
Billing
Manual, AIP
(Aeronautica
l Information
Publication),
ICAO’s
policies,
Airport
charges for
airports and
Air
Navigational
Services
Aeronautical
and Non-
Aeronautical
revenues
Timely,
accuracy and
correctness of
bills/ invoices
Monthly reports Reconciliation
10 Provision of
invoices for
agents, Annual
Registration
Fee
Client Services
unit
e-mail:
gmcommercial
@nama.gov.ng
Raising
invoice for
Annual
Registration
Fee
Immediate
settlement of
the invoice by
agents
NAMA Act of
1999, NAMA
Billing
Manual, AIP
(Aeronautica
l Information
Publication),
ICAO’s
policies,
Airport
charges for
airports and
Air
Navigational
Services
Annual
Registration
Fee
Timely and
accurate
bills/invoice
Reminders for
payment and
monthly report
Reconciliation
Page 82 of 176
11 Liaises with all
Airports,
Departments,
Units and other
sister
Organizations
(like NCAA) to
produce
Overall
Internally
Generated
Revenue (IGR)
reports –
Monthly,
Quarterly and
Annually.
Maintaining a
durable and
reliable Data
Bank for the
Department.
DATA BANK unit
e-mail:
gmcommercial
@nama.gov.ng
Prepare clear
and concise
revenue
report.
Ensure that
such reports
and other
deliverables
are
submitted in
accordance
with
established
schedule e.g.
Monthly
reports on or
before 30th of
the
succeeding
month.
Demonstrate
knowledge
and use of
technology
to improve
services and
operations.
Training needs.
Keep
Coaching and
mentoring of
staff for greater
efficiency.
Office space,
furniture and
deployment of
latest
technological
facilities like
computers,
communicatio
n gadgets for
Networking
etc.
NAMA Act 48
of 1999.
AIC.
Provide precise
and accurate
information on
Internally
Generated
Revenue (IGR)
by sources.
Analytical and
Pictorial chart
records on the
performance of
revenue
generation
compared to a
given annual
target.
Budgetary
allocation.
Policy guidelines
on NAMA‘s
expenditure
outlay.
General
Manager’s
directives.
Page 83 of 176
12 Liaises with
Nigerian Civil
Aviation
Authority(NCA
A) for the
collection of
revenue
generated on
5% includes:
a. IATA
billing
b. Domes
tic
Opera
tions
c. Excess
bagga
ge
interna
tional
d. Excess
bagga
ge
Domes
tic
e. Cargo
and
Interna
tional
f. Cargo
and
Domes
tic
g. Charte
r
Opera
tions
5% TSC/CSC
Unit
Email:
gmcommercial
@nama.gov.ng
All Billings are
done in
NCAA.
Revenue on
5% shared by
NCAA,
NAMA,
NIMET, NCAT
and AIB.
Every Nigerian
and Foreign
carriers shall
pay 5% of the
total charge, in
the currency in
which they are
being charged
on air ticket,
charter and
cargo on
monthly and
weekly basis
where
applicable
through IATA.
Civil Aviation
Act 2006.
5% of all
charges
payable in
Naira and
Dollars.
Accurate
monthly bills and
invoices for
payments. Zero
tolerance for
error and
meeting the
turnaround time.
Positive and
sustained
relationship with
the management
NCAA by NAMA
management.
Dedicated staff
and provision of
official vehicle to
facilitate
correspondence
with NCAA.
Attend all
meetings in
NCAA on 5%
particularly
credit control
committee
meetings,
involving visits to
airlines for
reconciliation on
5% charges
outstanding
debits.
As also directed
by GM
Commercial.
Page 84 of 176
13 Provision of
Invoices for
Services
rendered at
both the
Private and
Government
Aerodromes
throughout the
country
Aerodrome unit
e-mail:
gmcommercial
@nama.gov.ng
Raising of
Invoices
according to
the M.O.U.
duly signed
by both
NAMA and
operators.
Prompt
payment of
Invoices raised.
Dedicated
staff.
Functional
Computers.
Adequate
Staff Training.
NAMA Act 48
of 1999.
AIC.
Charges for
Aerodromes as
stipulated by
their M.O.U.
Zero tolerance
for errors.
Adequate
meeting for
reconciliation.
Positive and
sustainable
relationship with
the airline.
Aggressive debt
recovery.
Monthly report.
Reconciliation
with operators.
Any other
directives by the
GM
Commercial.
MECHANISM TO MONITOR PERFORMANCE
o Assess Applications (requests) and charges for services being provided by the Agency as captured in the Airport Return Data
format (ADR16).
o Prospect for additional sources of revenue such as Violation of Airspace, AFTN / Telephone, Sales of Aeronautical Information
Publication e.tc.
o Offer commercial advice in respect of the agency’s activities on a monthly basis based on the revenue generation and
collection.
o Reviewing and updating of revenue generation manuals e.g. billing manuals (As new Airports, route designation etc. are
established) and Commercial Bye Laws periodically.
Page 85 of 176
INTERNAL AUDIT DEPARTMENT
1.0 INTRODUCTION:
The Internal Audit Department serves as a management control tool for financial and non-financial activities of the Agency. It
ensures that the Agency carries out its operational activities in compliance with established rules and regulations. The Department
also has the responsibility of ensuring that internal controls are adequate and effective to safeguard the assets of the Agency.
2.0 VISION
To ensure effective Internal Control System for the Agency.
Committed to ensuring efficient management of the Agency’s resources through accountability without compromising safety in
the Nigerian Airspace
3.0 SERVICE PROVISION OF INTERNAL AUDIT DEPARTMENT
REVENUE AUDIT
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE
NUMBER)
SERVICE
AVAILABILITY
/ QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/ WHAT
IS NEEDED TO
DELIVER EFFECTIVE
SERVICE
LEGAL /OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS/
CONFLICTS
WILL BE DEALT
WITH)
1. Over-flight
Navigational
charges
gmaudit@nam
a.gov.ng
Checking is
done on
daily basis.
Monthly
submission of
Report
Timely submission of
Monthly IATA’s
Report and AD 16
from billing units of
Commercial
Department
-NAMA Act
-Financial
Regulations.
Not
applicable
Ensuring that all
overflights
operation are
captured on AD
16 and billed
correctly.
Initiative, Effective
communication
Team work and
Compliance with
financial
Regulations.
Discussing
Audit
observations
with relevant
Officers for
corrections.
2. International
en-route
charges
Checking is
done on
daily basis.
Monthly
Timely submission of
Monthly IATA’s
Report and AD 16
from billing units of
-NAMA Act
-Financial
Regulations.
Not
applicable
Ensuring that all
overflights
operation are
captured on AD
Initiative, Effective
communication
Team work and
Compliance with
Discussing
Audit
observations
with relevant
Page 86 of 176
submission of
Report
Commercial
Department
16 and billed
correctly.
financial
Regulations.
Officers for
corrections.
3. Domestic
Enroute/
Terminal
Navigational
Charges
Checking is
done on
daily basis.
Monthly
submission of
Report
Timely submission of
Monthly IATA’s
Report and AD 16
from billing units of
Commercial
Department
-NAMA Act
-Financial
Regulations.
Not
applicable
Ensuring that all
domestic
operations are
captured on AD
16 and billed
correctly.
Initiative, Effective
communication
Team work and
Compliance with
financial
Regulations
Discussing
Audit
observations
with relevant
Officers for
corrections.
4. Unscheduled
flight
operators
and Bulk
Cash
depositors
Checking is
done on
daily basis.
Monthly
submission of
Report
Timely submission of
Aircraft Clearance
and AD 16 from
billing units of
Commercial
Department
-NAMA Act
-Financial
Regulations.
Not
applicable
Ensuring that all
Unscheduled
operation are
captured on AD
16 and billed
correctly.
Initiative, Effective
communication
Team work and
Compliance with
financial
Regulations.
Discussing
Audit
observations
with relevant
Officers for
corrections.
5. 5% Ticket
Sales
Charges
Cargo sales
charges (5%
TSC/CSC)
Checking is
done on
daily basis.
Monthly
submission of
Report
Timely submission of
Monthly 5% TSC
CSC Report from
NCAA
-NAMA Act
-Financial
Regulations.
Not
applicable
Ensuring that the
amount made
available for
sharing in any
Month is the
total collections
in the Month
and that
NAMA’s share is
actually 23%.
Initiative, Effective
communication
Team work and
Compliance with
financial
Regulations.
Discussing
Audit
observations
with relevant
Officers for
corrections.
6. Aerodrome/
Air Traffic
Service
Charges
Checking is
done on
daily basis.
Monthly
submission of
Report
Timely submission
invoices from the
Commercial
Department.
-NAMA Act
-Financial
Regulations.
Not
applicable
Ensuring that all
operations are
paid for.
Initiative, Effective
communication
Team work and
Compliance with
financial
Regulations.
Discussing
Audit
observations
with relevant
Officers for
corrections.
7. Fines, Sales of
AIP and
Licensing
Fees etc.
Quarterly
checking is
done on
daily basis.
Monthly
submission of
Report.
Timely submission
invoices from the
Commercial
Department.
-NAMA Act
-Financial
Regulations.
Not
applicable
Ensuring that all
operations are
paid for.
Initiative, Effective
communication
Team work and
Compliance with
financial
Regulations.
Discussing
Audit
observations
with relevant
Officers for
corrections.
Page 87 of 176
EXPENDITURE AUDIT
S/NO PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT) OF
CUSTOMERS
RESPONSIBLE
CONTACT DETAILS
(EMAIL; PHONE
NUMBER)
SERVICE
AVAILABILITY
/ QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE SERVICE
LEGAL
/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/ CONFLICTS
WILL BE DEALT
WITH)
1 Assignment of
responsibilities to
staff of the
department
ov.ng
Staff
completeness of
required
documentation
and the
MD/PTB/Ministerial
Approval/Federal
Executive Council
Approval and
Budgetary
provision
Condition of
Service,
Financial
Regulation
and other
extant
rules
Not
applicable
8AM-4PM And
has the need
arises 1/100%
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
2 STAFF/PENSION
PAYROLL AUDIT
BUDGET
DEPARTMENT,
PENSION UNIT, ICT
DEPT.
SALARY/PENSION
UNIT
FINANCE/TREASUR
Y DEPT.
-Microsoft payroll
module (Ax
dynamic) prompt
submission of
salary and
pension inputs
from outstations
for Audit purpose
-NAMA
CONDITIONS
OF SERVICE
(COS)
-SALARY
CHART
Not
Applicable
24days /100%
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
Page 88 of 176
-Availability of
reliable IT
hardware
Infrastructures with
capacity to
support Microsoft
ERP
3 EXPENSES AUDIT
(PAYMENT
VOUCHERS,
STAFF CLAIMS,
User department,
approving
authorities i.e.
MD/CEO, PTB,
MTB, Budget Unit,
Treasury Unit.
24hours
except
otherwise
Complete
documentation:
MD'S Approval
Budgetary
provision.
Procurements
Act, Financial
Regulation,
NAMA COS
Not
Applicable
24hours or as the
case may be
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
4 PROCUREMENT
AUDIT
-Budget Unit,
- User department
-Procurement
department
PPC/PTB
-Stores
department
-Legal
department
-
Accounts/Finance
departments
72 HRS -Notice of
procurement
planning
committee
completeness of
bid submission, -
Request for
procurement of
items from
relevant
department.
Budgetary
provision MD/CEO
Approval PTB
Approval, MTB or
FEC Approval as
the case May be,
proof of
-Procurement
Act,
-Financial
Regulation
Not
Applicable
REPORT TO GM
AUDIT
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
Page 89 of 176
compliance of the
Public
Procurements. Act
provisions
5 ACCOUNTS
PAYABLE AUDIT
Budget
department,
Procurement
department, PMO
Dept, Stores Dept.
Estate dept.
Treasury Unit
Procurement
advertisement for
the year, Bid
documents, letter
of Award, Project
Contract
agreement, LPO
or Job Order,
Submission of
Payment
certificate as
evidence of work
carried out by the
contractor,
Evidence of Audit
verification of
supplies (goods,
works or projects),
Budgetary
Provision,
Accurate
deduction of
relevant taxes
from the contract
sum, submission of
Advance
payment
Guarantee for
relevant project,
FINANCIAL
REGULATION/
BPP/EXTANT
RULES
Not
Applicable
24Hrs Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
6 PERIODIC AUDIT
OF OUTSTATION
STATION
ASMs,ACCOUNTA
NTS AND OTHER
HODs
QUARTERLY -Observations of
previous audit, list
of funds released,
list of store items
issued
-MGT
DECISION
-Financial
Regulations
Not
Applicable
REPORTING 5 working Days Discuss audit
observations
with relevant
customers
(officers) with
Page 90 of 176
a view to
correcting
errors
observed.
7 Stores Audit User Depts., Stores
Dept., Expenditure
Audit unit
Monthly -LPOs
-Goods Received
Note (GRN)
-Store Requisition
with relevant
approvals,
-Bin Cards
-Physical Stores
FINANCIAL
REGULATION/
EXTANT RULES
Not
Applicable
24hours as the
need arises
AUDIT REPORTS Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
8 Treasury Audit Expenditure
Control Unit,
Salary/Pension
Unit, Payable Unit,
Tax/Insurance Unit
& Staff Account
Unit
Quarterly -Audited payment
vouchers
-MD'S second
approval
-mandate list
-cashbook
-Bank statements
-Bank
Reconciliation
Statement
Condition of
service,
Financial
Regulation
and other
extant rules
Not
Applicable
quarterly REGULAR AND
QUARTERLY
REPORTS
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
9 Insurance Audit Procurement
Dept. Budget
Dept,
Insurance/Tax
Unit/Treasury Unit
Quarterly Fixed Asset
schedule,
Insurance Policy
certificate for
‘workmen
compensations
and Fixed asset
Insurance
Act and
other Extant
Rules.
Not
Applicable
100% Annually Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
10 Tax Audit Procurement
Dept.,
Insurance/Tax
Unit/Treasury Unit
Quarterly -Tax schedules for
PAYE, stamp duty,
WHT&VAT
-Evidence of Tax
remittance.
CITN and
other Extant
Rules
Not
applicable
75% Quarterly. Discuss audit
observations
with relevant
customers
(officers) with
Page 91 of 176
& Account
Payable Unit
-Tax clearance
certificates
a view to
correcting
errors
observed.
11 Fixed Asset Audit -User depts.
-Procurement
Dept,
-Expenditure
Control Unit
- Store Unit,
-Fixed Asset Unit, -
Finance/Treasury
Units
Quarterly -Fixed asset
Register for HQ
and Outstations
Depreciation
Policy document
-Net book values.
-physical
verification.
FINANCIAL
REGULATION,
IPSAS AND
OTHER
EXTANT RULES
Not
Applicable
8AM – 4PM AS
THE NEED ARISES
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
12 AGO/PMS
SUPPLY
User depts.
Procurement
Dept, Expenditure
Control Unit Store
Unit, Expenditure
Audit Unit,
Finance/Treasury
Dept./Logistics
Dept.
-Stores records for
receipt and issue
of product
-physical
verification of
balance.
Haulage bar
Procurement
Acts
-Financial
Regulation
Not
Applicable
Regular and
Quarterly Report
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
13 Capital Projects
Audit
-Estate Dept.
-Electro-
Mechanical
/Surveillance/ICT/
Communications/
Legal
Procurement
Departments.
-Project
Contractor
-Creditors unit
-Expenditure Audit
unit
-Treasury and
Budget Units.
Procurement
Advertisement,
Budgetary
Provision, Bid
documents,
Technical and
Financial
Evaluation
Reports,
MD/PTB/MTB/FEC
Approval as the
case may be,
Contract Award,
project contract
Agreement, Bill of
Engineering
Procurement
Act and
other Extant
Rules
Tender fee 8am – 4pm
As the need
arises
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
Page 92 of 176
Measurements
and Estimate
(BEME) OR Bill of
Quantities (BOQ)
for a project,
Contractors'
invoices, Job
Completion
Certificate ,
Evidence of Audit.
Verification.
14 Final Account
Audit
-Final Account
Unit
Quarterly Provision of:
-SJVs
-Ledger Accounts
-trial balance
-Bank balances
-Asset/other
Schedules
-Statement of
financial position.
-Comprehensive
Income
Statement.
IPSAS and
Financial
Regulation
Annual Not Applicable Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
15 Annual
Staff/Pension
Audit
Human Recourses
Dept./Pension
Unit/Pension
payroll unit and
Audit Dept.
3 Days STAFF AUDIT:
Physical
appearance of
staff with
identification e.g.
Letter of
Appointment,
Confirmation and,
ID Card
PENSIONER AUDIT:
Letters of
Appointment,
Confirmation and
Retirement,
C.O.S
Pension Act.
Not
Applicable
Annual
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
Page 93 of 176
Physical sighting
of Pensioners.
16 End of Year
Stock Taking
Audit , Finance
and Stores
Departments
3 days -Preprinted stock
sheets.
-Bin Cards
-Physical Store
Items.
Financial
Regulation
Not
applicable
Annual Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
17 Interface with
the office of
Auditor General
for the
Federation
GM (Audit)/ Final
Accounts, Branch
Accounts Units
Quarterly Submission of
Relevant
Documents
Financial
Regulation
Annual Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
18 Interface with
the office of
Accountant
General for the
Federation
GM (Audit)/Final
Accounts, Branch
Accounts Unit
Quarterly Submission of
Relevant
Documents
Financial
Regulation
Annual Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
19 Interface with
External Auditors
GM (Audit)/Final
Accounts, Branch
Accounts Unit
Annually Discussion of
observation for
appropriate
action.
Financial
Regulation
Not
Applicable
30 days Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
Page 94 of 176
20 Fraud
Investigation
MD/CEO, GM
Audit/ HR Dept
As the need
arises
Evaluate Internal
controls to access
fraud /Risk arrears,
Investigate Fraud
and advise
Management
Financial
Regulation
Not
Applicable
5 working days 100% Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
21 Evaluation of
System of
Internal Controls
Audit dept , ICT
dept
Continuous Ensure the
Controls
Embedded in the
system are not
compromised
Financial
Regulations,
IPSAS and
other Extant
Rules
Not
Applicable
75% Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
22 Operational/Co
mpliance Audit
Audit Dept Continuous Monitor
Adherence to
regulatory rules eg
-International Civil
Organization(ICA
O) standard
-Extant Rules
C.O.S,
Financial
Regulations
and other
Extant Rules
Not
Applicable
8am – 4pm/ as
the need arises
Reports to
Management as
the need arises
Discuss audit
observations
with relevant
customers
(officers) with
a view to
correcting
errors
observed.
2.0 MECHANISM TO MONITOR PERFORMANCE
• Reviewing issues that require further necessary actions by management (periodically)
• Audit report to management (quarterly)
• Verification of expenditures to ensure compliance with financial rules and regulations (daily)
• Ensure compliance with contractual agreement and other terms (as voucher is being processed)
Page 95 of 176
• Ensure goods supplied are of high quality/right quantities as stated in the LPO and ensure value for money.
• Stock taking (Bi-annually)
• Prompt processing of documents
• Completion of assignment within stipulated time.
• Adherence to the extant rules and regulation.
Page 96 of 176
BUSINESS DEVELOPMENT AND INVESTMENT DEPARTMENT
1.0 INTRODUCTION
The Business Development and Investment Department is responsible for exploring and developing aeronautical and non-
aeronautical Business opportunities for the Agency.
2.0 MISSION STATEMENT
To increase revenue generation of the Agency through diversified Business ventures.
3.0 SERVICE PROVISION OF BUSINESS DEVELOPMENT
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND TIME
FOR DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE
SERVICE
LEGAL/ OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/PER
FORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/ CONFLICTS
WILL BE DEALT
WITH)
1 Identification
of new
Business
Opportunities
Business planning
&research
Email:gmbusiness
development@na
ma.gov.ng
Gather relevant
information from
ICAO documents&
publications,
Business Journals/
requests, adverts in
media, official
requests/tender
Management's
approval
Not applicable Not
applicable
Quarterly Submission of
findings/
recommendations
via memo
Meetings
&discussion
with
stakeholders
2 Review of
tariffs
Business planning
& research
Categorize tariffs &
analyze by
effective date of
implementation/
debt status
/payment
patterns/tariff class
Negotiation with
Airline
operators/ other
customers/
partners &
relevant
stakeholders&
Provide
Memorandum
of
Understanding
To be
determined
Periodically New tariff/ rates Provision of
relevant
information/d
ata
&relationship
managemen
t
Page 97 of 176
Management's
approval
3 Preparation
of Business
cases
Business planning
& research
Prepare business
justification for
proposals from i.e,
stations, depts. &
prospective
business partners
Management's
approval/
support &
collaboration
with relevant
depts./stations
Not applicable To be
determined
Periodically New Business/
investment/reven
ue
Meetings &
discussion
with
stakeholders
4 Revenue
evaluation &
Analysis
Business planning
& research
Collect
revenue/investment
statistics, make
comparative
analysis& set new
targets
Submission of
revenue
data/statistics
Not applicable To be
determined
Quarterly/Annua
lly
Improved revenue Meetings &
discussion
with
stakeholders
5 Managemen
t of fixed
assets
Marketing &
Investment unit.
Lease, propose
ways to utilize
assets, regularize
property status &
managing data
base on properties.
Submission of
company profile
& certificate of
incorporation,
tax returns, ICRC
certification if
need arises,
&any other
document
required/ mgts.
Support/
approval
Signing
Memorandum
of
understanding
after
negotiations
are concluded
To be
determined
Periodically Increase in
revenue
Meetings &
discussion
with
stakeholders
6 Implementati
on of new
Bus. Proposals
Marketing &
Investment unit.
Determine Business
options/evaluating
prospective
partners
Submission of
company profile
& certificate of
incorporation,
tax returns, ICRC
certification if
need arises,
&any other
document
required/
Management’s
Signing
Memorandum
of
understanding
after
negotiations
are concluded
To be
determined
Periodically Increase in
revenue
Meetings &
discussion
with
stakeholders
Page 98 of 176
support/
approval
7 Marketing &
promotion
Marketing &
Investment unit.
Marketing &
promoting services,
meet with existing
customers,
designing of
promotional
strategies, receive
& analyze
feedback
Management's
approval/
support
&collaboration
with relevant
depts.
Not applicable Not
applicable
Regularly Increase in
patronage/reven
ue
Meetings &
discussion
with
stakeholders
8 Determinatio
n of rates&
charges
Business devt. &
evaluation unit
Project cost,
benchmark
price/costs
Collaboration
with other depts.
& Mgt.'s
approval
M.O.U when
necessary
To be
determined
Periodically Increase in
revenue
Meetings &
discussion
with
stakeholders
9 Evaluation of
business
proposals
Business devt. &
evaluation unit
Develop criteria for
evaluation & rank
proposals for
eligibility
Business
proposal,
company profile
& cert. of
incorporation&
other relevant
documents
Not applicable Not
applicable
Regularly Increase in
revenue
Meetings &
discussion
with
stakeholders
10 Negotiation
of equity
Marketing &
Investment unit.
Valuation of Assets,
cost assessment
Business
proposal,
company
profile/proposed
equity
contribution &
cert. of
incorporation &
other relevant
documents
Signing
Memorandum
of
understanding
after
negotiations
are concluded
Not
applicable
Periodically Increase in
revenue
Meetings &
discussion
with
stakeholders
11 Framework
for Public
Private
Partnership
Identifying,
prioritizing,
selecting and
deploying the
appropriate PPP
models.
Going by global
best practice
Managements
Approval
Signing of MOU
after
negotiations
To be
determined
Periodically Increase in
patronage
Provision of
relevant
info/relations
hip mgt
Page 99 of 176
PPP Unit
12 Financial and
risk
assessment in
all PPP
transactions
Assessing the
policy, legal and
institutional
environment for
involving the
private sector in
the provision of
infrastructure.
PPP Unit
Gather relevant
information from
documents and
publication and
carry out risk
analysis
Management’s
Approval
To be
determined
Quarterly Relationship
Managemen
t
13 Negotiation
of PPP
Use financial
models to ensure
viability. PPP Unit
Signing of
agreement (MOU)
MGT Approval
Signing of MOU To be
Determined
Periodically Increase in
Revenue
Meeting/
discussion
with
stakeholders
14 Project
Monitoring
Ensure that
necessary inputs
are put in place.
Ensuring value for
money Review to ensure
compliance
Not applicable Not
applicable
Quarterly Increase revenue Meet with
stakeholders
Page 100 of 176
PPP Unit
4.0 MECHANISM TO MONITOR PERFORMANCE
Regular preparation of marketing strategies for departmental projects.
Market survey and application of market Intelligence.
Benchmark activities with other ANSPs and relevant Aviation and Allied organizations.
Periodic reporting and assessment of departmental activities.
Page 101 of 176
PLANNING, RESEARCH AND STATISTICS DEPARTMENT
1.0 INTRODUCTION
The Planning, Research and Statistics Department is responsible for producing policy guidelines which will enable the delivery of
positively defined services in NAMA and the Aviation Industry in consonance with ICAO (International Civil Aviation Organization’s)
practices and procedures
2.0 MISSION STATEMENT
To ensure timely collection, production and presentation of reliable data for planning and decision making, through the
deployment of information Management Tools.
3.0 SERVICE PROVISION
S/N
PRINCIPAL
SERVICE
ROLE /DIVISION
(UNIT)
RESPONSIBLE
/STAFF/CONTACT
DETAILS (EMAIL)
SERVICE
AVAILABILITY/
QUALITY
STANDARD
/TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/ OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES /
CHARGES
FOR SERVICE
AND
PRODUCTS
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORTING ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/OUTC
OMES OR IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/ CONFLICTS
WILL BE DEALT
WITH)
1 PLANNING Production of
standard policy
guidelines and
framework that
coordinates,
evaluates and
monitors
management
policies and
programmes for
effectiveness
Email:gmprs@na
ma.gov.ng
A) Ensuring
quality projects
with timely
delivery
B) Subject to
Project need
Effective
planning and
delivery
Based on
Contractual
Agreements
Not
Applicable
High quality
based on scope
of work and
specification
The KPI’s are
based on project
deliverables
Head of
Department
Page 102 of 176
2 Research
and
Development
To establish
differential in
programmes and
projects
It helps to
underscore the
extent of
success of
development
programmes
and projects of
the Agency
Through
reliable and
adequate
data for
speculative
and future
uses
Based on
acceptable
methods of
information
gathering
Not
applicable
Periodic
assessment of
impact
outcomes and
output to
ascertain
effectiveness of
the research
Improved service
delivery
Head of
Department
3 Maintain
Data Bank
Collection,
Collation,
Organize,
Analyze and
Interprete.
A) Daily,
Weekly,
Monthly and
Annually (Based
on availability
of data)
B)24 working
hours
turnaround time
Accuracy
and reliability
of data
To ensure that
only standard
data
collection
techniques are
applied
Not
applicable
Sample survey,
interview,
questionnaires,
observation,
investigation
and records
study
Authenticity and
reliability of data
to enhance
service delivery
Head of
Department
4 Freedom of
Information
To inform, make
available and
disseminate
information
about services
provided
A) Providing
available
information
B) Maximum of
seven (7) days
Prompt and
timely release
of
information
FoI Act 2011 Charge only
where
applicable
1) Open and
transparent
release of
information as
requested
2)Prompt
delivery of
information
required by FoIA
2011
Timeliness and
reliability of
information on
released
Head of
Department
5 Monitoring
and
Evaluation
Evaluation and
assessment of
Agency’s
projects in line
with core
mandate
Follow up on
project
implementation
and
performance to
ensure
effectiveness
and optimum
results
Effective
monitoring
In line with
global best
practices and
contractual
agreements
Not
applicable
Very high
standards in line
with the design
and based on
globally
acceptable
standards of
safety in
Aviation
To be in sync with
some strategic
development
goals (SDG,s) as it
relates to Aviation
Head of
Department
Page 103 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE
Establishment of data bank capable of serving the needs of the organization and that of the entire Aviation industry for
safe, efficient, effective and Economic Air Navigation Services.
To assist Management in planning and to monitor planning implementation to ensure effective result and advise
Management on areas of adjustment.
To advise the Organization on Economic, Social, Technical and Operational implication of its plans and objectives
Page 104 of 176
STORES AND EQUIPMENT
1.0 INTRODUCTION
The Equipment and Stores department is responsible for receipt, storage and issuing of quality materials and equipment to end
users, with the view of achieving a seamless operation to ensure a safe airspace. The department consists of four (4) major stores,
and three other units, namely:
1. GENERAL STORES
2. ELECTRO-MECHANICAL STORES
3. COMMUNICATION, NAVIGATIONAL & ICT STORES
4. FURNITURE STORES
5. INVENTORY CONTROL UNIT
6. RECEIVING UNIT
7. STORES ADMIN/REPLENISHMENT UNIT
2.0 VISION STATEMENT
Assuring prompt receipt and issuing of items to end users without hindering operations
3.0 MISSION STATEMENT
To ensure prudent management of NAMA’s material resources towards providing safe and functional air navigation services.
4.O SERVICE PROVISION OF STORES AND EQUIPMENT
S/N PRINCIPAL SERVICE ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE
NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE
SERVICE
LEGAL/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNICATION/
REPORT ON
PERFORMANCE (KEY
PERFORMANCE
INDICATORS/OUTC
OMES OR IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/C
ONFLICTS WILL
BE DEALT WITH)
1 RECEIVING OF ITEMS
INTO THE STORES
gmstores@nam
a.gov.ng
RECEIVING:
(1HOUR) -
(DEPENDING ON
VOL OF ITEMS)
(EXTERNAL
CUSTOMERS)
PRESENTATION
OF GENUINE
AUTHORISED &
APPROVED
STORE
PROCEDURAL
MANUAL
STORE
CHARTER
NIL TO ENSURE
PRUDENT, EFFECT
IVE AND
EFFICIENT
MATERIAL
FREE
FLOW/AVAILABILITY
OF ITEMS
ENSURING
SEAMLESS AND
ALL
CUSTOMERS
SHALL BE
TREATED WITH
DIGNITY.
Page 105 of 176
INSPECTION -
(1HOUR)-
DETERMINED BY
AUDIT & USER
DEPARTMENT.
RAISING GRNS-
(1HOUR)-
DEPENDING ON
VOL OF ITEMS
TRANSFER TO
APPROPRIATE
STORE -
(2HOURS)
DOCUMENTATIO
N (INVENT- ORY
CONTROL
POINT) (1
HOUR)
FINAL EXIT OF
DOCUMENT
FROM GM
STORES TO AUDIT
DEPT.-
(10MINUTES)
NAMA LPO OR
JOB ORDER.
ADHERENCE TO
RIGHT
SPECIFICATIONS.
ADHERENCE TO
RIGHT QUALITY &
QUANTITY
ADHERENCE TO
RIGHT QUALITY &
QUANTITY
ADHERENCE TO
RIGHT QUALITY &
QUANTITY
SERVICE
LEVEL
AGREEMENT
NAMA
CONDITION
OF SERVICE
FINANCIAL
REGULATION
BUDGETARY
PROVISION
NAMA
MANAGEME
NT CIR CULAR
&
APPROVALS.
CIVIL SERVICE
RULES.
FEDERAL
GOVERNMEN
T
MEMOS &
DIRECTIVES
MANAGEMENT
IN THE AGENCY
FOR THE
PURPOSE OF
SUPPORTING THE
PROVISION OF
SAFE AND
FUNCTIONAL AIR
NAVIGATIONAL
SERVICES IN LINE
WITH ICAO
STANDARD,
OTHER
RECOMMENDED
PRAC TICES AND
INTERNALLY SET
STANDARDS.
ASSURING
PROMPT RECEIPT
AND ISSUING OF
ITEMS TO END
USERS WITHOUT
HINDERING
OPERATIONS.
SPEEDY FLOW OF
ITEMS FOR AIR SAFE
TY PURPOSE IN
ACCORDANCE TO
INTERNATIONAL BEST
PRACTICES (ICAO
STANDARD).
ANY
AGGRIEVED
CUSTOMER
HAS THE RIGHT
TO BE HEARD
COMPLAINT(S)/
GRIEVANCE
SHALL BE
ADDRESSED
WITHIN A MAXI
MUM OF
SEVENTY- TWO
HOURS (72)-
IF GENUINE
AND
PRESCIBED
DOCUMENTS
ARE PROVIDED
IN GOOD TIME.
ALL
COMPLAINT(S)
SHALL BE
DIRECTED TO
GENERAL
MANAGER
(EQUIPMENT&
STORE) IF
COMPLAINT
2
ISSUANCE OF ITEMS
FROM STORES
ISSUANCE :
OTHER
DEPARTMENTS
(B)
ISSUANCE
DEPARTMENTAL
REQUISITIONS TO
STORES.
(B)
ISSUANCE
INTERNAL
CUSTOMER(STAF
F)
Page 106 of 176
TREATMENT OF
REQUISITION BY
THE GM (E&S)-
(10MINUTES)
ALLOCATION OF
ITEMS BY DGM
(OPS) -
(15MINUTES)
TREATMENT OF
REQUISITION BY
THE STORES
CONCERNED (15
MINUTES)
CLEAR AND
LUCID STORE
REQUISITION
PROPER
NAMING OF
ITEM S FROM
REQUISITIONING
OFFICER
ADHERENCE TO
STORE PRINCIPLE
OF ITEM CLASSI
FICATION
PROPER AND
ADEQUATE
CNS STORE
MECHANICAL
STORE
GENERAL
STORE
FURNITURE
STORE
INVENTORY
CONTROL FOR
FINAL POSTING
INTO STORE
LEDGERS &
SYSTEMS -
(30MINS)
FINAL APPROVAL
FOR REL EASE
AND ISSUANCE
BY GM (E& S)
(10MINUTES)
FINAL RELEASE
OF THE ITEMS BY
THE STORE
CONCER NED TO
THE AUTHORISED
- RECIPIENT-
(IHOUR)
IMPUTATION OF
STOCK FOLIO
AND NUMBERS
ELIMINATION OF
AMBIG UITIES
AND REPETITIVE
REQUEST -
Page 107 of 176
3
OTHER
CORRESPONDENCES
GM AUDIT
GM E&S
EXTERNAL
AUDITORS
(C) OTHER
CORRESPONSES
MONTHLY
REPORTS 2ND
WEEK OF EVERY
NEW MONTH.
MEMO, LETTERS
, FROM MANA
GEMENT &
OTHER DEPT. -
(1HR)
DEPENDING ON
THE NATURE &
THE KIND OF
INFORMATION
REQUIRED.
END OF THE
YEAR STOCK
TAKING WITH
BOTH INTERNAL
& EXTERNAL
AUDITORS. - (1
WEEK)
(C)OTHER
CORRESPONDEN
CES CLARITY OF
MEMOS &
ACCESSIBILTY TO
THE INFOR
MATION
REQUIRED.
4.0 MECHANISM TO MONITOR PERFORMANCE
Budget estimates for control in line with the budgetary provision.
Activities and duties of Inventory Control Unit
Activities and duties of Replenishment Unit
Effective monitoring and safety of items
Equitable distribution of operational materials
Reconciliation of variance(s) arising from posting errors.
Annual stock taking.
End of the year Store report and Inventory.
Page 108 of 176
PROTOCOL DEPARTMENT
1.0 INTRODUCTION
The Protocol department is designed to provide and process traveling documents for officers of the Agency nominated on official
tours abroad, as well as Ministry of Aviation officials and Board Members as may be directed by the Managing Director/Chief
Executive.
2.0 MISSION STATEMENT
To offer a first class Protocol service in punctuality, comfort and convenience to staff of the Agency
3.0 SERVICE PROVISION
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/PE
RFORMANCE
TARGET
QUANTITATIVEL
Y/
QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/CONFLICTS
WILL BE DEALT
WITH)
1. Procurement/
Renewal of
International
Passport
Email:gmprotocol
@nama.gov.ng
1.30mins
Immigration
will determine
when the
passport will be
out.
Documents for
renewal of
passports.
2 passports
photos, NIN,
Old passport,
filled passport
form.
Procurement
of new
passport.
2 passport
photos, NIN,
birth certificate
or age
N/A Not
Applicable
All documents
must be
available.
Phone calls, SMS
or email.
HOD. If there
is any issue a
meeting will
be arrange.
Page 109 of 176
declaration,
local govt or
state of origin
certificate,
filled passport
form.
2 Visa Processing
Email:gmprotocol
@nama.gov.ng
Depends the
Location of the
embassy. (2hrs)
Documents
Int’l passport,
Invitation letter,
filled visa
application
form, receipt
of payment of
visa fees, 2
passports
photos,
marriage
certificate,
birth
certificates of
children,
Introduction
letter from
NAMA,
photocopy of
staff I.D card
N/A Not
Applicable
All visa
requirements
must be
available.
Phone calls, SMS
or email
HOD. If there
is any issue
we write to
the embassy
officially.
3 Procurement
of air tickets for
Local &
International
Trips
Email:gmprotocol
@nama.gov.ng
30mins Ministerial
Approval.
In
accordance
with NAMA
COS.
Not
Applicable
Ministerial
approval/Visa
Phone calls, SMS
or email
HOD. If there
is any issue, a
meeting will
be arrange
with the
agent.
4. Provision of
Hotel
accommodati
on.
Email:gmprotocol
@nama.gov.ng
10mins Official memo. N/A Not
Applicable
Official memo
must be
written.
Phone calls, SMS
or email.
HOD. If there
is any issue a
meeting will
be arrange
Page 110 of 176
with the
hotel.
5 Passage
Facilitation
including
boarding
passes
immigration/
customs
clearance for
officials of the
agency
Email:gmprotocol
@nama.gov.ng
1hour. Official memo N/A Not
Applicable
Early
information.
Phone calls, SMS
or email
HOD.
4.0 MECHANISM TO MONITOR PERFORMANCE
i. Management decision
ii. Upon information given (ODC/Vehicle are made available)
iii. Providing transportation for guest(s).
iv. Upon receipt of ministerial approval, Visa/ticket and boarding passes are procured.
v. Based on request to ensure valid documents are processed.
Page 111 of 176
ESTATE DEPARTMENT
1.0 INTRODUCTION
The Estate Department is saddled with the responsibility of Technical advice, design, construction and maintenance of the
Agency’s Civil/Building infrastructures.
2.0 MISSION STATEMENT
Provides Technical advice/detail, supervision, construction and maintenance of facilities that accommodates ATM/CNS systems in
NAMA in accordance with Standard and Recommended Practices (SARPS).
3.0 SERVICE PROVISION OF ESTATE DEPARTMENT S/N PRINCIPAL
SERVICE
ROLE/
DIVISION (UNIT)
RESPONSIBILITY
/STAFF/
CONTACT
DETAILS (EMAIL,
PHONE
NUMBER)
SERVICE
AVAILABILITY
/QUALITY/
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/WH
AT IS NEEDED TO
DELIVERY
EFFECTIVE
SERVICE
LEGAL/
OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARD/
PERFORMANCE
TARGET
QUANTITATIVE/
QUALITATIVE
COMMUNICATION
/REPORT ON
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMAPLAINTS
WILL BE DEALT
WITH
1 Provides
design
templates for
proposed
projects
gmestate@na
ma.gov.ng
90%
availability.
Depends on
proposed
project.
Engineering
standards.
Up to date
training on latest
softwares for
designs.
Provide
computers for
design
development.
ICAO
SARPS
ENGINEERING
POLICY.
Contact gm
estate.
90% Project end point
must correspond
with design
details.
Architects/engi
neers when
applicable.
2 Supervision
and
construction
of civil
engineering
NAMA
projects in -
compliance
gmestate@na
ma.gov.ng
90%
availability.
Engineering
standards.
Safety
standards.
Full access to
site
.
P.P.E should be
made available
for site
supervision.
Civil
engineering
policies.
ICAO
SARPS.
Contact gm
estate.
75% Contractor and
site
representatives
must always
agree so as to
achieve the
design purpose.
Daily site
inspection.
Carried out by
Architects/civil
engineering/su
rveyors/builder
s/project
managers.
Page 112 of 176
to safety and
standards
Depends on
the project
type.
Project vehicle
to aid effective
mobilization.
3 Facility
maintenance
i.e staff
offices /staffs
quarter.
gmestate@na
ma.gov.ng
90%
availability.
Excellent.
Delivery time
depends on
the nature of
project.
Full access to
area to be
worked on and
sometimes when
full evacuation
by occupant is
required.
Engineering
safety
policies.
ICAO,
SARPS.
Contact gm
estate.
90% Problems reported
are solved and
office/quarters
put in good
condition safe to
use.
Daily site
inspection.
4 Project
costing and
evaluation
for proper
utilization of
the agency
financial
resource
gmestate@na
ma.gov.ng
99%
availability.
Delivery
within 72hrs.
Desktop
computer for
costing and
database sake..
Bill of
engineering
measuremen
ts and
evaluation.
Annual
market price-
index.
Contact gm
estate
90% Costing are based
on the most
accurate material
cost in the
economic market.
Reviewed bi-
annually.
5 Providing
effective
water and
plumbing
services for
the agency.
gmestate@na
ma.gov.ng
90%
Satisfactory.
0 - 48hrs
(fresh
projects not
inclusive)
Continuous
training.
Make working
tools readily
available.
Fluid
mechanics.
SARPS.
Contact gm
estate
75% Very effective and
fast response.
The plumbing
unit at
receiving
signals of faulty
pipes or water
seizure
complaints,
reports to site
to access and
seize the
problems.
Page 113 of 176
SERVICOM/CUSTOMER SERVICE DEPARTMENT
1.0 INTRODUCTION
SERVICOM/Customer Service Department is responsible for the following:
Formulation, implementation and review of the Agency’s Service Charter;
Managing the Agency’s customer relations policy and grievance redress mechanism including providing opportunities for
customer feedback on services;
Instituting appropriate market research techniques in identifying customer needs and expectations;
Ensuring the promotion of quality assurance and best practices in service delivery;
Coordinating meetings of stakeholders’ consultation forum on service delivery; and,
Carrying out sensitization programmes on effective customer service delivery in the Agency.
2.0 MISSION
Committed to ensuring quality service delivery and providing information to our esteemed customers through rendering excellent
services without compromising safety.
3.0 VISION
To be a more institutionalized customer centric Department devoid of bureaucratic delays by ensuring timeliness and competence.
4.0 SERVICE PROVISION
S/N PRINCIPAL
SERVICE
ROLE/
DIVISION/
UNIT
RESPONSIBLE
STAFF
CONTACT
DETAILS (E-
MAIL)
SERVICE
AVAILABILITY
/QUALITY
STANDARD
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL /
OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES /
CHARGES
FOR
SERVICE &
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS /
PERFORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMNICATION
/ REPORT ON
PERFORMANCE
INDICATORS)
OUTCOME OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS
/CONFLICTS WILL
BE DEALT WITH)
Page 114 of 176
1 Complaints
handling
Desk officer
All SERVICOM
staff
Email:
gmservicom
@nama.gov.
ng
24/7 Provision of
adequate
information
SERVICOM
HANDBOOK
Public
Service Rules
(PRS) & other
extant
regulations
NIL In line with ICAO
standards &
Public Service
Rules
Monthly,
quarterly, &
annual reports
are sent to
Management/
Presidency
Analysis of
complaints forms,
suggestion boxes,
customer
satisfaction survey
2 Complaints
facilitation/re
solution
Nodal officer
Desk officer
All SERVICOM
staff
24/7 Submission of
complaints
with
documents
Due process Nil
On the spot,
48 hours
Resolution of
complaints are
done within 48
hours
Analysis of log
book, complaints
report, suggestion
box,
3 Publication of
service
delivery
reports
Nodal officer
All SERVICOM
staff
Monthly
Quarterly
Annually
Provision of
adequate
information
SERVICOM
HANDBOOK
Public
Service Rules
(PRS) & other
extant
regulations
NIL Monthly
Quarterly
Annually
Evidence of
publication
4 Monitoring/
supervision of
servicom staff
Nodal officer
Daily
Adherence to
work ethics
SERVICOM
HANDBOOK
Public
Service Rules
(PRS) & other
extant
regulations
NIL Daily Monitoring &
supervision of staff
5 In house
retreat/
training
programmes
Nodal officer
Assistant N.O.
Quarterly
Attendance
of
programmes
Training
materials
Nil
As the need
arises
Lectures,
reports
Page 115 of 176
6 Ease of Doing
Business
Nodal officer
All SERVICOM
staff
24/7 Publication of
service
charter
Executive
Order 01
As stated in
the service
charter
As stated in the
service charter
Feedback from
customers
Regular
consultations with
clients
7 Sensitization
programmes
handling
All
SERVICOM
staff
Monthly
All staff should
attend the
programme
SERVICOM
HANDBOOK
Not
applicable
Monthly
Quarterly
Annually
Reports and
feedback
Reports from the
sensitization
programmes are
sent to
Management on
monthly basis for
improvement
8 Activities of
SERVICOM
Committee
Representativ
es of all
Departments
Monthly Attendance
and Reports
SERVICOM
HANDBOOK
Quarterly
Annually
Reports and
inspections
Follow ups &
Reports
9 Implementati
on of local
content
policy
Deputy
Nodal
Officers
Monthly Monitoring &
attending
Procurement
meetings
Executive
Order 03
As stated in
the letter of
award of
contract
As the need
arises
Certificate of
completion
Follow up
inspection in
Stores/Equipment
10 Promotion of
quality
assurance
and best
practices in
NAMA
Service
Improvement
Officer
24/7 Adequate
Information,
Needs
Assessment,
Reformation,
Customer
FORA,
Feedback,
Compliance
SERVICOM
Mandate/
Executive
Orders
NIL Quality standard
is
Delivered on a
daily basis
Seek feedback
from customers
Via email,
Phone call,
S.M.S
Report to GM for
further
recommendation
to Management
11 Periodically
conduct
market
research with
a view to
identifying
customer
needs and
expectations
of services
Nodal officer
Service
Improvement
Officer
72 hours Adequate
Information,
Needs
Assessment,
Reformation,
Customer
FORA,
Feedback,
Compliance
SERVICOM
Mandate/
Executive
Orders
NIL Through use of
questionnaires,
Visitation of
customers,
Training,
workshop and
seminars on a
Weekly
Monthly and
Quarterly
Seek feedback
from customers
via email,
Phone call,
S.M.S.
Report to GM for
further
Recommendatio
n to
Management
Page 116 of 176
12 Document
Tracking
Service
Improvement
Officer
24 hours Adequate
Information,
Provision of
Document,
SERVICOM
Mandate/
Executive
Orders
Not
applicable
Quality standard
is
Delivered on a
daily basis
Seek feedback
from customers
via email,
Phone call,
S.M.S. Internal
memo
Report to GM for
further
Action
13 Formulation
of service
Charter
Charter Desk
Officer
Quarterly A right to full
access to
Information
SERVICOM
Mandate/
Executive
Orders
Not
applicable
Regularly Email, phone call
or SMS
Handled by the
GM
14 Service
charter
review
Nodal Officer
Charter Desk
Officer
Committee
Members
Stake holders
Staff
Every two
years
Timely
provision of
service
charter by all
Departments.
SERVICE
Charter /
Government
regulations
Not
applicable
Regularly Seek feedback
from customers
via email,
Phone call,
S.M.S. Internal
memo
SERVICPM
Charter Vetting
by Min. of
Aviation,
SERVICOM office
Presidency,
Launching or
Reviewed Service
Charter.
15 Receiving
Visitors
Complaints
Desk Officer
Ensuring
timely service.
Fill Visitors
form.
The front desk
officer
contacts the
staff to be
visited.
If approved,
tag is given to
the visitor after
signing in and
tag received
on signing out
SERVICOM
Mandate/
Executive
Orders
Not
applicable
Visitors attended
to timely void of
delays
Email, SMS and
phone
Handled by the
GM
16 Sensitization
Programs
Nodal Officer
SERVICOM
Staff
Quarterly . SERVICOM
Mandate
Not
applicable
.
Page 117 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE
i. We strive for continuous improvement through effective sensitization and support for staff. Providing excellent customer
service is a key measure of staff performance.
ii. We undertake regular customer surveys to ensure our continuous improvement programmes operate effectively
iii. Produce, review charters on a two year period and monitor performance of the Agency’s Charters on a daily basis
iv. Evolve strategies for the improvement of service delivery; provide opportunities for customer feedback on services; institute a
Complaints Procedure including grievance redress mechanism by checking our complaint boxes on a daily basis
v. Disseminate best practices on service delivery through SERVICOM enlightenment and education; manage links with strategic
partners and other stakeholders on service delivery
vi. Interact with customers to ensure they receive adequate service through proper feedback mechanisms, fora and
questionnaires.
vii. Institute appropriate market research technique in identifying customer needs and expectations
viii. Provide comprehensive and effective training policy on customer relations and related matters on bi-annual basis.
ix. Verify the authenticity of outstanding debts and ensure recovery of same.
x. Ensuring that the Agency’s customers receive an adequate level of service or help for all their queries and concerns.
xi. Ensure the promotion of quality assurance and best practices in the Agency’s performance of its functions.
xii. Monitoring staff career and appraisal system.
xiii. Collate reports and end of year activities and forward to Management and SERVICOM Presidency.
Page 118 of 176
PUBLIC AFFAIRS DEPARTMENT
1.0 INTRODUCTION
The Public Affairs department is set up to create and sustain goodwill for the Agency by ensuring that NAMA is continuously seen in
good light by people, both internal and external to the Agency.
2.0 MISSION STATEMENT
To deploy effective public relations media in promoting the image of NAMA.
3.0 SERVICE PROVISION OF PUBLIC AFFAIRS
S/N PRINCIPAL
SERVICE
ROLE/
DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS
(EMAIL;
PHONE
NUMBER)
SERVICE
AVAILABILITY
/ QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS NEEDED
TO DELIVER
EFFECTIVE
SERVICE
LEGAL /
OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/ CONFLICTS
WILL BE DEALT
WITH)
1 Drafting Press
Releases for
events that
the public
should know
Email:
gmpublicaffa
v.ng
As occasion
demands
Information from
MD/CE
NAMA act Not
applicable
Media industry
standard
News mentions GM
2. Production of
Airspace News
magazine on
a quarterly
basis
Quarterly Attendance of
NAMA events
NAMA act Not
applicable
Aviation industry
Standard
Feedback from
staff
GM
3. Photo/Video
Coverage of
NAMA events
On written
request
equipment
upgrade in line
with new trends
NAMA act Not
Applicable
Industry
standard
High standard
pictures
GM
Page 119 of 176
4. Provision of
refreshments
for all official
meetings
On written
request
Prompt payment NAMA act Not
applicable
In line with
available
funding
Staff satisfaction GM
5. Media
monitoring
1 Hour Timely delivery
by Vendor
NAMA act Not
applicable
High standard Press cutting GM
6. Writing of
feature
articles on
quarterly basis
Quarterly Availability of
material
NAMA act Not
Applicable
Media industry
standard
News mentions GM
7. Drafting
speeches as
required
As occasion
demands
Availability of
material
NAMA act Not
Applicable
Global standard Good delivery by
MD/CE
GM
8. Publishing
NAMA
handbook on
yearly basis
Annually Availability of
information
NAMA act Not
Applicable
In line with ISBN
standard
Standard print
9. Updating
NAMA
subscription to
publications
on quarterly
basis
Quarterly Prompt payment
for subscription
NAMA act Not
Applicable
N/A N/A GM
10. Production of
graphics and
artworks for
advertisement
s quarterly or
on request
Quarterly Prompt payment
for adverts
NAMA act Not
Applicable
N/A N/A GM
11. Production of
radio/tv
documentarie
s quarterly
Quarterly funding NAMA act Not
applicable
APCON
standard
Increased mileage
to NAMA
GM
12. Management
of NAMA
conference
rooms
Always open N/A NAMA act Not
applicable
High standard N/A GM
Page 120 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE
i. To collate and disseminate accurate and up to date information on the Agency after Management’s ratification and
approval.
ii. To produce well-structured and articulated speeches on behalf of Management to suit specific occasions.
iii. Provide well-researched, educative information on the Agency for reference and corporate image purposes.
iv. Update information to conform to present day status of the Agency
13. Management
of NAMA
website
Daily Interdepartment
al synergy
NAMA act Not
applicable
High standard More visits to
website
GM
Page 121 of 176
INFORMATION COMMUNICATIONS TECHNOLOGY DEPARTMENT
1.0 INTRODUCTION
The Information Communications Technology department is built and driven by information technology and computer-based
systems. As part of the process of making NAMA an automated Agency, the department has developed and implemented amongst
others the following:
Metropolitan Area Network which comprises of Campus Area Network at Headquarters, Local Area Network at Murtala
Muhammed International Airport (MMIA) and former Regional Office block as well as a node at Domestic terminal and
TRACON site
Messaging and collaboration with intranet/corporate e-mail system.
Provision of internet service and the design and construction of the Agency’s web site (www.nama.gov.ng)
Continuous Capacity building programmes for all staff
Provision of CNS/ATM Support
Enterprise VPN Infrastructure
Enterprise Resource Planning tool, that is, Microsoft Dynamics AX
Unified Communication System
Mobile application
E-Payment Portal
E-Clearance Portal, amongst others
1.0 ICT GUIDING PRINCIPLES:
“The Nigerian Airspace Management Agency will use proven information technologies to deliver the best possible service to its
customers and the public. Systems will be selected and deployed based on their effectiveness in improving the access to and
exchange of information as well as the productivity of staff in furtherance of the Agency’s objective. Systems should be intuitive,
easy to use, and integrated with other systems to eliminate duplication and redundant data entry. The Agency will commit the
Page 122 of 176
necessary resources to support these systems and ensure their security, reliability and accuracy. There will be appropriate backup
and disaster recovery.”
2.0 VISION STATEMENT
Making Information Communication Technology wok for Air Safety
MISSION STATEMENT
To provide leadership and guidance, service and support, education and technical expertise required to establish and
maintain best in class information communications technology systems for the Agency in accordance with the vision,
mission, values and goals of the Nigerian Airspace Management Agency (NAMA).”
3.0 OPERATIONAL PRINCIPLES:
The ICT department operates within the framework of its vision and mission enunciated above as well as the following as contained
in the ICT charter.
The deployment of information communications technology: characterized by both a strong service orientation and a readiness to
respond to a rapidly changing aviation environment.
Technology guiding principles
Technology Goals
Strategies
Technology Acquisition Process
ICT Knowledge transfer
Organizational Support
4.O SERVICE PROVISION OF ICT
Page 123 of 176
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE
NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/TUR
NAROUND TIME
FOR DELIVERY
CUSTOMER
OBLIGATION
/WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/ CHARGES
FOR SERVICE
AND PRODUCT
WHERE
APPLICABLE.
DELIVERY
STANDARDS/PER
FORMANCE
TARGET
QUANTITATIVELY
/QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE/
KEY
PERFORMANCE
INDICATIONS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/CONFLICTS
WILL BE DEALT
WITH)
1. E-FLIGHT PLAN AIS
DEPARTMENT;
ATC DEPT.;
24/7 DAILY
PRESENCE
WHEN NEEDED.
ICT
POLICY/SLA
CHECK
WEBSITE
QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
2. E-NOTAM AIS DEPT.; 24/7 DAILY
PRESENCE
WHEN NEEDED.
ICT
POLICY/SLA
CHECK
WEBSITE
QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
3. COMMERCIAL
BILLING
COMMERCIAL 24/7 DAILY
PRESENCE
WHEN NEEDED.
ICT
POLICY/SLA
CHECK
WEBSITE
QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
4. PAYROLL
SOLUTION IN
ACCOUNT
ACCOUNT
DEPT
24/7 DAILY
PRESENCE
WHEN NEEDED.
ICT
POLICY/SLA
Not applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
5 COMPUTER/HARD
WARE
MAINTAINANCE
Email:
gmict@nama.
gov.ng
24/7 HARDWARE
SPARE PART &
ACCESSORIES
ICT
POLICY/SLA
Not Applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
6 DESKTOP
APPLICATION
SUPPORT
BOS 24/7 CURRENT
APPLICATION
SOFTWARE
ICT
POLICY/SLA
Not Applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
Page 124 of 176
7 PRINTER
MAINTANANCE &
SERVICES
BOS 24/7 HARDWARE
SPARE PART
ICT
POLICY/SLA
Not applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
8 DSTV SUPPORT BOS 24/7 MONTHLY
SUBSCRIPTION
ICT
POLICY/SLA
Not applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
9 IT SERVICE
MANAGEMENT:
HELPD ESK
ITSM 24/7 ADEQUATE
MANPOWER
ICT
POLICY/SLA
Not Applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
PERIODIC
REVIEW &
ANALYSIS OF
CALL CENTRE
ACTIVITIES
10 CONFRENCES
MGT/MULTIMEDIA
ITSM
24/7 ADEQUATE
MANPOWER
ICT
POLICY/SLA
Not applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
11 ICT TRAININGS ITSM
AS THE NEED
ARISES
N/A ICT
POLICY/SLA
Not Applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
INFERED
FROM OUR
ANALYSIS AT
THE CALL
CENTRE
13 MANAGEMENT OF
INTERNS
ITSM
WITHIN
OFFICIAL
WORKING HRS
8AM – 4PM
N/A ICT
POLICY/SLA
Not Applicable QOS
GUARANTEED
ICT INTERACTIVE
SESSIONS WITH
INTERNS
REVIEW
SESSIONS
WITH INTERNS
Page 125 of 176
13 NAMAHQR.NET
DOMAIN SUPPORT
NETCOMMS
24/7 N/A ICT
POLICY/SLA
$22/PER
ANNUM
QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
14 INTERNET SERVICES NETCOMMS
24/7 N/A ICT
POLICY/SLA
11MILLON
NAIRA/ANNUM
QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
15 EMAIL:MESSAGIN
G
NETCOMMS
24/7 N/A ICT
POLICY/SLA
$250/ANNUM QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
16 WAN/LAN
SUPPORT
NETCOMMS
24/7 N/A ICT
POLICY/SLA
Not Applicable QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
17 ENTERPRISE
RESOURCE
PLANNING
SOLUTION
DYNAMICS AX
TEAM
24/7 N/A ICTPOLICY/SL
A
QOS
GUARANTEED
ICT QUARTERLY
CUSTOMER
SERVICE FORUM
Continuous
monitoring
24/7
Page 126 of 176
5.0 MECHANISM TO MONITOR PERFORMANCE
I. ICT Customer Service Forum
II. Key Performance Indicators clearly stated in ICT SOP and SLA documents
Page 127 of 176
PROCUREMENT DEPARTMENT
1.0 INTRODUCTION
The Procurement Department is responsible for procuring relevant goods, works and consultancy services as well as disposal of
Agency’s assets using the best procurement principles as enshrined in Public Procurement Act (PPA) 2007, Procurement Regulation
and Manuals.
2.0 MISSION STATEMENT
To ensure Transparency, Competitive, Reliable, Economic and Expeditious procurement process for deployment of Communication,
Navigation and Surveillance facilities/equipment for the safety of Nigerian airspace.
3.0 SERVICE PROVISION FOR PROCUREMENT DEPARTMENT
S/N PRINCIPAL
SERVICE
Role/Division (Unit)
Responsible/Staff/
Contact Details (E-
mail (procurement
Service
Obligation
/quality
Standard/Turn-
around time for
delivery
Customer
Obligation/
What is
Needed to
Deliver
Effective
Service
Legal/ Other
Regulations
to be
Complied
with
Fees/Charges
for Service
and product
where
applicable
Delivery
Standard/Perfor
mance Target
Quantitatively/
Qualitatively
Communication
On Performance
Indicators/
Outcomes Or
Impacts
Monitoring
Activities (How
Complains/
Conflict Will Be
Dealt with)
Page 128 of 176
1 Budget
Implement
ation in line
with
Overall
Procure-
ment
Processes
Implementation/
Overall Supervision
of Agency’s
Procurement
Processes and /
Staffs
Email:
gmprocurement@n
ama.gov.ng
The turnaround
time depends on
the procurement
process/proceed
ing and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Timely
response to
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
The Public
Procure-
ment
Act,2007,
Public
Procure-
ment
Regulations/
Manuals
And
compliance
to relevant
Federal
Circulars
Fees are
Charged for
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
Conflict/Compl
aints free
during and after
Award of
Contract
Generating
procurement
Records, for
Procurement
/Budget
Performance
The Procurement
Records is used
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
2 Implemen-
tation of
Public
Procure-
ment
Policies
and the
Public
Procure-
ment Act,
2007
Overall Supervision
of Procurement
Activities in the
department and
Procurement of
Engineering
Projects/ Services
& Complying With
The Laws
Email:
gmprocurement@n
ama.gov.ng
The turnaround
time depends on
the procurement
process/proceed
ing and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Timely
response to
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
The Public
Procure-
ment
Act,2007,Pu
blic Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Fees are
Charged for
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
Conflict/
Complaints
free during and
after Award of
Contract
Generating
procurement
Records, for
Procurement
/Budget
Performance
The Procurement
Records is used
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
The turnaround
time depends on
Timely
response to
The Public
Procuremen
Fees are
Charged for
Conflict/Compl
aints free
Generating
procurement
The Procurement
Records is used
Page 129 of 176
Overall Supervision
of PTB
Procurement
proceeding
/process in the
department and
administration
Email:
gmprocurement@n
ama.gov.ng
the procurement
process/
proceeding and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
t Act,2007,
Public
Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
during and after
Award of
Contract
Records, for
Procurement
/Budget
Performance
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
3 Project
Implemen-
tation for
Award of
The
Agency’s
IGR/
Capital
Project and
FGN
Appropria-
tion
Overseeing users
department
inputs/request for
the development
of BOQ, BEME and
Specifications for
contract
packaging
Email:
gmprocurement@n
ama.gov.ng
The turnaround
time depends on
the procurement
process/proceed
ing and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Timely
response to
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
The Public
Procure-
ment
Act,2007,Pu
blic Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Fees are
Charged for
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
Conflict/
Complaints
free during and
after Award of
Contract
Generating
procurement
Records, for
Procurement
/Budget
Performance
The Procurement
Records is used
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
Page 130 of 176
4 Project
monitoring
and
document-
tation
Processing and
Conveying all
Procurement
proceedings to
appropriate
approving
Authorities,
Procurement
Planning and
Procurement
Records in line with
extant rules and
regulations.
Email:
gmprocurement@n
ama.gov.ng
The turnaround
time depends on
the procurement
process/
proceeding and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Timely
response to
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
The Public
Procure-
ment
Act,2007,
Public
Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Fees are
Charged for
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
Conflict/
Complaints
free during and
after Award of
Contract
Generating
procurement
Records, for
Procurement
/Budget
Performance
The Procurement
Records is used
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA..
5 Handling and
processing of
Evaluation
Committees, NTB
and PPC
procurement
progress report
Email:
gmprocurement@n
ama.gov.ng
The turnaround
time depends on
the procurement
process/proceed
ing and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Timely
response to
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
The Public
Procure-
ment
Act,2007,
Public
Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Fees are
Charged for
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
Conflict/
Complaints
free during and
after Award of
Contract
Generating
procurement
Records, for
Procurement
/Budget
Performance
The Procurement
Records is used
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
6 Administration and
Management of
The turnaround
time depends on
Timely
response to
The Public
Procuremen
Fees are
Charged for
Conflict/
Complaints
Generating
procurement
The Procurement
Records is used
Page 131 of 176
Out Station
procurement,
processing and
making provision
for processing of
documents for
secretariat file.
Email:
gmprocurement@n
ama.gov.ng
the procurement
process/
proceeding and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
t Act,2007,
Public
Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
free during and
after Award of
Contract
Records, for
Procurement
/Budget
Performance
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
7 Processing and
monitoring of e-
procurement
activities ICT
Management,
handling of
requisitions and
Collation of all
procurement
proceedings/
Documentation
Email:
gmprocurement@n
ama.gov.ng
The turnaround
time depends on
the procurement
process/
proceeding and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Timely
response to
Solicitation
Documents,
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
The Public
Procure-
ment
Act,2007,
Public
Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Fees are
Charged for
Standard
Bidding
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
Conflict/
Complaints
free during and
after Award of
Contract
Generating
procurement
Records, for
Procurement
/Budget
Performance
The Procurement
Records is used
to monitor
performance of
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
8 Handling of EOI
and
Prequalification
Documents,
The turnaround
time depends on
the procurement
process/proceed
Timely
response to
Solicitation
Documents,
The Public
Procure-
ment
Act,2007
Fees are
Charged for
Standard
Bidding
Conflict/
Complaints
free during and
Generating
procurement
Records, for
Procurement
The Procurement
Records is used
to monitor
performance of
Page 132 of 176
processing of
Procurement
Record details and
evaluation report
among other
responsibility in the
GM Procurement
office.
ing and
procurement
methods for
award of
Agency’s
contract in
compliance with
public
procurement
Act, 2007.
Adverts,
Standard
Bidding
Documents
(SBD). and
Compliance
to
Procurement
Regulation
Process From
Both Service
providers and
the users
department.
,Public
Procure-
ment
Regulations
And
compliance
to relevant
Federal
Circulars
Documents
as the case
may be. This
Provision is
contained in
the PPA, 2007
after Award of
Contract
/Budget
Performance
all procurement
proceedings to
ensure
compliance in
conjunction with
finance and
users
department.
Conflict
resolution is dealt
with as stipulated
in 2007 PPA.
MECHANISM TO MONITOR PERFORMANCE
There is price monitoring/intelligent committee to ensure that the Agency’s procurement has value for money
Establishment of a system to continuously monitor all procurement and financial information related to procurement
implementation
Provision of feedback mechanism for all procurement proceedings.
Page 133 of 176
HUMAN RESOURCES DEPARTMENT
1.0 INTRODUCTION
The Human Resources Department handles all matters relating to human resources and staff welfare which includes planning the
Agency’s Human resource; Sourcing, Recruitment and Selection; Human Resource capacity building/evaluation; Salary
Administration; Pension Administration; Motivation; Job enrichment, compensation and allowances. Evolving safety procedures and
its implementation as well as managing the welfare requirements of the workers thereby maintaining a harmonious
worker/management relationship
2.0 MISSION STATEMENT
To provide strategic Human Resources Services in Sourcing, Recruiting, Selecting, Training, Administration, Staff Welfare Services,
Supporting and evaluating the required Personnel of NAMA.
3.0 SERVICE PROVISION OF HUMAN RESOURCES
S/N
PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/ CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY
/ QUALITY
STANDARD/
TURN
AROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL / OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS)
MONITORING ACTIVITY
(HOW COMPLAINTS/
CONFLICTS WILL BE
DEALT WITH)
PERSONNEL Email:gmhr@na
ma.gov.ng
1 Upgrading and
Conversion
DGM (Personnel)
Email:
v.ng
7 days and
maximum of
14 days.
Timely receipt
of
applications
for upgrading
and
conversion,
approvals
from
Conditions of
Service, Public
Service Rules,
Schemes of
Service
Not
applicable
Advice Mgt to
enable it take
informed
decisions on
Upgrading &
Conversion of
staff to enhance
Dependent on
policy on
recruitment,
appointments and
extant guide on
Upgrading/
conversion of
staff.
(i) Applications are
received from staff.
(ii)Staff files are
requested from the
Registry unit.
(iii) Applications are
treated as soon as files
are made available by
Page 134 of 176
approving
authorities
and
committee
their career in
service.
recommendations
based on Scheme of
Service through a
memo for
Management
approval. Complaints
are treated minimum
of 48 hrs.
2 Appointments/
Staff Transfers
DGM (Personnel) 7 days and
maximum of
14 days
Timely release
of approvals,
computations
of staff
transfer, etc.
Conditions of
Service, Public
Service Rules,
Schemes of
Service
Not
applicable
Execute Mgt’s
decision on staff
appointment,
movement and
ensure the
transferred staff
are adequately
compensated in
line with the
agency’s
conditions of
service.
Memos based on
Management’s
decision and
policy.
(i)Complaints from staff
are resolved
immediately the files
are available from the
Registry. (ii)For any
complaint that comes
in, submission are
forwarded for
Management’s
approval and
immediately
Management
approved it, response
are also forwarded to
the staff concerned.
3 Shortlist eligible
staff and
conduct
promotion
exercise.
DGM (Personnel) Annually Submit APER
forms, write
promotion
and attend
interview
Conditions of
Service, Public
Service Rules,
Schemes of
Service
Not
applicable
Circulars, Memos
based on
Management
decision and
policy.
Utilization of approved
promotion criteria.
4 Offer/Renewabl
e of contract
appointments
DGM (Personnel) 14 days Submission of
application
and relevant
documents in
accordance
with PSR &
COS.
Conditions of
Service, Public
Service Rules,
Schemes of
Service
Not
applicable
Management
decision and
policy
Records of
supervision/SERVICOM
Survey
RECORDS &
REGISTRY
Page 135 of 176
1 Documentation
and update of
Staff Records
Records and
Registry /DGM
(R/R)
3 days Update of
Staff Records/
Input from
appropriate
Department
Public Service
Rule (PSR),
Conditions of
Service (COS),
Scheme of
Service (SOS),
Administrative
Manual, Extant
Govt. Circulars
Not
Applicable
Ensure up-to-
date employee
records
Number of
Complaints
Records of
supervision/SERVICOM
Survey
2 Nominal Roll
Management &
update.
Records and
Registry /DGM
(R/R)
Monthly Make
observations
if necessary
Conditions of
Service, Public
Service Rules,
Schemes of
Service
Not
Applicable
Ensure up-to-
date employee
records
Email updated
data to the HOD
System Audit and
monitoring
3 Management of
Staff Files
Records and
Registry/DGM
(R/R)
14 days Public Service
Rule (PSR),
Conditions of
Service (COS),
Scheme of
Service (SOS),
Administrative
Manual, Extant
Govt. Circulars
Not
Applicable
Ensure
protection of
information data
base for
Management
decisions
Give feedback at
meetings
Records of
supervision/SERVICOM
Survey\
SALARY
ADMINISTRATION
1 Preparation of
Staff Salaries
and Allowances
Salary Variation/
Administration
/DGM (SA)
Monthly Timely
Preparation
of Salary
Input/ Proper
Authorization
Public Service
Rule (PSR),
Conditions of
Service (COS),
Scheme of
Service (SOS),
Approved
Salary
Structure
Not
Applicable
Timely Payment
of Staff Salary
and Allowance.
Phones Records of
supervision/SERVICOM
Survey
INDUSTRIAL
RELATIONS
Page 136 of 176
1 Interface with
Unions &
Professional
Associations
Industrial
Relations &
Discipline/DGM
(IR)
Email:gmhr@na
ma.gov.ng
Monthly Timely
presentation
of
requests/com
plaints.
COS, SOS, PSR Not
Applicable
Ensure the
prevalence of
Industrial
Harmony within
the Agency.
No of Industrial
Actions within a
specified period.
Continuous interaction
with the various
organizations.
2. Respond to intra
and inter-
Ministerial
requests on staff
issues.
Industrial
Relations &
Discipline/AGM
(IR)
3 days Ministries and
Agencies
COS & PSR Not
Applicable
Ensure that
qualified Staff
/Ministerial issues
are treated
adequately.
Memos, emails. Records of
supervision/SERVICOM
Survey
3 Processing of
Staff Request
payment of COS
Allowances
Industrial
Relations (IR)
Weekly Timely
presentation
of requests.
Staff
Conditions of
Service
Not
Applicable
Ensure that
qualified Staff
are
recommended
for payment.
Memos, emails. Records of
supervision/SERVICOM
Survey
DISCIPLINE
1 Staff Discipline
Resolve and
ratify disciplinary
issues
Discipline/DGM
(D)
Email:gmhr@na
ma.gov.ng
2 days Speedy and
formal reports
of disciplinary
issues.
COS & PSR Not
Applicable
Maintain
Discipline within
the workforce.
No of Disciplinary
Cases handled
within a specified
period.
Timely Investigations.
3 months
2 Call and
organize
disciplinary
Committee (DC)
seating
Discipline/DGM
(D)
3 days Attend DC
sittings and
ratify or
review
recommenda
tions
COS & PSR Not
Applicable
Maintain
Discipline within
the workforce.
Give feedback at
meetings
Records of
supervision/SERVICOM
Survey
PENSION
1. All Pension
related matters,
coordinate all
Pension Board
activities
DGM Pension
Email:gmhr@na
ma.gov.ng
2 Weeks Pension Reform
Act 2014
NAMA
condition of
service, Public
Service rules
Not
applicable
Ensure all
pension matters
and issues are
addressed as
timely as
possible.
Memo,
notification letters
The DGM calls for
meeting where issues
complaints are
discussed and
resolution is made.
Page 137 of 176
and Extant
circulars.
2 Receives letter
of notification of
retirement by
retirement
officer,
compilation of
officers due for
retirement.
Reviews and
check all
computations,
e.g. Pension and
Death Benefits
before it is
forwarded to
GMHR for
endorsement to
Management
Email:gmhr@na
ma.gov.ng
1 Week Submission of
relevant
documents
NAMA
Condition of
Service, Public
Service Rule.
Not
Applicable
Prompt and
timely process of
benefits within a
week.
Memo,
notification letters
The DGM calls for
meeting where issues
complaints are
discussed and
resolution is made
3 Acknowledgem
ent of retirement
letters,
notification of
retirement list of
retired staff.
Email:gmhr@na
ma.gov.ng
2 weeks Submission of
relevant
documents
Pension Reform
ACT 2014.
Extant rules
Not
Applicable
Prompt and
timely process of
benefits within
two weeks.
Memos, email and
phone.
The DGM calls for
meeting where issues
complaints are
discussed and
resolution is made.
4. Computation of
Terminal
Benefits.
Email:gmhr@na
ma.gov.ng
2 weeks Updated
record of
service.
NAMA
Condition of
Service and
Public Service
Rules.
Not
applicable
Prompt and
timely process of
benefits within
two weeks.
Memos, email and
phone.
The DGM calls for
meeting where issues
complaints are
discussed and
resolution is made
TRAINING/MANP
OWER DEVELOP-
MENT
Page 138 of 176
1 Training DGM (Training)
Email:
v.ng
Annually Officers must
fall within the
Grade level
or range for
the training,
courses, etc.
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
training within
the year.
Memo, AFTN,
nomination letters
i. Carry out annual
assessment using the
APER form.
ii. Staff Survey
2 Training needs
Analysis
DGM (Training)
Email:
v.ng
Annually Readiness to
learn
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
training within
the year.
Email, letters of
notification.
Identifying training
gaps
3. Nomination/app
roval of courses
DGM (Training)
Email:
v.ng
Annually Readiness to
learn
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
training within
the year.
Email, letters of
notification.
Undertake Annual
audit checks to ensure
that set targets are
met.
ii. Staff Survey
4. Implementing
training
programmes
DGM (Training)
Email:
v.ng
Annually Readiness to
learn
Readiness to
learn
Not
Applicable
Prompt and
timely process of
training within
the year.
Create training
action plan
Carry out constant
evaluation for optimal
performance.
5. Evaluating
training
programmes
DGM (Training)
Email:
v.ng
Annually Readiness to
learn
Fill evaluation
forms
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
training within
the year.
Ensure training
needs are met
and send the
report to
Management
Staff Survey
6. Preparation of
quarterly training
report
DGM (Training)
Email:
v.ng
Quarterly NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
training within
the quarter.
Assess the
effectiveness of
staff training and
send report to
Management.
Monitoring of
submission of report to
Management by Log
7 Preparation of
annual training
Budget
DGM (Training)
Email:
v.ng
Annually NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
training budget
within the year.
Average training
cost per
employee is
mailed to
Management.
Monitoring of
submission of report to
Management by Log
8 Staff
Development:
Processing of
DGM (Training) 3 days Submission of
application
letter,
NAMA
Conditions of
Service, Public
Not
Applicable
Prompt and
timely process of
staff
Email, letters of
notification
Number of approval
granted to staff.
Notification of
Page 139 of 176
study approval
(full/Part time)
acknowledgem
ent of
Academic
transcripts,
Certificates and
Statement of
results.
Email:
v.ng
admission
letter,
transcript and
certificates.
Service Rules
and NAMA Act
development
within 3 days.
completion of studies
by staff. Transcripts
forwarded from
institutions. Unit reports,
supervision of
incoming/outgoing
registers. Interface with
statutory bodies on
study related matters.
Phone calls, emails,
follow-ups
9 Processing of
education grant
for acquisition of
Masters degrees,
HND, OND &
NCE.
DGM (Training)
Email:
v.ng
2 days Submission of
duly APER
Forms
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
grant within 2
days.
Email, letters of
notification
Register log of
application received
from staff. Ensuring that
the course of study has
Management’s
approval and
transcript received.
Liaise with audit &
Finance Dept to ensure
prompt payment.
10 Processing of
bond
agreement for
staff on full-Time
study
DGM (Training)
Email:
v.ng
2 days Signing of
bond
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process of
bond
agreement
within the year.
Email, letters of
notification
Liaise with Legal
Department to ensure
bond Agreement is
executed by staff.
11 Counselling of
staff on study
related matters.
DGM (Training)
Email:
v.ng
24 hours Physical
Presence of
staff
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely
counselling of
staff with 24
hours.
One on one,
workshop.
Head/Assigned
supervisors
12 Brief
writing/minutes
on study related
matters
DGM (Training)
Email:
v.ng
24 hours NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely briefs
within 24 hours.
Email, letters of
notification
Head/Assigned
supervisors
Page 140 of 176
13 Resumption from
study
leave/reinstate
ment of salary
DGM (Training)
Email:
v.ng
24 hours Physical
Presence of
staff
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process
within 24 hours.
Email, letters of
notification
Liaise with Finance/HR
Dept to ensure
reinstatement of salary.
Certificates and
transcripts.
14. Requisition/
Retrieval of staff
personal files
from Registry
DGM (Training)
Email:
v.ng
24 hours Submission of
application or
request
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process
within 24 hours.
Email, movement
Registers
Unit Head, Assigned
supervisor, Scheduled
officer.
15. Processing of
staff Annual
Performance
Evaluation
report
DGM (Training)
Email:
v.ng
2 days Submission of
duly
completed
APER form
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process
within 24 hours.
Memos. Suggestions for
seminars, workshops
lectures, Int/National
programmes and
redeployment of staff
based on analysis
received from APER
Forms
16. Acceptance/
Processing of all
matters on
Corpers,
Industrial
attaches in
NAMA
DGM (Training)
Email:
v.ng
Annually Submission of
application
letter, IT letter
from school,
guarantor’s
Letter and
card.
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process
within the year.
Memos
Vetting of relevant
documents. Monthly
inspection. Monthly
clearance from
Departments.
17 Orientation
programs for all
NYSC& IT
members in
NAMA
DGM (Training)
Email:
v.ng
Annually Physical
presence of
NYSC, IT
Members.
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely process
within the year.
Email, letters of
notification
Counselling, Lectures
and follow-up on
suggestions made &
complaints raised.
18. Inspection/coun
selling of all
NYSC IT
members in
NAMA
DGM (Training)
Email:
v.ng
Monthly Physical
presence of
NYSC, IT
Members
NAMA
Conditions of
Service, Public
Service Rules
and NAMA Act
Not
Applicable
Prompt and
timely
counselling
within a month.
Call, Email, letters
of notification.
Regular Counselling
MANPOWER
DEVELOPMENT
Page 141 of 176
1
Manpower
Development
DGM
(Manpower
Dev.)
Email:
v.ng
Notification
of
Admission,
Request for
Education
Grant,
Submission
of
Certificate,
Application
for
Study./48hrs
except the
file is not
found
immediately
in the
registry.
Administer
letter for
verification,
seek for
Management
’s approval,
and
communicat
e to the
officer of the
approval,
submission of
first semester
result that
qualifies the
officer for the
education
grant.
NAMA
Conditions of
Service, Public
Service Rule.
Not
Applicable
Part – time study,
First Semester
result, seek for
course that is not
readily available
for study leave
Official letter,
education grant
through memo of
approval.
The HOD
communicates the
officer with reason of
disqualification
Page 142 of 176
WELFARE UNIT
01 Medical
Refund
Financial
Assistance
(Medical).
DGM (Welfare)
Email:gmhr@nam
a.gov.ng
On Request
Two Days.
Must Be Staff Of
NAMA.
COS, PRS/NAMA
Policy.
Not Applicable Referral From
AVMC/Manage
ment Approval
Memo,
Phone
No/Email
Request is sent
to AVMC for
Professional
Advice/Evaluati
on and
recommendatio
n for
Management
Approval. Delay
arises from
noncompliance
with rules
guiding refund
and letters are
written to the
affected officers
regarding that.
When the issue is
resolved
application is
forwarded for
Management
approval within
2dyas
02 NHF
Processing
Cards For
Retired
Staff/Two
Days.
Must Be A Retired
Staff Of NAMA
COS/PRS
Not Applicable
Updating And
Processing Of
Payment On
Retirement.
Memo/
Retired staff are
required to fill
the necessary
forms for the
refund of their
contributions
Page 143 of 176
Warm Clothing
Professional
Allowance
Two Days
Two Days
Approval Must Be
Given To A Staff For
Foreign Trip From The
Ministry Every 3years.
Non-Operational
Staff
COS
NAMA Policy
Not Applicable
Not Applicable
Processing For
Payment
Processing For
Payment
Memo
Memo
and forward for
onward process
and payment at
the Federal
Mortgage Bank
of Nigeria. Any
complaint are
referred back to
NHF
Within 24hours
Request for
Warm clothing
allowance is
paid to staff sent
on approved
training abroad
with temperate
climate and is
paid once in 3
years. Complaint
arising from
delay is
resolved by
asking the
officer to
forward
necessary
document
needed to
process the
request within
24hours
Professional
allowance is
paid to staff that
Page 144 of 176
are awarded
certificate from
various
professional
bodies viz; CIPM,
NIM, ICAN ANAN
NIMN ETC in line
with NAMA
COS/Policy
Processing For
Management
Approval
PROCESSING
FOR
MANAGEMENT
APPROVAL
03 Housing En-
Bloc ,Car
Refurbishing
And
Motorcycle
Loan
On Request
And Timely
Response
Within
24hours For
Individual
Request And
One Week
For Collation
Of Group
Request
Must Be A Staff Of
NAMA
.
COS/PRS
N/A Referral From
AVMC/Manage
ment Approval
Memo,
Phone/
Processing of
these allowance
is done monthly,
based on the
date of
application in
view of the
numbers of
request and
considering the
amount
allocated for
each month.
Only staff who
have spent
5years in the
service of the
Page 145 of 176
agency are
eligible FOR
Management
consideration
and approval
04
PALLIATIVE
RATING
ALLOWANCE
INDUCEMENT
SHIFT DUTY
ON REQUEST
/TWO DAYS
MUST BE A STAFF OF
NAMA
COS Not applicable a.
AIRPORT IN
NORTH EAST
THAT ARE
AFFECTED BY
BOKO HARAM
/INSURGENCY
b.
RATING IN LINE
WITH
NCAA/ICAO
REGULATION
AND STANDARD
c.
ENDORSEMENT
PROCESSING OF
REQUEST/MANA
GEMENT
APPROVAL
MEMO/
These allowance
are paid to staff
as stipulated in
the COS
Compliant
which arises
from non-
payment of
arrears
are resolved
sighting
management
new policy that
all application
on allowances
are to be
processed
based on the
date of
application and
without any
recourse to
arrears.
05 Bank Loan
On Request
/Two Days
Must Be A Staff Of
NAMA
NAMA Policy
Not applicable Forms To
Staff/Managem
ent For Approval
Memo/
Bank Loan Is
Granted Only To
Staff Who Are
Not Indebted
And Are Eligible.
The Application
Page 146 of 176
Is Sent To
Management
For
Consideration
and Approval.
After vetting and
evaluation
06 Allocation Of
Official
Quarters
/Restoration Of
Housing
Allowance
On
Request/Two
Days
A Staff Must Be
Quartered or must
have applied for
Quarters
accommodation and
Mgt approval
granted.
COS Not applicable Application/
Processing For
Approval
Memo,
Phone/
For staff who
are allocated
official quarter a
percentage of
their housing
allowance is
deducted
monthly while for
those Staff Who
Vacated The
Official
Quarters, their
housing
allowance are
restored. Where
complaint arises
as a result of
continued
deduction of a
staff housing
allowance when
he/she is no
longer
quartered, a
memo for refund
of the deducted
months in arrears
will be
forwarded to
Management
for approval
within 24 hours.
Page 147 of 176
07
LEAVE MATTERS
ON
REQUEST/24H
OURS.
MUST BE A NAMA
STAFF
COS Not applicable COLLATED AT
THE HQ/
MANAGEMENT
APPROVAL
Processing/
Management
Approval for
Payment Of
Leave Grant On
Monthly Basis.
08 Bereavement
Assistance
Burial
Assistance
On Request
24hours
On Request
24hours
Must Be A Staff Of
NAMA
Must Be A Staff Of
NAMA
COS
COS
Not applicable
Not Applicable
Application/
Death
Certificate
Notification Of
Death
Memo,
Phone/Em
ail
Memo,
Phone/Em
ail
Bereavement
Assistance Is Paid
to Staff Who
Losses Spouses,
Father/Mother
These Request
Can Only Be
Granted When
The Necessary
Document Are
Attached. Staff
Requesting For
Bereavement
Assistance After
2 Months Of The
Incident Shall
Not Be
Considered
As Stipulated In
NAMA COS.
Burial Assistance
is Paid To The
Next-Of Kin Of
The Deceased
Staff To Assist The
Family For Burial
Page 148 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE
i. Criteria for promotion are based on vacancy, merit, performance, relevant qualifications and the provision of NAMA’s
Scheme of service on career progression.
ii. Disciplinary procedures are initiated on the grounds of reported misconduct or an employee’s general incompetence or
inefficiency. The Agency have senior and junior staff committees that review disciplinary cases in accordance with NAMA
condition of service.
iii. Coordinate & Conduct In-service training, every year.
iv. Maintain excellent relationship with all the trade unions representing the workers. Union and Management meet frequently as
a means of avoiding/resolving industrial dispute.
v. Undertake daily/weekly/monthly dissemination of information through internal memos, circulars, the in-house journal, Airspace
News and through routine meetings with Unit Heads.
Rite Including
Transportation of
The Corpse To
The Place Of
Final Rest. This
Gesture is Part
Of Management
Contribution
Towards The
Burial Of The
Demise Officer
As Stipulated In
The Agency’s
COS /PSR
Page 149 of 176
ADMINISTRATION DEPARTMENT
1.0 INTRODUCTION
The Admin Department is saddled with the responsibility of coordinating security activities of man and material in NAMA and keeping
the corporate environment clean and habitable for staff.
2.0 MISSION STATEMENT
The Admin Department is committed to effective, efficient affordable, safe and economic safety of Agency’s CNS (Communication
Navigation Surveillance) Equipment as well as ensures a healthy, clean and secured office environment for the staff to perform their
duties.
3.0 SERVICE PROVISION OF ADMIN DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/ DIVISION
(UNIT)
RESPONSIBLE/
STAFF
CONTACT
DETAIL/EMAIL
PHONE
NUMBERS
SERVICE
AVAILABILITY/
QUALITY/
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/WH
AT IS NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/
OTHER
OBLIGATION
TO BE
COMPLIED
WITH
FEES
CHARGES
FOR SERVICES
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVE/Q
UALITATIVE
COMMUNICATION/
REPORT ON
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY HOW
COMPLAINTS/
CONFLICT WILL
BE DEALT WITH
1 Production of
staff ID Card
ADMIN
DEPARTMENT
Email:gmadmi
g
Commitment
and dedication
Nil Not
Applicable
Highest standard
For Newly
Employed
1-hour
Renewal 1-hour Nil Updating to the
present status of staff
in line with promotion,
Page 150 of 176
upgrading and
expiration
Missing Id Card
Reprinting
1-hour Empathy Replacement of lost
ID card
Agency
Contractor &
Consultant
printing
1-hour Nil Highest standard Providing means of
identity and access
to our facility for
Contractors,
Consultants and our
Technical Partners,
Issuance of gate
pass:-
Industrial
Attachés
NYSC Members.
1-hour Access control Not
applicable
Identity of IT students
in the Agency
2 SECURITY ADMIN
DEPARTMENT
Supervision of
security
operatives:-
NAMA Security
Legionnaires
Outsourced
Security
Armed Police
Armed Airmen
Supernumerary
Police
1-day Focus For the
outsourced
security in
line with the
contractual
agreement
Highest standard To ensure that critical
safety equipment
and location are
adequately manned.
Develop a robust
relationship with the
Police and Air force
authority to get their
timely support and
response towards our
security needs.
Posting and
Deployment of
security
personnel
1-day Aptness Nil Not
applicable
Highest standard
Preparation of
monthly salary of
the outsourced
security
operatives,
1-hour commitment Nil To ensure timely
payment of salary to
avoid compromise
Page 151 of 176
Armed Police
and Armed
Airmen.
Police/Airport
Community
relation
Meetings
On invitation vigilance Synergy with the
Police and the Airport
community, sharing
useful information
Keeping of
register at the
Security post for
staff who work
during the
weekends
5-minutes Nil Not
applicable
Highest standard Ensuring security of
personnel and office
facility at weekends
Installation of
Biometric Access
control, CCTV
and Body
scanner
Period of
contract
innovativeness Not
applicable
Complementing
physical security with
application of
modern security
gadget and
technology.
Checking of car
boots at closing
hours
Momentarily Not
applicable
To ensure full
compliance of all the
staff to security
dictates.
NCAA/Other
Parastatals
periodic
Aviation
stakeholders
security meeting
On invitation Not
applicable
To meet up best
practice in our
security architecture
in line with
industry/ICAO
standard.
Security patrol
vehicle
Periodically Nil To ease
transportation duty
ad-hoc visit and
supervision of security
bits
Solid Waste
Management
Monthly Not
applicable
Highest standard Securing a healthy
environment free of
filth and epidemics
Page 152 of 176
and Refuse
Disposal
Fumigation and
De-ratting of
Offices and
Management
Residential
Quarters.
Quarterly Nil In line with
contractual
agreement
working and safe free
of rats, insect and
dangerous reptiles
Office Allocation 1-day To create a
conducive work
spaces for all staff.
Office Cleaning,
Environmental
Upkeep
Admin Dept 2-hour,
daily
For CENTREX
in line with
contractual
agreement
Not
applicable
To ensure that all
offices,
conveniences, and
the Agency premises
are tidy in order to
have a healthy
environment.
Coordination of
Reception-
Lounge
2-hours Highest standard Control the influx of
visitors.
Effective supervision
and control of
human traffic into the
premises Reduces
loitering and prevent
unwanted visitors
during office hours.
Vehicular
Control and Car-
Routinely Ensuring effective
vehicular movement
and utilization of
Page 153 of 176
Park Manage-
ment
parking space in
conformity with the
master plan.
Preparation of
Reports and
Monthly Bills of
Temporary/Hired
Cleaning
Personnel
1-day Nil Not
applicable
Highest standard Better Service
Delivery.
Avoiding
compromise of any
kind
Cleaners Duty
Roster
Weekly Fixing cleaners for
shift duties
Water supply Periodically Ensuring supply of
water
Cleaning of
surroundings,
weeding and
trimming of
flowers
Daily Nil Highest standard Ensuring clean and
healthy environment.
Fire Prevention
and Safety
Daily Safety
consciousness
Nil Not
applicable
Ensuring that all fire
alarms and fire
prevention
equipment are in
good working
condition.
Safety of Personnel
and Equipment.
Page 154 of 176
Access-Control
at the Airport
Toll-Gate
Annually Obligation Nil Access Permit of the
Toll-Gate
4.0 MECHANISM TO MONITOR PERFORMANCE
• All Admin staff must work towards achieving the goals and the objectives of the department and the overall set goals and
objectives of the Agency in general.
• They must be firm and fair to all.
• They must put on positive attitude, develop good interpersonal relationship and exploit effective communication with
colleagues and superiors to help the job.
• Above all, staff must be alert to their job.
Page 155 of 176
FINANCE AND ACCOUNTS DIRECTORATE
1.0 INTRODUCTION
The Finance Department transcends payments of funds to staff and creditors. It consists of Budget and Vote Control, Treasury, Staff
Salary, Computer Salary, Staff Accounts units, Debtors, Insurance, Fixed Assets Management and Stores Management units.
2.0 MISSION STATEMENT
To ensure prudent management of NAMA’s financial resources in the process of providing safe and functional air navigation services
in line with ICAO and other international standards.
3.0 SERVICE PROVISON FINANCE DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/ DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT DETAILS
(EMAIL; PHONE
NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL/ OTHER
REGULATIONS TO
BE COMPLIED WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS
WILL BE DEALT
WITH)
1 EFFECTIVE
COORDINATION
OF THE GENERAL
FINANCIAL AND
ACCOUNTING
PROCESS OF THE
AGENCY, IN LINE
WITH BEST
PRACTICE.
SUPPORT FOR
POLICY
DECISION
MAKING
GMF-
gmfinance@nam
a.gov.ng
Daily Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
Not
Applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Page 156 of 176
CONTROL AND
MGT. ACTS
complaints
can be lodged
in person, in
writing or
through email
2 Coordination of
the activities of
Accounts
department to
ensure timely
preparation and
production of
periodic
financial reports
for
management
decision making
to meet
statutory
requirements.
GM (ACCOUNTS)
gmaccounts@na
ma.gov.ng
Daily, Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complains/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
3 Coordination of
the activities of
budget, staff
account,
salaries/pension
units to ensure
that financial
processes are in
line with best
practices
gmfinance@nam
a.gov.ng
Daily, Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complains/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
Page 157 of 176
CONTROL AND
MGT. ACTS
in person, in
writing or
through email.
4 Coordination of
the activities of
Final accounts,
management
information
Reporting and
stores Accounts
units to ensure
that all relevant
reports are
produced
accurately and
timely as well as
ensuring that the
statutory
financial audit of
the Agency is
carried out
within required
period.
gmfinance@nam
a.gov.ng
Daily, Monthly.
Quarterly and
yearly as the
case may be.
TIMELY INPUTS
FROM THE
VARIOUS UNITS
AND
BRANCHES;
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complains/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
5 Coordination of
the activities of
treasury, cash
office,
Reconciliation
and forex units
to ensure a
seamless
payment system,
sound financial
planning
architecture and
reporting.
gmfinance@nam
a.gov.ng
Daily, Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Page 158 of 176
CONTROL AND
MGT. ACTS
complaints
can be lodged
in person, in
writing or
through email.
6 Coordination of
the activities of
Receivable and
insurance units
to ensure
maintenance,
update and
reconciliation of
debtors records
DGM CREDIT
CONTROL
Daily, Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complains/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
7 Coordination of
the activities of
payable and
fixed Assets unit
to ensure
maintenance
and update of
creditors, other
third party and
Fixed assets
records
DGM PAYABLE
gmfinancenama.
gov.ng
Daily, Monthly.
Quarterly and
yearly as the
case may be.
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
Page 159 of 176
CONTROL AND
MGT. ACTS
in person, in
writing or
through email.
8 Monthly
reconciliation of
all the Agency’s
bank accounts
with respective
banks to make
sure statements
are in
agreement with
NAMA
cashbooks.
HEAD,
RECONCILIATION
UNIT
Monthly.
Quarterly and
yearly as the
case may be.
Monthly
Reconciliation
of Treasury
Single Account
(TSA) and
Capital Bank
Account With
Central Bank
of Nigeria
(CBN).
Timely input
from the Cash
and
Expenditures
Unit as it relates
to the Cash
book and the
Bank
Statement
from Central
Bank of Nigeria
(CBN).
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
Applicable.
Financial
Statement that
reflect the
correct Bank
reconciliation
Reporting.
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complains/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
9 Preparing
Treasury
performance
reports and cash
flow projection
for
management
information
TREASURY MGT.
UNIT
Monthly.
Quarterly and
yearly as the
case may be.
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
Page 160 of 176
writing or
through email.
10 Maintenance ,
update and
reconciliation of
debtors’ or
Receivable
records
HEAD, CREDIT
CONTROL/RECEIV
ABLE UNIT.
Daily Monthly.
Quarterly and
yearly as the
case may be.
TIMELY INPUTS
FROM THE
VARIOUS UNITS
AND
BRANCHES;
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
11 Ensuring the
maintenance of
third
party/contract-
ors’ records and
payment of bills
through the
preparation of
payment
vouchers
HEAD, PAYABLE
UNIT
Daily Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
Page 161 of 176
12 Preparation of
staff related
payment
vouchers, last
pay certificate
(LPC) and
ensuring
retirement of
cash advances
HEAD, STAFF
ACCOUNTS UNIT
Daily Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
13 Preparation and
Processing of the
Agency’s staff
monthly salaries
and pension
HEAD,SALARY
AND PENSION
ENSURES
TIMELY AND
ACCURATE
PROCESSING
OF PAYROLL
AND PENSIONS
LATEST 23RD OF
EVERY MONTH.
MONTHLY
UPDATE OF
STAFF LOAN
MONTHLY
UPDATE OF TAX
AND PFA
SCHEDULE/SUB
MISSION TO
THE VARIOUS
PFA.
TIMELY INPUT
FROM HR,
AUDIT, STATION
ACCOUNTANT,
CO-
OPERATIVES
AND A
SERVICABLE
INTERNENT.
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
FINANCIAL
STATEMENT
REFLECT THE
ACCURATE STAFF
LOAN BALANCE.
AVOIDANCE OF
GHOST
WORKERS
STRICT
COMPLIANCE
WITH PRA ON
PENSION
DEDUCTIONS
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
Page 162 of 176
14 Processing of
payments to
outstations and
checking of
financial reports
therefrom
HEAD,BRANCH
UNIT
Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
15 Preparation of
monthly
financial report
on internally
generated
revenue(IGR),ac
tual personnel
cost, overhead
and capital cost
and ensuring
submission to
Federal ministry
of Aviation
HEAD,MGT.
INFORMATION
REPORTING UNIT
Monthly.
Quarterly and
yearly as the
case may be.
TIMELY INPUTS
FROM THE
VARIOUS UNITS
AND
BRANCHES;
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
Page 163 of 176
16 Preparation of
the Agency’s
Auditable
management
accounts
/Financial
statement and
required
financial
information for
decision making.
HEAD, FINAL
ACCOUNTS UNIT
Monthly.
Quarterly and
yearly as the
case may be.
TIMELY INPUTS
FROM THE
VARIOUS UNITS
AND
BRANCHES;
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complains/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
complains can
be lodged in
person, in
writing or
through email.
17 Maintenance,
update and
reconciliation of
stores’ records to
ensure that the
total quantity
and value in
monetary terms
are ascertained
at any given
time.
HEAD, STORES
ACCOUNT UNIT
Daily Monthly.
Quarterly and
yearly as the
case may be.
TRANSACTION
SOURCE
DOCUMENTS
FROM OTHERS
UNITS AND
STORE AND
EQUIPMENT
MGT. DEPT.
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
FINANCIAL
STATEMENT
REFLECT THE
CORRECT
INVENTORY
VALUE,
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
Page 164 of 176
18 Maintenance ,
update of Non-
current Asset
records, as well
as monitoring of
the acquisition,
movement and
disposal of the
Agency’s Assets
HEAD,NON-
CURRENT ASSETS
UNIT
Daily Monthly.
Quarterly and
yearly as the
case may be.
TRANSACTION
SOURCE
DOCUMENTS
FROM OTHERS
UNITS, STORE
AND
EQUIPMENT
MGT. DEPT.
AND
PROCUREMENT
DEPT.
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
19 Collection of all
Revenues due to
the Agency,
prompt
payment of staff
claims/salaries/t
hird parties and
safe keep of
security
documents
HEAD,CASH
OFFICE
Daily Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
Page 165 of 176
20 Preparation of
monthly salary
and preparation
of tax report for
management
decision making
HEAD,COMPUTER
SALARY AND
PENSION
Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
21 Processing and
payment of
foreign currency
related
transactions for
staff and third
parties
HEAD, FOREX UNIT.
Daily , Monthly.
Quarterly and
yearly as the
case may be.
RELEVANT AND
AUTHENTIC
TRANSACTION
DOCUMENTS
AND PROPER
AUTHORITY
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
Page 166 of 176
4.0 MECHANISM TO MONITOR PERFORMANCE
i. Reconciled Report must be accurate to measure financial performance.
ii. Accurate estimation of commitments and discharge of the obligations. This is for financial projection which is vital for effective
planning.
iii. Budget estimates for control in line with the budgetary provisions.
iv. To meet unforeseen occurrence during the budgetary period
v. Effective and Achievable Budget Targets.
vi. To measure performance with the preceding period and Management Decision taking.
vii. To measure plans with the actual performance and Identifying Courses for Variance.
22 Preparation and
defense of the
Agency’s
annual budget
and preparation
of budget
performance
report for
management
consideration
HEAD,BUDGET
AND VOTE
Monthly.
Quarterly and
yearly as the
case may be.
TIMELY INPUTS
FROM THE
VARIOUS
DIRECTORATES,
UNITS AND
OUTSTATIONS;
CONSTITUTION OF
THE FEDERAL
REPUBLIC OF NIG.,
FINANCIAL
REGULATIONS.
ACCOUNTING
STANDARDS, (eg
IPSAS),
PROCUREMENT
ACT,
APPROPRIATION
ACT, AND OTHER
RELEVANT AND
FINANCIAL
CONTROL AND
MGT. ACTS
Not
applicable
Production of
Financial
statement and
information that
reflect a true
and fair view of
the Financial
position and
performance of
the Agency in
line with global
best practices
Accuracy of
reporting
/processing.
Timeliness of
reporting/processi
ng.
Non adverse
reports by Auditors
and consultant.
Reduction of
queries and
observation by
Auditors and
consultants.
All complaints/
grievances
shall be
addressed
within a
maximum of
seventy two
(72) hours if
genuine and
prescribed
documents are
provided in
good time.
Complaints
can be lodged
in person, in
writing or
through email.
Page 167 of 176
LEGAL SERVICES DEPARTMENT
1.0 INTRODUCTION
The Directorate of Legal Services is a central organ of the Nigerian Airspace Management Agency that provides critical support to
the Agency in discharging its statutory role of providing Air Navigation Equipment, Air Traffic Services and managing the Nigerian
Airspace to ensure the safety, efficiency and orderly operation of aircrafts in Nigeria.
The Directorate plays a pivotal role in protecting the Agency’s interest and advancing its objectives by ensuring that there is
compliance with regulatory requirements and guidelines as enshrined in the Agency’s Establishment Act, the Civil Aviation Act,
NCARs, ICAO Convention, Annexes and Guidance Materials as well as other relevant Laws and Regulations.
The Directorate provides the necessary legal support to the Agency in all areas of its operations through proffering of robust legal
opinions and advice on legal issues, effective and efficient management of litigation, drafting, vetting, review and documentation
of contract transactions involving the Agency as well as quality representation and contribution of valuable ideas at meetings within
and outside the Agency.
The Directorate also ensures that the Agency complies with the dictates of due diligence, due process and transparency in
conformity and consonance with principles of corporate governance and industry best practices.
The Legal Adviser is the Head of the Directorate of Legal Services.
2.0 MISSION STATEMENT
To provide qualitative legal support services to ensure seamless service delivery towards the achievement of the corporate vision of
the Agency.
3.0 SERVICE PROVISON: LEGAL SERVICES DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE
NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL
/OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS
WILL BE DEALT
WITH)
Page 168 of 176
1, Advisory- the
department
ensures that the
Agency
conducts its
activities in line
with the Legal
requirement and
regulatory
guidelines as
provided for in
the NAMA Act,
NARs and
International
Standard and
recommended
practices.
Legal Adviser,
DGM, AGM
and other
Legal Officers
48Hrs. from
receipt of
request.
Request from
the MD.
Management,
other
departments
and the
Ministry on staff
matters and
Agency’s
relationship
with 3rd parties.
NAMA Act,
NCARs,
Extant laws,
Legal
principles,
Government
Regulations,
Rules, Policies
and
Procedures.
Not
applicable
In line with
Standard
Operating
Procedures
(SOP)
Proffer Legal
Opinion/Advise in
order to ensure
that the Agency is
properly guided
to reduce
Penalties, Levies
and unnecessary
litigation to the
barest minimum.
Report to the
Legal Adviser.
2. Litigation
Management-
liasing with
external solicitors
on matters in
court,
monitoring the
cases by
attending
proceedings
and trials, and
producing
report of the
proceedings.
DGM, AGM
and all other
Legal Officers
As requested,
after every
meeting with
External
Solicitors and
after every court
attendance
i)Receipt of
court
processes/
document.
ii)Review of
processes/
document.
iii)Appointment
of External
Solicitor.
iv)Watching of
legal Brief and
Monitoring of
the cases.
v) Liaising with
Units/Depts in
the Agency
directly
The NAMA
Act, NAMA
condition of
Service,
Public
Service Rules
Civil/Criminal
Procedure
Rules and
Court Rules
and Extant
Government
Regulations.
N/A. all
litigation
fees are
paid to
external
Solicitors.
In line with SOP Report/Update on
court proceedings
are prepared and
forwarded to the
LA and filed
appropriately.
The Legal
Adviser
reverts to the
MD/CE on
developments
or issues arising
from the
litigation or
court
processes or
outcome of
the case(s).
Page 169 of 176
affected by
the Litigation.
3. Vetting of all
documents,
Drafting of Legal
Documents such
as SLA, MOU,
Contract
Agreement and
all Agreements
between the
Agency and its
Staff or third
parties
Perfection of
Legal tittles.
Legal Adviser,
DGM, AGM
and other
Legal Officers
48hrs from
receipt/confirm
ation of all
relevant pre
drafting
documentation.
i) Receipt of
request for
drafting or
vetting of
Agreements or
Legal
documents.
ii)Reviews and
assesses the
request.
iii)Preparation
of the contract
or vetting of
the
contractual
document.
iv)Pre
execution of
documents
/Agreement
v) Execution of
Documents/
Agreements
vi) Post
Execution of
these
Documents/
Agreements
In
accordance
with the
NAMA Act,
Procurement
Act, the
Public
Service Rules,
the COS and
the use of
standard
forms and
precedents
to ensure
uniformity
Not
applicable
In line with the
SOP
Submission of final
copies of
documents/Agree
ments devoid of
any implication or
liability to the
Agency before
perfection.
Report to the
Legal Adviser
and the
MD/CEO
Page 170 of 176
4. Repository of
Legal
Documents
Legal Adviser Within 24hrs
After proper
execution and
delivery of the
document.
All contractual
Agreements
and
documents
between the
Agency and its
staff or third
parties are,
after execution
kept in safe
custody for
preservation
and future
reference.
NAMA Act,
COS, CAMA
Not
applicable
In line with SOP The documents
are properly
recorded, filed
and kept in safety.
5. Regulatory
Compliance.
The Department
ensures that the
Agency adheres
to all regulatory/
legal
requirements
necessary for its
operation
Legal Adviser,
DGM, AGM
and other legal
officers
As soon as
practicable
Review of
relevant
regulations,
rules, and
policies and
laws that
impact or
guide on the
operations of
the Agency to
ensure
compliance
and
adherence
thereto.
NAMA Act,
COS, NCARs,
ICAO, Court
Rules and
extant
government
rules,
regulations
and laws.
Not
applicable
Report on the
review/
interpretation is
produced and
sent to the
department/ unit
which it affects.
5.0 MECHANISM TO MONITOR PERFORMANCE
i) All legal documents must be vetted and approved by the Legal Adviser or a delegated official before final decision.
ii) Maintenance of Professionalism and standards to achieve the Agency’s ultimate objective of provision of safe, reliable,
efficient and economic Air Navigational Services.
iii) Ensuring compliance with Industry standard and practices and extant rules and regulations, policies and procedures.
Page 171 of 176
OFFICE OF THE COMPANY SECRETARY
The functions of the office of the Company Secretary include but not limited to the following:
Serve as Secretary to the Board and Board Committees, including Management or Management Committee Meetings,
providing guidance to both Board and Management on the Best Practices in the proper conduct of meetings and corporate
governance.
Coordinate all administrative, financial and budgeting issues for Board activities and Board members including preparation
and presentation of Board Papers, Memos and Minutes.
Coordinate, monitor and follow-up action points arising from Board, Management and Committee meetings to ensure due
and timely compliance, reporting back to the Board or MD/CE on the compliance status of all such matters.
Coordinate all reports of Management intended for preparation and presentation as Board Papers to the Board, including
papers or reports intended for presentation at Management meetings.
Serve as custodian of the Agency's Corporate Seal, affixing same unto Agency's contracts and documents as duly authorized
by the Board.
Assist the Board in the performance of all its statutory functions, compliance with all relevant laws, and adoption of Corporate
Governance Best Practices, inviting input where considered necessary from other departments within the Agency.
Perform such other company secretarial services as may be required by the Board and Management of the Agency from
time to time.
Assisting the MD/CE in coordinating Ministerial and Inter-Agency liaison, cooperation and communication, including
interaction with local and international aviation industry and agencies.
Assisting the MD/CE in coordinating the domestication, dissemination and compliance within NAMA of policies and best
practices received from the Ministry and relevant local and international Agencies.
Coordinating the design, development, implementation and continuous improvement of an effective Corporate
Governance and Compliance Framework in line with international best practices.
Coordinating the framework for the Corporatization of NAMA and matters relating thereto.
Full involvement and participation in the conceptualization, development and implementation of all Agency goals and
Strategic Impact Plans.
And such other functions as maybe prescribed from time to time.
Page 172 of 176
3.0 SERVICE PROVISON OFFICE OF THE COMPANY SECRETARY
S/N PRINCIPAL
SERVICE
ROLE/
DIVISION (UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS (EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY/
QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL /OTHER
REGULATIONS TO
BE COMPLIED
WITH
FEES/
CHARGES
FOR SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION/RE
PORT ON
PERFORMANCE (KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY
(HOW
COMPLAINTS
/ CONFLICTS
WILL BE DEALT
WITH)
1. Conduct of the
Board or its
Committees’
meetings.
Company
Secretariat/
Company
Secretary/
As requested
and in line with
the Notice(s)
or requests.
Notice(s) to
the Company
Secretary from
the Board
Chairman
As provided in
the NAMA Act
and extant
Federal Govt.
Circulars.
Not
applicable
In line with SOP. Production of
Records of
Proceedings/Minutes,
extracts or
Resolutions.
Report to the
Board
Chairman or
the MD/CE.
2. Conduct of
Management
Meetings.
Company
Secretariat/
Company
Secretary
compsecretary
@nama.gov.ng
As requested
and in line with
the Notice(s)
or requests.
Instruction(s) to
the Company
Secretary from
the MD/CE.
As provided in
the NAMA Act
and extant
Govt. Circulars.
Not
applicable
In line with SOP.
Production of
Records of
proceedings/Minutes,
extracts or
Resolutions.
Report to the
MD/CE.
3. Conduct the
correspondence
and keeping/
providing
records of Board
and
Management
meetings of the
Agency.
Company
Secretariat/
Company
Secretary
As requested
and in line with
the request.
Corresponden
ces must be
provided to
the Company
Secretariat.
As provided in
the NAMA Act,
extant Govt,
Circulars and
the FOI Act.
Not
applicable
In line with SOP. Response to the
correspondence or
provision of the
records requested.
Report to the
Board
Chairman,
MD/CE or the
Company
Secretary.
4. Performance of
Adhoc duties
from
Management
and Board.
Company
Secretariat/
Company
Secretary
Available and
in line with the
completion or
delivery period
for such tasks.
Specifics of the
tasks or ad-hoc
duties must be
provided.
Determined by
the task or duties
assigned.
Not
applicable
In line with SOP. Delivery of Reports or
completion of the ad
hoc duties within
stipulated period.
“
5. Affixing the
Agency’s Seal
on documents.
Company
Secretariat/
Company
Secretary
Documents to
be sealed must
be duly vetted
and made
available to
Compliance
with the laws of
the Federal
Republic of
Nigeria,
Not
applicable
In line with SOP. Affixing of the
Agency’s seal on the
document (s).
“
Page 173 of 176
the Company
Secretariat. 7
days
6. Coordinate all
reports /
Documents of
Management
intended for
preparation and
presentation as
Board papers to
the Board,
including papers
or reports
intended for
presentation at
Management
meetings.
Company
Secretariat/
Company
Secretary
Available and
up till 48 hours
after the
circulation of
Notices for the
meetings.
Early
submission of
the Reports or
Memos for
Consideration
to the
Secretariat.
Memos to the
Board shall be
submitted at
least a week
before the
Board
meetings while
Management
Memo shall be
at least 48
hours to the
meetings.
Not
applicable
In line with SOP. Presentation of the
Reports or
documents to the
Board or
Management
meetings.
Report to the
Board
Chairman,
MD/CE or the
Company
Secretary.
Page 174 of 176
TRANSPORT AND LOGISTICS DEPARTMENT
1.0 INTRODUCTION
The Transport Department is responsible for providing transportation management solutions to all departments in the Agency as well
as managing the Agency’s logistics requirements. The Department is under the Office of the Director of Human
Resources/Administration and is charged with the responsibility of running and maintaining the Agency’s vehicles and providing
other logistic support to other departments.
2.0 MISSION STATEMENT
To focus on the provision of credible, efficient and effective transport management solutions and logistics support to a
3.0 SERVICE PROVISON TRANSPOST AND LOGISTICS DEPARTMENT
S/N PRINCIPAL
SERVICE
ROLE/DIVISION
(UNIT)
RESPONSIBLE/
STAFF/
CONTACT
DETAILS(EMAIL;
PHONE NUMBER)
SERVICE
AVAILABILITY
/ QUALITY
STANDARD/
TURNAROUND
TIME FOR
DELIVERY
CUSTOMER
OBLIGATION/
WHAT IS
NEEDED TO
DELIVER
EFFECTIVE
SERVICE
LEGAL /OTHER
REGULATIONS
TO BE
COMPLIED
WITH
FEES/
CHARGES
FOR
SERVICE
AND
PRODUCT
WHERE
APPLICABLE
DELIVERY
STANDARDS/
PERFORMANCE
TARGET
QUANTITATIVELY
/ QUALITATIVELY
COMMUNICATION
/REPORT ON
PERFORMANCE
(KEY
PERFORMANCE
INDICATORS/
OUTCOMES OR
IMPACTS
MONITORING
ACTIVITY (HOW
COMPLAINTS/
CONFLICTS
WILL BE DEALT
WITH)
1 TRANSPORT
AND LOGISTICS
TRANSPORT AND
LOGISTICS
Email:aolaoye@
nama.gov.ng
TRANSPORT
AND
LOGISTICS
OUR DUTY IS
TO ENSURE
THAT
LOGISTICS OF
OPERATIONS
PROPERLY
ARTICULATED
TO ENSURE
OPTIMAL
PERFORMAN
CE. THE
DEPARTMENT
ITS BASICALLY
APPLICABLE TO
TRANSPORT
AND
LOGISTICS IN
THE INDUSTRY
Not
applicable
PROMPT
RESPONSE TO
OPERATIONAL
NEEDS
TIMELY RESPONSE
AND QUALITY
SERVICE DELIVERY
HOD REGULAR
MEETINGS AND
APPRAISALS
Page 175 of 176
REQUIRES
ADEQUATE
NUMBER OF
VEHICLES IN
THE FLEET AND
PROMPT
FUNDING
2 Making fuel
and lubricants
available to
the Agency’s
vehicles and
other
equipment as
the need arises
The servicing
of vehicle
takes few
hours i.e 3
hours
especially it’s
a routine
type.
3 Managing all
vehicles in the
Agency and
monitoring
their
movement
Fueling is
dependent
on the
volume of
assignment
and distance
covered in
carrying out
the
assignment.
4 Providing
logistic support
to all
departments in
the Agency
ALLOCATION
OF VEHICLES
FOR OFFICIAL
ASSIGNMENT
S
ON REQUEST
AND
AVAILABILITY
OF VEHICLE
COS, NAMA
ACT
Not
applicable
AVAILABILITY OF
VEHICLE
SMS, EMAIL, CALL HOD
5 Ensuring that all
the Agency’s
vehicles
remain
serviceable
through regular
maintenance
WHEN
VEHICLE
REACHED
SERVICE
MILEAGE
REMINDER
FROM DRIVER
ON LAST
SERVICE DATE
MANUFACTUR
ERS STANDARD
PROVISION
OF FUND BY
MANAGEM
ENT
MANUFACTURER
S SPECIFICATION
SERVICE CHAT HOD
Page 176 of 176
6 Advising
Management
on the
acquisition and
disposition of
vehicles
7 Providing on-
the-spot
assessment of
vehicular
breakdown
and accidents
8 Periodic report
on the state
and condition
of all NAMA
vehicles
The drivers are
to carry out
assignments as
directed by the
Transport
Officer. They
are also
responsible for
the monitoring
of the
conditions of
the vehicles at
all times which
in turn the
period of
maintenance
and servicing.
MECHANISM TO MONITOR PERFORMANCE
i. Periodic performance evaluation and reports to the Management
ii. Audit reports
iii. To ascertain that the Agency’s vehicles are serviceable at all times.
iv. The prompt availability of fuel and lubricants.
