Esther Salifu
In a strategic move to improve both the quality of service and data integrity within Nigeria’s health insurance system, the National Health Insurance Authority (NHIA) has formalised two major partnerships with key government agencies, the National Bureau of Statistics (NBS) and the Service Compact with All Nigerians (SERVICOM).
The memoranda of understanding (MoUs), signed in Abuja on Tuesday, mark a new phase in the NHIA’s mission to make healthcare delivery not only more accessible but also more responsive, accountable, and evidence-driven.
According to NHIA Director General, Dr. Kelechi Ohiri, these collaborations represent “concrete steps” toward transforming how health insurance services are evaluated and experienced by millions of Nigerians.
“Today is a landmark day for us because we have been able to sign MoUs that represent real commitments by the respective organisations,” he said. “These are not just documents; they are concrete steps toward improving data quality and service experience for Nigerians.”
Ohiri explained that the MOU with the NBS would ensure that the NHIA’s programmes and interventions are guided by accurate, inclusive, and timely data.
“People often ask how we measure the impact of what we do,” he said. “This partnership with the National Bureau of Statistics ensures we are measuring the right things especially those that affect the poor and vulnerable. It also includes capacity building and research relevant to our Nigerian context.”
He said the collaboration underscores a joint commitment between the NHIA and NBS to strengthen Nigeria’s health data ecosystem and ensure that health policies are guided by evidence.
“This is both a commitment of the Statistician General and myself to work together towards improving data quality and to be able to answer simple but crucial questions — what works well in Nigeria, and are we having measurable impact on people’s lives?”
The NHIA boss said the second MOU, signed with SERVICOM, focuses on improving the quality of service experienced by over 20 million Nigerians enrolled in various health insurance programmes.
“For us at NHIA, these are people whose experiences matter,” he stated. “Partnering with SERVICOM, whose mandate is to enhance service delivery, aligns with the President’s vision for universal health coverage. UHC is not just about access; it’s about the quality of care that people receive.”
He noted that the agreement coincided with Customer Service Week and would establish mechanisms for effective feedback, complaint resolution, and patient empowerment.
“When people go to a facility, if there are complaints, we want to hear them and more importantly, we want to resolve them,” he explained. “We want enrollees to know their rights and to have clear channels of communication when they experience service failures.”
Ohiri revealed that the NHIA successfully managed and resolved about 90 percent of more than 2,000 complaints received from enrollees in the past year.
“We encourage people to speak up when there’s a problem,” he said. “Silence is what I call the silence of the graveyard — it gives a false impression that everything is fine when it’s not. People must feel they can be heard, and we must make sure they are heard.”
He added that the NHIA’s enforcement unit investigates complaints, enforces sanctions where necessary, and also recognises facilities that deliver quality care.
“Feedback must not only be about sanctions. It should also be about rewarding excellence,” he said. “We must encourage those who are doing well, while ensuring accountability for those who fall short.”
The NHIA Director General said the SERVICOM partnership would help prevent service lapses through regular monitoring, staff training, and improved empathy at health facilities.
“When people are sick, they are at their most vulnerable — that’s when they need empathy and support the most,” he said. “Working with SERVICOM, which has deep experience improving public service delivery, allows us to build capacity and improve the patient experience.”
He concluded that both MOUs represent a long-term commitment to improving Nigeria’s health insurance system through collaboration, data, and accountability.
“This is government taking the bull by the horns,” he declared. “It’s about using evidence, building capacity, and strengthening accountability so that Nigerians receive the quality of care they deserve. Today is the beginning of a long journey, but one that will transform how health insurance works for every Nigerian.”
Also speaking, the National Coordinator of SERVICOM under the Presidency, Anthony Oshie, commended the National Health Insurance Authority (NHIA) for initiating the partnership and reaffirmed the agency’s commitment to ensuring that public service institutions uphold the highest standards of customer service and accountability.
“On behalf of the management and staff of SERVICOM, I want to sincerely thank the NHIA for choosing to collaborate with us,” Mr. Oshie said. “We do not take this partnership for granted, and I can assure you that we will not let you down. We will always be there whenever our efforts are needed to strengthen service delivery in the health sector.”
He described the signing of the Memorandum of Understanding (MoU) as a significant milestone that will help both institutions achieve lasting impact in improving citizens’ access to quality healthcare services.
“The partnership we are entering into today will be a lasting one,” he said. “It will help us achieve greater heights in the pursuit of service excellence, and ensure that Nigerians enjoy the quality of care they deserve.”
Oshie noted that the collaboration was built on shared values of accountability, transparency, and responsiveness, emphasizing that SERVICOM’s role would be to support NHIA in promoting a strong feedback culture across health facilities.
“We believe in continuous improvement,” he explained. “Two weeks ago, we received an MoU draft from NHIA, and our teams worked closely to review and finalize it. Today, we are ready to move forward not just on paper, but in action to make sure citizens can see and feel the difference in service delivery.”
The SERVICOM Coordinator also highlighted the importance of citizen engagement in achieving effective healthcare reform.
“We must ensure that the Nigerian citizen — the end-beneficiary — is at the heart of every system,” he said. “When patients visit hospitals, they should know what services to expect and have channels to make their voices heard when things don’t go right. That’s where SERVICOM comes in, to make sure that complaints lead to corrections, and that quality service becomes the standard.”
