Servicom Charter

FAAN INTEGRATED SERVICE CHARTER
December, 2017
1
TABLE OF CONTENTS
FOREWORD
TITLE PAGE………………………………………………………………………………………………. PAGES
TABLE OF CONTENTS………………………………………………………………………………..
1.0 INTRODUCTION/BACKGROUND………………………………………………………..
2.0 VISION…………………………………….……………………………………………………..
3.0 MISSION…………………..…………………………………………………………………….
4.0 LIST OF CUSTOMERS (Inter, intra and public) ……………………………………….
5.0 SERVICES RENDERED/PERFORMANCE TARGET………………………….………………
6.0 SPECIAL NEEDS PROVISION…………………………………………………………………
7.0 OBLIGATIONS OF CUSTOMERS, STAFF, MANAGEMENT, ETC………………………
8.0 COMPLAINTS/ GRIEVANCE REDRESS MECHANISM……………………………..……
9.0 STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION..………………………
9.1 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING…
9.2 EXISTING LIMITATIONS ………………………………….…….……………………………………
9.3 REVIEW OF SERVICE CHARTER
2
FOREWORD
SERVICOM is the acronym for “Service Compact with All Nigerians”. It is a pledge by all
government institutions to deliver services to the public in a timely, fair, honest, effective
and transparent manner. All of these attributes or characteristics are the parameters for
measuring the quality of service delivery to the public at all times.
The Federal Airports Authority of Nigeria, being a key driver of service delivery in the air
transport sector must therefore, take the lead role in ensuring that our customers and
stakeholders are not short-changed through unsatisfactory services at our service points
across the nation.
To achieve this objective, the Authority commissioned a team of professionals from

different departments in the Authority, to review our Service Charter, with a view to
updating details of our obligations and responsibilities to our customers.
The result is the document you are holding in your hand today – the FAAN SERVICOM
Charter.
The charter begins with an expose on the history of aviation in Nigeria, followed by a
detailed introduction to the Service Charter, details of customers, obligations of the
Authority to its stakeholders and details of complaints/grievance redress mechanism. It
also includes suggestions and recommendations for service improvement.
I, therefore recommend it to all stakeholders in the aviation industry. They will find the
report simple to understand and logical in its presentation of facts.
To the reader, I encourage you to make judicious use of this document, and afford
yourself the opportunity of knowing more about the services provided by the Federal
Airports Authority, which has since repositioned to serve the public better.
Engr. Saleh Dunoma

Managing Director.
3
1.0 INTRODUCTION/BACKGROUND
The history of Nigerian airport operations dates back to July 1925 in the Royal Air Force (RAF)
base maintained by British government in the ancient city of Kano, when the British Army
squadron commanding officer was instructed to go to Kano and report on the crisis going on
there. The pilot flying a Bristol fighter jet from Khartoum-Sudan (RAF) base made a breath taking
but safe landing on the horse race course in Kano thus going down in history as the first aviation
activity in Nigeria. The RAF operations were later to become an annual event, with frequency
and route extended to cover Maiduguri.
There was however, no record of commercial airplane operations till early1930s when an
enterprising pilot carried a few fare-paying passengers in a seaplane between Lagos and Warri.
With the continuation of the annual (RAF) flights, aviation activities in Nigeria became quite
considerable, creating the need for aerodromes.
Consequently, a representative of the Air Ministry in London visited Nigeria to inspect what could
then be appropriately described as "landing grounds" in Nigeria. Sites were selected based
majorly on topographic considerations at Maiduguri, Oshogbo, Lagos, Minna, Kano and Kaduna.
According to Wing Commander E. H. Coleman as one of the earliest observers of the evolution of
civil aviation in Nigeria; what was called aerodromes those days cannot in any way meet the
requirements of the smallest airplanes today.
In 1935, the operations of the RAF were replaced by those of the Imperial Airways that flew
regular airmail and passengers from London to Nigeria. These services thus pioneered
commercial international operations in Nigeria. The Imperial Airways, the forerunner of the
British Overseas Airways Corporation (BOAC) operated large four-engine aero planes known as
the Hannibal class or the Handley on the Nile route from Cairo to Kisumu-Uganda. Towards the
end of 1936 a once-weekly service was introduced and another route; Khartoum–Kano–Lagos
flight which took seven days was operated with a relatively small four-engine aircraft called De
Havilland 86 (one of the DH 86's well-known passengers was Sir Bernard Bourdillon.
WAAC (West African Airways Corporation) was charged to "Develop air services in and between
West African territories". The airline began services with a six-seater De Havilland Dove aircraft.
Its Nigerian domestic services were operated with the Dove while the West Coast services were
operated with Bristol Wayfarers. The control and administration of Civil Aviation were vested on
the Directorates of Public Works of these countries who applied United Kingdom Colonial Air
Navigator orders as their legislative authority.
4
On attaining independence in 1957 Ghana pulled out of the airline company and in August 1958
the Nigerian government in partnership with BOAC and Elder Dempster lines formed the West
African Airways Corporation Nigeria limited (WAACNL) which later metamorphosed into Nigerian
Airways.
In 1965 the Nigerian government separated airline operations from airport operations by creating
a department known as Civil Aviation Authority (CAA) to handle the maintenance of the airports
and runways.
Subsequently by 1976 under General Murtala Muhammed regime Nigeria had thirteen airports;
one in each of the 12 states and the Federal Capital which was in Lagos.
In same year after the assassination of Murtala Muhammed on Feb. 13th 1976, General Obasanjo
as head of the military regime promulgated decree 45 which gave birth to the establishment of
Nigerian Airports Authority (NAA). The organization was vested with the responsibility of
managing and maintaining the airports and facilities except navigational aids, but its activities did
not start until July 11th 1978 when its first board of directors was inaugurated in Lagos. Again in
1995, civilian reforms were carried out by the military government of Gen. Sani Abacha which led
to realignment of some of the functions of the Federal Civil Aviation Authority (FCAA) with those
of Nigerian Airports Authority (NAA) to bring about a new body called Federal Airports Authority,
FAAN which came under Decree 9 of 1996.
2.0 PURPOSE OF THE SERVICE CHARTER
This Service Charter is our commitment to effective and prompt service delivery to our
customers. It enable our beneficiaries know the range of services provided by the Authority, as
well as the standards on which these services will be provided. It equally states the redress
procedures to follow in case such services fail in any of our service windows. The Charter applies
to all staff, stakeholders and customers of the Authority.
3.0 VISION
To be amongst the best airport groups in the world
4.0 MISSION STATEMENT
To develop and profitably manage customer-centric airports facilities; for safe, secure and
efficient carriage of passengers and goods at world class standards.
6.0 LIST OF CUSTOMERS
6.1 Internal Customers

 Federal Ministry of Aviation
 Governing Board
5
 Management
 Staff
 Unions
6.2 External Customers
i. Government Agencies
ii. Media Houses
iii. International Organizations
iv. Nigerian Airspace Management Agency (NAMA)
v. Nigerian Civil Aviation Authority (NCAA)
vi. Handling Companies (Nigerian Aviation Handling Company (NAHCO), Skyway
Aviation Handling Company Limited (SAHCOL), ETC
vii. Nigerian College Of Aviation Technology (NCAT)
viii. Nigerian Meteorological Agency (NIMET)
ix. Advertising Agencies/Publication Companies
x. Concessionaires
xi. Banks
xii. Airline Operators
xiii. National Planning Commission (NPC)
xiv. Passengers/Airport Users
7.0 SERVICE PROVISION OF FAAN
S/ SERVICE STAFF/DIVISION WHO IS THE CUSTOMER DELIVERY MONITORING
N RESPONSIBLE CUSTOMER OBLIGATION(S) STANDARDS/ ACTIVITY(S
PERFORMANCE )
TARGET
1 Design and - Directorate of Passengers, - Complying 6 weeks ٠Staff Survey
maintenance Engineering Stakeholders, strictly to the minimum ٠
of Civil/ Services (DES) Concessionaires appropriate use of Engineering
Building -, Airport Users the facility Calculations
facilities Airliners and and
(major/mediu airport service Architectural
m) users Draftings
2 Monitoring &  Directorate of Same as above Adherence to 4 Times daily, Inspection
Inspection of Airport stipulated rules 24 Hours & As
all facilities Operations and regulations the need arises
and services (DAO) as contained in
of airports and  Environmental the ICAO
Nigeria Air Services Standard And
(Landside, Department Recommended
terminal Practices
building & (SARPs) See
airside) FAAN Website
3 Development  FAAN Passengers -Submission of 3 Months Screening
and provision Management Airport Users required exercise
of facilities for  Directorate of All Staff documents inspection
6
N RESPONSIBLE CUSTOMER OBLIGATION(S) STANDARDS/ ACTIVITY(S
PERFORMANCE )
TARGET
surface Commercial Airlines -Payments of
transport e.g and Business Stakeholders stipulated
Car parks, Development charges as
airside etc (DCBD) contained in
Commercial
Handbook( see
FAAN website)
4 Provision of  FAAN -Passengers, Same as above 3 Months Same as
Accommodati Management freight and above
on for  DCBD -cargo handlers
passengers  Environment
and freight Division
5 Provision of  Aviation -Airlines Adherence to 24 Hours/Daily Screening
Security and Security -Passengers, stipulated rules, basis and
Safety at (AVSEC) -Airport users regulations & Inspection
airports  Safety Division -Stakeholders signage
and staff
-Cargo handlers
6 Provide  Customer -Passengers -Proper 24 Hours/Daily -Reports
Customer Service/SERVI -Airport Users channeling of basis -Survey
Care Services COM -Stakeholders complaints and -Inspection
 Corporate -Staff inquiries.
Affairs -Submission of
(Protocol) required
 Operations documents
Department
7 Provide  Accounts Management Submission of Daily Reports
Aeronautical  Audit Staff required Quarterly Evaluation
and non-  Budget Stakeholders documents Annually Records
Aeronautical  Procurement Contractors Inspection
Revenue  Stores Concessionaires Auditing
Generating Passengers Screening
Services
8. Airport  Directorate of Passengers Adherence to  24 Hours/daily - Staff survey
Operational Operations Stakeholders stipulated Airport for the 6 major - Inspections
hours Concessionaires operational hours International
Airport Users Airports.
Airliners and  Dusk to dawn
Airport Service on daily basis
users for non
International
Airports
9. Provide Legal  Legal Department  Operators  Written request/ 24 - 72 hours -Corresponde
Advice/opinion  Concessionaires memo nce
 Passengers  Operating within -Registers
 Airport Users the provisions of -Monitoring
 National the Bye-laws -Police
Assembly  Submission of incident
 Organizations/ copy of Draft Bill
report
Institutions  Appointment of
-Record of
 Federal Ministry external solicitors
 Assessment and attendance
of Justice
-Case log at
 Federal Ministry payment of
of solicitors’ fees Court
Transportation Registry.
7
8.0 SPECIAL NEEDS PROVISION
i. FAAN has made adequate provision to overcome the inadequacies in language barrier
through translation from English to French, Hausa, Igbo and Yoruba Languages.
ii. The Authority has also provided facilities for wheelchair users, customer Lounges for the
physically challenged, pregnant women, the elderly and nursing mothers. (There are also
registered organizations that facilitate the physically challenged persons and the elderly).
9.0 OBLIGATIONS OF CUSTOMERS, STAFF, MANAGEMENT
9.1 Management Obligations
i. Sponsoring the SERVICOM initiative in the Authority

ii. Recognize and reward quality service delivery efforts and equally name and shame service
failure.
iii. Provide appropriate and adequate work tools.
iv. Facilitate complaints reported within specified timing.
v. Meet any act of violence with the full weight of the law.
9.2 Staff Obligations
i. Every FAAN staff must be accessible, courteous, responsive, reliable and competent in all dealing
with customers
9.3 Customers Obligations
i. Act with courtesy in dealing with service providers.

ii. Obey the rules and regulations guiding the operations of FAAN.
iii. Do not engage the services of illegal personnel (you can request to sight the work ID of the
person you are dealing with)
iv. Provide adequate information and genuine supporting documents when applying for the services
of FAAN.
v. In seeking redress for service failure adopt the prescribed complaints procedures.
vi. Avoid any act of violence.
10.0 COMPLAINTS/ GRIEVANCE REDRESS MECHANISM
In our continued effort to serve our customers better, we wish to advise the following
procedures:
i. Complaints /Redress procedure shall be published and made available at all service points.
ii. All complaints should be first lodged at the service point where the customer is accessing
service/where the service failed. If not satisfied, then he/she may:
8
iii. Complain to the SERVICOM desk officers at the airports, call or write (by post, see contact or
email us at servicom@faan.gov.ng).
iv. We will respond to written complaints within two (2) working days of the receipt of the
complaint: notifying the customer of the action to be taken and date upon which the airport is
expected to take action.
v. The customer will be informed of the resolution or progress of complaints facilitation within 10
working days.
11.0 CONTACTS
In the event that expectations are not met, please contact the following:
S/N CONTACT DESIGNATIONS PHONE NO LOCATION/ADDRESS
1. Engr. Saleh Dunoma MD/CEO, FAAN 01-2800830 FAAN Headquarters,

Federal Airports Authority
of Nigeria, Ikeja- Lagos
2. Mrs. Ebele Okoye General Manager/ Nodal 09051767550 FAAN Nodal Officer,
Officer Customer
Service/SERVICOM
Department, Federal
Airports Authority of
Nigeria, Ikeja- Lagos
3. Mrs. Nanko Rindaps DGM/Regional SERVICOM 09051767559 Nnamdi Azikiwe
Officer International Airport, Abuja
4. Nnadozie Akudo Senior Customer Service 08038888386 Port Harcourt International
Officer 1/ SERVICOM Airport, Omagwa, Port
Officer Harcourt
5. Aisha Mohammed AGM/Regional SERVICOM 09051767564 Aminu Kano International
Officer Airport Kano
6. Anne Idu AGM/SERVICOM Officer 01-3425340 Room 2021 Murtala
Muhammed Int’l Airport,
Ikeja Lagos
7. FAAN SERVICOM DESKS
– Lagos Int’l Airport
(a) Departure – D Wing Front – line Desk Officers 09052221970 Murtala Muhammed Intl’
“ 09052221971 Airport Ikeja – Lagos
(b) Departure – E Wing “ 09052221972 “
“ 09052221973 “
(c) Arrival – D Wing
(d) Arrival – E Wing
8. Domestic Terminal 1 “ 09051767557 Domestic Terminal 1 (GAT)

(Gat – MM1) Murtala Mohammed Intl’
Airport Ikeja – Lagos
9
12.0 STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION
FAAN stakeholders made up of her internal and external customers meet quarterly to evaluate,
analyse, draw up modalities and submit recommendations to FAAN Management on service
improvement for the realization of her vision as well as protect stakeholders’ interest.
i. FAAN organizes quarterly sensitization programmes for stakeholders
ii. Provision of Suggestion Boxes at strategic places at the Airports/Headquarters for Customers’
feedback.
iii. Display of information banners
iv. Attendance by stakeholders at FAAN-organized Annual Dinner/Awards Events to reward service
excellence
13.0 EXISTING LIMITATIONS
The identifiable limitations to effective and efficient Service delivery in FAAN which apply to all
the Directorates, include the following:
i. Inadequate training for professional staff
ii. Inadequate working equipment
iii. Lack of funds to carry out the Authority’s functions
iv. Poor working environment due to lack of a corporate headquarters building
v. Bureaucratic bottleneck
vi. Communication gap
14.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING
i. Staff performance evaluation is carried out on a quarterly basis to ensure SERVICOM standard.
ii. Yearly staff/departmental audit checks are undertaken to ensure that set targets are met.
iii. Undertaking of bi-monthly Customer Service Survey to assess department’s performance in
service delivery.
iv. Best practices shall be benchmarked and published on a weekly, quarterly and annual basis in
FAAN News Track Magazine and other Journals of the Authority.
15.0 REVIEW OF SERVICE CHARTER

In line with the standard practice as contained in the SERVICOM guideline, the Authority’s
Charter shall be reviewed once in every two years in view of emerging developments.
10
MANAGING DIRECTOR/CEO’s DIRECTORATE
Introduction:
The statutory responsibilities of Federal Airports Authority (FAAN) are executed through the Office of
the Managing Director/CEO’s office.
The following are the departments under the Managing Director/Chief executive Officer’s Directorate.
SERVICOM DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
SERVICOM, a quality service initiative of the Presidency, came into being as a result of the need
to engender and encourage the delivery of quality service in all ministries and parastatals of the
Federal government. The need arose from the quests of all the stakeholders and participants in
government and governance to ensure a proper functioning on the part of those whose main
jobs are to deliver services to the public and other stakeholders, thus doing away with red-
tapism and bureaucracy normally associated with service delivery in governance. The department
reports to the office of the Managing Director/CEO
2.0 VISION
To be amongst the best drivers of quality service in the world.
To ensure that basic quality services are provided for all airport users in a timely, fair, honest,
effective and transparent manner.
4.0 DETAILS OF CUSTOMERS
Internal Customers
 Governing Board
 Management
11
 Staff
 Unions
External Customers
 Government Agencies
 Media Houses
 International Organizations
 Nigerian Airspace Management Agency (NAMA)
 Nigerian Civil Aviation Authority (NCAA)
 Handling Companies (NAHCO, SAHCOL,ETC)
 Nigerian College Of Aviation Technology (NCAT)
 Nigerian Meteorological Agency (NIMET)
 Advertising Agencies/Publication Companies
 Concessionaires
 Banks
 Airline Operators
 National Planning Commission (NPC)
 Passengers/Airport Users
5.1 SERVICE PROVISION OF CUSTOMER SERVICE/SERVICOM
S/N SERVICE STAFF/DIVISION WHO IS THE CUSTOMER DELIVERY MONITORING
RESPONSIBLE CUSTOMER OBLIGATION STANDARDS/ ACTIVITY(S)
(S) PERFORMANCE
TARGET
1 Complaints  Desk Officers Passengers, Provision of 24 Hours Analysis of:
handling  All Airport users, adequate -Customer
SERVICOM Stakeholders, information Complaints
Staff FAAN staff and required forms,
documents -Feedback
Forms
Questionnair
es,
-Suggestion
Boxes,
-Customer
satisfaction
Survey,
Closed User
Group(
CUG)calls
1. Complaints  Nodal Officer  Passengers Authentic On the spot, 5- Analysis of:
Facilitation/  Desk Officers  Airlines complaints. 10 working days -Log Book,
Escalation/  Service  Airport Submission of -Customer
Resolution Improvement Users required Complaints,
of other Officers  Stakeholders documents -Suggestion
12
(S) PERFORMANCE
TARGET
service Boxes
points
2. Publication  Desk Officers  Passengers Provision of Monthly Evidence of
of Service  Service  Airport adequate Quarterly publication
Delivery Improvement Users Information Annually
Reports Officers  Service
 Charter Desk Providers
Officers  Staff
3. Monitoring/ Nodal Officer  Staff of the Adherence to 2-3 times a day Monitoring &
Supervision HODs Department work ethics Supervision
of customer Supervisors of
service attendance/m
(C/S) ovement
Personnel Logistics -
Presence of
staff
4. In house Nodal Officer  All Attendance of Weekly Lectures
Retreat/ HOD Customer programmes Monthly as the Responses
Training SERVICOM Service/ need arises Reports
programmes Staff SERVICO
Handling M Officers
5. Ease of Nodal Officer  All staff Adherence to Monthly Collation and
Doing All SERVICOM  Customers Rules and reporting on
Business Staff  Visitors regulations as performance
(Executive stipulated in against
Order 1) FAAN service
Feedback Conditions of standards
platform Service
Handling
for the
Agency
6. Publication Service  Passenger Provision of Quarterly Report on
of Service Improvement s Information publication
Improvemen Officers (SIOs)  Airport
t Report Users
 Service
Providers
 Stakeholde
rs
 General
Public
7. Sensitization  Nodal Officer  SERVICO Attendance of Monthly Lectures
programmes  SERVICOM M Staff programmes Responses
Handling Staff  Stakeholde Reports
rs
 Passenger
s
 Airport
13
(S) PERFORMANCE
TARGET
Users
 General
Public
8. Handling of  Representation  Management Adherence to Monthly Follow ups &

all activities Staff
from all FAAN SERVICOM Reports
of Division  Stakeholders
Principles
SERVICOM
Committees
9. Service  Nodal Officer  Passengers Information from Every two years SERVICOM
Charter  Charter Desk  Airport all customers, Charter vetting
Review Officer Users Stakeholders by Min. of
 Service Charter  Stakeholder and staff Transport,
Review s SERVICOM
Committee  Managemen Office
 Stakeholders t/ Staff Presidency
 Staff -Re- launch of
reviewed
service charter

Staff performance evaluation is carried out constantly within the organization to ensure
compliance to SERVICOM standard.
(ii). Quarterly staff audit checks are undertaken to ensure that set targets are met.
(iii) Undertaking of bi-monthly Customer Satisfaction survey to assess department’s
performance in service delivery.
7.0 DETAILS OF COMPLAINTS/GRIEVANCE REDRESS MECHANISM
i. Any aggrieved customer of Customer Service/SERVICOM has the right to be heard.
ii. All customers of Customer Service/SERVICOM shall be treated with courtesy.
iii. Please refer to FAAN Integrated Service Charter pages - 8 and 9 for further details
7.0 OBLIGATIONS/EXPECTATIONS
i. Obey the rules and regulations guiding airport activities.
ii. Do not engage the services of illegal personnel.
iii. Provide adequate and genuine supporting documents when applying for the services of
FAAN.
iv. Be polite.
v. Laid down procedures should be followed in seeking redress for service failure.
Officers shall be accessible, courteous, responsive, reliable and competent in dealing with
customers.
7.3 Management Obligation
Recognise and reward quality service delivery efforts and results.
Provide support for the SERVICOM Initiative.
Provide appropriate and adequate tools for effective performance.
14
7.4 STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION/DELIVERY
i. Provide Stakeholders with Customer Service hand books/charter and vice versa.
ii. FAAN stakeholders (Internal and External Customers) meet quarterly to evaluate, analyse, draw
up modalities and recommendations to Management on initiatives for service improvement for
the accomplishment of her mission.
CORPORATE AFFAIRS DEPARTMENT

LOCAL CHARTER
1.0 INTRODUCTION
This department is primarily set up to promote and project the corporate image of FAAN.
2.0 VISION
To project and sustain a positive public image of the Authority.
3.0 MISSION
To create and maintain a cordial relationship between the Authority and its internal and external
publics, through its various corporate activities.
i. DETAILS OF CUSTOMERS
 Governing Board
 Management
 Staff
 Unions
 Media Houses
 Concessionaires
 Banks
 National Planning Commission (NPC)
15
5.0 CORPORATE AFFAIRS (CA) DEPARTMENT SERVICE PROVISION
S/N Service Staff/Division Who is the Customer’s Delivery Monitoring
o Responsible Customer Obligation Standard/ Activity(ies)
Performanc
e Target
1 Formulation  General FAAN  -Funding, 24 hours  Monitor
and Execution Manager  -Provision of Public
of publicity (GM) working tools perception
programmes Corporate -training through
Affairs (CA) electronic &
Other print
management feedbacks
staff  index
survey
2 Coordinates  Deputy FAAN -Funding, Quarterly  Public

Research on General -Provision of perception
public image Manager working tools & index
(DGM), CA -Training survey
 Research
team
3 Organizes &  Community FAAN & The -Funding, 24 hours  Crises
executes Relations Host -Provision of manageme
community unit Communities working tools & nt survey
relations -Training.  Airport
activities -Adherence to works/
airport rules and developme
regulations. nt survey
(Refer to Airport  On the spot
Manual & interaction
4 Coordinates  General  FAAN Adherence to 24 hours  Complaints
liaison with Manager  Federal procedures reports
Federal (GM) CA Ministry  Phone calls
Ministry of  Other of
Transport management Transporta
(Aviation) & staff of the tion
the public department (FMT)
 The
general
public
5 Media  Media FAAN  Funding 24 hours  Daily
monitoring and Relations  provision electronic
feedback unit of CA of working & print
mechanism  All staff tools media
 Training analysis
6 Coordinates  AGM, CA FAAN -Funding 24 hours  Complaints
corporate  Corporate - provision of reports
promotions Promotions working tools  Phone calls
activities Unit &Training  Social
media
7 Supervises  HODs of FAAN Payment of On request  Complaints
guided CA at Schools and Other invoices and reports
tours/excursion airports Educational adherence to rules.
16
S/N Service Staff/Division Who is the Customer’s Delivery Monitoring
o Responsible Customer Obligation Standard/ Activity(ies)
Performanc
e Target
s  Guide team Institutions  Phone calls
of CA  Social
media
feedback
 Personal
interaction
8 Facilitates  HODs of Film and Payment of On request  Complaints
commercial CA at Documentary invoices and reports
filming/video airports Producers. adherence to rules.  Phone calls
recordings  Guide team  Social
of CA media
feedback
9 Generates  PSS Unit at Registered Payment of 24 hours  Annual
revenue for airports Corporate Bodies invoices and revenue
FAAN through (Mobil, ADDAX adherence to rules. analysis
Passenger Petroleum,
Support Nigerian
Services (PSS) Breweries)
10 Protocols &  AGM FAAN & Funding, provision On request  Complaints
Passages Protocol Members of Staff of working tools & reports
Services  Protocol & Training  Phone calls
Passages
Unit of CA
11 Liaises with  GM CA -FAAN Funding, provision Monthly  Staff
unions  Managemen -Air Transport of working tools & feedback
t staff of CA Senior Staff Training
Association of
Nigeria
(ATSSAN),
-National Union
of Air Transport
Employees
(NUATE),
-National Union
of Pensioners
(NUP)
12 Provides video  Photography FAAN Funding, provision As directed  Internal
& photo covers unit of CA of working tools & Memos
Training  Movement
Register
13 Social media  AGM New FAAN Funding, provision 24 hours  Social
management Media of working tools & media
 Online Training feedback
media unit  Complaints
reports
 Real-time
feedback
17
Undertake quarterly review of staff performance to ensure that targets are met.
i. Any aggrieved customer of Corporate Affairs has the right to be heard.
ii. All customers of Corporate Affairs shall be treated with courtesy.
8.1 Customer Obligation
i. Obey the rules and regulations guiding activities in the department
ii. Do not engage the services of illegal persons.
iii. Provide adequate and correct information with genuine prescribed supporting document(s) when
applying for our services.
iv. Display courtesy in dealing with the staff of Corporate Affairs.
v. Adopt prescribed complaints procedures in seeking redress.
8.2 Staff Obligation
All Corporate Affairs officers must be accessible, courteous, responsive, competent and reliable in
dealing with customers.
The department shall recognize and reward quality service delivery efforts and results.
We meet with our stakeholders on a monthly, quarterly and as the need arises to ensure efficient
service delivery
18
DEPARTMENT OF LEGAL SERVICES/BOARD SECRETARIAT
LOCAL CHARTER
1. INTRODUCTION
The Authority’s Legal Department is established to guide Management in decision making in
accordance with extant laws with a view to minimizing legal liability.
The Department also manages the legal relationship between the Authority and third parties.
2. VISION
To develop a highly professional Department committed to providing world class legal services.
3. MISSION STATEMENT
To provide continuous world class quality legal services to FAAN in the most efficient and effective
manner.
4. DETAILS OF CUSTOMER
(a) Federal Ministry of Transportation
(b) Governing Board
(c) Management
(d) Staff
(e) Unions
(f) External Solicitors
(g) Nigeria Police Force
(h) Anti-Graft Agencies (EFCC, ICPC, SFIU, etc)
(i) Government Agencies
(j) International Organizations
(k) Nigerian Airspace Management Agency (NAMA)
(l) Nigerian Civil Aviation Authority (NCAA)
(m) Lessees/Tenants/Licensees/Concessionaires
(n) Consultants
(o) Airline Operators
19
(p) National Assembly (NASS)
(q) Passengers/Airport Users
5.0 SERVICE PROVISION OF THE DEPARTMENT OF LEGAL SERVICES
S/N Service Staff/Division Who is the Customer Delivery Monitoring

Responsible Customer? Obligation(s) Standards Activity (s)
1. Legal Advice/ Dept. of Legal FAAN Written request/ 24 hours Incoming
Opinion Services memo /Outgoing
Correspondence
Registers
2. Legal Directorates of: *Concessionaires Payment of 7 Days *Internal memo
Documents *Human *Contractors prescribed fees *Incoming/Out-
Vetting/Apprai Resources/Adm *Lessees by the respective going
sal in. *Tenants Customer as Correspondence
*Airport *Licensees contained in the Registers
Operations *External Commercial
*Security Solicitors Hand Book /
Services *Airline website
*Finance & Operators *Submission of
Accounts *Consultants relevant docs.
*Engineering *Operating
Services within the terms
*Commercial & of
Business Agreement/legal
Development document.
*MD/CE’s
Office
Departments of:
*Legal Services
*Procurement
*ICT
*Corporate
Affairs
*Audit
*Customer
Care/SERVICO
M
*Airport
Planning &
Technical
Services
3. Amendment of Dept. of *FAAN *Written Dependent on *Document

(a) FAAN Act Legal Services *Governing request/memo passage and movement
Board/Fed. Min. *Operating assent by Register
of Transportation within the NASS and *Draft Act
(Aviation) provisions of President. *Final copy
the Act.
20
4. (b) Bye-Laws *Dept. of Legal *FAAN *Written Six (6) Months *Document
Services *Airline request/memo movement
* Directorate of Operators *Operating *Register
Airport *Concessionaires within the *Draft Bye-
Operations *Passengers provisions of the Laws
*Directorate of *Air port Users Bye-Laws. *Final copy
Security
Services
5. Draft Bills Dept. of Legal *National *Written request 72 Hours Incoming/Outgo
Vetting Services Assembly *Submission of ing
*Organisations/ copy of Draft Correspondence
Institutions Bill Register
6. External *Dept. Legal *FAAN *Appointment 24 Hours *Monitoring of

Solicitors Services *Fed. Min. of of external suits/proceeding
Supervision Justice Solicitors s in courts
*Fed. Min. of *Assessment *Analysis of
Transportation and payment of cases won/lost
Solicitors fees *Determination
of duration of
each case in
court
*Visits to the
legal firm
*Inspection of
Court processes
7. Litigation Dept. of
Support: Legal Services External Written request 48 Hours *Incoming/Outg
(a) Review of Solicitors oing
Court Correspondence
Processes Registers
*Draft copies of
Affidavits,
Pleadings,
Briefs, Case
Notes, etc
*Final copies of
Affidavits,
Pleadings,
Briefs, Case
Notes, etc
8. (b) Pre-Trial Dept. of Legal *Staff *Attendance 24 Hours *Record of
Conferences Services *External attendance
Solicitors *Monitoring the
conduct of the
pre-trial
conference
9. Legal Dept. of Formal report of 24 hours *Police Incident
Representation Legal Services Staff arrest/detention Record
: *Release of staff
(a)Police arrested
Station
21
10. (b) Courts Dept. of Legal *FAAN *Provision of 24 Hours *Case Log at the
Services *Staff relevant Court Registry
information/doc *Departmental
umentary Case Log
evidence as to
facts of each
case
11. (c) Anti-Graft Dept. of Legal Staff *Written report 24 Hours *Inspection of
Agencies Services of facts Case Log at the
(Economic and *Provision of Desk Officer’s
Financial relevant office
Crimes documentary *Release of staff
Commission, evidence if under arrest
Independent
Corrupt
Practices (and
Related
Offences)
Commission,
Special Fraud
Investigation
Unit, etc)
12. Judicial and Dept. of Legal *FAAN *Written 24 Hours *Report of the
Administrative Services *Staff request/memo Panel
Panels of *Provision of *Incoming/Out-
Enquiry documentary going
evidence Correspondence
Register
13. Due Dept. of Legal Procurement *Written 48 Hours Search at the

Diligence/Due Services request/memo relevant
Process *Submission of organisation
Monitoring relevant
statutory
documents
14. Official Legal Services FAAN Forwarding of 24 Hours In-coming/Out-

Correspondenc in-coming going
e correspondence Correspondence
Registers
5.1 SERVICE PROVISION OF THE BOARD UNIT

S/ Service Staff/Division Who is the Customer Delivery Monitoring
N Responsible Customer? Obligation(s) Standards Activity (s)
22
Conduct of *Board *FAAN *Request to 24 Hours *Minutes of the
meetings Secretariat Governing Board convene meetings
meeting
*Managing *FAAN *Attendance
Director Management *Submission of Form
(MD)/Chief documents to be
Executive (CE) *Concessionaires discussed *Extracts of the
Minutes
*Government
Agencies
Secretarial Board *FAAN Request for 24 Hours *Record of

Services Secretariat Governing service proceedings
Board *Minutes of
*FAAN Meetings
Management
*Concessionaires
*Government
Agencies
Retrieval of Board *FAAN Formal request 3 Hours In-coming and
Minutes of Secretariat Governing Board Out-going
Meetings Correspondence
*FAAN Registers
Management
*Concessionaires
*Government
Agencies
*Staff
Retrieval of *Board *Office of the Formal Request 3 Hours In-coming &
Original Secretariat MD/CE Out-going
Contract *Procurement *Directorate of Correspondence
Documents Department Human Register
Resources&
Administration
*Directorate of
Finance &
Accounts
*Directorate of
Comm. &
Business
Development
*Directorate of
Security Services
23
*Directorate of
Airport Operations
*Directorate of
Engineering
Services
Issuance of *Board *Contractors *Submission of 24 Hours *Letters of
Letters of Secretariat *Concessionaires statutory Award/Offer
Award/Offer *Procurement *Lessees documents *In-
Department *Licensees *Payment of bid coming/Out-
*Directorate of *Tenants document fees going
Comm. & *Consultants and other fees as Correspondence
Business contained in the Register
Development annexed *Verification of
Commercial receipts of
Hand book/ payment
website *Record of
Awards
Verification of Board Procurement *Formal 72 Hours *Internal
relevant Secretariat Department Request memoranda
documents for
procurement *Submission of *Search at the
purpose documents to be relevant
verified agencies
Provision of Board *FAAN Attendance 3 Hours *Voucher/Evide
Welfare/ Secretariat Governing Board nce of payment
Refreshments *FAAN *Receipt of
Management payment for
*Concessionaires refreshment
*Government items
Agencies *Supervision of
*Staff supply

Quarterly evaluation and reporting of staff performance to ensure that set targets are met.
i. Genuine complaints shall be handled within a period of twenty four (24) hours
ii. If supporting/relevant documents are provided on time. Please refer to FAAN Integrated Service
Charter pages - 8 and 9 for further details
OBLIGATIONS/EXPECTATIONS
All staff of Legal Services Department must be accessible, courteous, responsive, reliable and
competent in all dealings with customers.
24
Recognize and reward quality service delivery efforts and results and also reprimand actions
tending towards service failure.
STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION/DELIVERY

We meet biannually with a Directorate of Commercial & Business Development, Directorate of
Engineering Services, Directorate of Finance & Accounts, Department of Procurement, Directorate of
Airport Operations and Directorate of Human Resources & Administration to ensure efficient service
delivery
25
PROCUREMENT DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
The Procurement Department is a Department under Managing Director/Chief Executive charged
with the responsibility of obtaining goods, works and services at the right time from the right
source at the right quality at the right quantity and right price in line with due process (Public
Procurement Act 2007) to meet the objective of the Federal Airports Authority of Nigeria.
2.0 VISION
To add value to the system.
To acquire works, goods and services in the most efficient method for Authority’s objectives.
 Governing Board
 Management
 Contractors
 Concessionaires
 Media Houses
5.0 SERVICE PROVISIONS OF PROCUREMENT DEPARTMENT
S/ SERVICE DELIVERY RESPONSIBILITY WHO IS CUSTOMER MONITORING

N STANDARD THE OBLIGATION(S) ACTIVITY(S)
PERFORMANCE CUSTOMER
TARGET
1 Needs 14 Days - Managing Internal: - Receipt and Records of collation
Assessment Director/CEO - User aggregation of and prioritization
- Procurement Department proposals from
Department User Department
- Budget Committee on Works, Goods
- Procurement and Services
Planning Committee
(PPC)
- User Departments
2 Procurement 7 Days - Bureau of Public Internal: Internal: Correspondence
Plan Procurement - Budget Budget register of incoming
26
TARGET
- Federal Ministry of Committee Committee and outgoing
Aviation Recommendation
- Managing External
Director/CEO External - Procurement Plan
- Procurement - Bureau of Format from
Department Public Federal Ministry
- Audit Department Procurement of Transport
- User Department - Federal (FMT)
- Contractors Ministry of -
- Independent Aviation
Observers
3 Market Quarterly - Procurement Internal: Internal: Survey Report(s)
Survey & Planning Committee - Technical - Technical
Surveillance - Procurement Personnel Assessment of
Department (i.e. Engineering
- Audit Department Engineers, Measurements
User Department Technicians External:
- Contractors etc) - Market Invoices
External:
- Market
Traders
4 Advertiseme 42 Days - Bureau of Public Internal: Internal: - Newspaper
nts Procurement - Corporate - Documentation of Publications
- Federal Ministry of Affairs Advert - Federal Tenders
Aviation Communicati Publications Journal
- Managing on External:
Director/CEO Department - Advert Placement
- Procurement External: - Forward details
Department - Newspaper for Advertisement
- Public Affairs Agencies
- Statutory
Departments
- User Department
- Contractors
- Independent
Observers
5 Development 14 Days - Procurement Internal: Internal: Evidence of Bill of
of Bid Department - User - Bill of Quantity Quantity (BOQ) and
Documents - User Departments Department - Bill of Engineering Bill of Engineering
- Contractors Measurement Measurement
Equipment Equipment (BEME)
6 Receiving Tender/ Bid - Procurement External: External: Evidence of Bid
Tender/Bid Documents are Department - Contractors - Signing of Tender Return Sheets
Documents opened at the end of Register and
the 6 Weeks Invoice Receipt
notification period
7 Evaluation of 14 Days - Technical Nil Nil - Evaluation
Bid Evaluation Reports
Documents Committee (TEC) - Statutory and
- Procurement mandatory
Department Documents
- Contractors
27
TARGET
- Statutory
Departments
- User Departments
8 Invitation for 14 Days - Managing Internal: Internal: - Record of

Financial Director/CEO - Procurement - Financial Opening correspondence
Bidding - Procurement Planning Bidding
Department Committee - Assessment of
- Statutory External Financial Bids
Departments - Contractors
- User Departments
- Contractors
9 Financial 7 Days - Evaluation Internal: Internal: Financial Bid
Evaluation of Committee - User - Signing of Bid Return Sheet
Bid - Procurement Department Documents
submission Department - Technical
- Statutory Evaluation
Departments Committee
- User Departments
Contractors
10 Request for 48 hours - Procurement Nil Nil Evidence of “Vote
Vote of Department of Charge”
Charge - Budget Department
- User Department
11 Approval 7 Days - Federal Executive Internal and Submission of - Resolutions
Thresholds Council (FEC): External relevant documents - Minutes of
Approval of - MD/CEO meeting
proposal over 50 - Procurement - Letter of Award
Million for Supply Planning - Certificate of “No
and 250 Million for Committee Objection”
Works - Parastatal
- Bureau of Public Tenders
Procurement (BPP): Board
Issuance of a - Ministerial
Certificate of “No Tenders
Objection” Board
- Ministerial Tenders - Bureau of
Board (MTB): Public
Approve all Procurement
proposals under - Federal
100Million for Executive
Supply and Council
500Million for Works - Audit
- Parastatal Tenders Department
Board (PTB):
Approve all
proposals under 50
Million for Supply
and N25Million for
Works
- PPC – Assess all
documentations
28
TARGET
- MD/CEO: Approve
all proposals under
N2.5 Million Naira
for Supply and
N5Million for Works
12 Issuance of 7 Days after - Procurement Dept Internal: Internal: - Issuance of Letter
Letter of approval - Board Secretariat - MD/CEO - MD/CEO’s of Award from
Awards, - Audit Department - Board Approval Board secretariat
Agreements, - Contractors Secretariat - Attachment of - Issuance of Local
Local relevant Purchase Order
Purchase documentation (LPO) and Job
Order and/or Order (JO)
Job Order
13 Contract Minimum of 1 Month - Managing Nil Nil - Store Receipts
Implementati Director/CEO Vouchers (SRV)
on and - Procurement Dept - Good Received
monitoring - User Departments Note (GRN)
- Audit Department
- Stores Dept
- Airport Managers
- Contractors
14 Processing 60 Days - Managing Nil Nil Assessment of
executed Director/CEO Payment Vouchers
contract for - Procurement Dept
payment - Accounts Dept
- Audit Department
- Stores Department
- User Department
- Contractors
15 Keep record - Monthly - Managing Internal: Internal: - Monthly, Quarterly
of all - Statutory 10 years Director/CEO - PPC - PPC, PTB, MTB & Annual Reports
procurement - Procurement - PTB and FEC - Procurement
activities of Department - MTB Resolutions Monitoring and
the - Bureau of Public - FEC Performance
Department Procurement Report
i. Carry out evaluation of procured material if it is commensurate with specification as the need
arises.
i. Ensuring due Process in consonance with the Public Procurement Act 2007.
ii. Undertake monthly audit check to ensure that set targets are met.
iii. Maintain documents of correspondence with the Bureau of Public Procurement (BPP) for all
procurements exceeding the approval threshold of the Parastatal Tenders Board (PTB).
iv. Maintain records of all approvals such as the local purchase Order (LPO) and Job Order (JO)
approved by MD/CEO and the various tender boards.
29
i. Any aggrieved customer of Procurement Department has the right to be heard.
ii. All customers of Procurement Department shall be treated with courtesy.
i. Obey the rule and regulations guiding the functions of the Procurement Department.
ii. Do not engage the service of illegal persons (fraudsters).
iii. Provide adequate, correct information and genuine prescribe supporting documents (s) when
iv. Display courtesy in dealing with officer of Procurement Department.
v. In seeking redress for service failure, adopt the prescribed complaints procedures.
vi. Contact: Refer to FAAN Integrated Charter pages 8 and 9
i. All staff must be accessible, courteous, responsive, reliable and competent in all dealings with
customers.
8.3 MANAGEMENT OBLIGATION
FAAN Management should recognise and reward quality service delivery efforts and results.
9.0 STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION / DELIVERY
FAAN stakeholders made up of her internal and external customers meet bi-annually, to
evaluate, analyze, and draw up modalities with recommendations to the management of services
improvement for the realization of her mission.
30
INTERNAL AUDIT DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
The Audit Department serves as the financial watchdog of the Authority. It reports to the office
of the Managing Director/CEO.
2.0 VISION
To build a sustainable audit system for the Authority.
To evaluate, control and enforce internal control systems (operating and administrative
procedures) initiated by Management for efficient utilization of available resources.
 Governing Board
 Management
 Staff
 Banks
5.0. SERVICE PROVISION OF AUDIT DEPARTMENT

S/N SERVICE STAFF/DIVISION WHO IS THE CUSTOMER CUSTOMER OBILIGATION DELIVERING MONITORING
RESPONSIBLE (S) STANDARD/ ACTIVITY (S)
PERFORMANCE
TARGET
1 Assignment of GENERAL MANAGER STAFF/Concessionaires/ Staff-Completeness of 8am -4pm /As AUDIT
Responsibilities (AUDIT) Airline/Contractors required documentation the need REPORT/PERI
to Staff of the and the MD/PTB/ arises )/100% ODIC
Department Ministerial Approval/ REVIEWS/CU
Federal Executive Council STOMERS
Approval& Budgetary FEEDBACK/EX
provision TERNAL
AUDIT
REPORTS.
2 REVENUE LEGAL DEPT; BUDGET AIRLINES, EFFECTIVE AND 8am -4pm /As ATTAINMENT
AUDIT DEPT; CONCESSIONAIRES, EFFICIENT REAL TIME OF the need OF REVENUE
CLIENTS;COMMERCIA GOVT AGENCY, OIL DATA FOR CHARGING OF arises )/100% TARGETS;
L DEPT; CREDIT COMPANIES, Avitech, REVENUE. FOLLOW UP REAL TIME
CONTROL DEPT; lATA, Remita Authorized ON DEBT EFFICIENT
FINANCE DEPT; Agents. REVENUE
REVENUE AUDIT UNIT MONITORING
SYSTEM IT
SOLUTIONS;
31
PERFORMANCE
TARGET
SURVEY&
EXTERNAL
AUDIT
REPORTS.
3 AIRPORT DGM (REVENUE STAFF Timely submission of 8am -4pm /As AUDIT
RETURNS AUDIT) & AGM Airport returns on the need REPORTS&EX
AUDIT (EXPENDITURE AUDIT) monthly basis. arises )/100% TERNAL
UNITS; BUDGET DEPT; AUDIT
BRANCH ACCOUNTS; REPORTS.
TREASURY;
4 AIRLINE/CONC TRADE DEBTORS UNIT; - AIRLINES Submission of up to date 5 WORKING AUDIT
ESSIONARIES COMMERCIAL -CONCESSIONAIRES, invoices and DAYS /100% REPORT ON
DEBT DEPT;CREDIT -GOVT AGENCY, receipts(Customer's CLIENT DEBT
RECONCILIATIO CONTROL DEPT; -OIL COMPANIES copy); Clarification of POSITIONS &
N CLIENT -STAFF grey areas in a timely EXTERNAL
INVOICES/PAYMENT manner, client AUDIT
RECORDS,TREASURY, availability for debt REPORTS.
&REVENUE AUDIT reconciliation exercise.
UNIT
5 ACCOUNTS TRADE DEBTORS Staff & Clients. Prompt response to debt 24 WORKING AUDIT
RECEIVABLE UNITED KINGDOM circularisation notice; DAYS /50% REPORT,
AUDIT GREAT; COMMERCIAL Prompt retirement of COMMERCIA
DEPT;CREDIT cash advances within 10 L INVOICES,
CONTROL; Working days of CLIENT DEBT
REVENUES&EXPENDIT obtaining the advance; POSITIONS
URE AUDIT complete documentation &EXTERNAL
UNITS,EXPENDITURE of retirement of cash AUDIT
CONTROL UNIT; advance accounting REPORTS.
TREASURY/FINANCE purpose; availability of
DEPT. purchased items for
Audit verification and
obtaining Goods
Received Notes for stores
record& Fixed Assets
Schedule.
6 EXPENSES USER DEPTS, Staff Staff-Completeness of 8am -4pm /As AUDIT
AUDIT APPROVING required documentation the need REPORT&COS
AUHORITIES i.e. and the arises )/75% T CONTROLS
MD/CEO,PTB, MTB MD/PTB/Ministerial WITHIN
,FEC; BUDGET DEPT; Approval/Federal BUDGETED
EXPENDITURE Executive Council ESTIMATES
CONTROL UNIT OF Approval& Budgetary
DFA; EXPENDITURE Provision
AUDIT UNIT;
FINANCE/TREASURY
DEPT
7 STAFF/PENSIO BUDGET DEPT; Staff/Pensioners Prompt submission of 24 DAYS/75% ELIMINATION
N PAYROLL HUMAN RESOURCES monthly staff lists; OF GHOST
AUDIT DEPT /PENSION UNIT; Prompt submission of EMPLOYEES/
ICT DEPT; salary and pension inputs ACCURATE &
SALARY/PENSION for Audit Purpose; PROMPT
UNIT OF DFA; Availability of reliable IT PROCESSING
EXPENDITURE AUDIT hardware infrastructures OF MONTHLY
UNIT; with capacity to support SALARY/
FINANCE/TREASURY Microsoft ERP Navision PENSION
DEPT payroll module. PAYROLLS
32
PERFORMANCE
TARGET
8 PROCUREMENT BUDGET DEPT; USER Staff/Contractors/ Notice of Procurement 14 WORKING VALUE FOR
AUDIT DEPTS; Bureau of Public Planning Committee; DAYS/50% MONEY
PROCUREMENT DEPT; Procurement Completeness of bid AUDIT/VERIFI
PPC/PTB; STORES submission, Request for CATION OF
DEPT; LEGAL DEPT; Procurement items from SUPPLIES IN
PLANNING DEPT; relevant department; LINE WITH
EXPENDITURE AUDIT Needs Justification, LOCAL
UNIT&ACOUNTS/FINA Budgetary provision PURCHASE
NCE DEPTS MD/CEO Approval, PTB ORDER (LPO)
approval, Ministerial or /Job ORDER/
FEC Approval as the PROJECT
causeway be; Proof of SPECIFICATIO
compliance of the Public NS WITHIN
Procurement Act TIMELY
Provisions. MANNER.
9 ACCOUNTS BUDGET DEP; Staff/Contractors/ Procurement 21 WORKING ACCURATE
PAYABLE PROCUREMENT DEPT; Bureau of Public advertisement for the DAYS/50% CREDITOR
AUDIT STORES/PROJECT Procurement year, Bid documents, BALANCES &
MONITORING - Letter of Award; Project SCHEDULES
CIVIL/MECH/ELECTRIC Contract agreement; LPO WITH AGING
AL/ LWS PRTOJECT or Job Order; Submission ANALYSIS,
PAYMENT of Payment certificate as PROMPT
CERTIFICATES/CONTR evidence of work carried AUDIT
ACT AGREEMENTS & out by the contractors; VERIFICATIO
ENVIRONMENT JOB Evidence of Audit N, PROJECT
CERTIFICATION; verification of supplies MONITORING
(Goods, works or &
projects); Budgetary EVALUATION
Provision, Accurate
deduction of relevant
taxes from the contract
sum; submission of
Advance Payment
Guarantee for relevant
project acceptable to the
FAAN Legal departments,
proper creditor record
keeping and maintenance
of reliable and accurate
creditor ledger schedule
10 STORES AUDIT USER DEPTS; STORES Staff; Suppliers, Office Presentation of store 8am -4pm /As ROUTINE
DEPT; EXPENDITURE of Accountant General and fixed asset items to the need STORES
AUDIT UNIT of the Federation, Office the Internal Audit for arises )/100% AUDIT/ANNU
of the Auditor General Physical verification and AL STOCK
for the Federation and Stores departments for TAKING/
the External Auditors. issuance of Goods STORES
Received Notes! AUDIT
REPORT/RAM
DOM STORES
SAMPLING
11 TREASURY EXPENDITURE Staff, Contractors, Evidence of service QUARTERLY/7 ACCESS TO
AUDIT CONTROL UNIT; Ministry of performance/delivery of 5% REAL TIME
SALARY/PENSION Transportation, FIRST supplies ONLINE E-
UNIT; CREDITORS BANK OF NIGERIA (FBN)/ PAYMENT
UNIT; AVITECH, REMITA
TAX/INSURANCE INTERNATIONAL AIR PLATFORM,
UNIT; TREASURY UNIT TRANSPORTATION POST
33
PERFORMANCE
TARGET
& EXPENDITURE ASSOCIATION (IATA) PAYMENT
AUDIT UNIT other Service Providers AUDIT/BANK
RECONCILIATI
ON
12 INSURANCE PROCUREMENT DEPT; Staff, lnsurance brokers, Fixed assets Schedule, ANNUALLY/ GROUP LIFE
AUDIT BUDGET DEPT; Insurance companies, insurance policy 100% ASSURANCE
INSURANCE/TAX External Auditors, certificates for Workmen AND FIXED
UNIT/TREASURY Offices of the Compensation and Fixed ASSETS
UNIT& EXPENDITURE Accountant General and assets. INSURANCE
AUDIT UNIT Auditor-General of the POLICY
Federation. COVER AND
VALIDITY
13 TAX AUDIIT PROCUREMENT DEPT; Staff; Contractors; other Tax schedules & QUARTERLY/ ACCURATE
INSURANCE/TAX Service Providers; FIRS Evidence of tax 75% PAYE,VAT&W
UNIT/TREASURY UNIT and State Inland remittance. HT
& EXPENDITURE Revenue Service. DEDUCTIONS
AUDIT UNIT AND PROMPT
REMITTANCE
TO
APPRORIATE
TAX
JURISDICTION
S
14 FIXED ASSETS USER DEPTS; Staff; Suppliers, Fixed assets Schedule for 8am -4pm /As EXISTENCE
AUDIT APPROVING Contractors HQ and Airports. the need AND
AUHORITIES; &Multinational company arises )/50% MAINTENAN
PROCUREMENT DEPT; donors. CE OF FIXED
EXPENDITURE ASSET
CONTROL UNIT OF REGISTER
DFA; STORE UNIT; &FIXED
EXPENDITURE AUDIT ASSETS
UNIT; VERIFICATIO
FINANCE/TREASURY N
DEPT
15 CAPITAL CIVIL/MECHANICAL/;E Staff, Contractors& Procurement 8am -4pm /As TIMELY
PROJECTS LECTRICAL/ ICT/LWS/ Ministry of Advertisement; the need PROJECT
AUDIT PROJECT MGT; LEGAL Transportation Budgetary Provision; Bid arises /50% COMPLETED
DEPT; PROCUREMENT documents, technical and AND VALUE
DEPT; PROJECT financial evaluation FOR MONEY
CONTRACTORS; reports, Contract Award, AUDIT
CREDITORS UNIT; Project Contract
EXPENDITURE AUDIT; Agreement, Bill of
FINANCE &TREASURY Engineering
UNIT; BUDGET DEPT Measurements and
Estimate (BEME) or Bill of
Quantities for a project;
Request for payment;
Payment certificate,
Evidence of Audit
verification and Evidence
of compliance to the
contract agreement.
34
PERFORMANCE
TARGET
16 FINAL FINAL ACCOUNTS Staff & External Accurate posting of ANNUAL/50% INTERNAL
ACCOUNTS UNIT/EXPENDITURE Auditors accounting entries in line AUDIT
AUDIT AUDIT UNIT with the chart of OBSERVATIO
Accounts; draw up trial NS/MANAGE
balance supported with MENT
relevant schedules REPORTS/EXT
ERNAL AUDIT
REPORT
17 ANNUAL HUMAN RESOURCES Staff& Pensioners Physical Appearance of ANNUAL/100 STAFF/PENSI
STAFF/PENSIO DEPT/PENSION staff with Identification % ON
N AUDIT UNIT/& AUDIT DEPT evidences i.e. Letter of VERIFICATIO
appointment, N REPORT
confirmation, and ID
card; while Pensioner i.e
letter appointment,
confirmation, and
retirement.
18 ANNUAL STOCK ASSETS Stores Dept Staff ASCERTAIN STORES ANNUAL/100 ANNUAL
TAKING UNIT/ACCOUNTS ITEMS, QUANTITY AND % STOCK
DEPT; STORES DEPT & TOTAL COST PRICE. REPORT
AUDIT DEPT DETERMINE THE
OBSOLESCENT ITEM(S).
19 INTERFACE FINAL ACCOUNTS; GM ACCOUNTS, GM SUBMISSION OF ANNUAL/100 AUDITOR
WITH THE BRANCH AUDIT RELEVANT DOCUMENTS % GENERAL
OFFICE OF ACCOUNTS/UNIT/GM FOR
AUDITOR (AUDIT) FEDERATION
GENERAL FOR REPORT
THE
FEDERATION
20 INTERFACE FINAL ACCOUNTS; ACCOUNTS STAFF, SUBMISSION OF ANNUAL/100 ACCOUNTAN
WITH THE BRANCH ACCOUNTS AUDIT STAFF, AGF RELEVANT DOCUMENTS % T-GENERAL
OFFICE OF THE UNIT&GM (AUDIT) OF
ACCOUNTANT FEDERATION
GENERAL OF REPORT
THE
FEDERATION
21 INTERFACE FINAL ACCOUNTS; GM ACCOUNTS, GM DISCUSSION OF 30 DAYS/50% SURVEY
WITH BRANCH ACCOUNTS AUDIT OBSERVATIONS AND OFAIRPORTS/
EXTERNAL UNIT & GM (AUDIT) APPROPRATE FEEDBACK
AUDITORS RECOMMENDATIONS. FROM
EXTERNAL
AUDITORS
22 FRAUD MD/CEO; HR DHR, GM AUDIT EVALUATE CONTROLS TO 5 WORKING VALUE FOR
INVESTIGATION DEPT/GM(AUDIT) ASSESS FRAUD RISK. DAYS/100% MONEY/AUDI
INVESTIGATE FRAUD IN T REPORT TO
CONJUNCTION WITH DHR MANAGEME
AND ADVISE NT
MANAGEMENT
23 EVALUATION ICT DEPT; GM(AUDIT) ICT STAFF, AUDIT STAFF ENSURE THE CONTROLS 48 VOUCHER
OF SYSTEMS OF EMBEDDED IN THE HOURS/50% ASSESMENT/
INTERNAL SYSTEM ARE NOT AUDIT
FINANCIAL COMPROMISED. INVOICES
CONTROLS AND RECEIPT
24 OPERATIONAL SAFETY DEPT; STAFF ENSURE ADHERENCE TO 5DAYS/50% REPORTING
AUDIT AIRPORT INTERNATIONAL CIVIL OF RISK
OPERATIONS; FIRE AVIATION ORGNISATION ASSESSMENT
35
PERFORMANCE
TARGET
AND AVIATION (ICAO) STANDARDS TO
SECURITY DEPTYS & MANAGEME
EXPENDITURE AUDIT NT
UNIT PERIODICALL
Y
25 INFORMATION ICT DEPT; FINANCE AUDIT STAFF/ ICT STAFF TO SAFEGUARD THE 10 WORKING AUDIT
TECHNOLOGY/ &ACCOUNTS DEPTS & ORGANISATION DAYS/50% MONITORING
RISK GM(AUDIT) INFORMATION OF
ASSESSMENT TRANSACTIO
N & AUDIT
WALKTHROU
GH
26 COMPLIANCE AUDIT DEPT SUPPLIERS/STAFF MONITOR ADHERENCE 8am -4pm /As AUDIT
AUDIT TO REGULATORY the need REPORTS&EX
RULES/REGULATION arises /75% TERNAL
ROUTINE AUDIT
REPORTS.
27 DATA ICT DEPT ; AUDIT DEPT ICT/ AUDIT STAFF ANALYSING DATA AND 14 DAYS/25% UPLOAD
ANALYTICS INTERPRETING IN ORDER DATA FROM
TO ADVISE COMPUTERS/
MANAGEMENT SERVERS
28 CONSULTANCY ICT DEPT; FINANCE STAFF/ CONSULTANT ADHERENCE TO TERMS 8am -4pm /As AUDIT
SERVICE &ACCOUNTS DEPTS; OF CONSULTANCY the need REPORTS &
CONSULTANTS & arises /50% EXTERNAL
AUDIT DEPT AUDIT
REPORTS.
29 SITA/IATA/ ICT DEPT; FINANCE & STAFF/ CONSULTANT DAY TO DAY ROUTINE/50% AUDIT
AVITECH/ ACCOUNTS DEPTS & MONITORING/ FEEDBACK REPORTS &
REMITA AUDIT DEPT i.e. positive or negative EXTERNAL
REVENUE IT AUDIT
PLATFORM REPORTS.
MONITORING
AND
REPORTING
6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING.

i. Carry out annual evaluation of staff performance for reward of excellence.
ii. Undertake daily/as the need arises audit checks to ensure that set targets are met.
7.0 DETAILS OF CUSTOMER GRIEVIANCE REDRESS MECHANISM
iii. Every customer of FAAN shall be treated with courtesy.
iv. Any aggrieved customer has the right to be heard.
v. Please refer to FAAN Integrated Service Charter pages - 8 and 9 for further details
8.0 OBLIGATION/EXPECTATIONS
i. Obey the rules and regulations guiding the activities in the airports.
ii. Do not engage the services of illegal persons (fraudsters).
36
iii. Provide adequate and genuine supporting document(s) when applying for services of the Audit
department.
iv. Display courtesy in dealing with staff of Audit Department.
v. In seeking redress for service failure, adopt the prescribed complaints procedures.
vi. Refer to FAAN Integrated Charter pages 8 and 9
Staff of Audit Department must be accessible, courteous, responsive, reliable and competent in
all dealings with customers.
Recognize and reward quality service delivery efforts and results.
We meet quarterly /as the need arises with our stakeholders, AIRLINES, CONCESSIONAIRES,
GOVT AGENCY, OIL COMPANIES, Avitech, lATA, Remita Authorized Agents to ensure efficient
service delivery
37
INFORMATION & COMMUNICATION TECHNOLOGY DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
The Information and Communication Technology Department is under the Managing Director’s
Directorate.
It takes care of installation, support and maintenance of the Network, Hardware, Software ,
Security systems and communication infrastructure.
2.0 VISION
To enhance the business of Federal Airports Authority of Nigeria with high quality and up to date
Information and Communication Technology.
To provide high quality Information and Communication Technology service to FAAN by using
modern and up to date technology, driven by knowledgeable personnel.
 Governing Board
 Management
 Staff
 Unions
 Media Houses
 Airlines
6.0 SERVICE PROVISION OF INFORMATION & COMMUNICATION TECHNOLOGY DEPARTMENT

S/N SERVICES STAFF WHO IS THE CUSTOMER DELIVERY MONITORING
DIVISION/R CUSTOMER OBLIGATION STANDARDS ACTIVITY(IES
ESPONSIBLE )
1  Hardware ICT Staff FAAN Make 1 hour Daily
Support/ Complains Inspection/
Maintenance Supervision
(On – Call )
 Installation of
Operating NIL 3 hours
System
 Network
troubleshootin
g
Make 1 hour
 Internet Complains
Services/
Support Make 1 hour
38
ESPONSIBLE )
 Repair of Complains
outages 30mins – 1 day
pending on the
outage
2  System ICT Staff Give us 1 – 7 working Supervision/
feasibility information days pending on Report writing
studies about what they System size
want
10 – 30 working
 System days pending
Analysis and on System size
Design
Daily
 Programming
Prepare every
Post – project
 Report
writing/
documentatio
n 72 hours weekly
till duration
 Training of
Personnel on
Software
implementati
on and
support
3 Base levels repairs ICT staff FAAN Make 3 hours Daily
and maintenance Complains periodical check Inspection/
on telecoms Supervision/
systems report writing
4 Deployment of ICT staff FAAN NIL 10 – 30 working Daily

Corporate wide days pending Inspection/
messaging on size Supervision
infrastructure for
the organisation
5 Regular ICT staff FAAN Make Daily / on – call Report writing/
monitoring of Complains request Supervision
screening systems,
access control,
FIDS, Fire Alarms
and CCTV
6 Assisting in ICT staff FAAN Make Daily
monitoring and Complains Inspection/
maintenance Supervision
 Private
Automatic Daily check/ 1-3
Branch hrs repair
Exchange
(PABX)
system
 Microwave
39
ESPONSIBLE )
link to cable 1hr – 1 day
telephone
system
 Wireless
1hr – 1 day
telephone
system
(GSM)
 Broadband
wireless Daily check
status on
internet
services
 Telephone
exchange Daily check
services

Carry out checks to ensure compliance and update equipment, once daily/as the need arises
i. Every customer of Information & Communication Technology shall be treated with courtesy.
ii. Any aggrieved customer has the right to be heard.
iii. Complaint(s)/grievance shall be addressed within a maximum of Seventy two hours (72hrs) if
genuine and prescribed documents are provided in good time.
vi. Please Refer to FAAN Integrated Charter - pages 8 and 9 for further details
iv. 8.0 OBLIGATIONS/EXPECTATIONS
ii. Do not engage the services of illegal personnel (fraudsters).
iii. Provide adequate, correct information and genuine prescribed supporting document(s) when
iv. Display courtesy in dealing with ICT staff.
All staff of Information & Communication Technology Department must be accessible, courteous,
responsive, reliable and competent in dealings with customers.
40
We meet monthly/as the need arises with our stakeholders, GEMS and AVITECH to ensure
efficient service delivery
41
AIRPORT PLANNING AND TECHNICAL SERVICES DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
This department is responsible for Planning, Data Management, Multilateral Relations,
Performance Management System (PMS) and Technical Services for FAAN. It reports directly to
the office of the Managing Director.
2.0 VISION
To coordinate all inputs from FAAN’s activities into the planning process and produce plans and
Technical Services that offer purpose and direction for the Authority.
To manage all data generated across the airports & headquarters, coordinate and interface all
multilateral relations. Also monitor, review, articulate, analyse and appraise plans for the
realization of the overall global objectives of FAAN.

 Governing Board
 Management
 Staff
 Media Houses
 National Planning Commission
 Airlines
5.0 SERVICE PROVISION OF AIRPORT PLANNING AND TECHNICAL SERVICES
DEPARTMENT
S/ SERVICE STAFF/DIVISI WHO IS THE CUSTOMERS DELIVERY MONITORING

N ON CUSTOMER OBLIGATION STANDARD/PE ACTIVITY (S)
RESPONSIBLE RFORMANCE
TARGET (%)
1 Preparation  Statistics Unit  Fed. Min. of  Submission Annually  Reports
s of Plans  Research Unit Transport of Inputs  Inputs Register
 Management
 All Directors
 All
Departments
2 Provision  Principal  FAAN Staff  Compliance 8am – 4pm daily  Report on
of Planning  Students To Library feedback from
Library Officer  Researchers rules staff
Services (Library)  On the Sport
42
S/ SERVICE STAFF/DIVISI WHO IS THE CUSTOMERS DELIVERY MONITORING
N ON CUSTOMER OBLIGATION STANDARD/PE ACTIVITY (S)
RESPONSIBLE RFORMANCE
TARGET (%)
 Planning assessment
Officer  Library Register
II(Library)
3 Developme  Statistics Unit  Fed. Min. of  Official Annually  Reports
nt &  Research Unit Transport request for Quarterly  Customer
Manageme  Management information Monthly Feedback
nt of  Staff  Submission Daily  Inputs Register
Aviation  Government of inputs by
Data Bank Agencies the Airports
 Media  Departments
Houses  Directorates
 Airline
 Students
 Researchers
5 Technical  Planning Staff  FAAN Mgt.  On Request JAN – DEC (on  Reports
Services /  All by Mgt. demand)  Feedback to Mgt.
Special Directorates
Duties  All
Departments
 Staff

Carry out quarterly evaluation of airports & management performance to ensure that set
targets are met and rank airports appropriately. Undertake periodic audit checks of plans,
programmes and activities.
i. Every customer of FAAN shall be treated with courtesy.
iii. Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details
8.1 Customer Obligations
i. Obey the rules and regulations guiding the provisions of our services.
ii. Do not engage the services of illegal persons (fraudsters)
iii. Provide adequate and correct information and genuine prescribed supporting document(s) when
iv. Display courtesy in dealing with officers of the department.
v. In seeking redress for service failure adopt the prescribed complaints procedures
All staff of the department must be accessible, courteous, responsive, reliable, and competent in all
dealings with customers.
43
The Department in conjunction with management hold quarterly meetings with stakeholders, all
Aviation Industry Parastatals, National Bureau of Statistics, Central Bank of Nigeria to evaluate,
analyze and draw up modalities and submit recommendations on service improvement plans.
44
DIRECTORATE OF FINANCE AND ACCOUNTS
LOCAL CHARTER
1.0 INTRODUCTION
The Directorate of Finance and Accounts is charged with the overall organizational goal, the duty
of providing a financial master plan and policies, ensuring their effective implementation and
execution, through proper control of revenue and expenditure for organizational survival , growth
and efficiency and monitoring using the necessary professional standards, financial regulations
for the achievement of national objective.
2.0 VISION
To be best in compliance with Accounting Standards and Financial Regulations
To give useful accounting and financial information that enable sound economic decision in the
very challenging Aviation world.
 Governing Board
 Management
 Staff
 Contractors
5.0 SERVICE PROVISION OF THE DIRECTORATE OF FINANCE AND ACCOUNTS
S SERVICE STAFF/DIVI WHO IS THE CUSTOMER DELIVERING MONITORING ACTIVITY (S)

/ SION CUSTOMER OBILIGATION STANDARD/
N RESPONSIB (S) PERFORMANCE
LE TARGET
1 Draw •Director •Fed. Ministry •To prepare Annually •Sending of Budget Call Circular to Depts
realistic of Finance of Finance realistic Annually and Airports
annual and •Fed. Ministry budget Annually •Collection and collation of budget
budget for Accounts of Transport proposals estimate
the •Budget •NASS C'ttee •To present •Budget Defence Committee activities
Organisati Departme on Aviation budget •Scrutiny of budget proposals by various
on nt •Fiscal proposals sub-c'ttee
Responsibility •To defend
Commission budget
•MD/ CEO proposals
•Directors
•Heads of
45
Departments
•Commercial
Headquarter
•Airport
Managers
•Station
Accountants
•Stations
HOD
Commercial
•Stations
HOD Credit
Control
2 Monitors •Budget •Directors •To give Daily •Quarterly visit to Stations by Budget
budget Monitoring •Heads of explanation Monthly Monitoring Team
performan Team Departments of all Quarterly •Preparation of monthly budget
ce •Revenue •Airport revenue performance
Monitoring Managers sources reports for management
Unit •Station •To show •Monitoring of Vote balances through
•Vote Heads of evidence of Departmental Vote Expenditure Account
Control Departments expenditure •Report on already processed expenditure
Unit •To lead •Enlarged Quarterly Budget Performance
•Expendit Team for Review Meeting
ure site
Control Inspection
Unit •To present
•Branch records on
Inspectora projects
te Unit executed
•To present
evidence of
payment
made
3 Collection •Credit •Airlines •To pay bills Daily •Maintenance of Customers Ledger to
of revenue Control •Passengers •To pay Daily monitor balances
with good Departme •Concessionai charges Daily •Revenue drive and Account reconciliation
credit nt res •To pay fees Daily with clients
control •Cash •Contractors Daily •Use of secured tickets for revenue
policies Office •Visiting collection
and •Reconcili Public on •Use of official Receipts to evidence cash
accounting ation Unit excursion collection
46
system Stations •Reconciliation with Central Bank of
Account Nigeria
Departme
nts
4 Prevention •Vote •Staff •To give Weekly •Preparation of weekly and monthly vote
of fraud Control •Contractors reasons and Daily balances
through Unit •Pensioners evidence of Daily •Use of appropriate Voucher to process
Expenditur •Expendit •Airports expenditure Daily properly routed and approved memos
e control ure •To show Daily •Use of adequately authorised payment
and proper Control documents Monthly mandate
treasury Unit evidencing •Reconciliation of cash book and bank
operations •Cash work or statements
Office supply made •Cash Advances retirement checks
•Reconcili • To show •Evidence of Audit checks / controls
ation Unit processed
•Staff pension/grat
Debtors uity & Bank
Unit details
•Branch
Inspectora •To give
te evidence of
expenditure
•To give
monthly
reports on
revenue and
expenditure
5 Payment •Salaries/ •Staff •Provision of Daily •The use of ERP (NAVISION)/ REMITA for
(remunera Pension •Contractors PFA and Monthly salary
tion) of Unit •Pensioners Bank details and pension payment.
Staff •Creditor's •Airports •Provision of •Maintenance of records for regular
salaries, Payment TIN and inspection.
Pensioners Processing Bank details •Auditors check on salaries,
pensions, Unit •Processed pensions/gratuity, Creditors payment and
Contractor •Expendit pension/grat other
s bills, ure uity & Bank claims to ensure accuracy, prevent fraud
Airports Control details and misappropriation
allocations Unit •Reasons
, Staff •Cash and
cliams and Office evidence of
47
Others expenditure
6 Remittanc •Tax and •Federal Tax •Issuance of Monthly •The use of ERP (NAVISION) for
e of PAYE Insurance Authority receipt of processing
Tax, VAT Unit •States Tax payment of payment to Staff and Creditors
and •Salary/ Authorities •Issuance of •Involvement of internal Auditors to
deductions Pension Tax ensure
to the Units Certificate proper and accurate deductions
relevant •Creditor are made on payroll items
Tax Payment •Reconciliation with Tax Authorities
Authorities Processing
Unit
•Cash
Office
•Reconcili
ation
7 Manageme •Asset / •Heads of •To provide Annually •Stock taking
nt of fixed Tax and Departments information Annually •Asset Verification
assets and Insurance •Airport on assets at Annually •Monitoring of Policy performance
provision Unit Managers their through records of indemnity for losses
of •Final •Staff disposal
insurance Accounts •Internal /
cover for External
staff and Auditors •To provide
properties •Insurance audit
of the Companies assistance
organizatio •To provide
n insurance
policy with
the requisite
cover
8 Produce •Final •Treasury •Posting to Daily •Generation of monthly Trial Balance

financial Accounts Unit various Monthly and reconciliation
statements •Credit ledgers Quarterly •Preparation of financial statements in
in Control unit Annually compliance with Accounting Standard
complianc •Debtors Unit and Financial Regulations under the watch
e with •Asset Unit of the Internal and External
accounting Auditors, Supervisory Ministry, Ministry of
48
standards Finance, Fiscal Responsibility
and Commission, NASS and Public Accounts
financial Commission
regulations

i. Carry out monthly, quarterly & annual evaluation of staff performance against service standards
to ensure efficient service delivery and reward of excellence.
ii. Undertake monthly, quarterly & annual audit checks to ensure that set targets are met.
 Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details
i. Obey the rule and regulations guiding the functions of the Finance and Accounts Directorate.
ii. Do not engage the service of illegal persons (fraudsters).
iii. Provide adequate, correct information and genuine prescribed supporting documents (s) when
iv. Display courtesy in dealing with officers of Finance and Accounts Directorates
v. In seeking redress for service failure, adopt the prescribed complaints procedures
All staff must be accessible, courteous, responsive, reliable and competent in all dealings with
customers.
FAAN Management should recognise and reward quality service delivery efforts and results.
8.0 STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION / DELIVERY
We meet quarterly and annually with our stakeholders, Federal Ministry of Finance, Federal
Ministry of Transport, Managing Director, FAAN, Airport Managers to evaluate, analyze, and draw
up modalities with recommendations to the management of services improvement for the
realization of her mission.
49
DIRECTORATE OF AIRPORT OPERATIONS
LOCAL CHARTER
1.0 INTRODUCTION
The Directorate was essentially created to meet the requirements established by the convention
on International Civil Aviation and ICAO Annexes: 9, 12,14,16 and 19, NCARS, SARPS and other
International Standards as it affects Aerodrome operator, etc.
The Directorate of Airport Operations is made up of four (4) departments namely: Airfield
Operations, Airport Services, Aerodrome Rescue and Fire Fighting Services (ARFFS) and
Environmental Services. Each headed by a General Manager who reports to the Director (DAO)
and who in turn reports directly to the Managing Director/Chief Executive. The DAO is the quality
control officer/ombudsman of the organisation who monitors facilities and services and ensures
full compliance with ICAO SARPS and other necessary and appropriate actions to regulate any
shortfalls in standards.
2.0 VISION
To ensure that our airports are amongst the best airport groups in the world.

To ensure that facilities and services provided at our aerodromes are in full compliance with
ICAO, NCAR and to relevant Aviation standards; for comfort and safety of passengers and
operating aircraft.
 Governing Board
 Management
 Staff
 Concessionaires
5.0 SERVICE PROVISION OF OPERATIONS DEPARTMENT
S/N SERVICE STAFF WHO IS THE CUSTOMER DELIVERY MONITORING
DIVISION/ CUSTOMER OBLIGATION STANDARDS ACTIVITY(S)
RESPONSIBLE
1 Ensuring -DAO, GMs, All Airport NIL 24/7 -Routine daily
compliance with DGMs. -Duty users inspection
SARPs officers. -Log books
50
RESPONSIBLE
-All staff. -On the spot
supervision.
-Meetings.
2 Ensuring APS,AM, APC, -Airlines
Airside safety ADOs, -Ground Total/strict
Marshallers. Handling compliance to -Routine daily
companies. SARPs. 24/7 inspection
-In-flight -Logbook
Catering -On the spot
companies. assessment.
-Aircraft
fuelling
Companies.
Maintenance/
cleaning
contractors
-Airside
drivers.
3 Ensuring flight -ADOs, AM, -ATC -Routine
safety APC, APS, (NAMA) Total/strict inspection
Marshallers. -Airlines compliance 24/7 -Logbook
-NCAA -Supervision
-NIMET -Training.
-All Stake
holders
4 Flight -AM, TM, -Stake holders -On the spot
Information ADOs. -Airlines supervision
dissemination -Information -Airport users NIL 24/7 -Routine
(Notices, officers inspection
NOTAM -Meeting
SIGNAGE, And -Logbook
FIDS) -
Announcemen
ts.
Interact with DAO, GMs, ICAO, ACI, Regulation Monthly/ -Seminars
5. Aviation Head quarters IATA. Directives. Quarterly. -Meetings
International staff. -Training
Organisations. -Conferences
6. Meetings with DAO, GMs, Full -Routine
Airport Host AMs, HODs Host Compliance to Quarterly /As Inspection
Communities Operations. Communities safety rules. the need -On the spot
arises. assessment.
-Meetings.
7. Identify training DAO, GM Staff NIL Annually/ As -Reports
needs the need
arises.
8. Review of -Meetings
51
RESPONSIBLE
Aerodrome DAO,GM,HQ Stake Holders Total Bi-annually. -Seminars
Emergency Committee Compliance to -Reports
Procedure instructions -Workshops
(AEP).
9. Co-ordinating Total -On the spot
Aerodrome AM, HOD All Airport Compliance to Quarterly or assessment/su
Emergency Operations, Users. instructions as the need pervision.
Procedure ADOs, Duty Stakeholders. arises -Routine
(AEP). Officers. Inspection
-Joint
inspection
-Meetings
-Reports
10. Environment -DAO, GM, -GM: -Routine
assessment to AM/TM Environment Total 24/7 Inspection
ensure safety -ADOs, HOD -All Airport Compliance to -Log book
Operations. users instructions -On the spot
-Duty Officers. - assessment
Neighbouring -Supervision
communities. -Meetings
11. Inspection of -DAO, GM, HQ
AVSEC Staff -AVSEC Total 24/7 -On the spot
equipment. -AM, ADO,HOD -Engineering Compliance to assessment
Operations Recommendati -Routine
-All Duty Staff ons Inspection
-Log book
12. Inspection Fire -On the spot
fighting -DAO, ARFFS Total 24/7 assessment.
Equipment. GM,AM,TM Compliance to -Routine
-ADOs, HOD Recommendati Inspection.
Operations ons -Supervision
-Duty officers. -Logbook
-Training
13. Inspection of -Routine
adequacies of -AM,HOD DES Total 24/7 Inspection
facilities Operations Compliance to -On the spot
(power, water) -TM, ADOs Recommendati assessment
for safe -Duty Officers ons -Supervision
operations. -Logbook
-Reports
14. Aircraft/Passeng -APC, Airport -International
er/ Cargo /Mail statistics unit. Organisations NIL 24/7 Statistics
data collection -HQ Statistics . Register.
and collation Unit. -Aviation
and stakeholders.
dissemination -Planning
Department.
52
RESPONSIBLE
-All
stakeholders.
15. Passenger All Duty All Airport NIL 24/7 -On the spot
Facilitation Officers. Users. assessment.
-Supervision.
-Routine
Inspection.
-Logbook
-Meetings.
-Training
-Seminars
-Conferences
-Calls
-Emails
53
5.1 SERVICE PROVISION OF Airport Rescue & Fire Fighting Services (ARFFS)
DEPARTMENT
S/N SERVICE STAFF WHO IS CUSTOMERS DELIVERY MONITORING

DIVISION/ THE OBLIGATIONS STANDARD/ ACTIVITY (S)
RESPONSIBLE CUSTOMER PERFORMANCE
TARGET
1 Ensure Head of fire at -Airlines Total compliance 24/7 Reports and on
response the Airport and -Airport users of the rules and the spot
capability in fire personnel on -General regulations as inspection by
all Airports duty Public contained in GM ARFFS
to meet ICAO SARPs when the need
ICAO arises
standard in
terms of fire
fighting and
rescue
operations.
2 Deploy and GM ARFFS and -Airlines Total compliance When the need Reports and on
coordinate his Crew, head -Airport users of the rules and arises the spot
tactical of fire at the -General regulations as inspection by
response Airport and fire Public contained in GM, DGM
during personnel on ICAO SARPs (Operational
Aircraft duty capability)
emergencies ARFFS and other
Crew Members.
3 Carry out fire Head of fire at -Airlines Total compliance 24/7 Reports, Monitor
prevention the Airport and -Airport users of the rules and and inspection
duties and fire personnel on -General regulations as quarterly
fire risk duty. Monitor Public contained in
management and inspected by ICAO SARPs
in the Hq officer
airports and assigned by the
environs, GM
Staff quarters
inclusive.
4 Plan and GM ARFFS and -Airlines Total compliance As the need arises Reports and on
Conduct full his Crew, head -Airport users of the rules and the spot
scale and of fire at the -General regulations as inspection by
partial Airport and fire Public contained in DGM
emergency personnel on ICAO SARPs ARFFS(Operatio
exercise to duty nal capability)
test the and Crew
adequacy of
the plan
5 Develop and GM ARFFS & -Airlines Total compliance On a yearly basis Reports and on
periodically his Crew, head -Airport users of the rules and the spot
review of of fire at the -General regulations as inspection by
standard Airport and fire Public contained in DGM ARFFS
operating personnel ICAO SARPs (Compliance)
procedure in and Crew
terms of fire
fighting and
54
emergency
response
6 Conduct fire AGM, -Airlines Total compliance 24/7 Reports and on
operational Equipment & -Airport users of the rules and the spot
duties aimed Accessories -General regulations as inspection by
at prevention Head of fire at Public contained in DGM
and the Airport and ICAO SARPs ARFFS(Operatio
protection of fire personnel on nal capability),
Aerodrome duty AGM,
structures Equipment &
facilities and Accessories and
equipment. Crew
7 Ensure GM, ARFFS, Mechanical Total compliance As the need arises Testing and
maintenance AGM, Department to instructions Reports, Fire
of fire Equipment & Engineers, AGM,
vehicle Accessories, Equipment and
(crash Head of fire at GM,ARFFS
tender) and the Airport and
firefighting fire personnel
equipment
8 Training of Head of fire at -Communities Quarterly or On a Reports and
airport the Airport and around the yearly basis inspection by
community fire personnel, airport, GM, ARFFS and
to intimate Service Liaison -Occupants at Service Liaison
them on their Officers Staff quarters Crew
responsibility -Airport users
during -General
emergencies Public
55
5.2 SERVICE PROVISION OF ENVIRONMENTAL SERVICES DEPARTMENT
S/N SERVICE STAFF WHO IS THE CUSTOMER DELIVERY MONITORI

DIVISION/UNIT(S) CUSTOMER OBLIGATION(S) STANDARD NG
RESPOSIBILE ACTIVITY(S
)
1. Environmental  Facilities  Passengers 24 Hours/  Inspection
maintenance maintenance.  Government  Strict adherence by Daily  On the spot
 Environmental agencies concessionaires, supervision
safety.  Concessionai contractors,  Feedback
 Planning standard res government report/com
and Regulation.  Airport users agencies, airline plaint from
 Airline operators, Passengers,
operators passengers, airport Concession
 Staff. users and staff to aires,
 Cleaning environmental airline
Contractors policy. operators,
. Airport
Users and
staff.
2. Installation of  Facilities  Passengers Airport Users, Two days Inspection/re
necessary maintenance.  Government Passengers, after port on
Environmental  Environmental agencies Concessionaires and production installation.
Signage. safety.  Concessionai Staff are to comply
 Planning standard res with signage’s
and Regulation.  Airport users message.
 Airline
operators
 Staff.
3. Review of  Facilities NIL NIL Monthly  Report
monthly maintenance. review
reports from  Environmental  Inspection
various safety.  Analysis of
airports.  Planning standard cleaning
and Regulation. contractors
 Bird/Wildlife Performance
Hazard and index
Control. (B/WHC)
4. Cleaning  Facilities Contractors NIL Monthly Inspection to

Contractors maintenance. ensure KPI
Performance  Environmental (keep
Assessment safety. performance
 Planning standard indicator) are
and Regulation. followed
 B/WHC
5. De-silt of  Facilities  Passengers NIL.  On the
blocked maintenance.  Government Daily/Mon spot
drainages.  Environmental agencies thly /yearly supervision
safety.  Concessionai during the
 Planning standard res activity.
and Regulation.  Airport users  Staff
56
)
 Airline inspection
operators
 Staff.
6 Bird/Wildlife B/WHC  Passengers Strict adherence to
Hazard and  Government environmental
Control. agencies policy by 24 Hours/  Regulator
(B/WHC)  Concessionai concessionaires, Daily y
res airline operators, inspection/re
 Airport users passengers, airport port.
 Airline users against  Liaising
operators attraction of with NCAA
 Staff. bird/wildlife to the for issues on
aircraft. Bird strike
7. Monitoring of  Planning,  Passengers Feedback
Environmental Standards and  Government NIL 24 Hours/ Report and
compliances. regulations. agencies Daily Regulatory
 All staff inspection.
 Concessionai
res
 Airport users
 Airline
operators
 Staff.
8. Waste  Facilities  Passengers Strict adherence by 24 Hours/ On the spot

Management maintenance.  Government Passengers, Daily supervision/r
 Environmental agencies government agencies, eport
safety. airline operators,
 Planning standard  Concessionai concessionaires,
and Regulation. res airport users and staff
on the usage of waste
 Airport users bin around the
airports.
 Airline
operators
 Staff.
9. Pest control  Facilities  Passengers NIL Monthly Supervision

and maintenance.  Government of activities
Fumigation.  Environmental agencies and
safety. inspection
 Planning standard  Concessionai
and Regulation. res
 Airport users
 Airline
57
)
operators
 Staff.
10. Periodic  Facilities  Passengers NIL Twice a Analysis

sensitization maintenance.  Government month from report
for airport  Environmental agencies
concessionaire safety.  Concessionai
s.  Planning standard
res
and Regulation.
 B/WHC  Airport users
 Airline
operators
 staff
i. Carry out annual evaluation of staff performance for reward of excellence.

ii. Undertake quarterly audit checks to ensure that set targets are met.
iii. The complaints/ grievance shall be addressed within a maximum of seventy two (72 hrs).
iv. Complaints /Redress procedure shall be published and made available at all service points.
v. Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details
i. Obey the rules and regulations guiding activities in the Department
iv. Display courtesy in dealing with the staff of Airport Operations Department
All staff of Airport Operations department must be accessible, courteous, responsive, reliable and
We meet quarterly or as the need arises with International organisations such as ICAO, ACI,
IATA etc and Local Aviation stakeholders, such as NCAA, NAMA, AIB, NIMET, NCAT,
CUSTOMS,IMMIGRATION, etc to ensure efficient service delivery
58
Glossary
DAO - Director of Airport Operations
DES - Director of Engineering Services
AM - Airport Manager
TM - Terminal Manager
ADOs - Airport Duty Officers
APC - Apron Services
AEP - Aerodrome Emergency Procedure
SARPS - Standard And Recommended Practices
NIMET - Nigerian Meteorological Agency
ICAO - International Civil Aviation Authority
NAMA - Nigerian Airspace Management Agency
IATA - International Air Transport Association
NOTAM - Notice to Airmen
FIDS - Flight information Display System
AVSEC - Aviation Security
ARFFS - Airport Rescue and Fire Fighting Services.
59
DIRECTORATE OF COMMERCIAL AND BUSINESS DEVELOPMENT
LOCAL CHARTER
1.0 INTRODUCTION
The Directorate combines the basic ideals of income generation, collection, target achievement
and investment management interest of FAAN. It generates and collects income for the day-to-
day running of the Authority’s administration and the operation of the 22 airports under its
management. It comprises of 4 departments:
i. Commercial Inspectorate
ii. Advertising
iii. Retail
iv. Business Development
2.0 VISION
Work in consonance with the Authority’s vision to be amongst the best airport groups in the
world
3.0 MISSION
To ensure optimization of revenue generation and collection through the blockage of revenue
leakages and possible fraudulent activities.
4.0 DETAIL OF CUSTOMERS
 Governing Board
 Management
 Staff
 Media Houses
 Concessionaires
 Banks
60
5.0 COMMERCIAL INSPECTORATE
5.1 Introduction
The Commercial Inspectorate Department is charged with the responsibility of revenue
projection, revenue generation, revenue performance monitoring and driving compliance with
policies and procedures in all the Airports under FAAN’s management.
5.0. SERVICE PROVISION OF COMMERCIAL DEPARTMENT
S/N SERVICE STAFF THE CUSTOMERS DELIVERABLE MONITORING

/DIVISION CUSTOMER(S) OBLIGATION STANDARD/ ACTIVITY
PERFORMANCE
RESPONSIBILI
TY
i Implementation All Directorate of Airline -Aircraft One-off -DCBD and
of Commercial Commercial and Operators Registration Daily Departmental
operational Policy Business Monthly, GMs in the
and Procedures. Development Concessionaires -Compliance to Quarterly and Directorate
Staff ( DCBD) all operational Annually as monitor
policies and applicable compliance by all
procedures Commercial staff
in Headquarters
-Payment of Daily and outstation via
all operational the Airports
bills as Commercial -
contained in the HODs and HOUs.
Conditions of
Use Handbook
& Investment
Policy
Handbook/FAA
N Website
-Adoption of
current Tariff
structure of the
Aviation
industry etc.
Ii Developing  Commercial -Retail -Prompt Quarterly and - Timely
strategies that will  Credit Control Merchants payment of Annually as issuance of
facilitate prompt  Finance -Concessionaires their bills as applicable. invoices to
payment of bills -Billing unit contained in the concessionaires
and debts. -Credit control terms of on due dates for
Unit agreements payment
once invoices
are issued. - Demand notice
issuance to
debtors by Credit
control for
payment
-Reconciliation
of revenue
generated and
collected
between
Commercial and
Finance.
Iii Analysis of  Airports Airline -Collection of -Monthly -Timely monthly
airports revenue Commercial Operators issued invoices submission of
reports HODs. from revenue
(generated/collect Commercial generated from
61
PERFORMANCE
RESPONSIBILI
TY
ed) Department the Airports to
 GM,HQ -Usage of Commercial
Commercial First Bank of ARAP Headquarters for
Nigeria (FBN) equipment and onward
/Avitech infrastructures consolidation.
deployed for
revenue
generated.
Iv Verification of  Commercial Nigeria Air Co-ordination -Monthly -Daily
revenue data  Audit space of AD 16 from verification of
(aeronautical and Management NAMA. revenue data by
non-aeronautical Agency Airports
and routine (NAMA) Commercial
process map and Department
substantive audit
checks on airport -Weekly Audit
revenue sources. check
v. Special  Commercial FBN/Avitech Automation of Within the -Unscheduled

Commercial audit  Audit all FAAN’s duration of the audit visit.
investigation on Department revenue Agreement
all revenue  AVSEC streams.
streams. Facility Use of POS 24 Hours /Daily
Managers Terminals to
capture sales
made in
shops/spaces
Concessionaires allocated to the
clients
Payment of
clients monthly
concession fees
to the
Authority.
Vi Verification of  Commercial -NAMA Co-ordination Weekly Monitoring &

AD 16 and ADR  Finance of ADR 16 Collation of
16 and other  Audit -FAAN Data Collation Aeronautical
revenue summary Commercial for billing Weekly data
documentation -Airline Airlines. Audit check
with invoice and Operators
payments.
Vii Coordination of  Commercial -Airline Pay their bills Daily

AD 16 from  Operations Operators as contained in Weekly verification of
NAMA and ADR  Audit -Passengers the terms of AD 16 and ADR
16 from agreements on figures by
Commercial Data landing/parking Commercial
unit to ensure / Data unit at the
correctness of Avio bridge and Airports and
billing for PSC to FAAN Headquarters for
landing/parking/ appropriate
Aviobridge and billing for
PSC. payment by the
airlines.
62
PERFORMANCE
RESPONSIBILI
TY
viii Monitoring of  Commercial Remita Remittance of -Automation of
compliance with  Finance all revenue Daily all FAAN’s
revenue  Audit generated by revenue
remittance  ICT FAAN to the generation lines
procedure FGN TSA
-On the spot
account
inspection of
process adopted
for payment
mode at revenue
generation
points.
Analysis of
invoice & all
concession fees
paid via remita
through account
numbers advised
by the Authority
Xiv Ensuring the  Airports Commercial Raising Monthly  Liaise with
update of Commercial Billing and invoices to quarterly Finance and
Commercial HOD Tariff Unit concessionaires, yearly Audit
clients’ ledgers  Commercial Retailers etc for as the need Records of
and other Headquarters payment. arises. updates
Commercial  Credit Control
transaction
records.
Xv Monitoring of  DCBD Budget, HQ Budget Monthly  Daily
revenue target  GM, presentation reconciliation
monitoring & Commercial and monitoring of revenue
recommendation  Airports generated from
for remedial Commercial these sources
action for adverse HODs and  Accurate
variances. HOUs billing for
 Budget, HQ payment as at
when due
Advance
payment for
passenger
Service Charge
by Airlines to
avoid debt issues
Xvi Monitoring and  GM,  GM, Budget  Reconciliation
analysis of Commercial Commercial presentation Yearly of invoices
airports revenue H/Q H/Q and monitoring. against
budget to ensure  Airport HOD  Airport payment
performance. Commercial HOD receipts
Commercial Monitoring
concession fees
payment cycle
for timely
issuance of
invoices to
concessionaires
for payment.
xvii Attendance of  Commercial Airline Make payment Daily  Comparing
debt  Credit Control Operators for all Aviation collated
reconciliation and  Finance services revenue data
other revenue  Budget provided by from the two
monitoring  Audit FAAN e.g. Departments to
63
PERFORMANCE
RESPONSIBILI
TY
meetings Landing and ensure
including budget Concessionaires parking Tariff. Monthly uniformity
committee Payments for  Reconciliation
meeting. outstanding of any
concession fee disparity in
debt due to revenue data.
FAAN.
Adoption of a
final agreed data
and sign off for
the period under
review by both
Departments.
Xvi Provision of  Commercial Airline Make payment Within Confirmed by
ii inputs on credit  Legal Operators for all Aviation Management endorsement
approval  Finance services Purview Evidence of
issues/procedure  Management provided by endorsement
FAAN to
Airline e.g.
Landing and
parking Tariff.
Xix Random  Finance All To make Daily,weekly,mo Inspection by

monitoring of  Audit Concessionaires, payments for nthly, yearly and Commercial
clients’ accounts/  Commercial Facility invoices issued as the need Inspectorate.
ledgers. Managers, to them as at arises.
Airline when due.
Operators etc.
Xv Revenue  Commercial Lounge Payment of Monthly  Evidence of
verification of the  Engineering Operators concession fee Daily
following sources  Credit Control Aviation Fuel Fuel surcharge Monthly reconciliation
–VIP Lounge,  Ground Marketers Payment for all of revenue
Rent, Electricity transport Airline aero nautical Monthly generated from
Recoveries,  Operations Operators incurred these
Shuttle Services,  Audit charges.  Monitor
Tarmac Pass and Accurate
pre-auditing of billing for
Passenger Service payment as at
Charge(PSC)Lan when due
ding and Parking Advance
and Avio bridge payment for
preparation of passenger
weekly report to Service Charge
ensure accurate by Airlines to
billing. avoid debt issues
xvi. Issuing invoices  Commercial clients and Timely Monthly  Reconciliation
to clients and  Accounts Concessionaires payment for Quarterly of invoices
Concessionaires issued invoices. Yearly against
and periodic payment
validation of receipts
receipts. Monitoring
concession fees
payment cycle
for timely
issuance of
invoices to
concessionaires
for payment.
64
PERFORMANCE
RESPONSIBILI
TY
xvii Reconciliation of  Commercial Accounts Dept Reconciliation Monthly  Comparing
revenue figures  Accounts Audit Dept of all revenue collated
with Accounts  Audit generated and revenue data
department. collected from the two
figures between Departments to
Commercial, ensure
Accounts and uniformity
Audit.  Reconciliation
of any
disparity in
revenue data .
Adoption of a
final agreed data
and sign off for
the period under
review by both
Departments.
xvii Periodic  Accounts Accounts Validation of Quarterly or as Confirmed by
i validation of  Audit Audit receipts of the need arises. endorsement
receipts. payment made Evidence of
to FAAN. endorsement
Xix Weekly/monthly  Audit Audit adhoc report of Weekly Records of Real
ad hoc report of  Commercial internal control. monthly time updates by
internal control. Inspectorate Commercial
Invoicing and
Billing
Departments
across the
Airports and
Headquarters.
Xx Liaising with  Commercial Airline Payment of Monthly  Examination
credit control  Credit Control Operators outstanding of records
department for  AVSEC Stakeholders debts. (added) of
collection of  Accounts/Fina Facility Issuance of
outstanding debt nce Managers credit notes to
Concessionaires debtors.
Hanger  Enforcement
Operators of credit policy
Towing Van requirement
operators
Car Park
Operators etc.
Xxi Conducting audit  Audit Audit Conducting Monthly  Unscheduled
checks on billing  Accounts audit checks Audit checks
and revenue  Credit Control at revenue
collection aimed points
at minimizing Process Audit
leakages .
65
PERFORMANCE
RESPONSIBILI
TY
xxii Advertising to  Advertising  Advertising Deployment of Yearly  Following the
boost Airport Department Department modern and process flow
non-aeronautical  Commercial appropriate for advertising
source of income Tariff and Advertising concession
for the Authority billing equipment in  Period
whilst also adding  ICT FAAN to boost Inspection of
value to and  Engineering Airport non- Airports and
complementing  AVSEC aeronautical its environs to
the on-going source of dismantle
remodelling and income for the illegal advert
transformation Authority on display
agenda of the  Monitoring
Federal Ministry advert
of Aviation deployments to
through the ensure
deployment of compliance to
modern and the Authority’s
appropriate needs
Advertising Classification of
equipment. below the
line/above the
line adverts for
ease of
monitoring.
Xxi Reposition and  Advertising Advertising Advertise their Monthly  Monitoring
ii re-create a Department Agencies. products and and inspection
stronger brand  Corporate APCON services within by DCBD to
personality for Communicatio Stakeholders FAAN’s enhance Brand
FAAN in terms of n Concessionaires environs. personality for
Airport General Public FAAN in
Advertising . terms of
Airport
Advertising
xxi Carry out  Advertising Advertising Deploy Monthly Inspection of all

v advertisement as Department Agencies. Advertisements advertisement at
it relates to the APCON on goods and the airport to
Authority in Concessionaires services across comply with
consonance with General Pubic our Airports Advertising
the Advertising Practitioners
Practitioners Council of
Council of Nigeria, APCON
Nigeria, APCON rules and
rules and regulations.
regulations.
xxv Control and Advertising Weekly Weekly  DCBD
monitor Airport Advertising Agencies. inspection of monitoring
Advertising Department APCON Advertising committee
Activities for the Concessionaires facilities to inspection
Authority with General Pubic forestall exercise
strict adherence to trespassers.  Management
international best Inspection
practices exercise.
Xx Offer design Advertising Corporate Nil State delivery Future Plan
vi services through Department Communication standards Records of
an in-house advertising
graphic activities in the
designer/studio airport
manager who will
create, design and
66
PERFORMANCE
RESPONSIBILI
TY
develop concepts
and branding
styles for the
Authority.
STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

We carry out monthly, quarterly and annual performance monitoring against standards to ensure efficient service
delivery
i. Obey the rules and regulations guiding activities in the Directorate
iv. Display courtesy in dealing with the staff of Airport Operations Department.
v. In seeking redress for service failure adopt the prescribed complaints procedure.
vi. Complaints should be directed to the Director of Commercial and Business Development, Head of
Department Commercial, Airport/Regional Manager, SERVICOM complaints desk
All staff of Commercial and Business Development Directorate must be accessible, courteous,
responsive, reliable and competent in all dealings with customers.
ii. Any aggrieved customer has the right to be heard
v. Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details.

We meet quarterly with our stakeholders, Airline operators, NACHOL, SACHOL, Air cargo Clearing
Agents, Customs etc to ensure efficient service delivery
67
CARGO DEPARTMENT
1.0 INTRODUCTION
This Department was essentially created to develop, strategise and implement processes to provide
infrastructure and facilities that will enhance cargo operations in the airports and thereby facilitate trade.
2.0 VISION
To be amongst the best cargo airport groups in the world.

To contribute to airport sustainability through revenue generation and excellent cargo facilitation in
addition to driving rural transformation through agro perishable cargo export.
DETAILS OF CUSTOMERS
Management
Concessionaires
Handling Companies (NAHCO, SAHCOL, ETC)
Airline Operators
Passengers/Airport Users
5.0. Service Provision of Cargo Development Department, Directorate of Commercial And Business
Development
S/N Service Responsibility Who Is The Customer Delivery Monitoring

Customer Obligation(s) Standard / Activity (s)
Performance
Target ( % )
1 Advise the Authority Departmental FAAN Request must be 5 working Movement /
on cargo policies and Head Management initiated days Dispatch
programmes in line Booklet
with international best
practices
2 Monitoring and Departmental i. ConcessionairesObey the rules 24 Hours/ On the spot
inspection of cargo Head ii. Clearing & and regulations. Daily assessment
operations Forwarding Provide Monthly
Agents adequate and analysis of
iii. Ground correct performanc
Handling information e report
Companies with genuine
supporting
document(s)
Display
courtesy in
dealing with the
FAAN staff.
Do not engage
in any illegal
procedure
3 Monitoring Departmental FAAN Provide 24 Hours/ On the spot
compliance Head Management adequate and Daily assessment
Clearing & correct Monthly
Forwarding Agents information analysis of
iii. Ground performanc
Handling e report
Companies
68
S/N Service Responsibility Who Is The Customer Delivery Monitoring
Customer Obligation(s) Standard / Activity (s)
Performance
Target ( % )
iv. Concessionaires
4 Revenue generation Departmental Clearing & Pay the 24 Hours/ Monthly

and collection Head Forwarding appropriate Daily analysis of
Agents charge / fee i.e. revenue
HOU at ii. Airlines Port Charge N report
terminals Operators 7/Kg
Air Cargo Fee N
5/Kg Courier
N 20/Kg
Trans shipment
N5/Kg ITZ
Punitive Charge
N2,000/Parcel
Cargo Vehicle
Surcharge (Rate
Based On
Tonnage)
Display
courtesy in
dealing with the
FAAN staff
5 Assess airports cargo Departmental i. Airlines Provide 24 Hours/ Monthly
potentials Head Operators conducive Daily analysis
ii. Ground working report
HOU at Handlers environment
terminals
6 Implement strategies Departmental FAAN Request must be 5 working Movement /
to provide Head Management initiated days Dispatch
infrastructure for Booklet
enhancement (e.g.
Trade Facilitation,
Warehousing, Cargo
Operations, etc.)
7 Initiate the review of Departmental FAAN Request must be Yearly Movement /
policies and Head Management initiated Dispatch
programmes on cargo Booklet
matters
8 Maintain / propose Departmental FAAN Request must be Every Two Movement /
review of tariff Head Management initiated Years Dispatch
Booklet
9 Develop and upgrade Departmental FAAN Request must be Yearly Survey
cargo operations Head Management initiated (Staff &
manual Customer)
10 Advocating and Departmental General Public Request must be Quarterly Survey
sensitization on agro Staff initiated Feedback
perishable produce
export
69
6.0 STATEMENT OF PERFORMANCE MONITORING
 Carry out monthly evaluation of staff performance for reward of excellence.
 Undertake quarterly audit checks to ensure that set targets are met.
 Ensure quarterly and yearly audit reports are analysed
All staff of Cargo Development department must be accessible, courteous, responsive, reliable and

8.0 DETAILS OF COMPLAINTS/CUSTOMER GRIEVANCE REDRESS MECHANISM

 Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details.
Our Stakeholders:
i. Government Agencies
ii. Ground Handlers
iii. Freight forwarding agents
iv. Customers (Importer & Exporters)

We meet with our stakeholder bi annually and when the needs arises
70
DIRECTORATE OF HUMAN RESOURCES
HUMAN RESOURCES DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
Human Resources Department is a life wire department of the organisation saddle with
responsibility of recruitment and placement of staff, their career development and
progression, creating enabling environment for workers to perform their duties and
managing exit and post exit related issues.
2.0 VISION
To be the best Human Resources Department in Transportation Industry.

To provide and develop effective and efficient Capital, that is technologically driven for
the benefits of the employer, employees and stakeholders in line with global best
practices.

 Federal Ministry of Transportation
 Governing Board
 Management
 Staff
 Unions
 Pensioners
 General Public
5.0 SERVICE PROVISION OF HUMAN RESOURCES DEPARTMENT
S/N SERVICE STAFF/DIVISION CUSTOMER CUSTOMER DELIVERY MONITORING

ACTIVITY(S)
RESPONSIBLE OBLIGATION STANDARD
RECORDS & REGISTRY
Documentation of Schedule New recruits Submission of all Within 78 Records of
new recruits officers/Records & relevant hours Supervision/SE
Registry Section documents RVICOM
survey
Attend to Personal HOS & Schedule All staff/other Submission of Within 24 Records of
file request issues officers Sections request hours Supervision/SE
RVICOM
survey
Staff personal file HOS & GL 10 + officers All staff & Provide relevant Within 24 Records of
update Sections information hours Supervision &
Personal file
audit
DATA MANAGEMENT
Staff personal All schedule officers All staff Provide relevant Immediately Records of
record update information Supervision/SE
RVICOM
survey
Salary All schedule officers Finance & Audit Pay salary as at Immediately Records of
management when due Supervision/SE
71
ACTIVITY(S)
RVICOM
survey
Nominal roll Schedule officer & HOS Staff/other Make Monthly System audit &
management & Sections/Ministr observations if Monitoring
update y/House of necessary
Assembly
PERFORMANCE MGT.
Determine accurate DGM (PM), CHRO, Departments, Recruit necessary Annually Based on
establishment & PHRO & SHRO Airports/Manag manpower Authority’s
Manning level ement staff
establishment
Shortlist eligible PM Section, DGM (PM) All staff & Submit APER Utilisation of
staff and conduct & GM (HR) Departments forms, Write approved
promotion exercise promotion promotion
examination & criteria
attend promotion
interview
PENSION
Facilitate the Schedule officers New recruits & New recruits 78 hours Records of
registration of new PFAs Register with a Supervision/SE
recruits with PFA and submit RVICOM
approved Pension details. survey
Fund
Administrators
(PFAs)
Ensure effective Schedule officers & Retiring staff & Notify Mgt on One month Records of
and seamless exit HOS Pensioners retirement date, before Supervision/SE
of retiring staff provide all eventual RVICOM
necessary retirement survey
information &
clearance
INDUSTRIAL RELATIONS (IR)
Facilitation of Industrial Relations Management & Attend joint 24 hours of Records of
Trade Section Trade Unions meeting receiving Supervision/SE
Union/Management request RVICOM
meetings survey
Resolve inter- All schedule officers All staff Make formal 24 hours Records of
employee conflicts report and Supervision/SE
provide all RVICOM
relevant survey
information
Resolve and ratify All schedule officers Department & Speedy & formal 48 hours Records of
disciplinary issues Airports reports of Supervision/SE
disciplinary issues RVICOM
survey
Call for and Industrial Relations DC Members & Attend DC 72 hours Records of
organise Section & GM (HR) Management sittings & ratify Supervision/SE
Disciplinary or review RVICOM
Committee (DC) recommendations survey
seating
Respond to intra Industrial Relations Ministries & 24 – 72 Records of
and inter Section Agencies hours Supervision/SE
Ministerial requests RVICOM
on staff issues survey
RECRUITMENT, TRANSFERS & POSTING (RTP)
Staff transfers & Schedule Officers, HOS All Staff, New Staff reports to 7 working Records of
Deployment & GM (HR) recruits, new posts. days Supervision &
Stations & Acceptance of Monitoring
Departments staff by Stations
72
ACTIVITY(S)
& Departments
Offer/Renewal of HOS & GM (HR) All contract Submission of 14 working Records of
Contract staff application & days Supervision/SE
appointments relevant RVICOM
documents in survey
accordance with
PSR & COS
Posting of staff for HOS & GM (HR) AVSEC & Submit names of 7 working Monitoring
Hajj & Christian AFFRS participants. days compliance
Pilgrimage departments Participants
proceed on
posting

 Carrying out annual evaluation of staff performance through observations and
appraisal forms to ensure efficient service delivery.
 Undertake annual audit checks to reduce redundancy and ghost staff.

i. Every staff and customer of Human Resources Department shall be treated
with courtesy.
ii Any aggrieved staff and customers have the right to be heard.
iii Complaint(s) shall be addressed appropriately if relevant documents are submitted
by the aggrieved persons.
iv Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details
8.1 CUSTOMER OBLIGATIONS
i. Adhere to procedures guiding the provision of services.
ii. Provide adequate correct information and genuine prescribed supporting
document(s) when applying for the service.
iii. Display courtesy in dealing with Human Resources officers.
iv. In seeking redress for service failure adopt the prescribed complaint procedure,
i.e., channel your grievance in writing to the Director of Human Resources.
8.2 STAFF OBLIGATIONS
All Human Resources officer shall be accessible, courteous, responsive, reliable and
8.3 MANAGEMENT’S OBLIGATION
 Provide a conducive work environment
 Monitor staff activities to ensure conformity with set standards.
8.4 STATEMENT OF EXISTING LIMITATIONS
Service shall not be provided if discovered that a customer has fake/ forged documents.
Due process must be followed in seeking for our service.
We meet annually with all our stakeholders to ensure efficient service delivery for excellence
73
WELFARE AND MANAGEMENT SERVICES DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
The Department is responsible for general staff welfare in the organisation aimed at
boosting employees’ morale and enhanced productivity in addition to other assigned
Management Services duties.
2.0 VISION
To have an incomparable First Class Welfare package and incentives for staff of the
organization in recognition and appreciation of their satisfactory performance.
3.0 MISSION
To key into the FAAN vision and mission by periodic review of staff welfare package and
incentives aimed at having well motivated, highly productive and technically driven
workforce capable of moving the Authority forward within a limited time space in line with
international best practices.
4.0 DETAIL OF CUSTOMERS

 Federal Ministry of Transportation
 FAAN Governing Board
 Management
 Staff
 Unions
5.0 SERVICE PROVISION OF WELFARE & MANAGEMENT SERVICES DEPARTMENT

N RESPONSIBLE CUSTOMER OBLIGATION(S) STANDARD/ ACTIVITY
PERFORMANC
E TARGET
1 Processing of Schedule Staff Request Monthly/as Evaluation of
Applications for officers from staff received resumption
annual leave/other from forms/slips
category of Leave concerned
staff.
2 Processing of Schedule Staff Notification Immediately Follow - up in

Applications for officers by on receipt of Audit and
burial Assistance concerned personal Finance
74
PERFORMANC
E TARGET
and Insurance Staff files. /Accounts
benefits Departments
Insurance/bu
rial Register
-
3 Raising of salaries Schedule Staff Submission Monthly -Follow -up in
and allowances officers of relevant Audit and
variations and document Finance
input to Departments
NAVISION(Compu -Registration
ter software)
4 Computation of Schedule Private Submission Monthly Physical

cost implication for officers Airports of list of /Annually compliance
staff deployed to deployed monitoring
State /Private staff
Airports
5 Processing of Schedule Staff Nil On receipt of Submission

Applications for officers files from
of list of
posting allowance Human
Resources (5 affected
days)
officers by
Human
Resources
Department
6 Annual Best Staff Schedule Staff Attendance Annually Commendati

Award officers on Letter.
7 Compilation of list Schedule Staff Nil As and when -Follow-up

officers with relevant
of eligible staff for due(Once in
departments.
-Eligible staff
75
PERFORMANC
E TARGET
Furniture Grant Three years) schedule
6.0 STATEMENT OF PERFORMANCE MONITORING

 Monitor and ensure that each staff of the department performs his or her duties in
accordance with laid down procedures and meets assigned timeline on weekly and
monthly basis.
 Monitor implementation of audited variations for salaries and allowances, insurance

benefits, leave grant, burial assistance and compensation on weekly and monthly
basis.
 Monitor compliance by staff deployed to Hajj operated airports during Hajj

operations exercise annually.
 Annual official visits to State/Private airports to monitor staff deployed thereto,

ascertain their welfare conditions and adherence to extant rules and regulations.
7.0 DETAILS OF COMPLAINTS /GRIEVANCE
 Courteous treatment of staff and other customers by officers of the Department.
 It is the right of any aggrieved staff and customers of the department to be heard and “served right”
subject to submission of relevant document(s) (as the case may be) for the purpose of appropriate
handling of his or her complaints(s).
 All complaint(s) shall be directed to the Director, Human Resources.
 Please refer to FAAN Integrated Service Charter pages - 8 and 9 for further details
CUSTOMERS OBLIGATIONS
 Strict adherence to standard procedure.
 Provision of correct information and genuine supporting documents for
seamless handling of his/her request.
 Courteous behaviour to staff of the Department
 Grievance (s) shall be in writing and addressed to Director, Human
Resources.
9.0 STAFF OBLIGATIONS
The primary obligation of staff of the department is to ensure that the robust staff welfare and
incentives package result in ‘’PEACE’’ to the staff, organisation and customers: That is;
76
P - Productivity
E - Enhancement
A - And
C - Commitment
E - Ensured
In addition, staff of the Department adopts open door policy and exhibit courteous behaviour in
dealing with customers.
10.0 EXISTING LIMITATION

 Customers with fake/forged documents shall not be attended to.
 Customers to strictly adhere to due process.
 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING
o We monitor performance monthly and report same to ensure efficient service delivery
 STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION/DELIVERY

 We meet monthly with Departments of Audit and Finance
77
TRAINING/HUMAN RESOURCES DEVELOPMENT
LOCAL CHARTER
1.0 INTRODUCTION
The Training Department of the Authority comprises of two (2) broad sections:
 Training
 Human Resources Development
1.1 Training Section
The Training section is responsible for the co-ordination of the over-all training activities of
the organisation, in-house, external or overseas workshop, seminars and conferences. It
therefore follows that all training needs requirements MUST pass through the training
department for its input. This is to ensure proper assessment and alignment with the
approved training budget/vote.
1.2 Human Resource Development
The Human Resource Development section deals with staff Manpower Development.
2.0 VISION
To be amongst the best Airport groups in the world
To ensure that the Authority is equipped with dedicated and trained staff to build, manage
and maintain the nation’s airports.
 Governing Board
 Management
 Staff
 Concessionaires
5.0 SERVICE PROVISION OF TRAINING/HUMAN RESOURCES DEVELPOMENT
RESPONSIBLE CUSTOMER OBLIGATION(S) STANDARD ACTIVITY(S)
01 Training i. General Manager i. Staff of the Attendance January- i. Carry out

(Training & Authority December annual
Manpower ii. Stakeholders assessment
Development) using the
78
RESPONSIBLE CUSTOMER OBLIGATION(S) STANDARD ACTIVITY(S)
ii. Training Unit APER form.

iii. All Directorates ii. Staff
iv. Stakeholders survey
02 Training needs i. GM(Trg. & Staff of the Readiness to Learn January - i. Identifying
Analysis(TNA HRD) Authority Nil December training gaps
) ii. Training Unit
iii. All Directorates
03 Nomination/A i GM(Trg. &HRD) Staff of the Readiness to Learn January - i. Undertake
ppraisal of ii. Training Unit Authority Nil December annual audit
courses. iii. All Directorates checks to
ensure that set
targets are
met.
ii. Staff
survey
04 Implementing i GM(Trg &HRD) i. Staff of the Readiness to Learn January - i. Carry out
training ii. Training Unit Authority Attendance instead December constant
programmes iii. All Directorates ii. Stakeholders evaluation of
staff for
optimal
performance
05 Evaluating i GM(Trg &HRD) i. Staff of the Readiness to Learn January - i. Staff survey
training ii. Training Unit Authority Fill evaluation December
programmes iii. All Directorates ii. Stakeholders forms
06 Preparation of i GM(Trg &HRD) Staff of the Nil i. Quarterly Monitoring of

quarterly ii. Training Unit Authority Submission of
training report report to
Management
by Register
log
07 Preparation of i GM(Trg &HRD) Staff of the Nil i. Annually Monitoring of
Annual budget. ii. Training Unit Authority Submission of
iii. All Directorates report to
Management
by Register
log
79
S/N SERVICE STAFF/DIVISION WHO IS THE CUSTOMER DELIVERY MONITORI
RESPONSIBLE CUSTOMER OBLIGATION( STANDARD NG
ACTIVITY(S
S) )
1. Staff GM (TRG & HRD) STAFF Submission of 72 Hrs Number of
Development: All staff in the Unit. Application Letter, Approval
Processing of Admission Letter, granted to
Study Approval Transcript and staff.
(Full/Part Time) Certificates Notification
Acknowledgemen of
t of Academic Completion
transcripts, of Studies by
Certificates and staff.
Statement of Transcripts
Results forwarded
from the
Institutions.
Unit Reports.
Supervision
of
incoming/out
going
registers.
Interface with
Statutory
Bodies on
Study Related
Matters.
Telephone
Calls, emails,
Follow-ups
2. Processing of GM (TRG & HRD) STAFF Submission of Duly 48 HRS Register log
Education Grant All staff in the Unit completed APER of application
for acquisition of Forms received from
Masters Degree, staff.
First Degrees, Ensuring that
HND, OND & the course of
NCE study has
Management’
s approval
and
Transcript
received.
Liaison with
Audit &
Finance Dept
to ensure
prompt
payment.
3. Processing of GM (TRG & HRD) STAFF Signing of Bond 24 HRS Liaison with
Bond/Agreement HRD Unit Legal Dept to
for staff on Full- ensure Bond
Time Study Agreement is
executed by
staff.
4. Counselling of GM (TRG & HRD) STAFF Physical presence of Immediately Unit Head/
Staff on Study HRD Unit staff Assigned
Related Matters Supervisors.
5. Brief GM (TRG & HRD) STAFF Nil Within 6 HRS Unit Head/
Writing/Minutes HRD Unit Assigned
on Study Related Supervisors.
Matters
6. Resumption from GM (TRG & HRD) STAFF Submission of Immediately Liaison with
Study HRD Unit Result, Transcript HR
Leave/Reinstatem and Certificate Department
80
ent of salary to ensure
reinstatement
of salary.
Certificates
and
Transcripts
7. Requisition/Retrie GM (TRG & HRD) STAFF Submission of 24 HRS Unit Head.
val of staff HRD Unit Application or Assigned
personal files Request Supervisor.
from HR Scheduled
Officers.
8. Processing of staff GM (TRG & HRD) STAFF Submission of Duly 48 HRS Suggestions
Annual HRD Unit Completed APER for seminars,
Performance Form workshops,
Evaluation Report lectures,
Int/National
Programmes
&
Redeploymen
t of staff
based on
Analysis
received from
APER Forms.
9. Manpower Audit GM (TRG & HRD) STAFF Physical Presence of Annually Report to
in all Airports and HRD Unit Staff and Documents Management
Headquarters. on the
outcome of
the
Manpower
Audit
10 Awareness GM (TRG & HRD) STAFF Physical Presence of Biannually Lectures,
programme for HRD Unit Staff and Distribution
staff on Extant Documents of Manuals,
Study Policy & Feedback/
other Related Suggestions
matters.
11 Acceptance/Proce GM (TRG & HRD) NYSC/IT/SIWES Submission of Within 24 HRS Vetting of

ssing of all HRD Unit Members Application Letter, Relevant
matters on IT Letter from Documents.
Corpers, School, Guarantor’s Monthly
Industrial Letter and ID Card Inspection.
Attaches & Monthly
SIWES into Clearance
FAAN. from
Departments.
12 Orientation GM (TRG & HRD) NYSC/IT/SIWES Physical Presence of Annually Counseling,
programs for all HRD Unit Members NYSC, IT & Lectures and
NYSC, IT & SIWES Members Follow-up on
SIWES members suggestions
in FAAN made &
Complaint
raised.
13 Inspection/counse GM (TRG & HRD) NYSC/IT/SIWES Physical Presence of Monthly Counseling
ling of all NYSC, HRD Unit Members NYSC, IT &
IT & SIWES SIWES Members
Members into
FAAN

i. Carry out Monthly, quarterly evaluation of staff performance for reward of excellence.
ii. Undertake Monthly, quarterly audit checks to ensure that set targets are met.
81
iii. FAAN structure and day-to-day development are published monthly, quarterly and annually in
Airport News and other Journals of the Authority.
7.0 DETAILS OF COMPLAINTS/ GRIEVANCE REDRESS MECHANISM

i. Every customer of FAAN shall be treated with courtesy
ii. Any aggrieved customer has the right to be heard
Please refer to FAAN Integrated Service Charter pages 8 and 9 for further details
8.0 OBLIGATIONS/ EXPECTATIONS
i. Obey the rules and regulations guiding the activities in the Airports
ii. Do not engage the services of illegal personnel (fraudsters).
iii. Provide adequate, correct information and genuine prescribed supporting document(s)
when applying for the services of FAAN.
iv. Display courtesy in dealing with service providers.
v. In seeking redress for service failure adopt the prescribed complaints procedures
8.2 FAAN Staff
All FAAN staff must be accessible, courteous, responsive, reliable and competent in all
dealing with customers
8.3 FAAN Management
Recognize and reward quality service delivery efforts and results
FAAN stakeholders made up of her Internal and External customers meet monthly to
evaluate, analyse, draw up modalities and submit recommendations to management on
service improvement for the realization of her mission as well as protects stakeholders
interest.
82
DIRECTORATE OF ADMINISTRATION
LOCAL CHARTER
ADMINISTRATION DEPARTMENT
1.0 INTRODUCTION
The Administration Department is responsible for providing administrative support to
Management, the Directorates and Departments, and to ensure effective and efficient running of
the Authority. That is, it assists in drafting administrative policies/procedures for the
organization. It carries such other duties and responsibilities consistent with general
administration.
2.0 VISION
To maintain sustainable administrative system and ensure the realization of the Authority’s
vision.

To provide an efficient and effective administrative support system, uphold regulations and
conduct, ensure compliance to policies and corporate standards consistent with organizations
mission statement.
4.0 SERVICE PROVISION OF ADMINISTRATION DEPARTMENT

ACTIVITY(S)
N RESPONSIBLE CUSTOMER? OBLIGATION(S) STANDARD
1. Issuing of Internal Admin Staff Federal Ministry Obey the rules and 24 Hours Incoming/
government/FAAN Procurement of Aviation regulations guiding outgoing
circulars to all procures the Governing the provisions of our register
Directorates materials Board services. (As Supervision
Management contained in FAAN
FAAN Staff Condition of
Service)
2. Provide Admin Obey the rules and 24 Hours Staff survey
administrative SERVICOM FAAN Staff regulations guiding Customer
support to AVSEC the provisions of our survey
Management by Security Agents services. On the spot
ensuring All Staff assessment
effective/efficient Supervision
running of the
Authority
3. Assist in drafting Internal Admin Governing Provide adequate, 24 Hours Supervision
administrative Board correct information
policy and Management and genuine
procedure for the FAAN Staff prescribe supporting
Authority document(s).
4. Support Admin Federal Ministry Provide adequate, 24 Hours Supervision
development/delive All staff of Aviation correct information Staff survey
ry of the Governing and genuine On the spot
Organization’s Board prescribe supporting assessment
vision, mission and Management document(s).
master plan to FAAN Staff
create sustainable
advantage
5. Support Admin FAAN Staff Customers’ 24 Hours Customers’
development of SERVICOM NAMA feedback through feed back
customer focus All staff NCAA Suggestions, survey, through
approach. Stakeholders AIB complaints etc questionnaire
Airport Users s and
83
ACTIVITY(S)
suggestion
boxes, face
to face.
6. Setting corporate Admin FAAN Staff Obey the rules and 24 Hours Supervision
standard which SERVICOM regulations guiding Staff survey
support delivery of All staff the provision of our Customer
business excellence Stakeholders services. survey
7. Submit report of Internal Admin FAAN Staff Obey the rules and Quarterly Analysis of
sections to regulations guiding section report
Management the provision of our
services.
8. Ensure prompt and Internal Admin FAAN Obey the rules and Within 6 hours Mail registry
effective delivery Mail Unit regulations guiding records
of mails/official the provision of our (incoming
correspondences services. and
with courier outgoing)
services
9. Allocation and Admin FAAN Staff Obey the rules and 24 Hours Supervision
coordination of Property Unit regulations guiding On the spot
office the provision of our assessment
accommodation services.
10. Allocation/coordina Admin FAAN Staff Display courtesy in Annually Supervision
tion of Staff Property Unit NAMA dealing with staff of On the spot
Quarters NCAA Admin Department. assessment
11. Management of Admin FAAN Staff 24 Hours Supervision

Staff Club/Canteen Recreational Unit NAMA Customers’ On the sport
NCAA feedback through assessment
General Public Suggestions, survey,
complaints etc
12. Receive, register Admin FAAN Obey the rules and Annually, Supervision
and distribute new Transport Unit. regulations guiding depends on Register
vehicle to the provision of our availability book
designated officers. services.
13. Manage Authority’s Admin Federal Aviation Obey the rules and 24 Hours Supervision
pool of vehicles and Transport Unit. Ministry regulations guiding On the sport
Drivers/Allocating FAAN the provision of our assessment.
them for services.
utility/domestic
purpose to
staff/officers as
approved by
Management.
14. Distribution of Internal Admin FAAN Staff Materials must be Quarterly Requisition
cleaning materials used for purposes. booklet
for cleaning offices Supervision
and toilets
15. Make Admin FAAN Obey the rules and Annually/as the Supervision
request/proposal to Transport Unit. regulations guiding needs arises
Management for the provisions of our
drivers logistic, services.
recruitment and
redeployment.
16. To ensure that Admin FAAN Aviation Obey the rules and 24 Hours Supervision
vehicles in their Transport Unit. Ministry regulations guiding On the spot
pool are always in FAAN the provisions of our assessment
84
ACTIVITY(S)
good condition by services.
ensuring servicing
of vehicles as at
when due.
17. To carry out routine Admin FAAN Obey the rules and 24 Hours On the spot
safety checks with Transport Unit. regulations guiding assessment
Safety officers of the provisions of our
the Authority on all services.
vehicles in the pool
periodically.
18. Maintenance of Admin FAAN Obey the rules and 24 Hours Supervision
management, Transport Unit. regulations guiding
protocol, the provisions of our
operational and services.
utility vehicles.
19. Process the Admin FAAN Obey the rules and When need be Supervision
procurement of Transport Unit. regulations guiding Register
official plate the provisions of our
numbers and services.
security numbers
for the management
from FRSC.

Undertake Monthly and quarterly inventory, to ensure maintenance and replacement where and
when necessary.
6.0 DETAILS OF COMPLIANT/GRIEVANCE REDRESS MECHANISM
 All complaints shall be in writing and directed to the Director of Administration and the
General Manager Administration.
 Complaints are handled by Directorate’s SERVICOM Representative :Please refer to FAAN
Integrated Service Charter pages 8 and 9 for further details
6.2 STAFF OBLIGATION
Staff of Administration Department must be accessible, courteous, reliable and competent in
all dealings with customers.
6.3 MANAGEMENT OBLIGATION


Service will be provided in line with available equipment and materials.
Directorate’s Stakeholders
i. Aviation Medical Department
ii. Store Department
iii. Transport Unit
iv. Procurement Department

We meet monthly, quarterly and as the need arises to ensure effective service delivery
85
AVIATION MEDICAL CLINIC DEPARTMENT
1.0 INTRODUCTION
The Aviation Medical Clinic is responsible for the provision of comprehensive Primary Health
Care Service to staff of FAAN, NAMA, NCAA, their families and dependants. An emergency
medical response service is also provided for airport users.
2.0 VISION
To be among the best drivers of quality medical service in the world.
To provide airport users with comprehensive medical services.
4.0 SERVICE PROVISION OF AVIATION MEDICAL DEPARTMENT

RESPONSIBLE CUSTOMER? OBLIGATION(S) STANDARD ACTIVITY(S)
1. Provision of GM Medical FAAN Staff All customers must 24 Hours Supervision
drugs and other Pharmacist NAMA adhere to the rules Register
medical AIB and regulations of incoming/
consumables in Dependents the clinic. (As outgoing
the clinic. Airport Users contained in FAAN
Condition of
Service)
2. Attend to the GM Aviation FAAN Staff All customers must Daily Assessment of
health/ medical Medical and other NAMA adhere to the rules Doctors/Nurses
needs of all Doctors/Nurses AIB and regulations of duty roster
staff. Dependents the clinic. Records of
patients attended
to through their
cards.
Staff survey
Customer
survey.
3. Promotion of GM Aviation FAAN Staff All customers must Quarterly Awareness/
health Medical and his NAMA adhere to the rules Sensitization
enlightenment team. AIB and regulations of campaign.
talks, seminars, Dependents the clinic.
bulletins and
health checks
for staff.
4. Provide all Aviation medical FAAN Staff All customers must 24 Hours Supervision
staff with NAMA adhere to the rules On the spot
comprehensive AIB and regulations of assessment.
medical Dependents the clinic.
services NCAA (only
internally and on emergency)
externally.
5. Comprehensive GM Aviation FAAN Staff All customers must 24 Hours Bi annual routine
medical Medical and his NAMA adhere to the rules medical check to
assessment and team. AIB and regulations of keep staff in
treatment of Dependents the clinic. good health.
common
disease
condition.
6. Advice and Aviation Medical FAAN Staff All customers must 24 Hours Annual routine
management of NAMA adhere to the rules medical check of
occupational AIB and regulations of all staff to assess
health hazard. Dependents the clinic. medical fitness.
Airport Users
7. Provision of Aviation Medical FAAN Staff All customers must 24 Hours Annual routine
86
medical cover NAMA adhere to the rules medical check of
for all airport AIB and regulations of all staff to assess
users Departments the clinic. medical fitness.
particularly in Airport Users
emergency
situation.
8. Up-to-date Aviation Medical FAAN Staff All customers must 24 Hours Supervision
preparedness NAMA adhere to the rules Routine exercise.
for disaster AIB and regulations of
management Dependents the clinic.
e.g. aircraft or Airport Users
communicable
and
9. Pre- Aviation Medical FAAN Staff All customers must 24 Hours Medical check
employment NAMA adhere to the rules for all newly
Health AIB and regulations of recruited staff to
assessment for Departments the clinic. assess medical
all newly Airport Users fitness.
recruited staff
of FAAN,
NAMA and
AIB.
6.0 DETAILS OF COMPLIANT/GRIEVIANCE REDRESS MECHANISM

i. Written complaints directed to the General Manager (Medical) are treated with dispatch by the
standing committee which comprises the heads of all units.
 Please refer to FAAN Integrated Service Charter pages 8 and 9 for further details
6.0 OBLIGATION/EXPECTATIONS:
All medical problems brought to the clinic shall be addressed in the most professional manner
so as to alleviate symptom and sign in the shortest possible time.
In the event where this is not possible, referral to a more advance tertiary institution may be
considered.


 Bi annual routine medical check to keep staff in good health condition.
 Bi annual routine medical check of all staff to assess medical fitness.
 Collaboration with other stakeholders to continually assess our preparedness to meet
emergency situation e.g. fire, aircraft crash drills.

87
STORE DEPARTMENT
1.0 INTRODUCTION
The stores department monitors and controls the items and materials used by the different
departments in the organization. That is, it issues and regulates the usage of items by other
departments after the purchase of such items by the procurement department.
2.0 VISION STATEMENT
To maintain an effective inventory management system in FAAN.
3.0 MISSION
To ensure effective utilization of consumables and non consumable items by all Directorates
and Departments in FAAN for effective service delivery as well as higher productivity.
4.0 SERVICE PROVISION OF STORE DEPARTMENT

S/ SERVICE STAFF/DIVISIO WHO IS THE CUSTOMER DELIVERY MONITORIN
N N RESPONSIBLE CUSTOMER OBLIGATION(S STANDAR G
? ) D ACTIVITY(S)
Managing Warehouse Unit FAAN Obey the rules and Quarterly On the spot
PMS/AGO and Contractors regulations guiding assessment
replenishment of the provisions of Valuation
generators our services in
Stores. (As
contained in FAAN
Condition of
Service)
Timely Material executives FAAN Ensure delivery Quarterly Supervision
requisition and Procurement Contractors within due date Avoid empty
replenishment of stock
stocks/re-order Avoid
emergency
Prompt Supplies Monitoring FAAN Maintain and 24 Hours Supervision

processing of Unit Contractors improves buyers
Local Purchase Material Executives and suppliers
Order (LPO) and GM (Store) relationship.
job order.
Keep records of Supplies Monitoring FAAN Obey the rules and Quarterly Quarterly
procurement/stoc Unit Contractors regulations guiding analysis of
k inventory taking Material executives the provisions of procurement
by Stores Unit our services in register record
Stores. and stock
inventory
Monthly /Annual FAAN Obey the rules and Quarterly Periodic audit to
Stock taking Material executives Auditors both regulations guiding ensure check and
processes within Internal & the provisions of balances.
headquarters and External our services in
outstations. Stores.
Advise Sample Store FAAN Obey the rules and 24 Hours On the spot
Procurement User regulations guiding assessment
Department on department the provisions of
standard of goods our services in
to be purchased Stores.
and specification.
Monitoring of Supplies Monitoring FAAN Obey the rules and 24 Hours On the spot
receipts and Unit Contractors regulations guiding assessment
issuance of Inventory control User the provisions of
88
S/ SERVICE STAFF/DIVISIO WHO IS THE CUSTOMER DELIVERY MONITORIN
N N RESPONSIBLE CUSTOMER OBLIGATION(S STANDAR G
? ) D ACTIVITY(S)
materials. unit department our services in
Stores.
Initiating restock Material Executives FAAN Obey the rules and 24 Hours On the spot
requisitions. User regulations guiding assessment
department the provisions of
Contractors our services in
Stores.
Advising Material Executives FAAN Obey the rules and 24 Hours Periodic audit to
Management on regulations guiding ensure check and
optimum stock the provisions of balances.
investment. our services in
Stores.
Implementation Inventory control FAAN Obey the rules and 24 Hours On the spot
of coding and unit regulations guiding assessment
unified stock Ware House the provisions of Supervision
items. our services in Uniformity
Stores. Easy work flow
Computerization Warehouse unit FAAN Obey the rules and 24 Hours On the spot
of stock inventory Inventory control Auditors both regulations guiding assessment
records with the Material executives. Internal & the provisions of Efficiency
support of ICT External our services in Accuracy
Department. Stores. Reliability
Liaise with GM Store FAAN Obey the rules and 24 Hours Records of stock
appropriate regulations guiding Sanity of Store
department to aid the provisions of Value for money
in disposing the our services in
various obsolete Stores
materials.
Safe keep and Warehouse unit FAAN Obey the rules and 24 Hours Supervision
Management of Material executive regulations guiding Avoid wastages
Materials. the provisions of
our services in
Stores
Update Bin card Material executives FAAN Obey the rules and 24 Hours Records of cards
records Inventory control regulations guiding Accountability
Unit the provisions of Transparency
our services in
Stores
 Every customer of stores department shall be treated with courtesy.
 Any aggrieved customer has the right to be heard.
 The compliant(s) grievance shall be addressed within 21 work days if appropriate supportive
documents are provided.
 All complaints shall be directed to the Director of Administration and Head of Department, Stores.

All stores department officers must be accessible, courteous, responsive, reliable competent in all
dealing with customers
6.2 MANAGEMENT’S OBLIGATIONS
89
 Provide conducive environment and adequate/quality working materials and equipments.
 All customers are required to follow due process in order to access our services.
 Lack of funds.
 Inadequate staff training.
 Inadequate environment.
 Inadequate working equipments.
Undertake Monthly and quarterly inventory, to ensure maintenance and replacement where and
when necessary.

90
FREEDOM OF INFORMATION UNIT (FOI)
1.0 INTRODUCTION
The Freedom of Information Act 2011 makes it statutory and mandatory for the Authority to set
up FOI Unit in the agency.
The FOI Unit is responsible for handling all requests from the general public to the Authority and
respond to them in accordance with the FOI Act.
Ensure that the Authority’s FOI Annual Report is forwarded to the Honourable Attorney-General
of the Federation and Minister of Justice on or before 1st Feb, every year.
2.0 VISION
To protect public records/information and personal privacy in the Authority.
To provide an efficient and effective administrative support system, that will handle all request from
the general public to the Authority and respond to them in accordance with the FOI Act.
4.0 SERVICE PROVISION OF FREEDOM OF INFORMATION (FOI)

1. The FOI handles Admin Federal Obey the rules and 24 Hours Submission of
all request from Freedom of Ministry of regulations guiding FOIA annual
general public to Information Unit Aviation the provisions of report to the
the Authority and (FOI) Governing FOI Act. Honourable
respond to them in Board Attorney General
accordance with Management of Federation
FOI Act. FAAN and Minister of
General Public Justice
2. FOI Annual Admin Federal Provide adequate, Quarterly Supervision
Reports to the Freedom of Ministry of correct information Register
Honourable Information Unit Aviation and genuine
Attorney General (FOI) Governing document(s) when
of the Board requiring the
Federation/Minister Management services of the FOI.
of Justice. FAAN
General Public
3. Organize Admin Federal Obey the rules and Quarterly Awareness/
Awareness & Freedom of Ministry of regulations guiding Sensitization
Enlightenment Information Unit Aviation the provisions of campaign.
meetings for (FOI) Governing FOI Act.
officials on right to Board
information and on Management
effective FAAN
implementation of General Public
this Act.
4. Protect public Admin Federal Obey the rules and 24 Hours Supervision
records and Freedom of Ministry of regulations guiding
information to the Information Unit Aviation the provisions of
extent consistent (FOI) Governing FOI Act.
with the public Board
interest and the Management
protection of FAAN
personal privacy, General Public
91
 FOI Unit must be accessible, courteous, reliable and competent in all

 Recognize and reward quality service delivery efforts and results.


Submission of FOIA Annual Report to the Honourable Attorney General of the Federation and
Minister of Justice on or before the 1st day of February, annually.

We meet monthly, quarterly, annually and as the need arises to ensure effective service delivery
92
ANTI CORRUPTION AND TRANSPARENCY UNIT (ACTU) IS DOMICILE IN ADMINISTRATION
DEPARTMENT
1.0 INTRODUCTION
In 2001, the ICPC established Anti-Corruption Units in MDAs to tackle corruption in civil service
through preventive approaches and the institutionalization of culture of Transparency and
Accountability in the conduct of Government business.
ACTUs derive their powers from the provisions of Section 6(a)-(t) of the Corrupt Practices and
other Related Offences Act, 2000, which empowers them to serve as compliance and ethics
officers, with the sole aim of educating and enlightening their respective MDAs on the need for
adherence to rules, regulations and upholding of ethical practices in the work place.
2.0 VISION
To be amongst the best Anti-Corruption and Transparency Unit (ACTU) in curbing corrupt
practices in our nation’s Airports.

To provide checklist of preventive measures and practices (Corruption Risk Assessment) in our
Airports.
4.0 SERVICE PROVISION OF ANTI-CORRUPTION AND TRANSPARENCY UNIT (ACTU)

ACTUs carry ACTU Members Federal Ministry Obey the rules and 24 Hours
out of Aviation regulations guiding Reports of
investigations Governing Board the provisions of investigation
into cases of Management ACTU Act.
misconduct. FAAN Staff
Concessionaires
Airport Users
General Public
FAAN
Stakeholders
Ensure that ACTU Members Federal Ministry Obey the rules and 24 Hours On the spot
corruption is of Aviation regulations guiding assessment and
reduced in our Governing Board the provisions of supervision.
Airports. Management ACTU Act.
FAAN Staff
Concessionaires
Airport Users
General Public
FAAN
Stakeholders
ACTUs ACTU Members Federal Ministry Provide adequate, 24 Hours On the spot
perform all of Aviation correct information assessment and.
the duties Governing Board and genuine
detained in Management document(s) when
section 6(a) – FAAN Staff requiring the
(f) of the Concessionaires services of the
corrupt Airport Users ACTU.
practices and General Public
other Related FAAN
Offences Act, Stakeholders
2000.
93
Enlist and ACTU Members Federal Provide adequate, 24 Hours Awareness/
foster public Ministry of correct Sensitization
support in Aviation information and campaign.
fighting Governing genuine
corruption as Board document(s)
charged in Management when requiring
Section 6 of FAAN Staff the services of the
the ICPC Concessionaires ACTU.
law. Airport Users
General Public
FAAN
Stakeholders
Anti- ACTU Members Federal Obey the rules 24 Hours Awareness/

Corruption Ministry of and regulations Sensitization
and Aviation guiding the campaign.
Transparency Governing provisions of Supervision
Units Board ACTU Act. Minutes of
(ACTUs) is Management meeting.
represented FAAN Staff
in Junior Concessionaires
Staff Airport Users
Committee General Public
(JSC), Senior FAAN
Staff Stakeholders
Committee
(SSC),
Procurement
Committee
(PC) and
Technical
Board’s
Evaluation
Committee
(TBEC) as
observers.
Highlights the ACTU Members Federal Provide adequate, 24 Hours Awareness/
common Ministry of correct Sensitization
corruption Aviation information and campaign.
problems/risk Governing genuine Research,
encountered Board document(s) analysis and
by our
Management when requiring reports on the
organization.
FAAN Staff the services of the above
Concessionaires ACTU.
Airport Users
General Public
FAAN
Stakeholders
Conduct in ACTU Members Federal Obey the rules Every two Awareness/
house training Ministry of and regulations months Sensitization
for the staff Aviation guiding the campaign.
94
through Governing provisions of
workshops Board ACTU Act.
and seminars Management
in compliance FAAN Staff
with the ICPC Concessionaires
Standing
Airport Users
Order for the
Operation of General Public
the Anti- FAAN
Corruption Stakeholders
and
Transparency
Unit (ACTU).

 Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details
6.1 CUSTOMER OBLIGATIONS

 Obey the rules and regulations guiding the provisions of the ACTU Act.
 Provide adequate, correct information and genuine document(s) when requiring the services
of the ACTU Unit.
 Display courtesy in dealing with staff of ACTU Unit.
 In seeking redress for service failure adopt the prescribed complaints procedure.

 ACTUs Unit must be accessible, courteous, reliable and competent in all

 Recognize and reward quality service delivery efforts and results.

Submission of ACTU Annual Report to the Chairman of the ICPC.

We meet monthly, quarterly, annually and as the need arises to ensure effective service
delivery
95
DIRECTORATE OF AVIATION SECURITY
LOCAL CHARTER
1.0 INTRODUCTION
The Aviation Security Directorate is responsible for safeguarding Civil Aviation against acts of
unlawful interference coupled with being the police organ of the Authority. This aim is achieved
through the combination of measures and the marshalling of various human and material
resources at airport levels.
2.0 VISION
To ensure that safety and security is provided at all times in our airports.
To be among the best airport security outfits at world class level.
 Governing Board
 Management
 Staff
 Unions
 Media Houses
 Concessionaires
5.0 SERVICE PROVISION OF AVIATION SECURITY SERVICES (AVSEC)

SERVICE
S STAFF/ WHO IS THE CUSTOMER DELIVERY MONITORING
/ DIVISION CUSTOMER OBLIGATION STANDARD/ ACTIVITY (S)
N RESPONS PERFORMAN
IBLE CE TARGET
(%)
1. Control
i and  AVSEC  Passenger  Ticket 24 hours  Inspection
manning of  Staff  Boarding pass  Surveillance
access  Airlines  Identity Card  Supervision
points to  Concessionair (ID)/On Duty  Test
restricted e Card(ODC)  Survey
areas.  Airport users  Submission  Audit
for search.
2. Patrolling
i of  AVSEC  ID/ODC 24 hours  Inspection of
thei airside  Passengers Irregular patrol on station
96
SERVICE
N RESPONS PERFORMAN
IBLE CE TARGET
(%)
 Staffs daily basis. diaries/incidence
 Airlines diaries
 Concessionair  Log book
e  Surveillance
 Airport users  Survey
 Audit
3. Reporting
i  AVSEC  Passenger  Statements or 24 hours and  General
security
i Staff reports continuous inspection by
incident
i and Airlines AVSEC
occurrences. Concessionair Intelligent Unit
e  Log book
 Airport users
4. Maintaining
i  AVSEC /  Passengers  Statement 24 hours  Minutes of
cooperation
v Airport  Police  Attendance Continuous meetings
and liaison Manager  Other security of meetings  Situation report
with civil agencies and feedback.
police unit
on airport
crimes.
5. Screening
v  AVSEC  Passengers  Ticket 24 hours Regular  Profiling /
service for  Staff  Boarding pass screening of monitoring
departing  Airlines  ID/ODC passengers and  Surveillance
passengers  Concessionair  Submission for airport users  Supervision, log
and e search book and incident
baggage.  Airport users report
 Inspection, test,
survey, Audit
6. Providing
v  AVSEC  Staff  Filling of 24 hours Issuance  Screening/
identity
i card  Airport users forms and of personal background check
/ Duty Card approvals from identification card  Reports.
services. DSS and other and duty card.  Test
relevant  Inspection
agencies  Audit
 survey
7. Screening
v of  AVSEC  Passengers  Filling of  Weekday -8 am  Supervisors /Head
cargo.
i  Cargo Agents acceptance to 4 pm (8 hours of Unit (HOU),
i  Airline form ) log book and
Staff  Presentation of  Saturday- 8 am incident report
Concessionair cargo by to 1 pm
e owners and (5hours)
 Airport users registered
agents.
8. Advising
v  AVSEC  Passenger Following 24 hours Meetings / reports /
97
SERVICE
N RESPONS PERFORMAN
IBLE CE TARGET
(%)
andi assisting  Staff evacuation or When the need inspections
in ibuilding  Airlines emergency arises Mock exercise test
search
i  Concessionair procedures
e
 Airport users
9. Receiving
i  AVSEC  Passenger Taxing of 24 hours  Monitoring /
and
x  Staff aircrafts Frequent and on surveillance
escorting of  Airlines regular basis  Evaluation of
aircraft.  Concessionair depending on constant
e operating airlines performance
 Airport users  Supervision and
Log book
 Patrol, Audit,
Inspection.
10. Provision
x of  AVSEC  Passenger NIL 24 hours  Test / Auditing
routine  Staff Throughout  Reports and log-
surveillance.  Airlines Operational book.
 Concessionair period.  Surveillance and
e monitoring
 Airport users
11. Airport
x  AVSEC  Application 24 hours  Physical
control
i and Officers  Passenger and approval monitoring and
management  Staff for vehicular Survey
of vehicular  Airlines pass.  Supervision and
traffic.  Concessionair  Submission for Log book
e screening.  Inspection
 Airport users  Provision of  Test
necessary
requirement for
airside access.
12. Investigatio
x  AVSEC  Passenger Statement or 24hrs  On the spot
n of
i criminal  Staff report investigation
incidents.
i  Airlines  Crime report and
i  Concessionair supervision.
e
 Airport users

Carry out evaluation of staff performance for reward of excellence on daily, monthly, quarterly
and annually.
7.0 DETAILS OF COMPLAINTS/ GRIEVANCE REDRESS MECHANISM
98
iv. All complaints shall be directed to the following officers; Managing Director; Airport
Manager, Nodal Office (where applicable) in event of services failure. Please refer to FAAN
Integrated Service Charter pages 8 and 9 for further details
8.0 OBLIGATIONS/ EXPECTATIONS
i. Obey the rules and regulations guiding the activities in the Airports.
ii. Do not engage the services of illegal personnel (touts).
applying for the services of FAAN.
iv. Display courtesy in dealing with service providers.
8.2 FAAN Staff
All FAAN staff must be accessible, courteous, responsive, reliable and competent in all dealing
with customers
8.3 FAAN Management
Recognize and reward quality service delivery efforts and results
FAAN stakeholders made up her internal and external customers meet monthly to evaluate,
analyse, draw up modalities and submit recommendations to management on service
improvement for the realization of her mission as well as protects stakeholders interest.
99
DIRECTORATE OF ENGINEERING SERVICES
LOCAL CHARTER
INTRODUCTION
The Directorate comprises of the following departments; Mechanical/Transport, Civil/Building, Land,
Water & Survey and Safety, Electrical and Estate.
MECHANICAL/TRANSPORT DEPARTMENT
1.0 INTRODUCTION
The department is responsible for routine maintenance of all Mechanical equipment at airports.
2.0 VISION
To ensure the realization of the Authority’s vision.
To keep mechanical equipment/facilities effectively functional in order to promote smooth and
efficient operations at all airports.

 Governing Board
 Management
 Staff
 Concessionaires
 Banks
100
5.0 SERVICE PROVISION OF MECHANICAL DEPARTMENT
S/ SERVICE STAFF/ WHO IS CUSTOMERS' DELIVERY MONITO

N DIVISION THE OBLIGATION(S STANDARD RING
RESPONSIB CUSTOMER ) ACTIVIT
LE Y(S)
Procurement &
Installation of
mechanical equipment
1 and facilities viz.
• Fire Crash Tenders -Routine/
• Passengers Strict schedule
Boarding Bridges -Airliners compliance to supervisio
• Passengers and Mechanical -Passengers/ the contractual n -Staff
Baggage Facilitation Department travelers obligations and Annually/Wh survey
Equipment (Baggage Concessionair the prevailing en the need -
Conveyors, Elevators, es standards: arises Customer
Escalators, -other airport International survey
Travolators, etc.) users Civil Aviation -On the
• Aircraft Recovery Organisation spot
Equipment (ICAO), assessme
• Generators Standards of nt
• Air conditioning & Airport
Refrigeration systems, Regulation &
• Light Vehicles Practices
(operational and utility (SARPs), etc
vehicles)
• Heavy Duty
Vehicles (Gully
emptier, Platform,
Forklifts, Water tanker,
Trucks, Tractors, etc.)
• Lawn Mowers &
Machine Tools at all
Airports and FAAN
Headquarters.
(Please note Light
vehicles and Tractors
are not being procured
by Mechanical
Department)
Operation and Mechanical Airliners Strict -Routine/
maintenance of Department -Passengers/ compliance to 24 schedule
mechanical equipment travelers the contractual Hours/When supervisio
2 and facilities (as listed Concessionair obligations and the need n -Staff
above). es the prevailing arises survey
-other airport standards: -
users International Customer
Civil Aviation survey
101
Organisation -On the
(ICAO), spot
Standards of assessme
Airport nt
Regulation &
Practices
(SARPs), etc
Vetting of Mechanical Mechanical Private Strict 5 Working Monitorin

projects with respect Department investors compliance to days? g of
3 to private (Local and the contractual records in
development at the International) obligations and register
Airports. the prevailing log
standards:
International
Civil Aviation
Organisation
(ICAO),
Standards of
Airport
Regulation &
Practices
(SARPs), etc
Preparation of Tender Mechanical Private Same as above 10 working -Factory
Document with Department investors days inspection
Technical (local and visits
4 Specifications of international) Informati
mechanical equipment on
and facilities sourcing
via
electronic
means
(contactin
g the
company)
Supervision of Mechanical -Airliners Strict 24 Routine/
Mechanical Department - compliance to Hours/When schedule
Engineering activities Passengers/tr the contractual the need supervisio
5 at the Airports and avellers obligations and arises n -Staff
FAAN headquarters Concessionair the prevailing survey
es standards: -
- Other International Customer
airport users Civil Aviation survey
Organisation -On the
(ICAO), spot
Standards of assessme
Airport nt
Regulation &
Practices
(SARPs), etc
102
Project cost Mechanical -Private Strict 10 working Routine/s
estimation, evaluation Department investors compliance to days chedule
and control, (local and the contractual Supervisio
supervision and international) obligations and n Staff
6 documentation the prevailing Survey
standards: Customer
International Survey
Civil Aviation On the
Organisation spot
(ICAO), assessme
Standards of nt
Airport Factory
Regulation & inspection
Practices visits
(SARPs), etc Informati
on
sourcing
via
electronic
means
(contactin
g the
company)
i. STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

ii. All the vehicles and equipment/facilities are inspected daily to ensure serviceability at all times.
iii. Carry out quarterly evaluation of staff performance to ensure that set standards are met.
i. Every customer of Mechanical/Transport Department shall be treated with courtesy.
ii. Every aggrieved customer has the right to be heard.
iii. The complaints/grievance shall be addressed as applicable.
 All complaints shall be directed to the following officers: Managing Director, Airport Managers,
Nodal Officer (MMA) and SERVICOM. Please refer to FAAN Integrated Service Charter pages 8
and 9 for further details
ii. Do not engage the services of illegal personnel (touts).
iv. Display courtesy in dealing with staff of Mechanical/Transport Department.
v. In seeking redress for service failure adopt the prescribed complaints’ procedures.
103
All Mechanical/Transport officers must be accessible, courteous, responsive, reliable, and
We meet annually/as need arises with Private investors to ensure efficient service delivery
104
CIVIL & BUILDING DEPARTMENT
LOCAL CHARTER
1.0 INTRODUCTION
Civil and Building Department is an arm of the Maintenance and Engineering Directorate of FAAN
responsible for the designing, constructing, maintaining and monitoring of Civil/Building
infrastructures at all airports.
2.0 VISION
To maintain sustainable infrastructures for the realization of Federal Airports Authority's vision.
To design, construct and maintain Civil/Building infrastructures at world class standards that will
guarantee safe operations.
4.0 SERVICE PROVISION OF CIVIL AND BUILDING DEPARTMENT
S/NO SERVICE RESPONSIBILITY WHO IS CUSTOMERS' DELIVERY MONITO

THE OBLIGATION(S) STANDARD/ RING
CUSTOMER PERFORMA ACTIVIT
NCE Y (S)
TARGET
(%)
1 Building ٠ Federal Ministry of Airliners and Complying strictly Long term ٠ Staff
capital and Transport (Aviation) airport service to the appropriate packaging, 6 Survey
medium term users use of the facility months, etc. ٠
projects Customer
Survey
٠ FAAN ٠ On the
Management spot
assessment
٠ All Civil/Building ٠
(C/B) Staff Supervisio
n
2 Designing ٠ Civil/Building Mid- Airliners and Complying strictly 6 weeks ٠Staff

Civil/Building management Staff airport service to the appropriate minimum Survey
projects (Civil Engineering users use of the facility ٠
(major/mediu Unit and Architecture Engineerin
m) Unit) g
Calculation
s and
Architectur
al
Draftings
٠ Civil/Building ٠
Supervisory staff Supervisio
(Civil Engineering n of
105
Unit and Architecture incoming/o
Unit) utgoing
register
3 Production of ٠ Civil/Building Mid- Airliners and Complying strictly 3 weeks ٠ Staff

Architectural management Staff airport service to the appropriate minimum 8 Survey
and Structural (Civil Engineering users use of the facility weeks ٠
drawings (i.e Unit and Architecture maximum Engineerin
plans, Unit) g
sections and Detailing/
elevations) Working
drawings
and
Architectur
al Working
drawings
٠ Civil/Building
Supervisory staff
(Civil Engineering
Unit and Architecture
Unit)
4 Packaging ٠ All Civil/Building Airliners and Complying strictly 4 weeks ٠ C/B Staff
contract Staff airport service to the appropriate minimum 8 Survey
documents for users use of the facility weeks ٠
award, maximum Supervisio
gathering of n of
tenders and incoming/o
analysis utgoing
register
5 Supervision ٠ All Civil/Building Airliners and Complying strictly All year round ٠ C/B Staff
of airports Staff (Civil airport service to the appropriate through the Survey
engineering Engineering Unit) users use of the facility entire life ٠ On the
activities span of the spot
project. assessment
٠
Seminars,
Workshops
& Lectures
6 Analysis of ٠ All Civil/Building Airliners and Complying strictly 1 month ٠ C/B Staff
airport Management Staff airport service to the appropriate Survey
requirements users use of the facility ٠
and responses Customer
to demand on Survey
facility ٠ All Civil/Building ٠ Vetting,
maintenance, Mid-management Phone calls
ordering of Staff and emails
materials and
equipment
106
7 Assets ٠ All Civil/Building Airliners and Complying strictly 3 months, ٠ C/B Staff
valuation, Staff (Estate airport service to the appropriate duration of the Survey
compensation Management/Valuati users use of the facility project ٠
, assessment on Unit) Customer
and land Survey
administration ٠ On the
spot
assessment
/report
٠
Supervisio
n of
incoming/o
utgoing
register
8 Engagement ٠ All Civil/Building Airliners and Complying strictly Continuous, ٠ C/B Staff
of Management Staff airport service to the appropriate life span of Survey
consultancy users use of the facility the project. ٠
services Customer
Survey
٠ Planning,
Analysis
and
Designing
of
Civil/Build
ing
Infrastruct
ure

i. Carry out monthly/quarterly evaluation on service performance to ensure compliance with service
standards.
ii. Undertake annual staff audit checks to ensure compliance.

iii. The complaints/grievance shall be addressed within a maximum of twenty one (21) working
days.
iv. Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details
107

Obey the rules and regulations guiding the activities in all the airports.

All Civil/Building officers must be accessible, courteous, responsive, reliable and competent in
their various assignments.
Recognize and reward quality service delivery efforts and results and also punish any erring staff.

We meet quarterly with all Aviation Industry Parastatals, Concessionaries and Contractors to
ensure efficient service delivery
108
ELECTRICAL DEPARTMENT
1.0 INTRODUCTION:
Electrical Department is responsible for the maintenance and sustenance of Airports electrical
facilities and equipment in order to meet International Civil Aviation Organisation (ICAO)
Standard And Recommended Practices Standard Aviation Regulations Practices (SARPs).
2.0 VISION
To ensure that our Airport is rated amongst the best Airport groups in the world.
3.0 MISSION STATEMENT:
To keep electrical facilities effectively functional to allow for smooth efficient operations of the
Airports.
4.0 SERVICE PROVISION OF ELECTRICAL DEPARTMENT
SERVICES STAFF/DIVISION DELIVERY
RESPONSIBILITY WHO IS THE CUSTOMER STANDARD MONITORING
S/N CUSTOMER OBILIGATION PERFORMANCE ACTIVITY
TARGET
Provision of Power -Electrical Staff at
supply and the Main Power
maintenance for House; headed by an
Airport Operations Head of Section
(HOS )Power Unit
and Head of Power
Generation for -use of log
MMIA (Lagos), book,
NAIA (Abuja), -Airliners, -supervision
PHIA (Port -Passengers and routine
Harcourt)& MAKIA Concessionaires 24 Hours/Daily inspection by
(Kano) Airports -staff of FAAN Nil 85% Target electrical staff
Provision of Electrical Staff in
illumination and charge of
Maintenance at illumination, headed -use of log
Terminal building, by an HOS or Head book,
Apron, Access road of Department ( -Airliners, -supervision
and surroundings; HOD) – Electrical -Passenger and routine
(Interior and Exterior -Concessionaires 24 Hours/Daily inspection by
lightings) -staff of FAAN Nil 85% Target electrical staff
Provision & Electrical Staff in -use of log
maintenance of Safe, charge of AFL book,
and Reliable AFL system, headed by -Airliners, -supervision
Airfield Lighting an HOS or HOD – -Passenger and routine
(AFL) System Electrical -Concessionaires 24 Hours/Daily inspection by
-staff of FAAN Nil 85% Target electrical staff
i. Carry out annual evaluation of staff performance for possible corrective measures.
ii. Undertake monthly staff audit checks to ensure compliance.
6.0 DETAILS OF COMPLAINT/GRIEVANCE REDRESS MECHANISM

i. All complaints/faults are directed to the Head of Department who escalates to Airport Manager
ii. Please refer to FAAN Integrated Service Charter - pages 8 and 9 for further details
109
i. Obey the rules and regulations guiding the activities in the Airports as regards to lights and
equipment usage.
All Electrical Department officers must be accessible, courteous, responsive, reliable and
competent in their various assignments.
Recognize and reward quality service delivery efforts and results and also punish any erring staff.
We meet annually with Power Holding Company to ensure efficient power supply at the airports
110
LAND, WATER AND SURVEY DEPARTMENT
1.0 INTRODUCTION
The department consists of two units: the Lands and Survey section which are responsible for
maintaining all airports’ boundaries and mapping of project sites for third party investors; and
the Water and Survey section which is in charge of ensuring availability of quality water for
general use in all airports.
2.0 VISION
To improve and ensure the realization of the Authority’s vision.
To ensure and secure optimal use of airport lands and guarantee uninterrupted water supply for
airport users.
4.0 SERVICE PROVISION OF LAND, WATER AND SURVEY DEPARTMENT
SERVICE STAFF/DIVISION WHO IS THE CUSTOMERS DELIVERY MONITORING
S RESPONSIBILITY CUSTOMER OBLIGATION STANDARD/ ACTIVITY (S)
/ (S) PERFORMANCE
N TARGET (%)
1 Development/Rev Management/ FAAN, Complying Progressively/5 Data Integrity
iew of Airports’ Land &Survey Concessiona strictly to the Years Verification
Master Plans (L&S) Officers ires & appropriate and Quality
Airliners use of the Assurance
facility testing
2 Develop/Review L&S Officers FAAN Complying Annually Field inspection
of Land-Use strictly to the to ensure correct
Layout Plans appropriate use setting out of the
of the facility layout plot
3 Acquisition of L&S Officers FAAN Submission of Annually Following up
Certificate of Title appropriate with the
for all airport documents relevant
lands and other Governmental
landed properties Ministries to
outside the ensure timely
airports processing of
belonging to the the C of O.
Authority
4 Ensure Constant Water &Sewage Airliners, Complying 24 Hours  Staff survey
potable water (W & S) Officers passengers strictly to the  Supervision
supply at airports and appropriate  Customer
for both Staffs use of the survey
passenger uses facility  On the spot
and Airport assessment
operations
5 Progressively W&S Officers FAAN, Complying Quarterly/Annu  Staff survey
Develop and Airliners & strictly to the ally  Supervision
improve Water concessionai appropriate  Customer
Hydrant system res use of the survey
to meet ICAO facility  On the spot
requirements of assessment
water availability
111
/ (S) PERFORMANCE
N TARGET (%)
for aircraft Fire-
fighting as
specified in
Annex 14
6 To maintain W&S Officers FAAN, Complying Quarterly/Annu  Staff survey
functional Sewage Staff & strictly to the ally  Supervision
Treatment plants Concessiona appropriate  Customer
ires use of the survey
facility  On the spot
assessment
7 To maintain W&S Officers/ FAAN, Complying Quarterly  Staff survey
serviceable water To ensure safe Staff & strictly to the  Supervision
sources and and concessionai appropriate  Customer
Treatment plants uninterrupted res use of the survey
water supply facility  On the spot
assessment
8 To Produce L&S Officers FAAN Complying Annually Update in the
Pavement strictly to the airport
Performance/Stat appropriate structure
us Survey as basis use of the monitoring
of Pavement facility statistical data
maintenance
Schedule
9 Constantly L&S Officers FAAN, Complying 2 Weeks Update in the
Update Details of Staff & strictly to the airport layout
Physical Concessiona appropriate plan
Development at ires use of the
the airports facility
10 To produce L&S Officers FAAN Complying Annually Updates in the
Obstacle/Obstruc strictly to the OLS chart
tion Evaluation appropriate
maps for all the use of the
airports facility
11 Provide Solid L&S Officers FAAN Complying On request Update in the
Survey networks strictly to the airport control
within the appropriate network
airports for use of the database
monitoring the facility
mapping of
project sites for
third party
investors
12 Contract Land, Water and FAAN, Due process 6 weeks  LWS
Administration Survey (LWS) Contractors Minimum Officers
and Awards Staff/ ensuring & Survey
due process is concessionai  Appraisal of
complied with res incoming
memos,
phone calls
112
/ (S) PERFORMANCE
N TARGET (%)
and reports
from
airports
13 Appraisal of LWS FAAN Complying 3weeks  LWS
airport Management strictly to the Officers
requirements staff appropriate Survey
and responses, use of the  Appraisal of
ordering of facility incoming
materials and memos,
equipments etc. phone calls
and reports
from
airports
 And
customer
survey
1.0 Conception,
1 LWS FAAN Complying Throughout the  LWS
Design,
4 Engineering Unit strictly to the year Engineering
development, appropriate survey
implementation, use of the  Customer
supervision and facility survey
evaluation of  On spot
engineering assessment
projects
i. STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

ii. Daily inspection of equipment and facilities to ensure serviceability at all times.
iii. Carry out annual evaluation of staff performance to ensure that the set goals are met.
6. 0 DETAILS OF COMPLAINTS/GRIEVANCE REDRESS MECHANISM

ii. Every aggrieved customer has the right to be heard.
iii. The complaints/grievance shall be addressed as applicable.
iv. All complaints shall be directed to the following officers: Managing Director, Airport Managers,
Head of Department (LWS), Nodal officer SERVICOM. Please refer to FAAN Integrated Service
Charter pages 8 and 9 for further details
ii. Display courtesy in dealing with service providers.
113
All officers of Land, Water and Survey department must be accessible, courteous, responsive,
reliable and competent in all dealings.
We meet annually with the staff of the department to ensure efficient service delivery
114
ESTATE MANAGEMENT DEPARTMENT
1.0 INTRODUCTION
Estate Management Department is primarily saddled with the responsibility of maintaining

buildings and services for staff residential quarters and Headquarters offices as well as Training
School and Transit Camp. It also includes maintenance of internal access roads, drainage system
and street lighting. It functions with four main units:
(a) Civil/Building Unit
(b) Water & Sewage Unit
(c) Electrical Unit
(d) Refrigeration & Air-conditioning Unit
The Estate Manager’s office coordinates the four (4) Units. In addition, the Estate Manager’s
office liaises and works with Estate Fire Unit and Estate Security Unit as may be required in order
to maintain safe and secured environment. The Estate Department also works with the
Mechanical Department as it affects maintenance demands in that vocation.
2.0 VISION
To ensure comfortable residential accommodation and conducive office facility/workplace.
3.0 MISSION
Ensure sound maintenance of buildings and services with respect to aesthetics, decent and
comfortable and friendly environment for living and for work including maintenance of good
access road network and healthy drainage system.
4.0 SERVICE PROVISION OF ESTATE DEPARTMENT

S/N SERVICES STAFF/DIVISION WHO IS THE CUSTOMER DELIVERY MONITORING
RESPONSIBILITY CUSTOMER? OBLIGATION STANDARD/ ACTIVITY
PERFORMAN
CE TARGET
1. Direct Execution of ● Civil Engineer: Internal ● Corporate with Four (4) ● Allocation of
Renovation and Inspection, Preparation of (Occupants of maintenance staff Weeks staff quarters
Rehabilitation of staff structural drawings, and Staff Quarters) during repair
Residential Quarters supervision of works works. ● Request from
● Estate Surveyors: occupant
Inspection, supervision, and ● Use the
identification of problems. apartment in a Routine inspection
● Quantity Surveyors: permissible & supervision
Preparation of Bill of manner.
Quantities. ● Record of
● Architects: ● Must not completed work
Preparation of as-built commit any form
drawings. of waste.
● Artisans: - (Plumbers,
Bricklayers, Electricians,
Carpenters, Tillers, Welders,
Mechanics-Refrigerator and
Air-Conditions, Painters):
Carry out repair/maintenance
works in their respective
trade.
2. Direct Execution of Internal ● Corporate with 1 Week -same-
Renovation and -same- (Headquarters’ maintenance staff (Including
Rehabilitation of Staff) during repair Weekends)
Offices works.
● Use the office
115
PERFORMAN
CE TARGET
in a permissible
manner.
● Must not
commit
any form of
waste.
3. Supervision of ● Civil Engineer: External ● Abide by all Four (4) ● Inspection/
External Contractors Joint Inspection, Preparation Contractors contractual Weeks supervision
of structural drawings, and agreement.
supervision of works ● Ensure follow ● Rectification of
● Estate Surveyors: all specifications completed works in
Inspection, coordination & including design, accordance with
identification of problems. BOQ and basic Job Order issued
● Quantity Surveyors: safety requirement
Preparation of Bill of
Quantities. (BOQ)
● Architects: Preparation of
as-built drawings.
4. Rehabilitation of Civil & Building Unit Internal ● Corporate with Four (4) Constant inspection
Drainage Systems (Occupants of maintenance staff Weeks / supervision to
Staff Quarters) during repair ensure quality
works. completed works.
● Use the
environment in a
permissible
manner.
● Must not
commit any form
of waste.
5. Rehabilitation of Civil & Building Unit External ● Ensure One (1) Week ● Inspection/
Internal Access (Contractors) compliance & (Including supervision
Roads. abide with all Weekends)
contractual ● Rectification of
agreement. completed works in
● Follow all accordance with
specification Job Order issued
including design,
BOQ and basic
safety requirement
6. Routine Maintenance Estate Department: Internal ● Corporate with Within 24 ● Filling of Estate
and repair works -Civil & Building Unit (Occupants of maintenance staff Hours Maintenance
-Plumbing Unit Staff Quarters during repair Request Form
-Electrical Unit and offices) works. ● Routine
-Refrigerator & Air- inspection,
conditioning Unit ● Use the supervision
environment in a ● Follow-up on
permissible complains
manner. ● Satisfactory
completion of
● Must not assigned job
commit any form
of waste.
7. Processing of Civil & Building Unit. External ● Abide by all One (1) Week Follow-up with
Renovation Works on (Contractors) contractual (Including procurement
Contract agreement. Weekends) process
● Follow all
116
PERFORMAN
CE TARGET
specification
including design,
BOQ and basic
safety requirement
8. Routine Inspection of Estate Department: Internal ● Corporate with Within 24 Routine inspection,
Facilities -Civil & Building Unit (Occupants of maintenance staff Hours supervision and
-Plumbing Unit Staff Quarters during repair follow-up
-Electrical Unit and offices) works.
-Refrigerator & Air-
conditioning Unit
5.0 STATEMENT OF PERFORMANCE , MONITORING AND PUBLISHING

i. Daily inspection of work done
ii. Daily/Continuous appraisal of staff punctuality/Efficiency
iii. Periodic monthly staff audit/Performance
a. Every occupant of staff quarters as well as offices has a right to complain for repairs or
fault identified.
b. Every maintenance request most be attended to accordingly.
c. All complaints are attended to immediately at the time of complain.
d. All complaints should be directed to the General Manager Estate.
e. Please refer to FAAN Integrated Service Charter - 8 and 9 for further details
7. OCCUPANTS OBLIGATION
(a) All occupants of staff quarters and office must use existing facilities in normal permissible
manner and must not commit any form of waste.
(b) Occupants are expected to ensure minimum standard of safety and neatness in the apartment.
8. STAFF OBLIGATION
All Estate staff must be readily accessible and promptly responsive to relevant complaints from
any occupants
9. STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION/DELIVERY
We meet monthly/as need arises with our stakeholders, Fire Department, Aviation Security
Department, Admin & Store Department Mechanical Department to ensure efficient service
delivery.
117
ACRONYMS
Terms Definition
AIB Accident Investigation Bureau
AIS Aeronautical Information Services
AME Aircraft Maintenance Engineering
AMO Aircraft Maintenance Organisation
AMS Applied Meteorological Services
AMSS Automatic Message Switching
ANRs Air Navigation Regulations
ASI Aviation Safety Inspector
ATA Aviation Training Academy
ATC Air Traffic Control
ATE Aeronautical Telecommunications Engineering
ATM Air Traffic Management
ATN Aeronautical Telecommunication Network
ATNS Air Traffic Navigation Service
ATS Air Traffic Services
ATS/COM Air Traffic Services/Communication
AVGAS Aviation Gasoline
AVSEC Aviation Security
BASA Bilateral Air Services Agreement
CAA Civil Aviation Authority
CBT Computer Based Training
CFO Central Forecast Office
CNS Communication, Navigation Surveillance
ETS Engineering and Technical Services
FAAN Federal Airports Authority of Nigeria
FEC Federal Executive Council
FMA Federal Ministry of Aviation
FMD Flight Maintenance Department
GIS Geographic Information System
GNSS Global Navigation Satellite System
HR Human Resources
ICAO International Civil Aviation Organisation
118
ICT Information and Communication Technology
IGR Internally Generated Revenue
ILS Instrument Landing System
LAN Local Area Network
LB Locator Beacon
MDA Ministries, Departments and Agencies
MGS Millennium Development Goals
NAFIS Navigational Aids Flight Inspection & Surveillance
NAMA Nigerian Airspace Management Agency
NEMA National Emergency Management Agency
NAVAIDS Navigational Aids
NCAA Nigerian Civil Aviation Authority
NCAT Nigerian College of Aviation Technology
NCAR
NDB Non Directional Beacon
NDT Non Destruction Testing
NIMET Nigerian Meteorological Agency
R&T Research and Training
SAHCOL Skyway power Aviation Handling Company
SES Safety Electronic Services
WAN Wide Area Network
119

Servicom Charter

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Servicom Charter

Uploaded by

Copyright:

Available Formats

FAAN INTEGRATED SERVICE CHARTER

To achieve this objective, the Authority commissioned a team of professionals from

Engr. Saleh Dunoma

6.1 Internal Customers

i. Sponsoring the SERVICOM initiative in the Authority

i. Act with courtesy in dealing with service providers.

S/N CONTACT DESIGNATIONS PHONE NO LOCATION/ADDRESS

1. Engr. Saleh Dunoma MD/CEO, FAAN 01-2800830 FAAN Headquarters,

(d) Arrival – E Wing

8. Domestic Terminal 1 “ 09051767557 Domestic Terminal 1 (GAT)

15.0 REVIEW OF SERVICE CHARTER

8. Handling of  Representation  Management Adherence to Monthly Follow ups &

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

CORPORATE AFFAIRS DEPARTMENT

2 Coordinates  Deputy FAAN -Funding, Quarterly  Public

S/N Service Staff/Division Who is the Customer Delivery Monitoring

3. Amendment of Dept. of *FAAN *Written Dependent on *Document

6. External *Dept. Legal *FAAN *Appointment 24 Hours *Monitoring of

13. Due Dept. of Legal Procurement *Written 48 Hours Search at the

14. Official Legal Services FAAN Forwarding of 24 Hours In-coming/Out-

5.1 SERVICE PROVISION OF THE BOARD UNIT

Secretarial Board *FAAN Request for 24 Hours *Record of

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION/DELIVERY

S/ SERVICE DELIVERY RESPONSIBILITY WHO IS CUSTOMER MONITORING

8 Invitation for 14 Days - Managing Internal: Internal: - Record of

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

5.0. SERVICE PROVISION OF AUDIT DEPARTMENT

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING.

6.0 SERVICE PROVISION OF INFORMATION & COMMUNICATION TECHNOLOGY DEPARTMENT

4 Deployment of ICT staff FAAN NIL 10 – 30 working Daily

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

 Federal Ministry of Aviation

S/ SERVICE STAFF/DIVISI WHO IS THE CUSTOMERS DELIVERY MONITORING

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

S SERVICE STAFF/DIVI WHO IS THE CUSTOMER DELIVERING MONITORING ACTIVITY (S)

8 Produce •Final •Treasury •Posting to Daily •Generation of monthly Trial Balance

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

3.0 MISSION STATEMENT

S/N SERVICE STAFF WHO IS CUSTOMERS DELIVERY MONITORING

S/N SERVICE STAFF WHO IS THE CUSTOMER DELIVERY MONITORI

4. Cleaning  Facilities Contractors NIL Monthly Inspection to

8. Waste  Facilities  Passengers Strict adherence by 24 Hours/ On the spot

9. Pest control  Facilities  Passengers NIL Monthly Supervision

10. Periodic  Facilities  Passengers NIL Twice a Analysis

6.0 STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

i. Carry out annual evaluation of staff performance for reward of excellence.

S/N SERVICE STAFF THE CUSTOMERS DELIVERABLE MONITORING

v. Special  Commercial FBN/Avitech Automation of Within the -Unscheduled

Vi Verification of  Commercial -NAMA Co-ordination Weekly Monitoring &

Vii Coordination of  Commercial -Airline Pay their bills Daily

Xix Random  Finance All To make Daily,weekly,mo Inspection by

xxi Carry out  Advertising Advertising Deploy Monthly Inspection of all

STATEMENT OF PERFORMANCE MONITORING, REPORTING AND PUBLISHING

STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION/DELIVERY

3.0 MISSION STATEMENT

S/N Service Responsibility Who Is The Customer Delivery Monitoring

4 Revenue generation Departmental Clearing & Pay the 24 Hours/ Monthly

7.2 Management Obligations

8.0 DETAILS OF COMPLAINTS/CUSTOMER GRIEVANCE REDRESS MECHANISM

STAKEHOLDERS PARTICIPATION IN SERVICE PROVISION/DELIVERY

3.0 MISSION STATEMENT

4.0 DETAILS OF CUSTOMERS

5.0 SERVICE PROVISION OF HUMAN RESOURCES DEPARTMENT

3. Amendment of Dept. of FAAN Written Dependent on *Document

6. External Dept. Legal FAAN Appointment 24 Hours Monitoring of

Secretarial Board FAAN Request for 24 Hours Record of