Open Epistle to the Nigeria High Commissioner in London UK -By Femi Amosun

The recently published Public Information on the Nigeria High Commission London portal explicitly states “As of 31th March, 2021, there was a backlog of 18,000 applications awaiting processing, which were accumulated between December 2019 to March 2021” I quite understand that the huge backlog may be linked to the various National lockdown in the United Kingdom, but inadequate Passport booklets has always being a chronic problem at the Nigeria High Commission, London. In the years 1999 to 2001, many Nigerians (including this author) in the UK experienced a situation whereby legitimate Passport applications was not processed on time, or not even processed at all. It took the decisive intervention of Mr. A.A. Ajoje (of blessed memory) at the High Commission for the backlog to be cleared.

In July 2011, after my visit to the High Commission to renew my Passport, l wrote a comprehensive letter to the then High Commissioner and raised a number of issues including the lengthy waiting time; poor planning; inadequate system; and appalling customer service. I also highlighted the unnecessary hardships caused to Nigerian Passport applicants hence the negative perception and poor relationships between the High Commission and Nigerians in the UK. I drew attention on the Mission’s Service delivery system which was incapable of dealing with the high number of Passport applicants. I was very disappointed with the lukewarm attitude and response from the High Commission. It therefore follows that the issues l highlighted some 10 years ago are still very prevalent today.

May l also accentuate that the cost of a Standard e-Passport (Adult) is £75 plus Administrative charge of £20 for passport processing, a total of £95 to renew a Nigerian Passport. Despite the astronomical cost, applicants are being subjected to unnecessary delay in the issuance of Passport already paid for. Once again, we are faced with uncertainty about the issuance of the Nigerian Passport in London. Where does this inherent practice and Institutional behaviour align in the Best global practice? This is not only embarrassing but also strikingly shocking that the High Commission London consistently failed to deliver a quality service that we can all be proud of.

Your Excellency, with all due respect, l am certain you’re aware of the “Immigration Hostile environment Policy” which may indirectly act as an impetus (or legitimacy) to racial profiling, discrimination, economic inequality etcetera, against Nigerians and other Africans living in the UK. The bitter experience of many members of the Windrush generation explicitly highlighted the horror of the Policy under reference. Suffice to advance the cogent and rational reasons why Passport applications (after due process) should be issued promptly and efficiently.

As a long-standing advocate of Service Quality in the public sector, a basic tenet of Service quality philosophy is in the service delivery system. Service Quality is about consistently delivering quality service and putting customers at the heart of the service. It also means meeting and exceeding expectations. In a Public sector setting, Service quality is about achieving efficiency in the service delivery system and ensuring that Service-users have a positive experience (Service experience) and that their individual, or collective, needs are met. This means evaluating the core benefits that customers will derive from the service, be it functional, technical or psychological attributes. In a service-orientated environment which has high contact and interaction, and people as the recipient of the act, Service quality provides unique opportunity to adopt appropriate strategy to meet Customers’ expectations and influence the perception of an organization. In essence, Service Quality acts as the lens through which effectiveness and efficiency can be monitored and used to provide better service. Perhaps we should remind ourselves that Public service is a service organized by the government or public bodies for the benefit of all the people in a society or community. The key understanding here is doing something that helps or benefits the people they’re meant to serve.

The culture of perpetual castigation of our fellow citizens needs to be addressed and eradicated in order to restore the Mission’s credibility. We cannot continue to castigate our fellow citizens and expect positive outcomes. Treating Citizens with dignity, respect, and fairness should be at the centre of the Mission’s Core values. At this critical time when many Nigerians in the Diaspora are facing enormous challenges due to new tougher immigration policies, disproportionate discrimination, brutal attacks, and deportation at any slight opportunity, the Nigeria High Commission should not be seen as inadvertently, or adventitiously, adding to the multiple barriers and problems confronting our fellow Nigerians living in the United Kingdom.

As a matter of urgency, the Mission needs to address the chronic problem of Booklets shortages and help improve the general wellbeing of Nigerians.

femi.amosun@nifom.co.uk

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Femi Amosun

Founder & CEO, NIFOM Consulting, UK E: femi.amosun@nifom.co.uk