NCAA Embarks on Digital Transformation to Enhance Oversight, Consumer Protection
The Nigeria Civil Aviation Authority (NCAA) is set to digitalise its processes to enhance the efficiency of its operations and improve the overall passenger experience.
The initiative, which aims to streamline approvals, licensing, recertification, and complaint resolution, marks a significant step forward in the country’s aviation industry.
The Acting Director-General of NCAA, Captain Chris Najomo, made this known during the opening of a training program for the newly unveiled Consumer Protection Portal.
Speaking at the event on Friday, Captain Najomo emphasised the importance of the digital transition in addressing the myriad of challenges faced by passengers and airlines alike.
“The new portal will not only expedite the resolution of complaints by passengers but will also serve as a crucial tool for evaluating the performance of both domestic and international airlines operating in Nigeria,” Najomo explained.
He highlighted that the training program was designed to equip both airline personnel and regulatory staff with the necessary skills to handle common issues such as flight delays, cancellations, and other service shortcomings.
To further bolster the efficiency of the NCAA, the digitalisation process will encompass various facets of its operations, including the AOC system, certification, recertification, and licensing.
“We have made significant progress. This process began two years ago, and now we are in the advanced stages with ongoing training. The new software system will revolutionise our entire operation,” Najomo said.
In addition to digitalisation, Captain Najomo acknowledged the efforts of the Minister of Aviation, Mr. Festus Keyamo, in facilitating aircraft acquisition for local airlines.
He noted that the Minister has been in discussions with major aircraft manufacturers like Boeing and Embraer to secure dry leasing options, which are expected to alleviate the challenges of fleet shortages and subsequently reduce flight delays and cancellations.
“The Minister has been instrumental in these negotiations, and we anticipate that these efforts will soon bear fruit, enabling our airlines to acquire the necessary aircraft to enhance their operations,” Najomo stated.
He also touched on the upcoming policy requiring a minimum of six aircraft in the fleet of Nigerian carriers, indicating that the regulation is being fine-tuned to accommodate different operational scopes.
Regarding the benefits of the new Consumer Protection Portal, Najomo described it as a critical tool for real-time monitoring of airline performance.
“This portal will allow for on-time oversight of passenger handling processes, from check-in to disembarkation. The data gathered will provide a clear picture of airline performance, which will be accessible to the public on the NCAA’s official website,” he said.
The portal, which is yet to be officially launched, is expected to bring significant benefits to all stakeholders in the aviation industry.
“We have conducted training for our staff, and it is crucial to engage all stakeholders to ensure they understand how this portal works. We believe this initiative will be highly beneficial for everyone involved,” Najomo concluded.
