Area Offices KPIs

KPIs FOR: NORTH CENTRAL AREA OFFICE (Benue Area Office)
Goal
Objectiv
es
1. Sustain standards in order to support compliance and effective regulation

2. To expand trade accessibility in the Maritime sector
3. To coordinate the Zonal Offices for efficiency and effectiveness
4. To ensure equity in service delivery
Increase economic growth
Ensure equity in service delivery
Facilitate efficiency and effectiveness for organizational development
Service Delivery (45%)

Key
Activities
Input
Performance
Indicators
1. Visitation - Identification - Evidence of report
and
of problem
- Numbers of
Consultation
and
problems and
of
challenges
challenges
Stakeholders.
encountered
identified
in the course
of
international
trade
Expected
Outcome
Planned Targets
-
Three (3) visits

per quarter
Increased
Stakeholder
s
commitmen
t to NSC
Activities.
Who is
Responsi
ble
Area
Officer
and Admin
officer
Time
Frame
By the
end of
the
Quarter
- Theme
2.Enlightenmn
t
campaigns - Topics
- Resource
persons
- Invitation
letters
- Letter of approval
- Invitation letter
- Release of funds
- Production of
seminar
materials
1st quarter
March 2017
and fourth
quarter
September
2017.
To reduce
fraudulent
activities at
the Ports
and to
encourage
global best
practice
Area
Three
officer and (3)
all the
weeks.
staff of the
Area
office.
- Sourcing of
venue
3. Benue
Shippers
Association/
Stakeholders
meeting
- Notice of
meeting.
- Arrangement
of the Venue
and
secretariat
needs.
-Evidence of
Report
- One (1) per

quarter.
-Attendance list
-Receipt of
- Respond for
-Based on
letters of
complaint unit
complaints
4. Ensuring
complain
head office
received
prompt action -Investigating - Communicating to
of shippers
the
the complainant
complaints/
complain
- Broker peace
enquiries
-Analysing the
between the two
complain
parties
-Report to the
head office
2
- To have
constant
interaction
with the
Stakeholders.
- Strengthening
of the
Association.
Area
By the
Officer
end of
and Admin
the
officer
quarte
r.
- Resolution of
the complain
Area
Officer
and Admin
Officer
Four
days
depen
ding
on the
magnit
ude of
the
compl
in respect
of the
complaint.
5. Complaints
Handling
/Inquiries
-Engagement - Number of
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaint
complaints/
handling
inquiries
received and
-Received
treated.
complaints
-Investigate
complaint
-Feedback on
complaints
6. Cargo
Capture
(identification
of exportable
commodities.)
- Develop an
- Availability of an
action plan
action plan
- Identification
of
commodity - Availability of a
- Develop a
template
ain
- All complaints
acknowledge
with 24 hours
- Investigation
completed
within 48 hours
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
ZC/ AO
Quarterl
y
- Unresolved
complaint
forwarded to
Head Office
within 48 hours.
- Complainant
feedback within
72 hours
-Mediation
meeting within
2 weeks of
completed
investigation
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
3
Area
Five (5)
officer and
days.
operationa
l officer.
template for
sourcing data
sourcing
- Evidence of
data
template
- Administer
administered
the template
sourcing data
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
stakeholders
Financial Stewardship (10%)

Key
Activities
Input
Performance
Indicators
1. Budget - Developing an - Evidence of
effective
planning
Budget Plan
Budget Plan.
Planned Targets
-
- Accurate Budget
plan
-
Assessing
budget
performance
-Quarterly
-Availability
review of
the budget - Budget
performance
report
Expected
Outcome
Budget plan
- To help the
developed
council to
within the last
plan ahead of
quarter
the coming
preceding the
year
New Year.
- It reduces
90% error free
wastages
budget plan
- It supports in
attaining the
organisation
goal
- Value for
money
- The report is
-To achieve the
ready Seven day
organisations
after the
goal
preceding
- To inform the
quarter
management
of the budget
performance
of the area
office
Compliance
with Financial
Regulation
5
Who is
Responsi
ble
Area
officer and
budget
officer
Time
Frame
Annually
.
Area
Quarterl
officer and
y.
budget
officer
Completion of - Filling of
budget form
budget form
for approval
Audit Check
for incurred
Retirement of
expenses
imprest
- Countersignin
g
- Collection of
receipts and
other
relevant
document
- Availability of
- All (100%) to be - Effective
completed
approved before
compliance
budget form
filling of budget
with Financial
- Evidence of
form
Rules and
approval
- Budget form to
Regulations
- Evidence of
be filled 30
- Prudence and
countersigning
minutes after
accountabilit
- Evidence of
receipt of
y
receipts and
approval
other documents - All (100%) budget
received
form to be
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
Area
Officer
Ongoing
OPERATIONAL AND INTERNAL PROCESSES (30%)

Activities
Shippers
complain and
enquiries
-
Quarterly
activity report
Efficient and
Effective
Collation of
Area Office
KPIs
Key
Expected
Input
Performance
Planned Targets
Outcome
Indicators
Acknowledge - Response from
- Once per
- Resolution
receipt of
complaints unit
quarter
of the
complaints
complain
Investigating
into the
complain
Analysing the
complain
Forward
report to
complaints
unit
Collecting
- Forwarding
- Five days
- To ensure
and collating
reports to Head
preceding the
proper
of monthly
Office
last quarter
implementati
activity
on of
report
activities
Typing of the
- To help the
activity
council in
report
achieving its
goal
Put in place
- Evidence of a
- Action plan to be - Effective and
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
development of
KPI collation
Timely
- Evidence of
KPIs
- Error free KPIs
collation of
collated input
- Monthly/
7
Who is
Responsi
ble
Area
officer and
Admin
officer
Time
Frame
Four
days
Area
Quarterl
officer and
y
Admin
officer
AO
quarterl
y
AO KPIs
Quarterly KPIs to
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
EMPLOYEE LEARNING AND DEVELOPMENT (15%)

Activities
Input
Key
Performance
Indicators
- Evidence of
training
attended
Reporting on
training
- Develop
report on
training
attended
In house
seminar on
cascading of
training
- Identification - Evidence of
of staff that
materials for
attended
cascading the
training
training
within the
quarter
- Identification - Number of
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
Capacity
Building for
Staff
- Preparation of - Report of the

training
report after
attended.
training
Expected
Outcome
Planned Targets
-
5 days after
attending the
programme
Knowledge
sharing
- Evidence of
attended
training
-Quarterly in
- Sharing of
house seminar
knowledge
organised three - Improved staff
weeks before
performance
the end of the
quarter
- Training needs
- Knowledgea
identified and
ble
forwarded every
workforce.
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
and submitted 2
weeks after
training
- Knowledge
sharing 3 weeks
9
Who is
Responsi
ble
Area
officer
Ongoing
Area
officer
quarterl
y
ZC
Ongoing.
Time
Frame
- Cascade
training
- Evidence of
knowledge
transfer
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (Lokoja Area Office KPIs)

Goal
Objectiv
es


Activities
Input
Key
Performance
Indicators
- Evidence of
developed
action plan
- Develop an
1.Enlightenmn
action plan
t
campaigns
- Develop the
to expand
proposals
- Evidence of
trade
research done
accessibility in - Research and
the maritime
identify the - Letter of approval
sector
Theme
- Invitation letter
Expected
Outcome
Planned Targets
-
Action plan
2 per quarter
10
Increase
stakeholder
s
accessibility
to trade and
NSC service
Who is
Responsi
ble
Area
officer
Time
Frame
Three
(3)
weeks.
- Topics
- Release of funds
- Resource
persons
- Production of
seminar
materials
- Invitation
letters
- Sourcing of
venue
-Receipt of
letters of
2. Ensuring
complain
prompt action -Investigating
of shippers
the
complaints/
complain
enquiries
-Analysing the
complain
-Report to the
head office
in respect
of the
complaint.
3. Kogi
Shippers
association/stak
eholders.
-identify
stakeholders
letter of
invitation
-provision of
venue
-writing of
minutes of
- Respond for
-All complaint
- Increase
complaint unit
acknowledged
stakeholders
head office
within 24 hours
confidence in
- Communicating to -Investigation
NSC
the complainant
completed
- Customers
- Broker peace
within 72 hours
satisfaction
between the two
parties
- Number of
stakeholders
engaged
Evidence of
minutes of
meetings
Schedules of
meetings
Report to the
co-ordinating
-Last month of
every quarter.
11
- To articulate
and
exchange
ideas to
review past
activities and
projects for
new quarter.
Area
Three to
officer and
four
operationa
days
l officer
depen
ding
on the
magnit
ude of
the
compl
ain
Area
officer and
operationa
l officer.
Quarterl
y
4. Cargo
Capture
(identification
of exportable
commodities.)
meetings
office
- Strengthen
-writing of
- Attendance list
relation with
report to costakeholders
ordinating
office
-provision of
refreshments
Develop an
- Availability of an - Action plan
- Increased
action plan
action plan
developed
knowledge of
Identification
January of every
exportable
of
year
commodities
- Template for
by
Develop a
template
sourcing data
stakeholders
template for
sourcing data
developed
sourcing
- Evidence of
January of every
data
template
Administer
administered
year
the template
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
12
Area
Five (5)
officer and
days.
operationa
l officer.
5. Shippers
- Identification
drive/identificat
of shippers
ion.
- Consultation
Complaints
Handling
/Inquiries
-Evidence of
form collected
from Shippers.
of trade
groups
-Report
- Issuing of
registration
forms
- Collecting of
registration
form
- Forwarding of
all
registration
form to coordinating
office
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaint
complaints/
handling
inquiries
-Received
received and
complaints
treated.
-Investigate
complaint
-Feedback on
complaints
- Quarterly
- Expansion of
Shippers data
Base
Area
Officer
and all
staff
Ongoing
- All complaints
acknowledge
with 24 hours
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
ZC/ AO
Quarterl
y
- Investigation
completed
within 48 hours
- Unresolved
complaint
forwarded to
Head Office
within 48 hours.
- Complainant
13
feedback within
72 hours
-Mediation
meeting within
2 weeks of
completed
investigation
14

Activities
Input
- All activities
and
Effective use
programmes
to be coasted
of impress and
Ensure
project fond
approval of
every project
Key
Performance
Indicators
Evidence of
coasting and
retirement of
retirement
Evidence of
expenditure
retirement
Preparati - Developing an - Evidence of

effective
on of
Budget Plan
Budget
Plan.
annual
- Accurate Budget
Budget
plan
Planned Targets
Expected
Outcome
100% coasting of
Effective
all project and
compliance in
activities
budget
Retirement of
implementatio
expenditure 2
n
weeks after the
Creation of
programme/proje
value for
ct
money
- Budget plan
- To help the
developed
council to
within the last
plan ahead of
quarter
the coming
preceding the
year
New Year.
- It reduces
- 80% error free
wastages
budget plan
- It supports in
attaining the
organisation
goal
- Value for
money
15
Who is
Responsi
ble
Time
Frame
Area
officer
Quarterl
y
Area
officer and
budget
officer
Annuall
y
Assessing
budget
performance
-Quarterly
-Availability
review of
the budget - Budget
performance
report
Compliance
with Financial
Regulation
budget form
budget form
for approval
Audit Check
for incurred
Retirement of
expenses
imprest
- Countersignin
g
- Collection of
receipts and
other
relevant
document
- The report is
-To achieve the
ready Seven day
organisations
after the
goal
preceding
- To inform the
quarter
management
of the budget
performance
of the area
office
- Availability of
completed
approved before
compliance
budget form
filling of budget
with Financial
- Evidence of
form
Rules and
approval
- Budget form to
Regulations
- Evidence of
be filled 30
- Prudence and
countersigning
minutes after
accountabilit
- Evidence of
receipt of
y
receipts and
approval
received
form to be
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
16
Area office Annuall

and
y
budget
office
Area
Officer
Ongoing

Activities
Shippers
complain and
enquiries
-
Quarterly
activity report
Efficient
handling of files
Key
Expected
Input
Performance
Planned Targets
Outcome
Indicators
- Once per
- Resolution
receipt of
complaints unit
quarter
of the
complaints
complain
Investigating
into the
complain
Analysing the
complain
Forward
report to
complaints
unit
Collecting
- Forwarding
- Five days
- To ensure
and collating
reports to Head
preceding the
proper
of monthly
Office
last quarter
implementati
activity
on of
report
activities
Typing of the
- To help the
activity
council in
report
achieving its
goal
Opening of
- Updating of
-All files treated
- Timely
files
within 24 hours
treatment of
17
Who is
Responsi
ble
Area office
and
operation
office
Time
Frame
Three to
four
days
Area office Quarterl

and
y
operation
office
Area
On-
Efficient and
Effective
Collation of
Area Office
KPIs
- Documentatio
n
- Identification
and
registration
- Appropriate
movement
of files
- Put in place
an action
plan for
collation
- Timely
collation of
AO KPIs
files received
-Untreated files
files
Number of files
are
- Ensure that
appropriated
works are
treated
within 48 hours
coordinated
Evidence of
and
treatment of
documented
files
- Evidence of a
developed
developed 7
efficient
action plan with
days after the
approach to
timelines
development of
KPI collation
- Evidence of
KPIs
- Error free KPIs
collated input
- Monthly/
Quarterly KPIs to
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
18
Officer
AO
going
quarterl
y
19

Activities
Input
1. Reportin - Develop
g on
report on
training
training
attended
Key
Performance
Indicators
- Evidence of
training
attended
- Number of staff
released for
training
2. In house - Identification - Evidence of

training
of staff that
materials for
on
attended the
cascading the
cascadin
training in
training
g
the quarter
3.
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
training
report after
Expected
Outcome
Planned Targets
-
Preparation of
report 2 weeks
after attending
the
programme
Knowledge
sharing
Evidence of
attended
training
-To a more
- Sharing of
efficient and
knowledge
effective work - Improve staff
force
performance
-All nominated
staff that
attended
training
- Training needs
- Knowledgea
identified and
ble
forwarded every
workforce.
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
and submitted 2
weeks after
20
Who is
Responsi
ble
Area
officer
Ongoing
Area
Officer
quarterl
y
ZC
Ongoing.
Time
Frame
training
- Cascade
training
attended.
- Evidence of
knowledge
transfer
training
- Knowledge
sharing 3 weeks
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (Minna Area Office KPIs)

Goal
Objectiv
es


Activities
Input
Key
Performance
Indicators
- Evidence of
developed
action plan
- Develop an
1.Enlightenmn
action plan
t
campaigns
- Research and
to expand
identify the - Evidence of
trade
Theme/
research done
Expected
Outcome
Planned Targets
-
Action plan 3
months before
the
enlightenment
programme
21
Increase
stakeholder
s
accessibility
to trade and
Who is
Responsi
ble
Area
officer
Time
Frame
Three
(3)
weeks.
accessibility in
Topics
the maritime
- Develop the
sector
proposals
- Seek for
approval
from head
office
- Implement
enlightenme
nt
programme
and theme/topic
identified
- Evidence of
developed
proposal
Availability of
communiqu
and report
- Produce
communiqu
and report
Complaints
Handling
/Inquiries
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaint
complaints/
handling
inquiries
-Received
received and
complaints
treated.
-Investigate
complaint
-Feedback on
complaints
Theme/topic
identified 2
months before
the
enlightenment
programme
Proposal
developed and
forwarded One
month after
the developing
the action plan
All
enlightenment
programme
shall produce a
report 7 day
after the event
- All complaints
acknowledge
with 24 hours
- Investigation
completed
within 48 hours
- Unresolved
complaint
forwarded to
Head Office
22
NSC service
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
ZC/ AO
Quarterl
y
within 48 hours.
- Complainant
feedback within
72 hours
3. Meeting with
Shippers
association and
stakeholders.
-identify
stakeholders
-letter of
invitation sent
out
-provision of
venue
-writing of
minutes of
meetings
-writing of
report to coordinating
office
-
Evidence of:
Stakeholders
identified
Schedules of
meetings
Report to the
co-ordinating
office
Attendance list
-Mediation
meeting within
2 weeks of
completed
investigation
- Quarterly
- Plat form to
meeting with
articulate,
stakeholders.
share
experience
and
exchange
ideas
-Report prepared - Strengthen
and submitted
relationship
7 days after the
with
stakeholders
stakeholders
meeting
23
Area
officer and
operationa
l officer.
Quarterl
y
4. Cargo
Capture
(identification
of exportable
commodities.)
- Develop an
action plan
action plan
- Identification
of
- Develop a
template
template for
sourcing data
sourcing
- Evidence of
data
template
- Administer
administered
the template
5. Shippers
- Identification
drive/identificat
of shippers
ion.
- Consultation
of trade
groups
- Issuing of
registration
forms
- Collecting of
registration
form
- Forwarding of
-Evidence of
form collected
from Shippers.
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
Area
Five (5)
officer and
days.
operationa
l officer.
- Quarterly
Area
Officer
and all
staff
-Report
24
- Expansion of
Shippers data
Base
Ongoing
all
registration
form to coordinating
office
25

Activities
Input
Key
Performance
Indicators
Planned Targets
Compliance
with Financial
Regulation
budget form
budget form
for approval
Audit Check
for incurred
Retirement of
expenses
imprest
- Countersignin
g
- Collection of
receipts and
other
relevant
document
Expected
Outcome
- Availability of
completed
approved before
compliance
budget form
filling of budget
with Financial
- Evidence of
form
Rules and
approval
- Budget form to
Regulations
- Evidence of
be filled 30
- Prudence and
countersigning
minutes after
accountabilit
- Evidence of
receipt of
y
receipts and
approval
received
form to be
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
Developing
an
Preparation of
- Evidence of
- Budget plan
- To help the
effective
annual Budget
Budget Plan
developed
council to
Budget Plan.
within the last
plan ahead of
quarter
the coming
26
Who is
Responsi
ble
Area
Officer
Area
officer and
budget
officer
Time
Frame
Ongoing
Annuall
y
- Accurate Budget
plan
-
Review
budget
performance
preceding the
year
New Year.
- It reduces
80% error free
wastages
budget plan
- It supports in
attaining the
organisation
goal
- Value for
money
-Develop
-Availability of
- Use of template
-To achieve the
Template
review template
for all (100%)
organisations and
y
for review
review
goal
budget
- Budget
-Quarterly
- Report available 7 - To inform the
office
performance
review of
day after the
management
report
the budget
preceding
of the budget
quarter
performance
of the area
office
27

Activities
Shippers
complain and
enquiries
-
Quarterly
activity report
Key
Input
Performance
Indicators
receipt of
complaints unit
complaints
Investigating
into the
complain
Analysing the
complain
Forward
report to
complaints
unit
Collecting
Evidence of:
and collating - Activity collated
of monthly
activity
- Evidence of report report
Produce the
activity
report
Efficient
- Opening of
handling of files
files
- Documentatio n
- Identification and
Expected
Outcome
Planned Targets
-
Once per
quarter
Resolution
of the
complain
All activities
- To ensure
collated 7 days
proper
after the quarter
implementati
Reports produced
on of
5 days after
activities
collation of
- To help the
activities
council in
achieving its
goal
Updating of
-All files treated
- Timely
within
24
hours
treatment of
files received
files
Number of files -Untreated files
are
Ensure
that
treated
appropriated
works are
Evidence of
within 48 hours
coordinated
28
Who is
Responsi
ble
Area office
and
operation
office
Time
Frame
Three to
four
days

and
y
operation
office
Area
Officer
Ongoing
Efficient and
Effective
Collation of
Area Office
KPIs
registration
treatment of
and
- Appropriate
documented
files
movement
of files
- Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
development of
KPI collation
- Timely
- Evidence of
KPIs
- Error free KPIs
collation of
collated input
- Monthly/
AO KPIs
Quarterly KPIs to
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
29
AO
quarterl
y

Activities
Capacity
Building for
Staff
Key
Input
Performance
Indicators
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
training
- Release staff
for training.
Planned Targets
- Training needs
identified and
forwarded every
31st January.
- Report prepared
and submitted 2
weeks after
training
- Cascade
training
- Knowledge
sharing 3 weeks
after attending
training
- All (100%)
nominated staff
attend training

training
report after
attended.
training
- Evidence of
knowledge
transfer
Expected
Outcome
30
Knowledgea
ble
workforce.
Who is
Responsi
ble
ZC
Time
Frame
Ongoing.
SAMPLE TEMPLATE FOR DEVELOPING KPIS

Goal
Objectiv
es


Key
Activities
Input
Performance
Indicators
- Shippers
- Evidence of
Shippers drive
identification
identified
and
prospective
Identification - shippers
shippers
mobilization
and
- Evidence of
mobilization
- Registration
engagement of
template/for
shippers through
ms
meetings
- Report of
meetings
Expected
Outcome
Planned Targets
-
To mobilize
and register at
least five(5)
shippers per
quarter
- Availability of
registration
31
Effective
service
delivery to
stakeholder
s
Who is
Responsi
ble
Area
officer
Time
Frame
Quarterl
y
templates/forms
- Evidence of report
of meetings
Organise
stakeholders
awareness
clinic
Facilitate the
formation of
Taraba State
Shippers
Association
-Articulation
and
developme nt of
framework -Develop
proposal for
the clinic
-Proposal
appraisal
and
submission
for approval
-Implementati
on of the
awareness
clinic
-
Availability of
framework
Availability of
proposal
No of proposal
appraised and
approved
No programmes
implemented
Evidence of
reports and
communiqu
Consultatio ns/meeting
s with
relevant
stakeholder
s
- Follow up
visits
- Reports of
Evidence of
consultations
and meetings
Evidence of
follow up visits
Evidence of
reports of
meeting
-One(1) awareness - Educate and

clinic per
enlighten
quarter
stakeholders
-Submission of
report a week
of
implementation
of awareness
clinic
Area
officer
Quarterl
y
-Formal
- To provide a
inauguration of
platform for
Taraba State by
regular
the first quarter
interaction
of 2017
with shippers
Area
officer
Quarterl
y
32
Inter agency
meetings
meetings
Schedule of
meeting
Circular for
meetings
Relevant
information
Report
Availability of - Three
- To create
schedule of
(3)meetings per
synergy and
meetings
quarter
collaboration
Evidence of
in facilitating
circular of
trade
meeting
Evidence of
relevant
information
Area
officer
Quarterl
y
- Develop an
Cargo Capture
action plan
(identification - Identification
of exportable
of
commodities.)
action plan
- Develop a
template
template for
sourcing data
sourcing
- Evidence of
data
template
- Administer
administered
the template
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
33
Area
Five (5)
officer and
days.
operationa
l officer.
data
Complaints
Handling
/Inquiries
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaint
complaints/
handling
inquiries
-Received
received and
complaints
treated.
-Investigate
complaint
-Feedback on
complaints
- All complaints
acknowledge
with 24 hours
- Investigation
completed
within 48 hours
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
ZC/ AO
Quarterl
y
- Unresolved
complaint
forwarded to
Head Office
within 48 hours.
- Complainant
feedback within
72 hours
-Mediation
meeting within
2 weeks of
completed
investigation

Activities
Input
Key
Performance
Indicators
Planned Targets
34
Expected
Outcome
Who is
Responsi
ble
Time
Frame
Cost effective
management
of quarterly
imprest
- Costing of
- Evidence of
activities of
costing of
project
projects
- Ensure
approval of - Evidence of
expenditure/
every
retirement.
project
Preparation of - Developing an - Evidence of

effective
annual budget
Budget Plan
Budget Plan.
- Quarterly
- Accurate Budget
review of
plan
budget
- Cost effective
budgeting
Compliance
with Financial
Regulation
- Availability of
budget form
completed
budget form
for
approval
budget form
Audit Check
for incurred - Evidence of
Retirement of
expenses
approval
100% costing
- Effective
of all projects
compliance
and activities.
in budget
Retirement of
implementa
expenditure
tion
two weeks
- Creation of
after the
value for
programme/
money
project
Budget plan
- To help the
developed
council to
within the last
plan ahead of
quarter
the coming
preceding the
year
New Year.
- It reduces
80% error free
wastages
budget plan
- It supports in
attaining the
organisation
goal
- Value for
money

approved before
compliance
filling of budget
with Financial
form
Rules and
- Budget form to
Regulations
35
Area
Officer
Annuall
y
Area
officer and
budget
officer
Annuall
y
Area
Officer
Ongoing
imprest
- Countersignin - Evidence of
be filled 30
- Prudence and
g
countersigning
minutes after
accountabilit
- Collection of - Evidence of
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
-
36

Key
Expected
Activities
Input
Performance
Planned Targets
Outcome
Indicators
NSC
- Administering - Availability of
- 2 forms
- Increased
membership
of
completed forms
administered
numbers of
registration
registration
by stakeholders
per quarter
registered
drive.
forms to
- 1 registration
stakeholder
stakeholders - Number of
per quarter
s of NSC
scheduled
visits
- Scheduled
- Increase in
and phone
visitation and
the shippers
contacts
phone
Association
contact
members
Attending to - Sensitization - Access to the
- 5 in a quarter
- Stakeholders
Stakeholders
and
office between
access to
request and
enlightenme
8:00am to
information
enquiries
nt of
4:00pm
and shipping
stakeholders - Requests/enquirie
procedure
s register
Awareness
Scheduled - Number of the -2 clinic in a year - Enlightenment
Clinic
programm
and educate
proposals
e in a
stakeholders
submitted
already
on formal
annually to the
submitted
ways of doing
head office
work plan
business
through
the
to the head
coordinating
office
through
office
the
coordinatin
g office
37
Who is
Responsi
ble
Area
officer
Time
Frame
3
months
Area
officer
Monthly
Area
officer
Quarterl
y
Efficient and
Effective
Collation of
Area Office
KPIs
- Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
development of
KPI collation
- Timely
- Evidence of
KPIs
- Error free KPIs
collation of
collated input
- Monthly/
departmenta
Quarterly KPIs to
l KPIs
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
-
38
Area
Offices
Quarterl
y

Activities
Attending
training and
retraining
programme
Input
- Identify
training
needs
Key
Performance
Indicators
- Evidence of
identified
training needs
- Articulate
- Evidence of
proposals for
proposals for
training
training
- Attend
training
Expected
Outcome
Planned Targets
-
Report
developed and
submitted 7
days after
attendance of
the training.
To improve
knowledge
and skills
- Training needs
identified and
forwarded every
31st January.
Knowledgea
ble
workforce.
Who is
Responsi
ble
All staff
Time
Frame
Ongoing
- Availability of the
report
- Prepare a
report on the
training and
workshop
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
training
report after
- All (100%)
nominated staff
attend training
- Report prepared
and submitted 2
weeks after
39
ZC
Ongoing.
training
- Cascade
training
attended.
- Evidence of
knowledge
transfer
training
- Knowledge
sharing 3 weeks
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (KADUNA AREA OFFICE)

Goal
Objectiv
es


Activities
Input
Key Performance
Indicators
Planned
Targets
40
Expected
Outcome
Who is
Responsi
ble
Time
Frame
Enlightenment
programme
-Scheduled
- Availability of
programme for
proposals
the office and
submitted work - Availability of work
plan and action
plan and strategy
plan
to the Zonal
office.
2
enlighte
nment
per year
Stake
holders
education
and
empowerm
ent
Area
officer and
officer on
ground
Yearly
Area
officer and
officer on
ground
Quarterl
y
- Find a theme and

Topic for the
Seminar
Identification
and
Registration
of Shippers
- Administering of
registration
forms to
prospective
shippers
- Schedule of
visitation and
phone contacts
of stakeholders
Availability of
completed forms
by shippers
Number of
scheduled
visitations and
phone contacts of
stakeholder
Attending to
shippers/stake
-No of complaints,
holders
- Prompt handling of enquiries
enquiries,
shippers
addressed
request and
complaints,
-Accessibility to the
complaints
enquiries and
office
requests .
-Two
- Increase in
shippers
number of
each
shippers
quarter(8 - Increase of
shippers
active
registere
shippers
d (per
association
year)
members.
Complaints,
request and
enquiries to
be handled
within three
days of
receipt
41
Effective
service
delivery to all
stakeholders
Area
officer and
officer on
ground
Yearly
4. Cargo
Capture
(identification
of exportable
commodities.)
- Develop an action - Availability of an

- Action plan - Increased
plan
action plan
developed
knowledge of
- Identification of
January of
exportable
commodity
every year
commodities
- Develop a
- Availability of a
- Template
by
template for
template sourcing
for
stakeholders
sourcing data
data
sourcing
- Administer the
- Evidence of
data
template
template
administered
developed
January of
every year
- Templates
administer
ed
quarterly
- Report
prepared
and
submitted
7 days
after
analysis of
the data
42
Area
Five (5)
officer and
days.
operationa
l officer.
Complaints
Handling
/Inquiries
-Engagement of
- Number of
- All
- Increased
stakeholders on
stakeholder
complaints
stakeholders
complaint
engaged.
acknowled
confidence in
handling
- Number of
ge with 24
the Council
-Received
complaints/
hours
- Customers`
complaints
inquiries received
satisfaction.
- Investigatio
-Investigate
and treated.
n
complaint
completed
-Feedback on
within 48
complaints
hours
- Unresolved
complaint
forwarded
to Head
Office
within 48
hours.
- Complainan
t feedback
within 72
hours
-Mediation
meeting
within 2
weeks of
complete
d
investigat
ion
43
ZC/ AO
Quarterl
y
44

Activities
Costing of all
events.
Quarterly
review of
Budget.
Summing of all
expenses.
Key
Input
Performance
Indicators
- Writing
- Arriving at total
proposals for
expenditure cost
seminar and
for the event.
Expected
Outcome
Planned Targets
Prudent
utilization of
funds going
clinics and
to be
costing.
expanded.
-Taking
- Well costed action -1 once in quarter. - Knowledge of
necessary
plan.
current
steps to
balance for
utilize the
expenditure
budget sub
as per
heading.
budget.
-Summary of
all expenses.
Forwarding of - Collecting
medical refund.
receipts
from the
hospitals.
-Prompt auditing.
Monthly
-Once a quarter.
-Adhere to budget
proposals.
Medical refund
applications
- Quarterly.
45
- Not spending
over the
budget.
- Medical
refunds.
Who is
Responsi
ble
Area
officer and
accountin
g officer.
Time
Frame
Quarterl
y
Area
Annuall
officer and
y
accountin
g officer.
Area
officer and
Accountin
g officer
AO
and
othe
r
staff
Quarterl
y
Quarterl
y.
.
Compliance
with Financial
Regulation
budget form
budget form
for approval
Audit Check
for incurred
Retirement of
expenses
imprest
- Countersignin
g
- Collection of
receipts and
other
relevant
document
- Availability of
completed
approved before
compliance
budget form
filling of budget
with Financial
- Evidence of
form
Rules and
approval
- Budget form to
Regulations
- Evidence of
be filled 30
- Prudence and
countersigning
minutes after
accountabilit
- Evidence of
receipt of
y
receipts and
approval
received
form to be
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
46
Area
Officer
Ongoing

Key
Activities
Input
Performance
Planned Targets
Indicators
Preparation of- All activities - Update
- Record update
monthly/Quart carried out in
information of all
and circulation
erly progress
the Area
activities carried - Activities of
reports
office
out in the Area
the Area office.
office
Zonal
- Incoming and - Memos received
correspondenc
Outgoing
from head office,
es
mails
Area office and
received
within
and handled - Information/circul
ars received and
handled
Staff nominal
roll
Total
number of
all staff in
the Area
office.
General staff
activity carried
out
Expected
Outcome
-
Information
and records
of all
activities
carried out
- Progress
achieved
- Record purpose Area
- Information
officer
dissemination
- Feed back
Keeping records -Entire staff of the - Staff

Area office
productivity
of all staff,
and
performance,
performance,
appraisal and
punctuality
attendance/pun
and
ctuality in the
productivity
Area office
- Attendance to
duty.
47
Who is
Responsi
ble
Area
officer
Area
Officer
Time
Frame
On
going
Weekly
Monthly
Preparation of
KPIs
Efficient and
Effective
Collation of
Area Office
KPIs
- Compilation
of KPIs from
the area
office
Availability of KPI - KPI to be ready

activities for the
one week after
AO
the quarter
- Timely
submission of
KPI
- Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
development of
KPI collation
- Timely
- Evidence of
KPIs
- Error free KPIs
collation of
collated input
- Monthly/
departmenta
Quarterly KPIs to
l KPIs
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
48
AO
Head of
Departme
nts/ Units
Quarterl
y

Activities
Input
Attending in - Receiving
house training
notification
for in house
training from
the ZCNW
Key
Performance
Indicators
- Letters of
notification
Expected
Outcome
Planned Targets
-
Quarterly
Improveme
nt in staff
performanc
e.
Who is
Responsi
ble
AO/all
staff
Time
Frame
1-3
Days
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
training
report after
training
- Training needs
identified and
forwarded every
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
and submitted 2
weeks after
49
Knowledgea
ble
workforce.
ZC
Ongoing.
attended.
- Cascade
training
- Evidence of
knowledge
transfer
training
- Knowledge
sharing 3 weeks
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (KATSINA AREA OFFICE)

Goal
Objectiv
es


Activities
Input
Key Performance
Indicators
Planned
Targets
50
Expected
Outcome
Who is
Responsi
ble
Time
Frame
Enlightenment
programme
-Scheduled
- Availability of
programme for
proposals
the office and
plan and action
plan and strategy
plan
to the Zonal
office.
2
enlighte
nment
per year
Stake
holders
education
and
empowerm
ent
Area
officer and
officer on
ground
Yearly
Area
officer and
officer on
ground
Quarterl
y
- Find a theme and

Topic for the
Seminar
Identification
and
Registration
of Shippers
- Administering of
registration
forms to
prospective
shippers
- Schedule of
visitation and
phone contacts
of stakeholders
Availability of
completed forms
by shippers
Number of
scheduled
visitations and
phone contacts of
stakeholder
Attending to
shippers/stake
-No of complaints,
holders
enquiries,
shippers
addressed
request and
complaints,
complaints
enquiries and
office
requests.
-Two
- Increase in
shippers
number of
each
shippers
shippers
active
registere
shippers
d (per
association
year)
members.
Complaints,
request and
enquiries to
be handled
within three
days of
receipt
51
Effective
service
delivery to all
stakeholders
Area
officer and
officer on
ground
Yearly
4. Cargo
Capture
(identification
of exportable
commodities.)

plan
action plan
developed
knowledge of
- Identification of
January of
exportable
commodity
every year
commodities
- Develop a
- Availability of a
- Template
by
template for
template sourcing
for
stakeholders
sourcing data
data
sourcing
- Administer the
- Evidence of
data
template
template
administered
developed
January of
every year
- Templates
administer
ed
quarterly
- Report
prepared
and
submitted
7 days
after
analysis of
the data
52
Area
Five (5)
officer and
days.
operationa
l officer.
Complaints
Handling
/Inquiries
-Engagement of
- Number of
- All
- Increased
stakeholders on
stakeholder
complaints
stakeholders
complaint
engaged.
acknowled
confidence in
handling
- Number of
ge with 24
the Council
-Received
complaints/
hours
- Customers`
complaints
inquiries received
satisfaction.
- Investigatio
-Investigate
and treated.
n
complaint
completed
-Feedback on
within 48
complaints
hours
- Unresolved
complaint
forwarded
to Head
Office
within 48
hours.
- Complainan
t feedback
within 72
hours
-Mediation
meeting
within 2
weeks of
complete
d
investigat
ion
53
ZC/ AO
Quarterl
y
54

Activities
Costing of all
events.
Quarterly
review of
Budget.
Summing of all
expenses.
Key
Input
Performance
Indicators
- Writing
- Arriving at total
proposals for
expenditure cost
seminar and
for the event.
Expected
Outcome
Planned Targets
Prudent
utilization of
funds going
clinics and
to be
costing.
expanded.
-Taking
necessary
plan.
current
steps to
balance for
utilize the
expenditure
budget sub
as per
heading.
budget.
-Summary of
all expenses.
medical refund.
receipts
from the
hospitals.
-Prompt auditing.
Monthly
-Once a quarter.
-Adhere to budget
proposals.
Medical refund
applications
- Quarterly.
55
- Not spending
over the
budget.
- Medical
refunds.
Who is
Responsi
ble
Area
officer and
accountin
g officer.
Time
Frame
Quarterl
y
Area
Annuall
officer and
y
accountin
g officer.
Area
officer and
Accountin
g officer
AO
and
othe
r
staff
Quarterl
y
Quarterl
y.
.
Compliance
with Financial
Regulation
budget form
budget form
for approval
Audit Check
for incurred
Retirement of
expenses
imprest
- Countersignin
g
- Collection of
receipts and
other
relevant
document
- Availability of
completed
approved before
compliance
budget form
filling of budget
with Financial
- Evidence of
form
Rules and
approval
- Budget form to
Regulations
- Evidence of
be filled 30
- Prudence and
countersigning
minutes after
accountabilit
- Evidence of
receipt of
y
receipts and
approval
received
form to be
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
56
Area
Officer
Ongoing

Key
Activities
Input
Performance
Planned Targets
Indicators
- Record update
information of all
and circulation
erly progress
the Area
activities carried - Activities of
reports
office
out in the Area
the Area office.
office
Zonal
correspondenc
Outgoing
from head office,
es
mails
Area office and
received
within
ars received and
handled
Staff nominal
roll
Total
number of
all staff in
the Area
office.
General staff
activity carried
out
Expected
Outcome
-
Information
and records
of all
activities
carried out
- Progress
achieved
- Information
officer
dissemination
- Feed back

Area office
productivity
of all staff,
and
performance,
performance,
appraisal and
punctuality
attendance/pun
and
ctuality in the
productivity
Area office
- Attendance to
duty.
57
Who is
Responsi
ble
Area
officer
Area
Officer
Time
Frame
On
going
Weekly
Monthly
Preparation of
KPIs
Efficient and
Effective
Collation of
Area Office
KPIs
- Compilation
of KPIs from
the area
office

activities for the
one week after
AO
the quarter
- Timely
submission of
KPI
- Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
development of
KPI collation
- Timely
- Evidence of
KPIs
- Error free KPIs
collation of
collated input
- Monthly/
departmenta
Quarterly KPIs to
l KPIs
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
58
AO
Head of
Departme
nts/ Units
Quarterl
y

Activities
Input
house training
notification
for in house
training from
the ZCNW
Key
Performance
Indicators
- Letters of
notification
Expected
Outcome
Planned Targets
-
Quarterly
Improveme
nt in staff
performanc
e.
Who is
Responsi
ble
AO/all
staff
Time
Frame
1-3
Days
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
training
report after
training
- Training needs
identified and
forwarded every
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
and submitted 2
weeks after
59
Knowledgea
ble
workforce.
ZC
Ongoing.
attended.
- Cascade
training
- Evidence of
knowledge
transfer
training
- Knowledge
sharing 3 weeks
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (SOKOTO AREA OFFICE)

Goal
Objectiv
es


Activities
Input
Key Performance
Indicators
Planned
Targets
60
Expected
Outcome
Who is
Responsi
ble
Time
Frame
Enlightenment
programme
-Scheduled
- Availability of
programme for
proposals
the office and
plan and action
plan and strategy
plan
to the Zonal
office.
2
enlighte
nment
per year
Stake
holders
education
and
empowerm
ent
Area
officer and
officer on
ground
Yearly
Area
officer and
officer on
ground
Quarterl
y
- Find a theme and

Topic for the
Seminar
Identification
and
Registration
of Shippers
- Administering of
registration
forms to
prospective
shippers
- Schedule of
visitation and
phone contacts
of stakeholders
Availability of
completed forms
by shippers
Number of
scheduled
visitations and
phone contacts of
stakeholder
Attending to
shippers/stake
-No of complaints,
holders
enquiries,
shippers
addressed
request and
complaints,
complaints
enquiries and
office
requests.
-Two
- Increase in
shippers
number of
each
shippers
shippers
active
registere
shippers
d (per
association
year)
members.
Complaints,
request and
enquiries to
be handled
within three
days of
receipt
61
Effective
service
delivery to all
stakeholders
Area
officer and
officer on
ground
Yearly

action plan
Cargo Capture
plan
(identification - Identification of
of exportable
commodity
commodities.)
- Develop a
template for
sourcing data
- Administer the
template

developed
knowledge of
January of
exportable
every year
commodities
- Availability of a
- Template
by
template sourcing
for
stakeholders
data
sourcing
- Evidence of
data
template
administered
developed
January of
every year
- Templates
administer
ed
quarterly
- Report
prepared
and
submitted
7 days
after
analysis of
the data
62
Area
Five (5)
officer and
days.
operationa
l officer.
Complaints
Handling
/Inquiries
-Engagement of
- Number of
- All
- Increased
stakeholders on
stakeholder
complaints
stakeholders
complaint
engaged.
acknowled
confidence in
handling
- Number of
ge with 24
the Council
-Received
complaints/
hours
- Customers`
complaints
inquiries received
satisfaction.
- Investigatio
-Investigate
and treated.
n
complaint
completed
-Feedback on
within 48
complaints
hours
- Unresolved
complaint
forwarded
to Head
Office
within 48
hours.
- Complainan
t feedback
within 72
hours
-Mediation
meeting
within 2
weeks of
complete
d
investigat
ion
63
ZC/ AO
Quarterl
y
64

Activities
Costing of all
events.
Quarterly
review of
Budget.
Summing of all
expenses.
Key
Input
Performance
Indicators
- Writing
- Arriving at total
proposals for
expenditure cost
seminar and
for the event.
Expected
Outcome
Planned Targets
Prudent
utilization of
funds going
clinics and
to be
costing.
expanded.
-Taking
necessary
plan.
current
steps to
balance for
utilize the
expenditure
budget sub
as per
heading.
budget.
-Summary of
all expenses.
medical refund.
receipts
from the
hospitals.
-Prompt auditing.
Monthly
-Once a quarter.
-Adhere to budget
proposals.
Medical refund
applications
- Quarterly.
65
- Not spending
over the
budget.
- Medical
refunds.
Who is
Responsi
ble
Area
officer and
accountin
g officer.
Time
Frame
Quarterl
y
Area
Annuall
officer and
y
accountin
g officer.
Area
officer and
Accountin
g officer
AO
and
othe
r
staff
Quarterl
y
Quarterl
y.
.
Compliance
with Financial
Regulation
budget form
budget form
for approval
Audit Check
for incurred
Retirement of
expenses
imprest
- Countersignin
g
- Collection of
receipts and
other
relevant
document
- Availability of
completed
approved before
compliance
budget form
filling of budget
with Financial
- Evidence of
form
Rules and
approval
- Budget form to
Regulations
- Evidence of
be filled 30
- Prudence and
countersigning
minutes after
accountabilit
- Evidence of
receipt of
y
receipts and
approval
received
form to be
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
Area
Officer
Ongoing

Activities
Input
Key
Planned Targets
66
Expected
Who is
Time
Performance
Indicators
information of all
erly progress
the Area
activities carried reports
office
out in the Area
office
Zonal
correspondenc
Outgoing
from head office,
es
mails
Area office and
received
within
ars received and
handled
Staff nominal
roll
Preparation of
KPIs
Total
number of
all staff in
the Area
office.
- Compilation
of KPIs from
the area
Outcome
Record update
and circulation
Activities of
the Area office.
General staff
activity carried
out
Information
and records
of all
activities
carried out
- Progress
achieved
- Information
officer
dissemination
- Feed back

Area office
productivity
of all staff,
and
performance,
performance,
appraisal and
punctuality
attendance/pun
and
ctuality in the
productivity
Area office
- Attendance to
duty.
activities for the
one week after
67
Responsi
ble
Area
officer
- Timely
submission of
Area
Officer
AO
Frame
On
going
Weekly
Monthly
Quarterl
y
office
Efficient and
Effective
Collation of
Area Office
KPIs
AO
the quarter
KPI
- Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
development of
KPI collation
- Timely
- Evidence of
KPIs
- Error free KPIs
collation of
collated input
- Monthly/
departmenta
Quarterly KPIs to
l KPIs
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
68
Head of
Departme
nts/ Units

Activities
Input
house training
notification
for in house
training from
the ZCNW
Key
Performance
Indicators
- Letters of
notification
Expected
Outcome
Planned Targets
-
Quarterly
Improveme
nt in staff
performanc
e.
Who is
Responsi
ble
AO/all
staff
Time
Frame
1-3
Days
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
training
report after
attended.
training
- Training needs
identified and
forwarded every
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
and submitted 2
weeks after
training
69
Knowledgea
ble
workforce.
ZC
Ongoing.
- Cascade
training
- Evidence of
knowledge
transfer
- Knowledge
sharing 3 weeks
after attending
training
ENUGU AREA OFFICE -SAMPLE TEMPLATE FOR DEVELOPING KPIS

Goal
Objectiv
es


Activities
Input
Key
Performance
Indicators
Planned Targets
70
Expected
Outcome
Who is
Responsi
ble
Time
Frame
Effective
- Carry out a
- Availability of
Stakeholders
survey of
proposals.
Enlightenment
stakeholders
problems/ch - Evidence of
approval and
allenges
release of fund.
- Select topic,
- Evidence of
date and
Report and
venue
communiqu
- Initiate
issued at the
seminar
end of program.
proposal on
the
identified
challenges.
Two
enlightenment
seminars per
annum.
Enlightenm
Zonal
ent and
Coordinato
education of r
stakeholder
s
Stakeholder
s
satisfaction.
Last
months
of
second
and
fourth
quarter
s.
(Biannuall
y)
- Forward
proposal for
Mgt.
approval.
Complaints
Handling
/Inquiries
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaints/i
complaints/
nquires
inquiries
handling
received and
-Received
treated.
complaints/i
nquiries
-Investigate
- All complaints
acknowledge
with 24 hours
- Investigation
completed
within 48 hours
- Unresolved
complaint
forwarded to
71
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
AO
Quarterl
y
complaint
-Feedback on
complaints
Facilitate the
Implementation
of Obollo Afor
Truck Transit
Park, Enugu.
-Engagement
with
Stakeholders
-Provide
secretarial
services.
- Identify
Inter Agency
relevant
Collaboration to
government
create synergy
agencies
among
operating in
government
the state.
trade
Engagement
facilitating
with the
agencies.
Effective
engagement
with
identified
agencies
- Engagement
with
stakeholders
Head Office
within 48 hours.
- Complainant
feedback within
72 hours
-Mediation
meeting within
2 weeks of
completed
investigation
Evidence of
-Availability of
- Bringing port
report
within
and shipping
meetings.
2weeks.
activities
Evidence of
-All
stakeholders
closer to the
reports of
participate in
door post of
monitoring and
meeting as
stakeholders
meetings.
scheduled.
in the zone.
-Evidence of
engagement.
-schedule of
meetings.
-Report of the
meetings held
-Number of
meetings held
AO
Ongoing
- Engagement of 2 - Strengthen
stakeholders per
relationship
quarter.
with
stakeholders
and
government
agencies
AO
Quarterl
y
- Two stakeholders - Effective and

meetings per
efficient
AO
On
going
72
Stakeholders
Associations,
/trade groups.
Association
- Availability of
and trade
report of
groups.
meetings.
- Engagement
with Enugu
Airfreight
Stakeholders
Forum
Effective
- Develop
Registration of
action plan
Stakeholders
for:
- Identify
stakeholders
(stakeholder
s drive and
phone
contact)
- Sensitise
stakeholders
-
- Develop an
Cargo Capture
action plan
of exportable
of
commodities.)
-Availability of
report
-Availability of
stakeholders
Register
action plan
- Develop a
template
template for
sourcing data
sourcing
- Evidence of
quarter
service
delivery
- Stakeholders
satisfaction
- Submission report - Create

of quarterly
database of
- Monthly update of
stakeholders
stakeholders
- Increase
register
stakeholders`
- Engagement of
confidence on
10 stakeholders
Council
per quarter.
activities.
AO
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
Area
Five (5)
officer and
days.
operationa
l officer.
73
Ongoing
data
- Administer
the template
Complaints
Handling
/Inquiries
template
administered
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaint
complaints/
handling
inquiries
-Received
received and
complaints
treated.
-Investigate
complaint
-Feedback on
complaints
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
- All complaints
acknowledge
with 24 hours
- Investigation
completed
within 48 hours
- Unresolved
complaint
forwarded to
Head Office
within 48 hours.
- Complainant
feedback within
72 hours
-Mediation
meeting within
2 weeks of
74
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
ZC/ AO
Quarterl
y
completed
investigation
75

Activities
Effective use
of Quarterly
Imprest &
project funds
Input
Key
Performance
Indicators
- Evidence of
costing of
projects
- Costing of
activities/
progs
- Ensure
Approval for - Evidence of
every project
expenditure/
retirement.
Efficient
Management of
Budget
Quarterly
review of
the
budget.
Availability of
budget
performance
report.
Compliance
with Financial
Regulation
- Availability of
budget form
completed
budget form
for approval
budget form
Planned Targets
Expected
Outcome
100% costing
of all
projects /
activities
Retirement of
prog.
Expenditure 2
weeks after
the
programmes
-Review of the
previous
budgeted
activity 7 days
into the new
quarter
-
Efficient
utilizatio
n of
funds
- Creation
of value
for
money
- Effective
complian
ce in
budget
impleme
ntation.
- Cost effective
budgeting

approved before
compliance
filling of budget
with Financial
76
Who is
Responsi
ble
AO
Area
Officer
Time
Frame
Quarterl
y.
Ongoing

form
Rules and
Audit Check
expenses
approval
- Budget form to
Regulations
Retirement of
Countersignin
Evidence
of
be
filled
30
Prudence
and
imprest
g
countersigning
minutes after
accountabilit
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
77

Key
Expected
Activities
Input
Performance
Planned Targets
Outcome
Indicators
-Efficient and
-Timely
- Evidence of action - Development
- Timely
timely
identification
plans
of action plan
execution of
Communicatio of events
3 weeks before
all
Evidence
of
n
-Seek
the event
activities.
Schedules
management
- All (100%)
approval
correspondenc
- Raise relevant
early.
es relating to
memos ahead of
- Timely
the event
the event.
Preparation
should be
of memos
forwarded
2weeks before
the event
Who is
Responsi
ble
AO
Time
Frame
1week
- Efficient and - Opening and - Number of files

Effective
closing of
received and
handling of
files.
treated.
files
- Document
identification - Evidence of
updated of file
and
movement
registration
register
- Appropriate
movement - Evidence of
of files.
treatment of
-
- All (100%) files

- Timely
are treated
treatment of
within 24 hours
file
of receipt.
- To ensure that
- Untreated files
works are
are
coordinated
appropriately
and
communicated
documented.
within 48 hours.
78
AO
Ongoing
files.
Efficient and
Effective
Collation of
Area Office
KPIs
- Put in place
an action
plan for
collation
- Timely
collation of
AO KPIs
- Evidence of a
developed
developed 7
efficient
action plan with
days after the
approach to
timelines
development of
KPI collation
- Evidence of
KPIs
- Error free KPIs
collated input
- Monthly/
Quarterly KPIs to
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request
-
79
AO
quarterl
y
80

Activities
Capacity
Building for
Staff
Key
Input
Performance
Indicators
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
training
- Release staff
for training.
Planned Targets
- Training needs
identified and
forwarded every
31st January.
- Report prepared
and submitted 2
weeks after
training
- Cascade
training
- Knowledge
sharing 3 weeks
after attending
training
- All (100%)
nominated staff
attend training

training
report after
attended.
training
- Evidence of
knowledge
transfer
Expected
Outcome
81
Knowledgea
ble
workforce.
Who is
Responsi
ble
AO
Time
Frame
Ongoing.
ONITSHA AREA OFFICER

Goal
Objectives


Key
Activities
Input
Performance
Planned Targets
Indicators
- Development - Evidence of action - Action plan
ENLIGHTENME
of an action
plan developed
ready 3 weeks
NT
plan
before the
Availability
of
PROGRAMMES
submission of
- Carry out a
proposals.
TO EXPAND
the proposal
survey
of
TRADE
- Two
stakeholders - Evidence of
ACCESSIBILITY
enlightenment
approval and
problems/ch
IN THE
seminars per
release of fund.
allenges
MARITIME
annum.
SECTOR
- Select topic, - Report and
communiqu
82
Expected
Outcome
-
Enlightenm
ent and
education of
stakeholder
s
Stakeholder
s
satisfaction.
Who is
Responsi
ble
Area
Officer
Time
Frame
BiAnnuall
y
date and
venue
issued at the
end of program.
- Initiate
seminar
proposal on
the
identified
challenges.
- Forward
proposal for
Management
approval.
ADDRESSING
of
stakeholders
STAKEHOLDER
stakeholder
engaged.
S
s on
COMPLAINTS/E
complaint - Number of
NQUIRIES
handling
complaints/
-Processing of
inquiries
received
received and
complaints/
treated.
enquiries
-Preliminary
Investigatio
n of
complaints
-Feed back on
complaints
-All complaints
- Increased
acknowledged
stakeholders
within 24hours
confidence in
-Investigation
the Council
completed
- Customers`
within 48hours
satisfaction.
-Unresolved
complaint
forwarded to
Head Office
within 48hours
-Mediation
meeting within
2weeks of
completed
investigation.
83
Area
Officer
Quarterl
y
EFFECTIVE
REGISTRATION
OF
STAKEHOLDERS
EFFECTIVE
INTER AGENCY
COLLABORATIO
N
EFFECTIVE
ENGAGEMENT
WITH SHIPPERS
ASSOCIATIONS/
TRADE
GROUPS/Chamb
er of
Commerce.
-Identify
stakeholders
-Sensitize the
stakeholders.
-Administer
registration
forms
-collation of
registration
forms
Identify
(relevant)
government
agencies
operating in
the state.
Engagement
with the
identified
agencies
Engagement
with
shippers
Association
and trade
groups.
-Number of
stakeholders
identified
Availability of
stakeholders
registers.
Availability of
report
-Evidence of
engagement.
-Number of
meeting held.
-Engagement of
10
stakeholders,
per quarter.
- Engagement of
two (2)
government
Agency per
quarter.
- Create data
base of
stakeholders
in the Area
Office
- To increase
stakeholders
confidence on
councils
activities.
- Strengthen
relationship
with the
government
agencies
Area
Officer
Quarterl
y
Area
Officer
Quarterl
y
Area
Officer
Quarterl
y
-Report of the
meetings held
-Number of
meetings held
-Report of
meetings held

meetings per
efficient
quarter(Executiv
service
e & General
delivery
- Stakeholders
meeting)
satisfaction
84
- Develop an
Cargo Capture
action plan
of exportable
of
commodities.)
action plan
- Develop a
template
template for
sourcing data
sourcing
- Evidence of
data
template
- Administer
administered
the template
Complaints
Handling
/Inquiries
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaint
complaints/
handling
inquiries
-Received
received and
complaints
treated.
-Investigate
complaint
-Feedback on
complaints
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
Area
Five (5)
officer and
days.
operationa
l officer.
- All complaints
acknowledge
with 24 hours
ZC/ AO
- Investigation
completed
within 48 hours
- Unresolved
complaint
forwarded to
Head Office
within 48 hours.
85
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
Quarterl
y
- Complainant
feedback within
72 hours
-Mediation
meeting within
2 weeks of
completed
investigation
86

Activities
Effective use
of Quarterly
Imprest &
project funds
Efficient
Management
of Budget
Key
Input
Performance
Indicators
- Costing of
- Evidence of
activities/
costing of
programmes
projects
- Ensure
every project
expenditure/
retirement.
-Quarterly
- Availability of
review of
budget
the budget
performance
report
Compliance
with Financial
Regulation
- Availability of
budget
form
completed
budget form
for approval
budget form
Audit Check
Planned Targets
Expected
Outcome
100% costing
of all
projects /
activities
Retirement of
project fund,
two (2) weeks
after the
programmes.
-Review of the
previous
budgeted
activity, 7 days
into the new
quarter.
Efficient
utilizatio
n of
funds
- Creation
of value
for
money
- Effective
complian
ce &
budget
impleme
ntation.
- Cost effective
budgeting

approved before
compliance
filling of budget
with Financial
form
Rules and
87
Who is
Responsi
ble
Area
Officer
Quarterl
y.
Area
Officer
Quarterl
y
Area
Officer
Ongoing
Time
Frame
expenses
approval
- Budget form to
Regulations
Retirement of
be filled 30
- Prudence and
imprest
g
countersigning
minutes after
accountabilit
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
88

Activities
-EFFICIENT
AND TIMELY
COMMUNICATI
ON/
-
Key
Expected
Input
Performance
Planned Targets
Outcome
Indicators
Timely
- Evidence of action - Development
- Timely
identification
plans developed
of action plan
execution of
of events
3 weeks before
all
Evidence
of
Timely
the event
activities.
Schedules
Preparation
- All
of memos
correspondenc
Seek
es relating to
management
the event
s approval
should be
early.
forwarded two (2)weeks
before the
event
EFFICIENT /
EFFECTIVE
- Putting in
COLLATION OF place an
AREA OFFICE
action for
KPI
collation.
- Timely
collection of
departments
KPIS
Evidence of a
developed action
plan with
timeliness
Evidence of
collated input.
Action plan to be
developed 7 days
after the
development of
KPIS
- Monthly /
quarterly KPI to
be collated
-All (100%) KPIs
collated to be
quality assured.
89
Who is
Responsi
ble
Area
Officer
Effective/
Area
efficient
Officer
approach to KPI
collation.
-Error free
KPIS
-Timely
collation of
KPIS
Time
Frame
2weeks
EFFICIENT
- Opening and - Number of files
HANDLING OF
closing of
received and
FILES
files.
treated
- Document
- Updating
identification
movement of
/ registration
the files
- Appropriate - Evidence of
movement
treatment
of file
- All (100%)
collated KPIS
should be
submitted 7 days
after request.
- All files treated
- Timely
Area
within 24hours
treatment of
Officer
of receipt.
files
- Untreated files
- To ensure that
are
jobs are cocommunicated
ordinated and
within 48hours
documented
90
On
going

Activities
Capacity
Building of
Staff
Input
- Identify
training
need for
staff
- Nominate
staff for
training
- Release staff
for training.
Key
Performance
Indicators
- Number of
training need
identified
Expected
Outcome
Planned Targets
-
- Number of staff
released for
training
To ensure
capacity
building of our
workforce.
- Number of staff
trained.
- Report of the
training
attended.
-
91
To have an
effective &
efficient
workforce.
Who is
Responsi
ble
Area
Officer
Time
Frame
Ongoing.
SOUTH- SOUTH CALABAR AREA OFFICE 2017 KPI

Goal
Objectiv
es


Activities
Input
- Designate
PORT
officers to
ACTIVITIES:
attend
meetings
NPA daily
berthing
committe - Collection of
Key
Performance
Indicators
- Evidence of
attendance
- Availability of
bulletin
Planned Targets
Expected
Outcome
- Officer to attend - Effective and

all (100%) of
reliable data
meetings
- Effective
- Bulletin
knowledge of
submitted on a
shipping
92
Who is
Responsi
ble
Calabar
Area
Officer
Time
Frame
continu
ous
e
meetings
daily
shipping
position
bulletin
- Availability of
report
- Prepare report
daily basis by
the officer
trends
- Report of
meetings to be
ready on daily
basis
- Collated data on
shipping
position to be
forwarded to the
head office
within 5 days
-Designate
- Evidence of
Monthly Port
officers to
attendance of
Meetings:
attend
the meeting
meetings
Shipping
-Prepare report - Availability of
trade
of meeting
report on
group
meetings
meetings
attended
NPA Port
working
committe
e
meeting
Voyage
meeting
- All (100%)
meeting
attended by
designated
officer
- Report to be
ready two days
after meeting
93
- Ensure fair
Calabar
trade practice Area
Officer
Monthly
basis
Port
Consulta
tive
Council
meeting
Port
security
meeting
Port Monitoring
and Evaluation
Complaints
Handling
/Inquiries
-Prepare
action plan
- Designate
officers for
M&E
- Schedule
visit
- Send out
notices
- embark on
M&E
- prepare
report
-Engagement
of
stakeholder
s on
complaint
handling
-Received
complaints
-Investigate
Availability of
action plan
Evidence of
attendance
Evidence of
notice of
meeting
Availability of
report
- Number of
stakeholder
engaged.
- Number of
complaints/
inquiries
received and
treated.
-Action plan to be - Ensuring

ready by end of
compliance
January 2017
to Standard
-Notice of M&E
Operating
visit to be sent
Procedures
out a week
before
embarking on
M&E
-Report to be
ready one week
after M&E
- All complaints
acknowledge
with 24 hours
- Investigation
completed
within 48 hours
- Unresolved
complaint
94
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
CalabarAr
ea Officer
quarterl
y
Calabar
Area
Officer
Quarterl
y
complaint
-Feedback on
complaints
forwarded to
Head Office
within 48 hours.
- Complainant
feedback within
72 hours
Stakeholders
enlightenment
and workshop
- Identify
problem
areas and
issues as
effecting the
shipping
industry
- Articulate
relevant
seminar
theme and
topics
- Prepare
seminar
proposal
- Secure
approval
and release
of funds
-Availability of
identified
problem
areas/issues
-Availability of
seminar theme
and topics
Availability of
proposal
-Mediation
meeting within
2 weeks of
completed
investigation
- Identify problem - Create
areas/issues 3
awareness
weeks before
and
articulating
enlightenmen
seminar theme
t among
and topic
stakeholders
on topical
-Research and
issues and
develop seminar
challenges in
theme and topics
shipping
1 week before
industry
preparation of
proposal
-Develop proposal
1 week before
seeking approval
and release of
95
Calabar
Area
Officer
One
quarterl
y
from head
office
- Arrange
necessary
logistics(eg
invitation to
stakeholders
and resource
persons etc)
- Host the
seminar
- Prepare the
communique
and report
funds
-availability of
approval and
release of funds
-Availability of
invitation letters
-Availability of
communique
issued
-Availability of
report
-Funds must be
release 2 weeks
before hosting
the seminar
-Send out
invitation letters
2 weeks before
the seminar
-Communique to
be sent to
stakeholders
within 1 week of
the seminar
-Report to be
ready 2 weeks
after the seminar
Stakeholders
- Source for
Consultation/NS
stakeholders
C registration
contacts
- Visit to
identified
genuine
stakeholders
-Availability of
stakeholders
contacts
-Availability of
reports of
-5 stakeholders to - Better
be identified
enlightened
within a quarter
stakeholders
on NSC
-Report to be
activities
ready within 1
96
Calabar
Area
Officer
Ongoing
- Administer
registration
forms
- Completion of
confidential
reports
forms
- Send
completed
forms to
head office
meetings
- number of
registration
forms
administered
-evidence of
confidential
forms issued
-number of
certificates
issued from the
head office.
Cargo Capture - Develop an

(identification
action plan
action plan
of exportable
- Identification
commodities.)
of
commodity
- Develop a
- Availability of a
template
week of visit
- Increased
confidence of
stakeholders.
- Confidential
report on
stakeholder to
be ready 24
hour after
submission of
registration
form
-Submission of
completed form
to head office 24
hour after
completion of
confidential
report.
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
97
Area
Five (5)
officer and
days.
operationa
l officer.
template for
sourcing data
sourcing
- Evidence of
data
template
- Administer
administered
the template
sourcing data
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
98
stakeholders

Activities
Input
Preparation of - Action memo

for budget
Budget
Key
Performance
Indicators
- Availability of call
circular
preparation
- Develop
activity Plan
- Input from all
units
- Collation of
inputs
- Defence of
submission by all units
- Production of
draft budget -
Planned Targets
-
Availability of
activity plan
Availability of
input from all
units
Evidence of
defence
Expected
Outcome
Availability of
draft budget
-
Budget
preparation
process to
commence
immediately
after receipt of
call circular
from head
office
Activity Plan to
be ready one
month before
commenceme
nt of budget
preparation
Inputs from all
units to be
received 3
weeks
collation of
inputs
Budget
defence to be
held one week
before
production of
draft budget
99
To ensure
production
of
implementa
ble draft
budget for
the office.
Who is
Responsi
ble
Calabar
Area
Officer
Time
Frame
One
month
from
receipt
Budget
performance
monitoring and
Evaluation
-Preparation
of Vote book
- Preparation
of budget
register
- Preparation
of Variance
analysis
- Preparation
of Budget
performance
report
Draft budget
to be ready 2
weeks after
defence
-Availability of
vote book
-Availability of
budget register
-Evidence of
variance analysis
-Availability of
budget
performance
report
Compliance
with Financial
Regulation
- Availability of
budget form
completed
budget form
-Vote book to be
- To ensure that
available by
spending is
last day of the
within the
quarter
budget limit
-Budget register to
be available by
last day of the
quarter
-Variance analysis
to be carried
out two days
after the
quarter
-Budget
performance
report to be
ready one week
after the
quarter

approved before
compliance
100
Calabar
Area
Officer
Area
quarterl
y
On-
Audit Check
Retirement of
imprest
for approval
budget form
filling of budget
with Financial
form
Rules and
expenses
approval
- Budget form to
Regulations
be filled 30
- Prudence and
g
countersigning
minutes after
accountabilit
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
101
Officer
going

Activities
Preparation of Area Office
progress
report
-
Monitoring
and
evaluation of activities of
Staff in Warri
office
-
Key
Expected
Input
Performance
Planned Targets
Outcome
Indicators
Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
preparation of
progress
Timely
- Evidence of
activity plan
report
collation of
collated input
- Quarterly
collation
coordinating
progress report - Error free
office
to be collated by
progress
progress
end of the
report
report
quarter
- All (100%)
progress report
collated to be
- Timely
quality assured
Collation of
- All (100%)
progress
collated
report
progress report
should be
submitted within
7 days after
request
Develop
- Availability of
- Implement action - To ensure
action plan
action plan
plan first week
efficiency and
Prepare
- Evidence of
of every quarter
effectiveness
logistics for
logistics in place - All actions to be
of the Area
the visit
- Evidence of
implemented
offices
Circulars to
circular
two weeks
102
Who is
Responsi
ble
Calabar
Area
Officer
Calabar
Area
Officer
Time
Frame
quarterl
y
quarterl
y
Area offices - Availability of

- Prepare report
report
of
monitoring
exercise
Efficient and
Effective
Collation of
Area Office
KPIs
- Put in place
- Evidence of a
an action
developed
plan for
action plan with
collation
timelines
- Timely
- Evidence of
collation of
collated input
coordinating
and Area
office KPIs
-
before
monitoring
exercise
Report to be
ready one week
after visit
Action plan to be - Effective and
developed 7
efficient
days after the
approach to
development of
KPI collation
KPIs
- Error free KPIs
Monthly/
Quarterly KPIs to
be collated
All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
All (100%)
collated KPIs
should be
submitted 7
days after
request
103
Calabar
Area
Officer
quarterl
y
104

Activities
Capacity
Building for
Staff
Key
Input
Performance
Indicators
and
training need
forwarding
raised
training
need for
staff
- Number of staff
- Release staff
for training.
released for
training
Planned Targets
- Training needs
identified and
forwarded every
31st January.
- All (100%)
nominated staff
attend training

training
report after
attended.
training
- Report prepared
and submitted 2
weeks after
training
- Cascade
training
- Knowledge
sharing 3 weeks
after attending
training
- Evidence of
knowledge
transfer
Expected
Outcome
105
Knowledgea
ble
workforce.
Who is
Responsi
ble
Calabar
Area
Officer
Time
Frame
Ongoing.
WARRI AREA OFFICE 2017 KPIS

Goal
Objectiv Ensure equity in service delivery
es

Activities
Input
- Designate
officers to
attend
PORT
ACTIVITIES:
NPA daily
berthing - Collection of
daily
committe
shipping
e
position
Key
Performance
Indicators
Expected
Outcome
Planned Targets
Evidence of
attendance
- Availability of
bulletin
-
-Officer
attending
meeting be
informed a day
before
meeting
Bulletin
106
Effective
and reliable
data
Who is
Responsible
Warri Area
Officer
Ti
me
Fra
me
con
tinu
ous
meetings
bulletin
- Prepare report
- Availability of
report
-Designate
- Evidence of
Monthly Port
officers to
attendance
Meetings:
attend
Shipping -Prepare report - Availability of
of meeting
report
trade
group
meetings
NPA Port
working
committe
e
meeting
Voyage
meeting
Port
Consulta
tive
Council
meeting
Port
security
meeting
-Prepare
Availability of
submitted on a
daily basis
-
Report to be
ready on a
daily basis
Officer
- Providing fair
Warri Area
attending
trade practice Officer
meeting be
informed a day
before
meeting
Report to be
ready two
days after
meeting
-Action plan to be - Ensuring

107
Warri Area
Mon
thl
y
ba
sis
qua
Port Monitoring
and Evaluation
Handling of
Stakeholders
complaints/enq
uiries/request
action plan
- Designate
officers for
M&E
- Schedule
visit
- Send out
notices
- embark on
M&E
- prepare
report
Receive and
acknowledg
e receipt of
complaints,
enquiries
and request
Investigate
issues
involved
Call for
meeting if
need be
Write report
of findings
If necessary
refer to head
office for
further
necessary
action
action plan
Evidence of
attendance
Evidence of
notice of
meeting
Availability of
report
ready by end of
January 2017
-Notice of M&E
visit to be sent
out a week
before
embarking on
M&E
-Report to be
ready one week
after M&E
compliance
to Standard
Operating
Procedures
-Evidence of
- To acknowledge - Reduction of
receipt and
receipt within
trade dispute
acknowledgeme
24 hours
amongst
To
commence
and
nt
stakeholders
conclude
- Effective
-evidence of
investigation to
service
meeting
be concluded
delivery,
within 7 days
- availability of
from receipt.
report
- Report to be
ready 2 days
after
investigation
108
Officer
rter
ly
Warri Area
Officer
Ongo
in
g
Stakeholders
enlightenment
and workshop
- Identify
problem
areas and
issues as
effecting the
shipping
industry
- Articulate
relevant
seminar
theme and
topics
- Prepare
seminar
proposal
- Secure
approval
and release
of funds
from head
office
- Arrange
necessary
logistics
(e.g.
invitation to
stakeholders
and resource
persons etc.)
- Host the
seminar
- Prepare the
-Availability of
identified
problem
areas/issues
-Availability of
seminar theme
and topics
Availability of
proposal
-availability of
approval and
release of funds
- Identify problem - Create

areas/issues 3
awareness
weeks before
and
articulating
enlightenmen
seminar theme
t among
and topic
stakeholders
on topical
-Research and
issues and
develop seminar
challenges in
theme and topics
shipping
1 week before
industry
preparation of
proposal
-Develop proposal
1 week before
seeking approval
and release of
funds
-Availability of
invitation letters
-Funds must be
release 2 weeks
before hosting
the seminar
-Availability of
communiqu
issued
-Send out
invitation letters
2 weeks before
109
Warri Area
Officer
O
ne
qua
rt
erl
y
communiqu -Availability of
and report
report
the seminar
-Communiqu to
be sent to
stakeholders
within 1 week of
the seminar
-Report to be
ready 2 weeks
after the seminar
Stakeholders
- Source for
Consultation/NS
stakeholders
C registration
contacts
- Visit to
identified
genuine
stakeholders
- Administer
registration
forms
- Completion of
confidential
reports
forms
- Send
completed
forms to
-Availability of
stakeholders
contacts
-Availability of
reports of
meetings
- number of
registration
forms
administered
-evidence of
confidential
forms issued
-5 stakeholders to - Better
be identified
enlightened
within a quarter
stakeholders
on NSC
-Report to be
activities
ready within 1 - Increased
week of visit
confidence of
stakeholders.
- Confidential
report on
stakeholder to
be ready 24
hour after
submission of
110
Warri Area
Officer
Ongo
in
g
head office
-number of
certificates
issued from the
head office.
- Develop an
Cargo Capture
action plan
of exportable
of
commodities.)
action plan
- Develop a
template
template for
sourcing data
sourcing
- Evidence of
data
template
- Administer
administered
the template
registration
form
-Submission of
completed form
to head office 24
hour after
completion of
confidential
report.
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
111
Area officer
and
operational
officer.
Five
(5
)
da
ys
.
analysis of the
data
Complaints
Handling
/Inquiries
of
stakeholder
stakeholder
engaged.
s on
- Number of
complaint
complaints/
handling
inquiries
-Received
received and
complaints
treated.
-Investigate
complaint
-Feedback on
complaints
- All complaints
acknowledge
with 24 hours
- Investigation
completed
within 48 hours
- Unresolved
complaint
forwarded to
Head Office
within 48 hours.
- Complainant
feedback within
72 hours
-Mediation
meeting within
2 weeks of
completed
investigation
112
- Increased
stakeholders
confidence in
the Council
- Customers`
satisfaction.
ZC/ AO
Qua
rt
erl
y

Activities
Input
Preparation of - Call circular

from head
Budget
Key
Performance
Indicators
- Availability of call
circular
office
- Activity Plan
- Availability of
- Input from all
activity plan
units
- Collation of
- Availability of
inputs
input from all
- Defence of
units
submission by
all units
- Evidence of
- Production of
defence
draft budget
Expected
Outcome
Planned Targets
-
- Availability of
draft budget
Budget
preparation
process to
commence
immediately
after receipt of
call circular
from head
office
Activity Plan to
be ready one
month before
commenceme
nt of budget
preparation
Inputs from all
units to be
received 3
weeks of
collation of
inputs
Budget
defence to be
held one week
before
production of
draft budget
113
To ensure
production
of
implementa
ble draft
budget for
the office.
Who is
Responsi
ble
Warri Area
Officer
Time
Frame
One
month
from
receipt
Completion of
budget form
Quarterly
Budget
performance
monitoring and
Evaluation
-Approval for
incurring
expenses
-Budget form
-Budget subheads
- Budget
register
-countersignin
g
- availability of
approval
- Availability of
budget form.
- Availability of
budget register
- Evidence of
countersigning
-Vote book
-budget
register
-Variance
analysis
-Budget
performance
report
-Availability of
vote book
-Availability of
budget register
-Evidence of
variance analysis
Draft budget
to be ready 2
weeks after
defence
-Memo must be
- To ensure
approved
prudence and
before filling of
accountabilit
budget form
y
-Budget form to
be filled 30
minutes after
receipt of
approval
-Budget register to
be updated
immediately
after filling of
budget form
-Budget form must
be
countersigned
before any
payment
-Vote book to be
- To ensure that
available by
spending is
last day of the
within the
quarter
budget limit
-Budget register to
be available by
last day of the
quarter
-Variance analysis
114
Warri Area
Officer
Two
hours
Zonal
coordinato
r
quarterl
y
-Availability of
budget
performance
report
Retirement of
imprest and
projects
expenses
- Payment
vouchers
- Collation of
vouchers
-covering
memo to
head office
-Availability of
payment
vouchers
-Evidence of
collation
Availability of
covering memo
Compliance
with Financial
Regulation
- Availability of
budget form
completed
budget form
for
approval
budget form
Audit Check
to be carried
out two days
after the
quarter
-Budget
performance
report to be
ready one week
after the
quarter
- Payment voucher - To ensure
to be available 2
accountability
days before
and
commencement
compliance to
of retirement
financial
- All vouchers to be
regulations
collated by end
of the month
- Covering memo
to be sent to
head office 5
days after the
month

approved before
compliance
filling of budget
with Financial
115
Warri Area
Officer
Area
Officer
Monthly
Ongoing
Retirement of
imprest

form
Rules and
expenses
approval
- Budget form to
Regulations
be filled 30
- Prudence and
g
countersigning
minutes after
accountabilit
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
116

Activities
Quarterly
preparation of
progress
report
-
Efficient and
Effective
Collation of
Area Office
KPIs
Key
Expected
Input
Performance
Planned Targets
Outcome
Indicators
Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
preparation of
progress
Timely
- Evidence of
activity plan
report
collation of
collated input
- Quarterly
collation
coordinating
progress report - Error free
office
to be collated by
progress
progress
end of the
report
report
quarter
- All (100%)
progress report
collated to be
- Timely
quality assured
Collation of
- All (100%)
progress
collated
report
progress report
should be
submitted 7
days after
request.
Put in place
- Evidence of a
an action
developed
developed 7
efficient
plan for
action plan with
days after the
approach to
collation
timelines
development of
KPI collation
Timely
- Evidence of
KPIs
- Error free KPIs
collation of
collated input
- Monthly/
117
Who is
Responsi
ble
Warri Area
Officer
quarterl
y
Warri Area
Office
quarterl
y
Time
Frame
coordinating
and Area
office KPIs
Quarterly KPIs to
be collated
- All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
- All (100%)
collated KPIs
should be
submitted 7
days after
request

Activities
Input
Research on
- Identify
topical issues
research
topic
- Carry out
preliminary
study on
topic
Key
Performance
Indicators
- Evidence of
research topics
- Evidence of
preliminary
study
- Send research
topic to
- Evidence of
head office
approval/release
for approval
of funds from
head office
- Provide
logistics
- Availability of
Expected
Outcome
Planned Targets
-
Research
topics to be
identified one
month before
carrying out
preliminary
study
Preliminary
study to be
concluded 1
week before
seeking
approval
Secure
approval 2
weeks before
118
Proffer
solution to
identified
problems
Who is
Responsi
ble
Warri Area
Officer
Time
Frame
annuall
y
logistics
- Collate
research
materials
-Availability of
materials
- Carry out
research
- Preparation of
research
report
Capacity
Building for
Staff
-Availability of
research report
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
training
report after
attended.
training
commenceme
nt of research
- Put logistics in
place 1 week
before
commenceme
nt of research
- All materials
collated 1
week before
commenceme
nt of research
- Research
report to be
ready 1 month
after research.
- Training needs
identified and
forwarded every
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
and submitted 2
weeks after
training
- Knowledge
sharing 3 weeks
119
Knowledgea
ble
workforce.
ZC
Ongoing.
- Cascade
training
- Evidence of
knowledge
transfer
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (Akure Area Office)

Goal
Objectiv
es
Sustain standard in other support compliance and effective regulation

To expand trade accessibility in the maritime sector
To ensure equity in service delivery
Increase Economic growth
Facilitate efficiency and effectiveness for organisational development

Activities
Stakeholders
Enlightenment
Input
- Develop and
action plan
Key
Performance
Indicators
- Number of
proposals.
-Carry out a - Availability of

survey of
proposal
stakeholders
Expected
Outcome
Planned Targets
-
Two
enlightenment
seminars per
annum.
Proposal
prepared 7
120
Enlightenm
ent and
education of
stakeholder
s
Stakeholder
Who is
Responsi
ble
AO
Time
Frame
Last
months
of
second
and
fourth
allenges
- Select topic,
date and
venue
- Initiate
seminar
proposal on
the
identified
challenges.
approval and
release of fund.
- Report and
communiqu
issued at the
end of program.
days before
event
Action plan
ready 3 weeks
before
submission
s
satisfaction.
Increased
stakeholder
s
accessibility
to the NSC
and Trade.
quarter
s.
- Forward
proposal for
Mgt.
approval.
Complaints
Handling
/Inquiries
-Develop an
- Number of
action plan.
stakeholder
-Engagement
engaged.
of
- Number of
stakeholder
complaints/
s
inquiries
complaints.
received and
-Received
treated.
complaints
-Investigate
complaint
-Feedback on
complaints
-All complaints
- Increased
acknowledged
stakeholders
within 24hours,
confidence in
-Investigation
the Council
completed
- Customers`
within 48hours
satisfaction.
-Unresolved
complaint
forwarded to
Head Office
within 48hours
-Complaint
feedback within
72hours
-Mediation
121
AO
Quarterl
y
- Identify
Inter Agency
(relevant)
Collaboration to
government
create synergy
agencies
among
operating in
government
the state.
trade
Engagement
facilitating
with the
agencies.
identified
agencies
Effective
- Engagement
engagement
with
with
stakeholders
Stakeholders
Association
Associations/tra
and trade
de
groups.
groups/Chambe
-Evidence of
engagement.
-Schedule of
meeting held.
-Report of the
meetings held
-Number of
meetings held
- Availability of
report of
meetings.
rs of commerce
Cargo Capture
(identification
of exportable
commodities.)
- Develop an
action plan
action plan
- Identification
of
- Develop a
template
template for
sourcing data
sourcing
- Evidence of
data
template
meeting within
2weeks of
completed
investigation
request
stakeholders per
relationship
quarter.
with
stakeholders
and
government
agencies

meetings per
efficient
quarter
service
delivery
- Stakeholders
satisfaction
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
January of every
122
AO
Quarterl
y
AO
On
going
Area
Five (5)
officer and
days.
operationa
l officer.
- Administer
the template
administered
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
123

Activities
Effective use
of Quarterly
Imprest &
project funds
Key
Input
Performance
Indicators
- Costing of
- Evidence of
activities/
costing of
programmes
projects
- Ensure
every project
expenditure/
retirement.
Effective
-Quarterly
Preparation of
review of
budget
Annual Budget
the budget
performance
report
Compliance
with Financial
Regulation
- Availability of
budget
form
completed
budget form
for approval
budget form
Audit Check
Planned Targets
Expected
Outcome
100% costing
of all
projects /
activities
Retirement of
programme.
Expenditure 2
weeks after
the
programmes
-Review of the
previous
budgeted
activities 7
days into the
new quarter
Efficient
utilizatio
n of
funds
- Creation
of value
for
money
- Effective
complian
ce in
budget
impleme
ntation.
- Knowledge of
the
expenditure
- Cost effective
budgeting

approved before
compliance
filling of budget
with Financial
form
Rules and
124
Who is
Responsi
ble
AO
AO
Area
Officer
Time
Frame
Quarterl
y.
Quarterl
y
Ongoing
expenses
approval
- Budget form to
Regulations
Retirement of
be filled 30
- Prudence and
imprest
g
countersigning
minutes after
accountabilit
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
125

Key
Activities
Input
Performance
Indicators
Preparation of- Collation of all - Evidence of all
Quarterly
activities
activities
Progress
within the
collated
Reports
quarter
- develop
quarterly
progress
report
Planned Targets
- All activities
- Inform
within the
Management
quarter collated
of the
2 days after the
activities in
quarter
the zones
- Put in place
an action
plan for
collation
- Timely
collation of
Who is
Responsi
ble
Area
Officer
Quarterl
y
Area
Officer
Ongoing
Area
Offices
Quarter
Time
Frame
- Evidence of
- Quarterly report
quarterly report
developed and
submitted 1
week after the
quarter
Managing
- Documentatio - Evidence of
Corresponden
n of all
register of all
ces
received
received mails
mails
- Responding to - Evidence of file
all received
copies of mails
mails
handled
Efficient and
Effective
Collation of
Area Office
KPIs
Expected
Outcome
- All received mails - Ensure prompt

documented
service
within 10
delivery
minutes
- All mails received - Improve the
responded to
turnaround
within 48 hours
time of
communicati
on
- Evidence of a
developed
developed 7
efficient
action plan with
days after the
approach to
timelines
development of
KPI collation
- Evidence of
KPIs
- Error free KPIs
collated input
- Monthly/
126
departmenta
l KPIs
-

effective
closing of
received and
handling of
files.
treated.
files
- Document
identification - Updating of file
movement
and
register
registration,
movement
treatment.
of files.
Quarterly KPIs to
be collated
All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
All (100%)
collated KPIs
should be
submitted 7
days after
request
All files are
- Timely
treated within
treatment of
24 hours of
file
receipt.
- To ensure that
Untreated files
works are
are
coordinated
appropriately
and
communicated
documented.
within 48 hours.
127
AO
Ongoing

Activities
Input
Attending
- Prepare a
training/works
brief/report
hop
on the
training and
workshop
Key
Performance
Indicators
brief/report
Coaching
- Identifying
- Availability of a
needs
report on their
assessment
need
of their
assessment
capacity
deficiency
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
- Report of the
Expected
Outcome
Planned Targets
-
Report
developed 7
days after
attendance of
the training.
To improve
knowledge
and skills
-Capacity needs
- To support
report
knowledge
developed
sharing and
st
within the 1
succession
quarter of the
area Officer
year
-All subordinate
(100%)
coached on
areas of
deficiency
- Training needs
- Knowledgea
identified and
ble
forwarded every
workforce.
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
128
Who is
Responsi
ble
Individual
Officers
Ongoing
Individual
Officers
Ongoing
ZC
Ongoing.
Time
Frame
- Preparation of
report after
training
- Cascade
training
training
attended.
- Evidence of
knowledge
transfer
and submitted 2
weeks after
training
- Knowledge
sharing 3 weeks
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (Ekiti Area Office)

Goal
Objectiv
es


Activities
Input
Key
Performance
Indicators
Planned Targets
129
Expected
Outcome
Who is
Responsi
ble
Time
Frame
Stakeholders
Enlightenment
- Develop and
action plan
- Number of
proposals.

survey of
proposal
stakeholders
approval and
allenges
release of fund.
- Select topic,
- Report and
date and
communiqu
venue
issued at the
- Initiate
end of program.
seminar
proposal on
the
identified
challenges.
Two
enlightenment
seminars per
annum.
Proposal
prepared 7
days before
event
Action plan
ready 3 weeks
before
submission
Enlightenm
AO
ent and
education of
stakeholder
s
Stakeholder
s
satisfaction.
Increased
stakeholder
s
accessibility
to the NSC
and Trade.
Last
months
of
second
and
fourth
quarter
s.
- Forward
proposal for
Mgt.
approval.
Complaints
Handling
/Inquiries
-Develop an
- Number of
action plan.
stakeholder
-Engagement
engaged.
of
- Number of
stakeholder
complaints/
s
inquiries
complaints.
received and
-Received
treated.
-All complaints
- Increased
acknowledged
stakeholders
within 24hours,
confidence in
-Investigation
the Council
completed
- Customers`
within 48hours
satisfaction.
-Unresolved
complaint
130
AO
Quarterl
y
complaints
-Investigate
complaint
-Feedback on
complaints
- Identify
Inter Agency
(relevant)
Collaboration to
government
create synergy
agencies
among
operating in
government
the state.
trade
- Engagement
facilitating
with the
agencies.
identified
agencies
Effective
- Engagement
engagement
with
with
stakeholders
Stakeholders
Association
Associations/tra
and trade
de
groups.
groups/Chambe
rs of commerce
-Evidence of
engagement.
-Schedule of
meeting held.
-Report of the
meetings held
-Number of
meetings held
- Availability of
report of
meetings.
forwarded to
Head Office
within 48hours
-Complaint
feedback within
72hours
-Mediation
meeting within
2weeks of
completed
investigation
request
stakeholders per
relationship
quarter.
with
stakeholders
and
government
agencies

meetings per
efficient
quarter
service
delivery
- Stakeholders
satisfaction
131
AO
Quarterl
y
AO
On
going
Cargo Capture
(identification
of exportable
commodities.)
- Develop an
action plan
action plan
- Identification
of
- Develop a
template
template for
sourcing data
sourcing
- Evidence of
data
template
- Administer
administered
the template
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
analysis of the
data
132
Area
Five (5)
officer and
days.
operationa
l officer.

Activities
Effective use
of Quarterly
Imprest &
project funds
Key
Input
Performance
Indicators
- Costing of
- Evidence of
activities/
costing of
programmes
projects
- Ensure
every project
expenditure/
retirement.
Effective
-Quarterly
Preparation of
review of
budget
Annual Budget
the budget
performance
report
Compliance
with Financial
Regulation
- Availability of
budget
form
completed
budget form
for approval
budget form
Audit Check
Planned Targets
Expected
Outcome
100% costing
of all
projects /
activities
Retirement of
programme.
Expenditure 2
weeks after
the
programmes
-Review of the
previous
budgeted
activities 7
days into the
new quarter
Efficient
utilizatio
n of
funds
- Creation
of value
for
money
- Effective
complian
ce in
budget
impleme
ntation.
- Knowledge of
the
expenditure
- Cost effective
budgeting

approved before
compliance
filling of budget
with Financial
form
Rules and
133
Who is
Responsi
ble
AO
AO
Area
Officer
Time
Frame
Quarterl
y.
Quarterl
y
Ongoing
expenses
approval
- Budget form to
Regulations
Retirement of
be filled 30
- Prudence and
imprest
g
countersigning
minutes after
accountabilit
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
134

Key
Activities
Input
Performance
Indicators
Quarterly
activities
activities
Progress
within the
collated
Reports
quarter
- develop
quarterly
progress
report
Planned Targets
- All activities
- Inform
within the
Management
quarter collated
of the
2 days after the
activities in
quarter
the zones
- Put in place
an action
plan for
collation
- Timely
collation of
Who is
Responsi
ble
Area
Officer
Quarterl
y
Area
Officer
Ongoing
Area
Offices
Quarter
Time
Frame
- Evidence of
- Quarterly report
quarterly report
developed and
submitted 1
week after the
quarter
Managing
Corresponden
n of all
register of all
ces
received
received mails
mails
all received
copies of mails
mails
handled
Efficient and
Effective
Collation of
Area Office
KPIs
Expected
Outcome

documented
service
within 10
delivery
minutes
responded to
turnaround
within 48 hours
time of
communicati
on
- Evidence of a
developed
developed 7
efficient
action plan with
days after the
approach to
timelines
development of
KPI collation
- Evidence of
KPIs
- Error free KPIs
collated input
- Monthly/
135
departmenta
l KPIs
-
Quarterly KPIs to
be collated
All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
All (100%)
collated KPIs
should be
submitted 7
days after
request
All files are
- Timely
treated within
treatment of
24 hours of
file
receipt.
- To ensure that
Untreated files
works are
are
coordinated
appropriately
and
communicated
documented.
within 48 hours.

effective
closing of
received and
handling of
files.
treated.
files
- Document
movement
and
register
registration,
movement
treatment.
of files.
Effective
Registration of - Identify
Stakeholders
stakeholders
-Availability of
report
(stakeholder
s drive)
- Sensitise
stakeholders
- Administer
registration
forms.
-Availability of
stakeholders
Register

of quarterly
database of
- Monthly update of
stakeholders
stakeholders
in the ZCO/
register
AO
- Engagement of 8 - Increase
stakeholders per
stakeholders`
quarter.
confidence on
Council
136
AO
Ongoing
AO
Ongoing
- Collate forms
for Head
Office
processing.
-
- Registration of 2
stakeholders per
quarter.
137
activities.

Activities
Input
Attending
- Prepare a
training/works
brief/report
hop
on the
training and
workshop
Key
Performance
Indicators
brief/report
Coaching
- Identifying
- Availability of a
needs
report on their
assessment
need
of their
assessment
capacity
deficiency
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
- Report of the
Expected
Outcome
Planned Targets
-
Report
developed 7
days after
attendance of
the training.
To improve
knowledge
and skills
-Capacity needs
- To support
report
knowledge
developed
sharing and
st
within the 1
succession
quarter of the
area Officer
year
-All subordinate
(100%)
coached on
areas of
deficiency
- Training needs
- Knowledgea
identified and
ble
forwarded every
workforce.
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
138
Who is
Responsi
ble
Individual
Officers
Ongoing
Individual
Officers
Ongoing
ZC
Ongoing.
Time
Frame
- Preparation of
report after
training
- Cascade
training
training
attended.
- Evidence of
knowledge
transfer
and submitted 2
weeks after
training
- Knowledge
sharing 3 weeks
after attending
training
SAMPLE TEMPLATE FOR DEVELOPING KPIS (Ilorin Area Office)

Goal
Objectiv
es


Activities
Input
Key
Performance
Indicators
Planned Targets
139
Expected
Outcome
Who is
Responsi
ble
Time
Frame
Stakeholders
Enlightenment
- Develop and
action plan
- Number of
proposals.

survey of
proposal
stakeholders
approval and
allenges
release of fund.
- Select topic,
- Report and
date and
communiqu
venue
issued at the
- Initiate
end of program.
seminar
proposal on
the
identified
challenges.
Two
enlightenment
seminars per
annum.
Proposal
prepared 7
days before
event
Action plan
ready 3 weeks
before
submission
Enlightenm
AO
ent and
education of
stakeholder
s
Stakeholder
s
satisfaction.
Increased
stakeholder
s
accessibility
to the NSC
and Trade.
Last
months
of
second
and
fourth
quarter
s.
- Forward
proposal for
Mgt.
approval.
Complaints
Handling
/Inquiries
-Develop an
- Number of
action plan.
stakeholder
-Engagement
engaged.
of
- Number of
stakeholder
complaints/
s
inquiries
complaints.
received and
-Received
treated.
-All complaints
- Increased
acknowledged
stakeholders
within 24hours,
confidence in
-Investigation
the Council
completed
- Customers`
within 48hours
satisfaction.
-Unresolved
complaint
140
AO
Quarterl
y
complaints
-Investigate
complaint
-Feedback on
complaints
- Identify
Inter Agency
(relevant)
Collaboration to
government
create synergy
agencies
among
operating in
government
the state.
trade
- Engagement
facilitating
with the
agencies.
identified
agencies
Effective
- Engagement
engagement
with
with
stakeholders
Stakeholders
Association
Associations/tra
and trade
de
groups.
groups/Chambe
rs of commerce
-Evidence of
engagement.
-Schedule of
meeting held.
-Report of the
meetings held
-Number of
meetings held
- Availability of
report of
meetings.
forwarded to
Head Office
within 48hours
-Complaint
feedback within
72hours
-Mediation
meeting within
2weeks of
completed
investigation
request
stakeholders per
relationship
quarter.
with
stakeholders
and
government
agencies

meetings per
efficient
quarter
service
delivery
- Stakeholders
satisfaction
141
AO
Quarterl
y
AO
On
going
Effective
Registration of - Identify
Stakeholders
stakeholders
Cargo Capture
(identification
of exportable
commodities.)
(stakeholder
s drive)
- Sensitise
stakeholders
- Administer
registration
forms.
- Collate forms
for Head
Office
processing.
- Develop an
action plan
- Identification
of
commodity - Develop a
template for
sourcing
data
- Administer
the template
-Availability of
report
-Availability of
stakeholders
Register
Availability of an
action plan
Availability of a
template
sourcing data
Evidence of
template
administered

of quarterly
database of
- Monthly update of
stakeholders
stakeholders
in the ZCO/
register
AO
- Engagement of
- Increase
10 stakeholders
stakeholders`
per quarter.
confidence on
- Registration of 3
Council
stakeholders per
activities.
quarter.
- Action plan
- Increased
developed
knowledge of
January of every
exportable
year
commodities
- Template for
by
sourcing data
stakeholders
developed
January of every
year
- Templates
administered
quarterly
- Report prepared
and submitted 7
days after
142
AO
Ongoing
Area
Five (5)
officer and
days.
operationa
l officer.
analysis of the
data
143

Activities
Effective use
of Quarterly
Imprest &
project funds
Key
Input
Performance
Indicators
- Costing of
- Evidence of
activities/
costing of
programmes
projects
- Ensure
every project
expenditure/
retirement.
Effective
-Quarterly
Preparation of
review of
budget
Annual Budget
the budget
performance
report
Compliance
with Financial
Regulation
- Availability of
budget
form
completed
budget form
for approval
budget form
Audit Check
Planned Targets
Expected
Outcome
100% costing
of all
projects /
activities
Retirement of
programme.
Expenditure 2
weeks after
the
programmes
-Review of the
previous
budgeted
activities 7
days into the
new quarter
Efficient
utilizatio
n of
funds
- Creation
of value
for
money
- Effective
complian
ce in
budget
impleme
ntation.
- Knowledge of
the
expenditure
- Cost effective
budgeting

approved before
compliance
filling of budget
with Financial
form
Rules and
144
Who is
Responsi
ble
AO
AO
Area
Officer
Time
Frame
Quarterl
y.
Quarterl
y
Ongoing
expenses
approval
- Budget form to
Regulations
Retirement of
be filled 30
- Prudence and
imprest
g
countersigning
minutes after
accountabilit
receipt of
y
receipts and
receipts and
approval
other
relevant
received
form to be
document
countersigned
before any
payment
- All (100%)
incurred
expenses to
have receipts
before approval
for payment
145

Key
Activities
Input
Performance
Indicators
Quarterly
activities
activities
Progress
within the
collated
Reports
quarter
- develop
quarterly
progress
report
Planned Targets
- All activities
- Inform
within the
Management
quarter collated
of the
2 days after the
activities in
quarter
the zones
- Put in place
an action
plan for
collation
- Timely
collation of
Who is
Responsi
ble
Area
Officer
Quarterl
y
Area
Officer
Ongoing
Area
Offices
Quarter
Time
Frame
- Evidence of
- Quarterly report
quarterly report
developed and
submitted 1
week after the
quarter
Managing
Corresponden
n of all
register of all
ces
received
received mails
mails
all received
copies of mails
mails
handled
Efficient and
Effective
Collation of
Area Office
KPIs
Expected
Outcome

documented
service
within 10
delivery
minutes
responded to
turnaround
within 48 hours
time of
communicati
on
- Evidence of a
developed
developed 7
efficient
action plan with
days after the
approach to
timelines
development of
KPI collation
- Evidence of
KPIs
- Error free KPIs
collated input
- Monthly/
146
departmenta
l KPIs
-

effective
closing of
received and
handling of
files.
treated.
files
- Document
movement
and
register
registration,
movement
treatment.
of files.
Quarterly KPIs to
be collated
All (100%) KPIs
- Timely
collated to be
Collation of
quality assured
KPIs
All (100%)
collated KPIs
should be
submitted 7
days after
request
All files are
- Timely
treated within
treatment of
24 hours of
file
receipt.
- To ensure that
Untreated files
works are
are
coordinated
appropriately
and
communicated
documented.
within 48 hours.
147
AO
Ongoing

Activities
Input
Attending
- Prepare a
training/works
brief/report
hop
on the
training and
workshop
Key
Performance
Indicators
brief/report
Coaching
- Identifying
- Availability of a
needs
report on their
assessment
need
of their
assessment
capacity
deficiency
Capacity
Building for
Staff
and
training need
forwarding
raised
training
need for
staff
- Number of staff
released for
- Release staff
training
for training.
- Report of the
Expected
Outcome
Planned Targets
-
Report
developed 7
days after
attendance of
the training.
To improve
knowledge
and skills
-Capacity needs
- To support
report
knowledge
developed
sharing and
st
within the 1
succession
quarter of the
area Officer
year
-All subordinate
(100%)
coached on
areas of
deficiency
- Training needs
- Knowledgea
identified and
ble
forwarded every
workforce.
31st January.
- All (100%)
nominated staff
attend training
- Report prepared
148
Who is
Responsi
ble
Individual
Officers
Ongoing
Individual
Officers
Ongoing
ZC
Ongoing.
Time
Frame
- Preparation of
report after
training
- Cascade
training
training
attended.
- Evidence of
knowledge
transfer
and submitted 2
weeks after
training
- Knowledge
sharing 3 weeks
after attending
training
149

Area Offices KPIs

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Area Offices KPIs

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KPIs FOR: NORTH CENTRAL AREA OFFICE (Benue Area Office)

1. Sustain standards in order to support compliance and effective regulation

Service Delivery (45%)

Three (3) visits

- One (1) per

Financial Stewardship (10%)

OPERATIONAL AND INTERNAL PROCESSES (30%)

EMPLOYEE LEARNING AND DEVELOPMENT (15%)

- Preparation of - Report of the

SAMPLE TEMPLATE FOR DEVELOPING KPIS (Lokoja Area Office KPIs)

1. Sustain standards in order to support compliance and effective regulation

Service Delivery (45%)

Financial Stewardship (10%)

Preparati - Developing an - Evidence of

Area office Annuall

OPERATIONAL AND INTERNAL PROCESSES (30%)

Area office Quarterl

EMPLOYEE LEARNING AND DEVELOPMENT (15%)

2. In house - Identification - Evidence of

SAMPLE TEMPLATE FOR DEVELOPING KPIS (Minna Area Office KPIs)

1. Sustain standards in order to support compliance and effective regulation

Service Delivery (45%)

Financial Stewardship (10%)

OPERATIONAL AND INTERNAL PROCESSES (30%)

Area office Quarterl

EMPLOYEE LEARNING AND DEVELOPMENT (15%)

- Preparation of - Report of the

SAMPLE TEMPLATE FOR DEVELOPING KPIS

1. Sustain standards in order to support compliance and effective regulation

Service Delivery (45%)

-One(1) awareness - Educate and

Financial Stewardship (10%)

Preparation of - Developing an - Evidence of

- All (100%) to be - Effective

OPERATIONAL AND INTERNAL PROCESSES (30%)

EMPLOYEE LEARNING AND DEVELOPMENT (15%)

SAMPLE TEMPLATE FOR DEVELOPING KPIS (KADUNA AREA OFFICE)

1. Sustain standards in order to support compliance and effective regulation

Service Delivery (45%)

- Find a theme and

- Develop an action - Availability of an

Financial Stewardship (10%)

OPERATIONAL AND INTERNAL PROCESSES (30%)

Keeping records -Entire staff of the - Staff

Availability of KPI - KPI to be ready

EMPLOYEE LEARNING AND DEVELOPMENT (15%)

SAMPLE TEMPLATE FOR DEVELOPING KPIS (KATSINA AREA OFFICE)

1. Sustain standards in order to support compliance and effective regulation

Service Delivery (45%)

- Find a theme and

- Develop an action - Availability of an

Financial Stewardship (10%)

OPERATIONAL AND INTERNAL PROCESSES (30%)

Keeping records -Entire staff of the - Staff

Availability of KPI - KPI to be ready

EMPLOYEE LEARNING AND DEVELOPMENT (15%)

SAMPLE TEMPLATE FOR DEVELOPING KPIS (SOKOTO AREA OFFICE)

1. Sustain standards in order to support compliance and effective regulation

Service Delivery (45%)

- Find a theme and

- Develop an action - Availability of an

- Action plan - Increased

Financial Stewardship (10%)

OPERATIONAL AND INTERNAL PROCESSES (30%)