FG unveils upgraded ReportGov system to improve airport service delivery

The Federal Government has unveiled an upgraded version of its national grievance redress platform, ReportGov, as part of renewed efforts to strengthen transparency, accountability, and service efficiency across Nigeria’s international airports.

The initiative, driven by the Presidential Enabling Business Environment Council (PEBEC) in collaboration with the Federal Airports Authority of Nigeria (FAAN), was formally launched at the Murtala Muhammed International Airport Terminal 2, with plans to extend deployment to airports in Abuja, Port Harcourt, Enugu, and Kano.

Speaking at the unveiling ceremony, Princess Zahrah Mustapha-Audu, Director-General of PEBEC, said the reactivation of the ReportGov kiosks demonstrates the Federal Government’s commitment to placing citizens at the center of governance reforms.

She explained that the upgraded platform allows travelers to report service challenges, illegal demands, or other complaints in real time, while also providing room for commendations and suggestions for improvement.

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According to her, institutionalizing structured feedback mechanisms will help reduce bureaucratic bottlenecks, improve inter-agency coordination, and ensure that public service performance is measured by actual outcomes experienced by citizens.

 

 

Mustapha-Audu noted that the system is designed to track complaints from submission through resolution, enabling government institutions to respond more swiftly to service failures and identify systemic gaps across ministries, departments, and agencies.

 

 

On her part, Olubunmi Kuku, Managing Director of FAAN, described airports as strategic economic gateways where service quality directly influences Nigeria’s global reputation.

She said enhancing passenger experience is critical to attracting foreign investment, promoting tourism, and strengthening confidence in Nigeria’s business environment.

Kuku added that FAAN would continue to support initiatives that promote operational efficiency, transparency, and customer-focused service delivery across aviation facilities, noting that airport performance is closely tied to national economic competitiveness.

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According to a statement issued by PEBEC on Tuesday, the newly upgraded physical kiosks will operate 24 hours daily in high-traffic areas within airport terminals, allowing passengers and other citizens to submit complaints, compliments, and policy suggestions directly into government monitoring systems.

ReportGov serves as Nigeria’s official national feedback platform aimed at improving accountability and public service delivery standards across government institutions.