Abuja, Nigeria’s Federal Capital is a planned city, having emerged from the lush greenery of Central Nigeria in the 1980s and 1990s. It remains a booming city, with annual population growth between 9-10% per year. Increasing traffic in the evenings underlines the enormous growth of peripheral districts such as Karo, Gwarimpa and Lugbe. Demand for land and real estate is constant, particularly given the city’s high income profile and buoyant economic growth. The task of managing this growing demand for land is the responsibility of AGIS, an agency of the Federal Capital Territory Administration.
To say the mandate is challenging is an understatement. Given the strategic tasks of AGIS in distributing and registering land plots in the FCT, its client base is very large indeed and demand is almost unlimited. On weekdays, scores of people from all over the country flock to AGIS’ premises in Garki. AGIS front office staff has been overstretched for a number of years, leading to delays for customers.
In 2013, AGIS decided on far-reaching modernisation initiatives aimed at improving internal processes but also customer service. GSG proposed a raft of e-administration solutions and was awarded a contract by AGIS for the development of a data-driven customer interface portal for land transactions.
On the portal GSG has developed, registered customers can process a majority of services and transactions offered by AGIS online. This will in turn enable AGIS to redirect front office staff to more efficient customer interaction, checking rather than processing transactions already performed online. Critically, payments can also be performed online, through credit card, mobile phones and bank transfers. This means AGIS is leading the way in Federal standards of e-governance and staff ethics. No doubt Abujans will notice the difference once the portal is launched live: those crowds around AGIS’ entrance should become somewhat smaller.