Published fees and timelines across five business-enabling MDAs, a consolidated schedule of interstate trade charges, and grievance mechanisms held to a measurable service standard.
The challenge
Businesses in Katsina faced the ordinary Nigerian problem: fees and timelines that were knowable only by asking, and levies at internal checkpoints that varied by collector. SABER addresses both — publication of fees, procedures and service delivery timelines for five key business-enabling MDAs, a consolidated schedule of all regulated interstate trade fees regardless of which agency collects them, and grievance mechanisms that actually resolve complaints within a stated time.
Our approach
We identified the business-enabling MDAs, mapped their business-related procedures, documented fees and timelines, and prepared the service level agreements and grievance procedures to sit behind them. Two workshops followed — one on grievance redress and SLA compliance, covering intake, tracking, response times, escalation and the evidence verification requires; one on trade facilitation, covering interstate charges, transparency and export promotion.
The point of a service level agreement is not the document. It is that a business can hold the State to a published commitment.
What we delivered
- Published fees, procedures and service delivery timelines for five business-enabling MDAs
- Consolidated schedule of regulated interstate trade fees and levies
- Service level agreements and grievance redress procedures
- Capacity-building workshops on GRM and SLA compliance, and on trade facilitation
- Support to the State Committee on Export Promotion: export strategy and guidelines
Outcomes
Grievance mechanisms operating in the key MDAs against a published standard — at least half of grievances resolved within the service level agreement in Year 2, rising to three-quarters thereafter.
Partners
Katsina State Government · World Bank-supported SABER programme