The following criteria determines which Nigerian Diplomatic/Consular Missions are featured on the homepage and shortlisted for annual service award on our platform. Based on the performance index, a mission is selected as winner each year. This criteria does not affect the regular listing of all Nigeria Embassies, High Commissions and Consulates around the world.
Convenient information outlet of the mission, like a noticeboard, social media or a functional website through which important information is presented to avoid the need for contacting the mission in order to derive the basic information. Such information would be correct, current, clear and coincise to reduce the need for the inquirer to follow-up and/or try to clarify the information.
The publicized mission's current contact details (including phone, fax, email, location map) easily accessible on foreign mission directories and search engines. The mission's website should have a contact form that can be submitted. It is a plus if such secure form allows for upload of documentry evidence in the case of a complaint or suggestion.
Does the mission show respect and recognition to the host country by presenting a version of the information in host country language? as well as other provision to speakers of the host country language?
How frequently does the mission answer calls and responds to emails and/or other requests and inquiry? How speedy and adequately does the mission write back? Does the mission use AI auto response for general inquiries?
Do the mission's office days and hours correspond to host country's common working schedule? does the mission fulfill its duties sufficiently within those working hours. For example, if someone calls in 5 minutes before the end of the working hours, does the mission attend to them? are there provisions for urgent/emergency consular enquiry outside of working hours?
How many services and sub-services does the mission undertake? for unassigned responsibilities, does the mission at least provide alternative options for persons urgently in need of such services? In consular services to Nigerian citizens, does the mission catter to all Nigerian expats, students, business people and for special categories including Sick Nigerians, Nigerian detainees and Nigerians in Other Distress?
Most of the time, people who need a service from the mission may be needing for the first time. That means they may be lost as to where to start and how to go about the service. Does the mission guide the individual/group step-by-step on how to complete the task required for the service? or at least provide an external resource that provides proper comprehensive guidiance on how to complete the task(s)?
How quickly does the mission process and deliver to applicants? If the service is rendered through a third-party or outsourced to an agency, how does the mission ensure that the service is delivered within reasonable timeframe?
For people in need of services, does the mission meet the promised timeline? failure to deliver when promised can be devastating for some people especially if they have a deadline to meet, or if they have travelled a long way to get things done in the mission. Missions are advised to promise at least 48 hours longer time than they need to deliver a service.
Can distressed Nigerians contact and rely on the mission for unforseen circumstances especially at odd hours?
For a Nigerian who needs urgent assistance but is not able to come to the mission due to proximity inconvenience, disability or other factors, does the mission strive to assist this person remotely to achieve his/her objective?
How does the mission use online technologies to create more convenience and reduce workload? especially for smaller missions with fewer and supposedly very busy staff, has the mission taken full advantage of the possibility of building online tools through which the excess workload could be handled or organized more efficiently and/or generate accurate reports for better decision making? Simple tools like online appointment booking and contact/feedback/complaint forms are mandatory.
Is the mission located where relevant administrative offices of the host country like the Ministey of Foreign Affairs and Trade are located in convenient proximity to other foreign missions? Is it a walking distance from a bus station, train station or conveniently reachable by other public transportation?
Does the mission own the building in which it operates? especially if paying rents over the years exceeds the price of the/a property. Has the mission made any efforts to ensure that the office and staff living quarters are property of the Federal Republic of Nigeria?
Is the mission able to keep expenses within or lower than its budget? Does the mission's expenditure on housing, transportation, utilities and overhead reflect on the quality of service it renders? Are lavishness and extravaggance detected in the mission?
Does the Mission building represent Nigeria in its architecture and/or interior decoration? Are there Nigerian traditional elements visibly present in the visitors section of the mission? are the staff frequently dressed in traditional clothing?
If a person has to wait hours in order to be rendered a service and/or fulfill an appointment within the mission chancery premises, is the mission environment conducive for waiting? it is clean? suitable for a family with children? equipped with restrooms and the necessary facilities, recreational section, library and entertainment/edutainment to make the waiting worth a while?
How properly does the embassy record events and important occasions for future reference? does the embassy keep historical information with accurate dates of purchases, activities and events including but not limited to the launching of the Chancery, arrival and departure of each Ambassador and staff, as well as visits of dignitaries and envoys form Nigeria, plus events attended by or hosted by the mission. Documentation required in text, graphic and video formats digitalizable in soft library.
Does the mission exist / operate in collaboration or in isolation from the general Nigerian Community in the host country? We have observered that missions that operate in collaboration are much more successful in rendering consular services, disemnating relevant information on consular services, and hosting events.
This point reflects on the Head of Mission, Head of Chancery and other stakeholders. In the mission's dealing with Nigerians and offering of opportunities to Nigerians in the host country, is there a pattern of preference for particular tribes especially in relation to the origin of the stakeholder(s)?
Is the mission trustworthy in handling, using, allocating or distributing resources to (or in the service of) Nigerians? Is the mission transparent in offering equal opportunities to Nigerians in the host country?
Nigerians who are registered on this system can review the consular mission in their host country of residence. This is what determines the mission's approval rating. The higher the approval rating, the better the chances of the mission to be further evaluated and consequently shortlisted for our next Consular Service Award.
Because consular services include visa and other services rendered to citizens of the host country, we allow feedback from those applicants which we consider to the degree we see fit, as a determinant of efficiency.
If a mission engages host country elements (or vice versa) in commercial deals, does the country Nigeria benefit from those deals? for example, is it for Nigeria to sell? or to buy? missions that promote host country products to sell in Nigeria lose on this criteria. On Investments, what does Nigeria / Nigerians stand to gain from the deal as opposed to what she stands to lose? Would it provide well-paying jobs to Nigerians?
If the mission has either pushed or been used to push a diplomatic deal, what does/do Nigeria/Nigerians expect to gain from it? is it more win than loss to Nigeria? is it worth it? Are visa restrictions eased for Nigerians?
Does the mission take advantage of existing opportunities in the host country for Nigeria/Nigerians? Does the mission create non-existent opportunities for Nigeria/Nigerians in the host country? Dooes the mission engage in campaigns and/or host/attend events/forums aimed at promoting Nigerian businesses and finding market for Nigerian products/services?
How does the mission handle confidential information and/or documents? do staff from other departments have access to confidential documents/applications/personal information that is not related to their duties? does the mission keep confidential or internal matters within the walls of the mission?
Is the mission's general security consciousness fitting for a diplomatic mission? for this criteria, there are 4 considerations
Each of the above listed has sub categoties and considerations
How strong is the mission's influence in the host country? can the mission obtain certain privilege like visa-free travel for Nigerians? can the mission directly intervene in legal cases against Nigerians and send them home?
The rating of a mission for some criteria ranges from 0 to 100 while others range from 0 to 20 depending on the importance of the criterion.