Dayo Sobowale, an analyst for Arise News, has stated that the turmoil surrounding the newly introduced airport access policy can be attributed to poor planning and lack of preparation. He asserted that these shortcomings necessitated President Bola Tinubu's intervention to suspend the policy after numerous complaints and operational challenges faced by airport users emerged.
During an interview with ARISE News on Thursday, Sobowale expressed criticism towards the Federal Airports Authority of Nigeria (FAAN) for their failure to adequately prepare for the policy's implementation. He emphasized that agencies in charge of service delivery must guarantee efficiency prior to rolling out significant changes to the public.
Sobowale remarked that the transition from a manual system to an electronic one was poorly managed, resulting in unnecessary disruptions at the airport. "Customer service and service delivery should not be approached this way, especially by an organization like the Airport Authority. They did not perform their due diligence," he stated.
He further commented that while transitioning to new technology is often accompanied by challenges, these issues should have been foreseen and mitigated before rollout. He noted that the severity of the situation warranted presidential involvement.
“It is unfortunate that the President had to step in. In a private firm, someone would likely lose their job for such failures,” he explained.
Drawing from his professional background, Sobowale described the careful groundwork necessary for new technology introduction, which includes thorough equipment testing, staff training, and adapting systems to local contexts. He referenced his experience while working on ATM installations in banks, highlighting the importance of ensuring that equipment functions properly within Nigeria’s unique environment.
He stressed the necessity for agencies to conduct practical tests and simulations ahead of implementing systems that affect a vast audience, especially in fast-paced environments like airports.
“Situations must be simulated to practice how service delivery will operate. There will be challenges until it is perfected,” Sobowale elaborated.
The analyst emphasized that operations at the airport involve passengers adhering to strict schedules, making it critical for service systems to work seamlessly from the outset.
“With many travelers rushing to catch flights and meet appointments, any hitch in service delivery will be evident to everyone,” he added.
Additionally, Sobowale suggested that authorities should manage both manual and electronic systems concurrently during the early phases of technological changes to minimize disruptions and allow for necessary adjustments.
“They should publicly apologize to the people and continue with a manual operation while refining the new system,” he said.
He further highlighted the importance of public awareness and gradual implementation when rolling out new technological systems in public services.
“It’s a process of technology transfer, which unfolds gradually, phase by phase,” he explained.
Sobowale also pointed out the significance of engaging a broad range of stakeholders when instituting policies that impact ordinary Nigerians, warning that lack of adequate consultation often results in subpar policy outcomes.
“The government is intertwined with the people. When services fail, it reflects poorly on the government,” he stated.
He concluded that the disturbances in service delivery are indicative of inefficiencies within public services and cautioned that government entities must prioritize thorough planning and execution to avert such occurrences in the future.
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