Overview

The document is the opening address by Professor Charles C. Soludo, Governor of the Central Bank of Nigeria (CBN), at the 26th Annual Controllers' Conference held from March 30 to April 1, 2005, at CBN Head Office in Abuja. The address welcomes branch controllers, currency officers, and guests, emphasizing the conference's role as a platform for interaction and knowledge update. The theme is 'Promoting Effective and Efficient Customer Service Delivery: The Role of the CBN Branches,' tied to the ongoing re-engineering program 'Project EAGLES' (Efficiency, Accountability, Goal Orientation, Leadership, Effectiveness, Staff Motivation). Soludo highlights the 13-point banking sector reform agenda unveiled on July 6, 2004, including recapitalization and consolidation of deposit money banks through mergers and acquisitions to prevent systemic crisis and ensure a sound, competitive banking system. He notes progress: 16 banks meeting new capital requirements (vs. 2 initially), fresh foreign investments, and signed MOUs for consolidation. He underscores the branches' role in reforms and service delivery, mentioning guest speakers on customer perception and five service delivery principles: embracing change, asking customers what they want, etc. The address concludes with a call to action for excellence.

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