National Library, a national embarrassment?

President Buhari’s economic team led by the Vice President had promised to make sure there is ease of doing business. Government Agencies, MDAs or parastatals had been mandated to ensure compliance through effective structure which makes its processes flow with ease. Corporate Affairs Commission seems to be leading in this space. Unfortunately many other government agencies had not seen the need to comply after almost five years of the present administration. One wonders why National Library and its associated services still remain in the Stone Age.

A visit to many of National libraries zonal offices will communicate the level of priorities we place on knowledge. Truth be told, National Library’s website had some good features. One can navigate the content and know what to do and where to go get things done within minutes. In addition to this, a supposed online good image had been created for the agency.

The vision and mission of the unit as outlined will leave no one in doubt the quality of service its customers can expect; top of the best services, at each visit.

But one’s trauma begins as soon as one steps into the compound of any of the Library’s complex. It is worthy of note government had woken up to the reality of infrastructural decay which was a common site before. Construction seems to be ongoing especially in Lagos zonal office in the past few months as against old and dilapidated structure one encountered in the past.

A part of the services national Library offers is issuing of International Serial Book Number (ISBN). This is a source of protection for personal intellectual property. Usually, the national library’s website makes the process simple at its face value. But what one meets on ground is far cry from what is on the Agency’s website.

I was once told, as soon as an individual or publisher applied through a letter and evidence of the publication is shown, an individual pays a token of two thousand five hundred as application fee of one ISBN. A promise of two weeks or ten working days, maximum, is given. Prior to now, that looked like under promise and over deliver, for those in the branding field. National Library official would normally call, send a text message or an email informing customers their ISBN serial numbers is out within five working days.

But gone were those days when efficiency, prompt timing were National Library’s watchword. Today, applying for ISBN is a nightmare. This writer had applied for two ISBNs for about five weeks now and the level of frustration and excuses were enough to discourage anyone with strong will.

In my case, it was not a case that payment was not made immediately. This was done at the submission of my application. After over two weeks of the application and there seemed to be no word from National Library Lagos, I became a regular face and made constant calls to the office. The same song was it was not ready. After what seemed like ages, I went online and checked for a number to reach National head office in Abuja to find out situation of things. I was lucky enough to get a direct number to the ISBN’s subunit.

I pulled a call through and asked if there was any issue with my application. The lady who picked the phone refused to give her name as she asked which of the office I applied from and who gave me, a customer their subunit direct line? I was planning to make an argument for my calling, she hung up the phone on me.

My concern was should she be more concerned about how a customer got their subunit’s direct mobile or a willingness to resolve the customer’s, who actually pays her bills, issue? If we must move from here, I strongly believe government Agencies, its staff need a new orientation which conform to the present day service structure of value and speedy process. Until then, this present administration needs to forget ‘ease of doing business’ slogan and look for other means of promoting its value.