Odimmegwa Johnpeter/Abuja
The Head of the Civil Service of the Federation (HCSF), Mr. Olumuyiwa Enitan Abel, has charged Federal Civil Servants to embrace a culture of excellence by consistently going “The Extra Mile” in delivering quality, responsive and citizen-centred services. This was contained in a statement signed by Mrs. Eno Olotu, FCAI, mnipr, Director, Press and Public Relations.
The HCSF gave the charge while declaring open the 2026 OHCSF Customer Service Week on Thursday, 12 November 2026, in Abuja. Represented by the Permanent Secretary, Common Services Office, Dr. Danjuma Usman Kalba, he described this year’s theme, “The Extra Mile,” as a call to action for public servants to move beyond routine processes and focus on the value they create and the positive experiences they leave with citizens.
He emphasised that effective customer service goes beyond merely processing memos, responding to enquiries or completing assigned tasks, stressing the need for Civil Servants to demonstrate empathy, responsiveness, professionalism and a commitment to achieving meaningful outcomes.
Mr. Abel further charged Civil Servants to continue to uphold the core values of Accountability, Meritocracy, Professionalism, Loyalty and Efficiency, noting that these values must be evident in their daily conduct, decisions and interactions with citizens.
He linked the commitment to excellence in service delivery to the ongoing transformation of the Federal Civil Service under the Federal Civil Service Strategy and Implementation Plan (FCSSIP) 2026–2030, which builds on the achievements and lessons of the previous FCSSIP 2021–2025.
In her welcome remarks, the Director, Reform Coordination and Service Improvement (RC&SI) Department, Mrs. Gimbiya Illiyasu, urged participants to identify and adopt practical approaches to improving service delivery and to sustain the spirit of “The Extra Mile” beyond the Customer Service Week.
She stressed that customer service is a collective responsibility and not the preserve of any particular department or unit, calling on all personnel to work together to provide excellent, timely and quality services to Nigerians.
The event also featured a group discussion on “Understanding Citizens’ Expectations and Improving Service Delivery,” where participants explored practical strategies for bridging the gap between citizens’ expectations and actual service outcomes. The discussions reinforced the importance of empathy, responsiveness and innovation in strengthening service delivery across the Civil Service.
In attendance were Permanent Secretaries, Directors, Heads of Departments and Units, and staff of the Office of the Head of the Civil Service of the Federation.
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