Odimmegwa Johnpeter/Abuja
The Ministry of Interior has called on its workforce to embrace professionalism, empathy, innovation and accountability in delivering quality services to Nigerians as it joined organisations worldwide to commemorate the 2026 Customer Service Week.
The celebration, themed “Going Extra Mile,” provided an opportunity for the Ministry to renew its commitment to citizen-centred service delivery and encourage personnel to consistently exceed expectations in the discharge of their responsibilities.
In a statement by the Head of Press and Public Relations, Ministry of Interior, Mrs. Mary Ali, the Director of Human Resources Management, Mrs. Cathrine Zozi, who represented the Permanent Secretary, Dr. Magdalene Ajani, said excellent customer service went beyond responding to requests, requiring courtesy, integrity, empathy and a genuine sense of responsibility.
She noted that every interaction with a citizen offered an opportunity to build public trust and demonstrate the values of a responsive and effective civil service.
Zozi urged staff to improve internal processes, listen to feedback, respond promptly to complaints and embrace innovative approaches that enhance service delivery. She also encouraged personnel to make the principles of SERVICOM a daily practice rather than limiting their application to the annual Customer Service Week celebration.
Also speaking, the Deputy Director, Joint Services, Mr. Bello Adogarh, said the theme, “Going Extra Mile,” reflected the responsibility of public servants to go beyond the routine discharge of official duties in serving citizens effectively.
He stressed that every interaction with members of the public presented an opportunity to strengthen confidence in government, adding that excellent customer service should be embedded in the Ministry’s institutional culture rather than treated as an additional responsibility.
The celebration also highlighted the fact that customer service extends beyond frontline officers who interact directly with members of the public. Participants observed that every staff member contributes to the overall service experience because the Ministry’s operations depend on interconnected services across departments and units.
The facilitator explained that customers within the public service could be classified as internal and external customers. Internal customers comprise staff who depend on services provided by other departments or units, while external customers include citizens and other members of the public seeking services, information or assistance from the Ministry and its agencies.
The Ministry consequently urged personnel to recognise their individual contributions to service delivery and continually ask themselves: “What more can I do to improve the service?”
As part of the celebration, the Head of the Reform Coordination and Service Improvement Department, Mrs. Muazu Risikat Funmilayo, showcased products and initiatives emerging from the Ministry’s Innovation Hub.
Staff were encouraged to visit the hub, explore its activities and identify opportunities for innovation, skills development and practical solutions capable of improving service delivery.
The event also provided an opportunity for participants to reflect on the importance of continuous assessment and improvement in public service. Personnel were encouraged to use Customer Service Week to evaluate existing practices, identify service gaps and implement deliberate improvements.
The Ministry reaffirmed that effective service delivery was a collective responsibility requiring collaboration across all departments, units and agencies.
It therefore charged its workforce to embrace the spirit of “Going Extra Mile” by demonstrating professionalism, responsiveness, courtesy, accountability and innovation in every interaction.
The Ministry reiterated its commitment to building a public service culture in which citizens are treated with dignity, staff collaborate effectively and every service encounter contributes to greater public confidence in government.
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