Effective service delivery requires professionalism, courtesy, empathy, integrity and a strong sense of responsibility… every interaction between government officials and citizens provides an opportunity to build public trust
By Mmesoma Onwuka
The Ministry of Interior has urged its workforce to uphold professionalism, empathy, accountability and innovation in the discharge of their duties as Nigeria joins the rest of the world to mark the 2026 Customer Service Week.
According to a statement signed by Mrs Mary Ali, Head of Press and Public Relations, Ministry of Interior, the celebration, themed “Going Extra Mile,” was organised by the Ministry to reinforce its commitment to citizen-centred service delivery and encourage employees to consistently exceed expectations in the performance of their responsibilities.
Speaking at the event, the representative of the Permanent Secretary and Director of Human Resources Management, Mrs Cathrine Zozi, said quality customer service goes beyond merely responding to requests from members of the public.
Zozi stressed that effective service delivery requires professionalism, courtesy, empathy, integrity and a strong sense of responsibility, noting that every interaction between government officials and citizens provides an opportunity to build public trust.
She urged staff to improve internal processes, pay closer attention to feedback, respond promptly to complaints and embrace innovative approaches capable of improving the quality and efficiency of government services.
She also encouraged employees to incorporate the principles of the Service Compact with All Nigerians (SERVICOM) into their daily activities rather than treating them as practices reserved for the annual Customer Service Week.
Also speaking, the Deputy Director, Joint Services, Mr Bello Adogarh, said the theme, “Going Extra Mile,” was particularly relevant to the public service because serving citizens effectively often requires going beyond the routine execution of official duties.
According to him, every interaction with citizens offers an opportunity to strengthen confidence in government, adding that excellent customer service should be embedded in the culture of the Ministry rather than regarded as an additional responsibility.
The celebration highlighted that customer service extends beyond officers who have direct contact with members of the public.
Participants were reminded that every employee is a service provider in one way or another because the Ministry’s operations depend on interconnected services delivered across its various departments and units.
The facilitator explained that customers within the public service could broadly be categorised as internal and external customers.
While internal customers include staff who depend on services provided by other departments or units, external customers comprise citizens and other members of the public who seek services, information or assistance from the Ministry and its agencies.
The Ministry consequently challenged employees to recognise their individual contributions to the overall service experience and continually ask themselves: “What more can I do to improve the service?”
As part of the programme, the Head of the Reform Coordination and Service Improvement Department, Mrs Muazu Risikat Funmilayo, showcased products and initiatives developed through 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 that could improve service delivery.
The event also provided an opportunity for participants to assess existing practices, identify service gaps and consider practical ways of improving the quality of services provided to citizens.
The Ministry reaffirmed that effective service delivery requires collaboration across departments, units and agencies, urging employees to embrace the spirit of “Going Extra Mile” through professionalism, responsiveness, courtesy, accountability and innovation.
It said it remained committed to building a public service culture in which citizens are treated with dignity, employees collaborate effectively and every interaction with government contributes to greater public confidence.