The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff of the Commission to strengthen service delivery by taking greater ownership of stakeholders’ concerns and ensuring that complaints and requests are followed through to resolution.
Maida gave the charge on Wednesday, October 7, 2026, at the NCC headquarters in Abuja, while commemorating the 2026 Customer Service Week, themed “Going the Extra Mile.”
He said the theme should translate into practical improvements in the way the Commission interacts with consumers, industry players and other stakeholders, stressing that effective regulation must ultimately deliver better experiences for the people the NCC serves.
“At NCC, service is central to our mandate. Every policy we formulate, every decision we make, and every regulatory intervention we undertake should ultimately improve the experience of the people we serve and support the development of Nigeria’s communications sector,” he said.
According to him, going the extra mile involves more than responding to requests, as it requires staff to listen attentively, respond promptly, communicate decisions clearly and take responsibility for issues until they are properly addressed.
“Sometimes, it is as simple as helping someone understand the next step, providing an update before they have to ask, or taking responsibility for an issue until it reaches the right person and is addressed,” Maida said.
The NCC chief executive noted that rising expectations in an increasingly digital environment had made efficiency, transparency and responsiveness critical components of public service.
He, however, said technology and systems alone could not guarantee quality service, noting that human qualities such as empathy, sound judgment and professionalism remained essential to giving value to service delivery.
“Behind every inquiry or complaint is someone who needs an answer, a solution or the reassurance that their concern is being taken seriously,” he said.
Maida commended NCC employees for their contributions across various areas of the Commission’s operations, including consumer complaint resolution, engagement with licensees, regulatory processes, communications and internal services.
He also emphasised the importance of internal service, saying the quality of interaction among staff and departments directly affects the Commission’s ability to serve the public effectively.
“The quality of service we provide to one another affects the quality of service we deliver to the public,” he said, urging staff to share information promptly, respond to colleagues and collaborate more effectively across departments.
The EVC also acknowledged the role of consumers, industry partners and other stakeholders in helping the Commission identify areas requiring improvement.
He said their feedback should be treated as an important resource for strengthening the Commission’s processes and service standards.
Maida urged staff to use the Customer Service Week to identify specific areas of their daily work that could be improved, including delayed responses, cumbersome processes and recurring complaints whose underlying causes require attention.
“Addressing these issues is how we turn our commitment to service excellence into results,” he said.
He further charged employees to maintain courtesy, respect and integrity in their dealings with stakeholders, noting that consistent attention to these values would help build public trust and confidence in the Commission.
“These everyday actions build trust in the Commission and strengthen confidence in our work,” Maida said.
He called on NCC staff to sustain the spirit of the 2026 Customer Service Week beyond the celebration, urging them to make service excellence a continuous commitment throughout the year.