Dr Aminu Maida, Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), has urged staff of the Commission to improve service delivery by responding promptly to inquiries, communicating clearly and taking ownership of stakeholders’ concerns.
Maida made the call on Wednesday, October 7, 2026, during the Commission’s commemoration of Customer Service Week 2026 at its headquarters in Abuja. The event was held under the theme, “Going the Extra Mile.”
He said customer service remained central to the NCC’s mandate, stressing that the Commission’s policies, decisions and regulatory interventions should ultimately improve stakeholder experience and support the development of Nigeria’s communications sector.
According to him, going the extra mile requires staff to listen carefully, respond promptly, explain decisions clearly and follow through on commitments.
“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,” he said.
The NCC chief noted that expectations for efficient, transparent and responsive services had increased in an increasingly digital environment.
While technology and systems were important for meeting these expectations, he said sound judgment, empathy and professionalism remained essential to effective 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,” Maida said.
He commended NCC employees for their contributions across consumer complaints management, engagement with licensees, regulatory processes, communications and internal support services.
Although much of the work happens behind the scenes, he said, its impact is felt across the Commission and by the stakeholders who depend on its services.
Maida also emphasised the importance of internal service, noting that the quality of support employees provide one another influences the Commission’s overall performance.
“When we share information promptly, respond to colleagues and work effectively across departments, we help the whole Commission perform better,” he said.
He acknowledged consumers, industry partners and other stakeholders for providing feedback that helps the regulator identify areas of strength and opportunities for improvement.
The NCC chief urged staff to remain open to such feedback and take practical steps to address recurring service challenges.
As part of the Customer Service Week activities, he encouraged employees to identify specific aspects of their work that could be improved, including delayed responses, cumbersome processes and recurring complaints whose underlying causes require attention.
He said resolving such issues was essential to translating the Commission’s commitment to service excellence into measurable results.
Maida further urged employees to treat every stakeholder with courtesy and respect, uphold integrity and take responsibility for their duties.
“These everyday actions build trust in the Commission and strengthen confidence in our work,” he said.
He called on staff to sustain the spirit of “Going the Extra Mile” beyond the commemorative week, making service excellence a consistent feature of the Commission’s operations.
Customer Service Week is an opportunity for organisations to recognise employees who contribute to service delivery and renew their commitment to improving customer experiences.
For the NCC, the message from the 2026 commemoration was that effective regulation must be matched by responsive service, clear communication and a willingness to address stakeholder concerns.
