The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has charged staff to prioritise effective service delivery, stressing that the commission’s policies and regulatory actions must improve the experience of consumers and other stakeholders.
Maida gave the charge at the commission’s headquarters in Abuja during the 2026 Customer Service Week, celebrated under the theme “Going the Extra Mile.”
He described the occasion as an opportunity to recognise employees’ contributions to service delivery and identify ways to strengthen the commission’s relationship with the public.
“At NCC, service is central to our mandate,” he said, adding that the commission’s policies, decisions and regulatory interventions should support the development of Nigeria’s communications sector while improving the experience of those it serves.
The NCC chief explained that delivering excellent service required employees to listen to concerns, respond quickly to inquiries, communicate decisions clearly and ensure that commitments were fulfilled.
He said staff could demonstrate this by providing timely updates, helping stakeholders understand procedures and taking responsibility for complaints until they were addressed.
Maida noted that expectations for efficient, transparent and responsive services had increased in the digital age. However, he stressed that technology alone could not guarantee quality service without empathy, sound judgment and professionalism.
“Technology and systems help us meet those expectations, but it is our judgment, empathy and professionalism that give those services their value,” he said.
He added that employees must recognise the concerns behind every inquiry or complaint and ensure that stakeholders receive appropriate responses.
“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.
The commission’s chief executive commended staff involved in handling consumer complaints, engaging telecommunications licensees, supporting regulatory activities, managing communications and providing internal services.
He noted that although much of their work might go unnoticed, it remained essential to the commission’s operations and its engagement with stakeholders.
Maida also called for improved collaboration among departments, saying the quality of internal service directly influenced the standard of service provided to the public.
“When we share information promptly, respond to colleagues and work effectively across departments, we help the whole Commission perform better,” he said.
He acknowledged the role of consumers, industry operators and other stakeholders in helping the commission identify areas of progress and shortcomings through their feedback.
According to him, the NCC must remain open to criticism, learn from stakeholders’ experiences and take practical steps to address identified problems.
He urged employees to examine their daily responsibilities for delays, complicated procedures and recurring complaints that require lasting solutions rather than temporary fixes.
“Addressing these issues is how we turn our commitment to service excellence into results,” he said.
Maida further urged staff to treat stakeholders with courtesy and respect, maintain high ethical standards and take responsibility for their duties, noting that such practices were essential to building public trust and confidence in the commission.
He encouraged employees to sustain the Customer Service Week theme beyond the celebration and make improved service delivery a consistent part of their work.
“Let us carry the spirit of ‘Going the Extra Mile’ into our work throughout the year,” he said, while appreciating staff for their dedication and commitment to serving others.
