NCC Boss Urges Staff to Improve Service Delivery, Build Public Trust
The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff of the commission to improve service delivery, respond promptly to stakeholders’ concerns and uphold the highest standards of professionalism to strengthen public confidence in the regulatory agency.
Maida made the call while addressing staff during the 2026 Customer Service Week celebration at the commission’s headquarters in Abuja on Tuesday, October 6, under the theme, “Going the Extra Mile.”
He said the annual celebration provided an opportunity to recognise the contributions of personnel to excellent service delivery and reflect on ways to improve engagement with consumers, industry operators and other stakeholders.
According to him, service delivery remains central to the NCC’s mandate, stressing that the commission’s policies, decisions and regulatory interventions should ultimately improve the experiences of stakeholders and support the development of Nigeria’s communications sector.
The NCC chief executive explained that going the extra mile required staff to listen attentively, respond promptly to inquiries, communicate decisions clearly and take responsibility for ensuring that issues were properly addressed.
He noted that seemingly simple actions, such as providing timely updates, explaining procedures and guiding consumers through the steps required to resolve their complaints, could significantly improve service experiences.
“In an increasingly digital environment, people expect services that are efficient, transparent and responsive,” Maida said, adding that while technology and systems were essential to meeting these expectations, human judgment, empathy and professionalism remained equally important.
He emphasised that every inquiry or complaint represented a person seeking an answer, a solution or reassurance that their concerns were being taken seriously.
Maida commended NCC staff for their contributions across various departments, including consumer complaint resolution, engagement with telecommunications licensees, regulatory processes, communications and internal administrative services.
He observed that although much of the work undertaken by staff might go unnoticed, its impact was felt across the commission and among the stakeholders who depended on its services.
The EVC/CEO also underscored the importance of internal service delivery, noting that the quality of support employees provided to one another directly influenced the commission’s overall performance.
According to him, timely information-sharing, prompt responses to colleagues and effective collaboration across departments were essential to improving institutional efficiency and public service delivery.
He further acknowledged the contributions of consumers, industry partners and other stakeholders, describing their feedback as an important tool for identifying areas of strength and opportunities for improvement.
The NCC boss urged staff to use the Customer Service Week to identify and address recurring challenges, including delayed responses, cumbersome procedures and complaints arising from underlying operational weaknesses.
He maintained that resolving such issues was necessary to translate the commission’s commitment to service excellence into measurable results.
Maida also called on personnel to treat every stakeholder with courtesy and respect, demonstrate integrity and take ownership of their responsibilities.
He said these everyday practices were essential to building trust in the commission and strengthening confidence in its regulatory activities.
The NCC chief executive thanked staff for their dedication and encouraged them to sustain the spirit of going the extra mile beyond the annual celebration.
He stressed that excellent customer service should remain a continuous institutional commitment rather than an activity limited to a particular week.
The 2026 Customer Service Week celebration provided the commission with an opportunity to recognise the importance of responsive service, effective stakeholder engagement and continuous improvement in the delivery of its regulatory responsibilities.
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