The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has called on the Commission’s staff to make service excellence a daily priority, stressing that every policy and regulatory action must contribute to improving the experience of the people they serve.
Maida made the call at the NCC headquarters in Abuja during the celebration of Customer Service Week 2026, themed “Going the Extra Mile.”
He described the occasion as an opportunity to recognise the efforts of those who deliver excellent service and reflect on ways to improve engagement with stakeholders.
“At NCC, service is central to our mandate,” he said. “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.”
The NCC chief explained that the theme should be reflected in the Commission’s everyday activities through attentive listening, timely responses, clear communication and a commitment to fulfilling obligations.
He noted that going the extra mile could involve guiding someone through the next stage of a process, providing updates without being prompted or taking responsibility for an issue until it is directed to the appropriate person and resolved.
According to Maida, people increasingly demand efficient, transparent and responsive services, particularly in the digital age. While technology and established systems are important in meeting these expectations, he emphasised that human values remain essential to delivering meaningful service.
“Technology and systems help us meet those expectations, but it is our judgment, empathy and professionalism that give those services their value,” he said. “Behind every inquiry or complaint is someone who needs an answer, a solution or the reassurance that their concern is being taken seriously.”
He commended NCC employees for their contributions across various responsibilities, including addressing consumer complaints, engaging licensees, supporting regulatory activities, managing communications and providing internal services.
Maida observed that although much of this work takes place behind the scenes, its effects are evident throughout the Commission and among the stakeholders who rely on its services.
He also stressed the importance of improving service delivery within the organisation, noting that how colleagues support one another directly influences the quality 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.
The NCC boss further appreciated consumers, industry partners and other stakeholders for their feedback, describing it as an important tool for identifying the Commission’s strengths and areas requiring improvement.
He maintained that the organisation must remain open to listening, learning and taking appropriate action based on the concerns and suggestions it receives.
Maida urged staff to identify specific areas of their daily responsibilities that require improvement, including delayed responses, complicated procedures and recurring complaints that may point to deeper problems.
“Addressing these issues is how we turn our commitment to service excellence into results,” he said.
He further encouraged employees to treat every stakeholder with courtesy and respect, maintain the highest standards of integrity and take responsibility for their duties.
According to him, these seemingly small but consistent actions are essential to building public trust and strengthening confidence in the Commission’s operations.
“Let us carry the spirit of ‘Going the Extra Mile’ into our work throughout the year,” he said, expressing appreciation to staff for their dedication and commitment to serving others.