Interior Ministry Tasks Workers on Professionalism, Innovation, Accountability

Interior Ministry Tasks Workers on Professionalism, Innovation, Accountability

By Our Reporter

Abuja (Core Reporters) -The Ministry of Interior has urged its workforce to embrace professionalism, empathy, innovation and accountability in delivering quality services to citizens, saying every staff member has a role to play in improving public confidence in government.

The Ministry made the call while joining organisations around the world to commemorate the 2026 Customer Service Week, themed “Going Extra Mile.”

Speaking at the celebration, the representative of the Permanent Secretary and Director of Human Resources Management, Mrs Cathrine Zozi, said excellent customer service goes beyond responding to requests, stressing that it requires professionalism, courtesy, empathy, integrity and a genuine sense of responsibility.

She said every interaction with a citizen presents an opportunity to build public trust and demonstrate the values of a responsive and ambitious civil service.

Zozi urged staff to continuously improve internal processes, listen to feedback, respond promptly to complaints and embrace innovative approaches capable of enhancing service delivery.

She also encouraged workers to make the principles of SERVICOM part of their daily practice rather than limiting them to the annual Customer Service Week celebration.

Also speaking, the Deputy Director, Joint Services, Mr Bello Adogarh, said the theme, “Going Extra Mile,” speaks directly to the responsibilities of public servants, noting that effective service to citizens requires going beyond the routine discharge of official duties.

Adogarh said every interaction with citizens provides an opportunity to strengthen confidence in government, adding that excellent customer service should be treated as an integral part of institutional culture rather than an additional responsibility.

Participants at the celebration noted that customer service extends beyond frontline officers who interact directly with members of the public, stressing that every staff member is a service provider because the Ministry’s operations depend on interconnected services across departments and units.

The facilitator explained that customers in the public service could broadly be classified as internal and external customers.

According to the facilitator, internal customers include staff who receive services from other departments or units, while external customers comprise citizens and other members of the public seeking services, information or assistance from the Ministry and its agencies.

The Ministry consequently challenged its workforce to recognise their individual contributions to the overall service experience and continually ask: “What more can I do to improve the service?”

As part of the celebration, the Head of the Reform Coordination and Service Improvement Department, Mrs Muazu Risikat Funmilayo, showcased products and initiatives emerging from the Ministry’s Innovation Hub.

Staff were encouraged to visit the Hub, explore its activities and identify opportunities for innovation, skills development and practical solutions that could improve service delivery.

The celebration also provided an opportunity for participants to reflect on the importance of continuous assessment and improvement in the public service.

Staff were urged to regard Customer Service Week not merely as an annual celebration but as an opportunity to evaluate existing practices, identify service gaps and make deliberate improvements.

The Ministry reaffirmed that effective service delivery is a collective responsibility requiring collaboration across departments, units and agencies.

It therefore enjoined its workforce to embrace the spirit of “Going Extra Mile” by demonstrating professionalism, responsiveness, courtesy, accountability and innovation in every interaction.

The Ministry said it remained committed to building a public service culture where citizens are treated with dignity, staff work collaboratively and every service encounter contributes to greater public confidence in government.