Go Extra Mile – INEC To Staff In Celebration Of Customer Service Week

The Independent National Electoral Commission (INEC) has called on its staff to go beyond routine official responsibilities by prioritising professionalism, empathy, accountability and timely service delivery to voters and other stakeholders.

The call was made during the Commission’s 2026 Customer Service Week celebration, held at its Conference Hall in Abuja, with the theme, “Going the Extra Mile.”

The annual celebration brought together members of the Commission’s management, National Commissioners, directors, heads of departments and staff, alongside a delegation from the Presidency’s Service Compact with All Nigerians (SERVICOM), to reflect on the importance of citizen-centred public service and the need to continually improve service delivery.

The Commission noted that public confidence in the electoral system depends not only on established policies and procedures but also on how effectively, respectfully and professionally its personnel engage the people they serve.

In the welcome address, Prof. Rhoda Gumus, National Commissioner and Chairman of the Health and Welfare Committee, speaking on behalf of the Chairman, Prof. Joash O. Amupitan, SAN, described Customer Service Week as an opportunity to appreciate both customers and staff while reaffirming the Commission’s commitment to excellence in public service.

The address emphasised that every staff member is an ambassador of INEC and that every interaction with a voter, political party, colleague or member of the public contributes to the public perception of the Commission.

Staff were urged to take ownership of their responsibilities, identify practical solutions to challenges and provide assistance beyond the minimum requirements of their duties.

“Going the extra mile” was described as making additional efforts to ensure that assignments are properly completed, citizens receive the necessary attention, colleagues obtain the support they need and services are delivered with professionalism and integrity.

The Commission stressed that excellent customer service should not be limited to the celebration week but must become an enduring institutional culture.

Also in attendance were Prof. Kunle Ajayi, National Commissioner and Chairman of the Board of the Electoral Institute, and Prof. Sunday Aha, National Commissioner and Chairman of the Board of Survey and Technical Committee on Equipment Acquisition (BOSTEAC).

The Commission highlighted its constitutional and statutory responsibilities, including voter and civic education, the promotion of knowledge of democratic electoral processes and the conduct of elections and referendums as provided by law.

It noted that the effective discharge of these responsibilities requires a strong commitment to transparency, integrity, credibility, impartiality, equity, dedication, excellence and teamwork.

The Commission also highlighted its public engagement activities, including the provision of electoral information through radio, television, websites and social media platforms, as well as voter registration, the printing and distribution of Permanent Voter Cards (PVCs), correspondence with citizens and stakeholder engagement.

At the time of the celebration, the Commission was undertaking activities relating to the display of the voters’ register and the distribution of PVCs, underscoring its continuing responsibility to provide services that enable eligible citizens to participate in the electoral process.

INEC further emphasised the importance of responding to correspondence within stipulated timelines, ensuring due process in contract administration and maintaining accessible communication channels through which citizens can obtain information and engage with the Commission.

The address also underscored the shared responsibilities of government, management, staff and external stakeholders in achieving effective service delivery.

While adequate funding and appropriate infrastructure remain important to the Commission’s operations, staff were urged to demonstrate courtesy, responsiveness, competence and integrity in their dealings with the public.

Continuous training and staff welfare were also identified as important elements in sustaining service quality and improving institutional performance.

In her remarks, the Acting National Coordinator of SERVICOM, Mrs. Helen Lawal, commended INEC for organising the 2026 Customer Service Week celebration, describing the occasion as an important reminder of the need for public institutions to consistently improve the quality of services they provide.

She explained that customer service excellence requires more than meeting established expectations; it involves making deliberate efforts to exceed them through responsive, efficient and citizen-focused service.

Lawal noted that the annual celebration provides an opportunity to recognise employees who demonstrate exceptional commitment to their responsibilities, strengthen teamwork and encourage innovative approaches to service delivery.

She emphasised that service excellence is a collective responsibility that requires collaboration across departments and units rather than isolated efforts by individual officers.

According to her, staff should anticipate the needs of citizens, provide clear guidance, demonstrate patience and empathy, take ownership of complaints and ensure that issues are followed up until appropriate resolutions are achieved.

She particularly stressed the need for staff to show consideration to vulnerable groups, including older persons and persons with disabilities, while ensuring that citizens in rural communities are not disadvantaged in accessing public services.

The SERVICOM coordinator also highlighted the importance of reducing delays, improving communication, resolving complaints promptly and continually reviewing existing processes to make services more accessible and effective.

She explained that the 2026 theme, “Going the Extra Mile,” represents a call to action for public institutions to build a service culture founded on professionalism, accountability, integrity, efficiency and human-centred engagement.

Lawal further noted that the theme’s visual identity, including its road-sign motif, symbolises direction, commitment and the journey towards exceeding customers’ expectations. She explained that the colours associated with the celebration represent values such as trust, professionalism, energy, appreciation, transparency and commitment.

She urged INEC staff to embrace these values in their daily responsibilities and ensure that excellent service becomes a consistent practice rather than an activity reserved for special occasions.

The celebration reinforced the importance of collaboration among departments in ensuring that citizens receive coordinated and timely services.

The Commission noted that effective service delivery requires staff to work together, share information and take collective responsibility for addressing challenges that affect the public.

Staff were encouraged to demonstrate initiative by identifying opportunities to improve procedures, minimise avoidable delays and provide practical assistance to citizens seeking electoral information or services.

The address also called on political actors and other stakeholders to comply with electoral laws and regulations, participate responsibly in the electoral process and promote tolerance and dialogue rather than electoral malpractice and violence.

These responsibilities, the Commission noted, complement its efforts to maintain credible electoral processes and strengthen public confidence in democratic institutions.

The Presidency’s SERVICOM delegation was led by the Acting National Coordinator, Mrs. Helen Lawal, and included Mrs. Ngozi Akinbodewa, Head of Operations; Mr. Adelabu Aderemi, Public Awareness Manager; Mrs. Nena Oleg, Desk Officer; and Mr. Emmanuel Ututtah, Cameraman.

Their participation provided an opportunity to reinforce the relationship between service delivery monitoring and the continuous improvement of public institutions.

The celebration concluded with a renewed call for INEC personnel to make courtesy, responsiveness, professionalism and accountability central to their daily interactions with citizens.

As the Commission continues preparations for the 2027 General Election, the message of the 2026 Customer Service Week remains clear: every interaction matters, every complaint deserves appropriate attention, and every staff member has a role to play in ensuring that citizens receive effective and respectful.