Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr. Aminu Maida, has urged personnel of the regulatory body to transcend routine responsibilities and deliver responsive, transparent, and people-centered services to telecom consumers and industry stakeholders.
Dr. Maida issued the charge on Tuesday in Abuja while addressing staff during events marking the 2026 Customer Service Week, themed “Going the Extra Mile.”
Highlighting customer service as the cornerstone of the Commission’s regulatory mandate, Maida emphasized that every policy, decision, and intervention must ultimately improve the experience of everyday Nigerians while fostering growth across the communications sector.
”‘Going the Extra Mile’ has a practical meaning in our daily work,” Maida said. “In an increasingly digital environment, people expect services that are efficient, transparent, and responsive. Technology and systems help us meet those expectations, but it is our judgment, empathy, and professionalism that give those services their value.”
Practical Steps to Public Trust
The NCC chief noted that service excellence does not always demand complex overhaul, but is often found in basic, disciplined execution—such as guiding stakeholders through regulatory processes, offering timely updates, and taking ownership of consumer complaints until fully resolved.
He acknowledged that while much of the internal work carried out by staff across various departments goes unnoticed publicly, its operational impact directly shapes industry sentiment and consumer satisfaction.
Maida also stressed the necessity of internal efficiency, asserting that inter-departmental collaboration and prompt information-sharing are prerequisite conditions for delivering quality external service.
Harnessing Feedback for Reform
Calling on staff to treat public feedback as a diagnostic tool rather than a routine formality, Maida challenged employees to use the observance week to target operational bottlenecks, including response delays and unresolved systemic complaints.
”Addressing these issues is how we turn our commitment to service excellence into results,” he said, noting that courtesy, integrity, and personal accountability remain fundamental to safeguarding public confidence in the regulator.
Maida concluded by thanking staff for their dedication and urging them to entrench the principles of the “Extra Mile” campaign as a permanent standard within the Commission’s workplace culture.
