NCC Boss Urges Staff to Go Extra Mile in Service Delivery, Says Stakeholder Trust Is Key
By Pan Afric Reporters
The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff of the commission to strengthen service delivery, embrace accountability and respond promptly to stakeholders’ concerns to build public trust and improve regulatory effectiveness in Nigeria’s communications sector.
Maida made the call in an address delivered at the NCC headquarters in Abuja on October 6, 2026, to commemorate Customer Service Week 2026, themed “Going the Extra Mile.”
He said customer service remained central to the commission’s mandate, stressing that its policies, decisions and regulatory interventions must ultimately improve the experience of consumers and other stakeholders while supporting the development of the telecommunications industry.
According to him, going the extra mile requires staff to listen attentively, respond promptly, communicate decisions clearly and take responsibility for resolving issues rather than merely transferring them from one department to another.
“Going the Extra Mile” has a practical meaning in our daily work. It means listening carefully, responding promptly, explaining our decisions clearly, and following through on commitments,” Maida said.
He noted that in an increasingly digital environment, consumers and industry stakeholders expected efficient, transparent and responsive services, adding that although technology and systems were essential, empathy, sound judgment and professionalism remained critical to delivering meaningful results.
The NCC chief executive emphasised that behind every inquiry or complaint was a person seeking an answer, a solution or reassurance that their concerns were being taken seriously.
He commended the commission’s workforce for their contributions across consumer complaint resolution, engagement with licensees, regulatory processes, communications and internal administrative services.
Maida also stressed the importance of internal service, noting that cooperation among departments directly influenced the quality of services delivered to the public.
“The quality of service we provide to one another affects the quality of service we deliver to the public,” he said, urging staff to share information promptly, respond to colleagues and improve collaboration across departments.
The NCC boss further acknowledged consumers, industry partners and other stakeholders for providing feedback that helps the commission identify areas of strength and aspects of its operations requiring improvement.
He encouraged staff to use the Customer Service Week as an opportunity to identify and address specific challenges, including delayed responses, cumbersome procedures and recurring complaints that require attention to their underlying causes.
According to him, resolving such issues is essential to translating the commission’s commitment to service excellence into measurable improvements for stakeholders.
“Let us continue to treat every stakeholder with courtesy and respect, uphold the highest standards of integrity, and take ownership of our responsibilities,” Maida said, adding that such everyday actions build trust in the commission and strengthen confidence in its work.
He urged employees to sustain the spirit of “Going the Extra Mile” beyond the commemorative week, making service excellence a continuous part of their professional responsibilities.
Maida concluded by thanking staff for their dedication and commitment to serving consumers, industry operators and other stakeholders, wishing them a successful Customer Service Week 2026.
