Yemisi Izuora
The Independent National Electoral Commission (INEC) has urged its staff to go beyond routine duties by prioritising professionalism, empathy, accountability and timely service to voters and other stakeholders.
The call was made at the Commission’s 2026 Customer Service Week celebration, held on Friday 9th October, 2026 at its Conference Hall in Abuja, with the theme “Going the Extra Mile.”
The ceremony, which climaxed the Customer Service Week, followed a fitness and health awareness walk and a sensitisation on Permanent Voter Card (PVC) collection by staff of the Commission earlier in the day.
In a welcome address, National Commissioner and Chairman of the Health and Welfare Committee, Prof. Rhoda Gumus, speaking on behalf of the INEC Chairman, Prof. Joash O. Amupitan, SAN, said every staff member is an ambassador of the Commission.
She said every interaction with a voter, political party, colleague or member of the public shapes public perception of INEC.
According to her, public confidence in the electoral system depends not only on policies and procedures but also on how respectfully and professionally personnel engage the people they serve.
Prof. Gumus urged staff to take ownership of their responsibilities, find practical solutions to challenges and offer assistance beyond the minimum requirements of their duties.
She stressed that excellent customer service must not be limited to the celebration week but must become an enduring institutional culture.
The National Commissioner noted that it is currently displaying the voters’ register and distributing PVCs ahead of the 2027 General Election, a responsibility that demands service that enables eligible citizens to participate in the electoral process.
It also emphasised the need to respond to correspondence within stipulated timelines, ensure due process in contract administration and maintain accessible channels through which citizens can obtain information and engage the Commission.
While acknowledging that adequate funding and infrastructure remain important, the Commission urged staff to demonstrate courtesy, responsiveness, competence and integrity in their dealings with the public. It added that continuous training and staff welfare are vital to sustaining service quality.
The address also called on political actors and other stakeholders to comply with electoral laws, participate responsibly in the electoral process and promote tolerance and dialogue over malpractice and violence.
In her remarks, the Acting National Coordinator of the Presidency’s Service Compact with All Nigerians (SERVICOM), Mrs. Helen Lawal, commended INEC for organising the event, describing it as a reminder for public institutions to consistently improve the quality of their services.
She said customer service excellence involves making deliberate efforts to exceed expectations through responsive, efficient and citizen-focused service.
Mrs. Lawal said service excellence is a collective responsibility requiring collaboration across departments rather than isolated efforts by individual officers.
According to her, staff should anticipate citizens’ needs, provide clear guidance, show patience and empathy, take ownership of complaints and follow up until they are resolved.
She called for particular consideration for vulnerable groups, including older persons and persons with disabilities, and urged that citizens in rural communities must not be disadvantaged in accessing public services.
Explaining the theme’s visual identity, Mrs. Lawal said the road-sign motif symbolises direction, commitment and the journey towards exceeding customers’ expectations, while the colours represent trust, professionalism, energy, appreciation, transparency and commitment.
She urged INEC staff to embrace these values so that excellent service becomes a consistent practice rather than an activity reserved for special occasions.
The SERVICOM delegation, led by Mrs. Lawal, included Mrs. Ngozi Akinbodewa, Head of Operations; Mr. Adelabu Aderemi, Public Awareness Manager; Mrs. Nena Oleg, Desk Officer; and Mr. Emmanuel Ututtah, Cameraman.
Also in attendance were National Commissioners Prof. Kunle Ajayi, Chairman of the Board of the Electoral Institute, and Prof. Sunday Aha, Chairman of the Board of Survey and Technical Committee on Equipment Acquisition (BOSTEAC), alongside members of management, directors, heads of departments and staff.
As the Commission prepares for the 2027 General Election, the message of the 2026 Customer Service Week remains clear: every interaction matters, every complaint deserves attention, and every staff member has a role in ensuring citizens receive effective and respectful service.