From Juliana Taiwo-Obalonye, Abuja
The Federal Civil Service Commission (FCSC) has tasked its staff with resolving complaints promptly, anticipating the needs of service users and improving coordination across departments to strengthen public confidence in the federal civil service.
The Commission said effective customer service required employees to go beyond routine duties by providing additional guidance, responding to complaints without unnecessary delays and ensuring that civil servants and members of the public received quality service.
The Director Overseeing the Office of the Permanent Secretary, Dahiru Lawal, gave the charge on Tuesday in Abuja at the Commission’s 2026 Customer Service Week celebration, themed “Extra Mile.”
Lawal urged staff to demonstrate greater commitment to their responsibilities by delivering timely, efficient and quality services to civil servants, ministries, departments and agencies (MDAs), as well as members of the public.
He described service delivery as a responsibility that must not be compromised, stressing that the success of any organisation depended largely on the quality of services it provided.
According to him, staff must discharge their duties with passion, integrity and discipline, while recognising that every interaction with service users contributes to the Commission’s reputation and public confidence in government institutions.
He also urged employees to maintain high professional standards irrespective of whether their efforts attracted immediate recognition or rewards.
The Team Leader for the celebration, Dr Ben Olofu, said the annual event provided an opportunity to appreciate employees who consistently exceeded expectations in serving customers.
Olofu explained that the theme, “Extra Mile,” underscored the need for staff to anticipate customers’ needs, provide additional guidance, address complaints promptly and demonstrate a willingness to go beyond their routine responsibilities.
He emphasised that customer service was not the responsibility of frontline officers alone, but a collective obligation requiring effective teamwork and collaboration across departments.
According to him, innovation and interdepartmental cooperation were essential to resolving issues quickly and ensuring a positive service experience for those dealing with the Commission.
The FCSC said small but consistent improvements in service delivery, including accuracy in appointment, promotion and disciplinary decisions, could significantly enhance its operations and reinforce public trust.
The Commission urged its workforce to make responsiveness, accountability and professionalism daily standards, rather than practices observed only during Customer Service Week.
The event formed part of efforts to strengthen the Commission’s commitment to an efficient, effective and merit-driven federal civil service.