The Vice Chairman of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has said that service remains central to the mandate of the commission, urging staff to take ownership of their responsibilities and always look for opportunities to go the extra mile in serving stakeholders.
Maida stated this while speaking during the commemoration of the 2026 Customer Service Week, themed “Going the Extra Mile.”
He said the annual event provided an opportunity for the commission to appreciate personnel who contribute to excellent service delivery and reflect on ways to improve its engagement with consumers and other stakeholders.
According to him, every policy formulated, decision taken and regulatory intervention undertaken by the NCC should ultimately improve the experience of Nigerians and contribute to the development of the country’s communications sector.
He said: “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.
“Sometimes, it is as simple as helping someone understand the next step, providing an update before they have to ask, or taking responsibility for an issue until it reaches the right person and is addressed.”
Maida noted that in an increasingly digital environment, stakeholders expected services that were efficient, transparent and responsive.
He, however, stressed that while technology and systems were important in meeting such expectations, the judgment, empathy and professionalism of personnel remained critical to giving those services value.
“Behind every inquiry or complaint is someone who needs an answer, a solution or the reassurance that their concern is being taken seriously,” he said.
The NCC Vice Chairman commended staff of the commission for their contributions, noting that whether they handled consumer complaints, engaged licensees, supported regulatory processes, managed communications or provided internal services, their roles remained important to the overall performance of the commission.
He said much of such work was done quietly but its impact was felt across the organisation and by stakeholders who depended on the commission.
Maida also emphasised the importance of internal service, saying the quality of service personnel provided to one another directly affected the quality of service delivered to the public.
According to him, sharing information promptly, responding to colleagues and working effectively across departments would enable the commission to perform better.
He also acknowledged consumers, industry partners and other stakeholders, saying their feedback enabled the commission to identify areas where it was doing well and those requiring improvement.
He urged personnel to remain willing to listen, learn and act on feedback received from stakeholders.
“As we mark this week, I encourage each of us to identify something we can improve in our daily work. It may be a response that takes too long, a process that causes unnecessary difficulty, or a recurring complaint whose underlying cause needs attention.
“Addressing these issues is how we turn our commitment to service excellence into results,” he said.
Maida urged staff to treat every stakeholder with courtesy and respect, uphold the highest standards of integrity and take ownership of their responsibilities.
He said such everyday actions would build trust in the commission and strengthen public confidence in its work.
“Let us carry the spirit of ‘Going the Extra Mile’ into our work throughout the year,” he added.
