Customer Service Week: Works Ministry Tackles Lateness, Poor Public Service
By Alice Etuka, Abuja
The Federal Ministry of Works has warned its staff against lateness, poor treatment of members of the public and lack of commitment to official responsibilities, urging them to prioritise professionalism, courtesy and timely service delivery.
This was contained in a statement issued by the Director of Information and Public Relations of the Ministry, Mohammed Ahmed on Tuesday.
Ahmed said the Minister of Works, Engr. David Umahi, represented by the Director Overseeing the Office of the Permanent Secretary, Mohammed Ahmed, gave the warning during a sensitisation session organised by the Department of Reform Coordination and Service Improvement (RC&SI) to mark the 2026 Customer Service Week.
The event, themed “Going the Extra Mile in Satisfying Customers,” provided an opportunity for the ministry to assess its service delivery practices and reaffirm its commitment to meeting the expectations of Nigerians, contractors and other stakeholders.
Representing the minister, Ahmed said effective customer service was an integral part of quality service delivery, stressing that providing good road infrastructure without treating members of the public with courtesy and professionalism would amount to incomplete service delivery.
He said, “Nigerians judge this administration not only by the roads we build, but also by how we serve them.”
The minister’s representative noted that the Ministerial Service Delivery Committee, comprising representatives from various departments and stakeholders, plays an important role in strengthening service delivery and providing management with information on challenges affecting effective and timely service.
He, however, expressed concern over the attitude of some staff, particularly lateness, poor treatment of members of the public and inadequate commitment to official duties.
According to him, such conduct was unacceptable because the Federal Ministry of Works is a service-oriented organisation whose performance influences public perception of government.
He disclosed that Umahi had directed the Department of Reform Coordination and Service Improvement to intensify sensitisation across all cadres of staff to promote positive behavioural change and improve efficiency, effectiveness and timeliness in service delivery.
Earlier, the Director of Reform Coordination and Service Improvement, Sharifat Joke Raji, said Customer Service Week offered the ministry an opportunity to reflect on its service delivery practices and renew its commitment to meeting the expectations of Nigerians and other stakeholders.
Raji stressed that going the extra mile for customers required staff to be responsive, prompt, courteous, empathetic and professional in their dealings with members of the public.
She emphasised that customer service was not the sole responsibility of frontline officers, but a collective responsibility of every member of staff.
“Service is not just the responsibility of the frontline officer; it is the responsibility of all of us,” she said.
In a goodwill message, the Director of Human Resource Management, Ahmad Muhammad Tukur, also urged staff to demonstrate discipline and commitment to their responsibilities, particularly by observing official working hours and maintaining professional standards.
Tukur raised concerns over lateness and failure by some workers to observe official working hours, urging management and senior officers to lead by example.
He said staff must make the necessary sacrifices in the interest of effective public service despite prevailing economic challenges.
The director disclosed that staff who demonstrate exceptional commitment to service delivery would be recognised and rewarded, while those who fail to improve their attitude to work would face appropriate sanctions in line with extant rules and regulations.
The Department of Reform Coordination and Service Improvement was also directed to monitor service delivery at various service points across the ministry and submit regular reports to management for appropriate action.
The ministry further urged staff to use the Customer Service Week to renew their commitment to their duties and ensure that members of the public and other stakeholders receive efficient, timely, courteous and professional services.
