The Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Dr Aminu Maida, has urged staff of the Commission to treat service excellence as a daily duty, saying every policy and regulatory decision should ultimately improve the experience of the people the NCC serves.
Maida spoke at the NCC Head Office in Abuja to commemorate Customer Service Week 2026, held under the theme “Going the Extra Mile.”
He said the week offers a chance to appreciate the people behind excellent service and to reflect on how stakeholders can be served better.
“At NCC, service is central to our mandate,” he said. “Every policy we formulate, every decision we make, and every regulatory intervention we undertake should ultimately improve the experience of the people we serve and support the development of Nigeria’s communications sector.”
The NCC boss said the theme has a practical meaning in the Commission’s daily work. According to him, it means listening carefully, responding promptly, explaining decisions clearly and following through on commitments.
He said it can be as simple as helping someone understand the next step, giving an update before it is requested, or taking responsibility for an issue until it reaches the right person and is resolved.
Maida noted that people now expect services that are efficient, transparent and responsive, particularly in a digital environment. He said technology and systems help meet those expectations, but human qualities give the services their value.
“Technology and systems help us meet those expectations, but it is our judgment, empathy and professionalism that give those services their value,” he said. “Behind every inquiry or complaint is someone who needs an answer, a solution or the reassurance that their concern is being taken seriously.”
He thanked the Commission’s staff for their work, whether in handling consumer complaints, engaging licensees, supporting regulatory processes, managing communications or providing internal services. He said much of this work happens quietly, but its impact is felt across the Commission and by the stakeholders who depend on it.
Maida also called for greater attention to internal service. He said the quality of service colleagues give one another affects the quality delivered to the public.
“When we share information promptly, respond to colleagues and work effectively across departments, we help the whole Commission perform better,” he said.
The NCC chief acknowledged consumers, industry partners and other stakeholders, saying their feedback helps the Commission see where it is doing well and where it must improve. He said the Commission must remain willing to listen, learn and act on what that feedback shows.
He encouraged every staff member to identify something to improve in their daily work, such as a response that takes too long, a process that causes unnecessary difficulty, or a recurring complaint whose root 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 these everyday actions build trust in the Commission and strengthen confidence in its work.
“Let us carry the spirit of ‘Going the Extra Mile’ into our work throughout the year,” he said, thanking staff for their dedication and the care they bring to serving others.
