NCC CEO Maida tasks staff on improved customer service, accountability

Dr. Aminu Maida, the Executive Vice Chairman of the Nigerian Communications Commission (NCC), has called on staff members to enhance customer service, accountability, and responsiveness to stakeholders' concerns. During Customer Service Week 2026, which took place in Abuja on October 6, 2026, under the theme "Going the Extra Mile," Maida emphasized that service delivery forms the core of the Commission's mission.

He highlighted that the Commission's policies, decisions, and regulatory actions should aim to enhance stakeholders' experiences and foster the growth of Nigeria's communications sector.

Maida outlined that going the extra mile involves careful listening, prompt responses, clear explanations of decisions, and commitment to fulfilling promises. He suggested practical methods such as providing timely updates, helping stakeholders comprehend processes, and accepting responsibility for resolving complaints. Recognizing the growing digitalization of services, Maida acknowledged that stakeholders expect efficiency, transparency, and responsiveness.

Despite this, he underscored that professionalism, empathy, and judgment are critical for effective service delivery.

Appreciating the contributions of NCC staff across various departments, including consumer complaints management, engagement with licensees, regulatory processes, communications, and internal support services, Maida stressed the significance of internal service. He pointed out that the quality of assistance provided by employees to one another directly impacts the Commission's overall performance.

By promptly sharing information, responding to colleagues, and working effectively across departments, staff can help elevate the entire Commission's performance.

Maida also acknowledged consumers, industry partners, and other stakeholders, highlighting their feedback as crucial for identifying both strengths and areas needing improvement. He urged staff to identify and tackle recurring service delivery challenges, such as delayed responses, complex processes, and complaints whose root causes require attention.

Furthermore, he implored employees to treat stakeholders with courtesy and respect, maintain integrity, and assume ownership of their duties. Maida believed that these simple actions would foster public trust in the Commission and bolster confidence in its operations.

Maida emphasized that the spirit of going the extra mile should not be confined to the commemorative week but should be sustained throughout the year. He reiterated that service excellence must remain a year-round commitment for the NCC.