The Federal Ministry of Works has called on its staff to prioritise professionalism, responsiveness, courtesy, and empathy in discharging their official duties, stressing that effective customer service is integral to quality service delivery.
The Minister of Works, H.E. Sen. (Engr.) David Umahi, CON, FNSE, FNATE, represented by the Director Overseeing the Office of the Permanent Secretary (DOOPS), Mohammed Aminu Ahmed, FCNA, made the call during a sensitisation session organised by the Department of Reform Coordination and Service Improvement (RC&SI) as part of activities marking the 2026 Customer Service Week.
The event, which centred on the theme of “Going the Extra Mile in Satisfying Customers,” provided an opportunity for the Ministry to reflect on its service delivery and renew its commitment to meeting the expectations of its public, Nigerians and foreigners, alike.
The Minister, represented by the DOOPS, observed that delivering good road infrastructure without providing quality customer service would amount to incomplete service delivery. He, therefore, urged staff to serve members of the public with speed, courtesy, empathy and professionalism. According to him, “Nigerians judge this administration not only by the roads we build, but also by how we serve them.”
He explained that the Ministerial Service Delivery Committee, comprising representatives from various departments and stakeholders within the Ministry, serves as an important mechanism for strengthening service delivery and providing management with useful information on challenges affecting effective and timely service.
The Minister’s representative, however, expressed concern over the attitude of some staff towards work, particularly lateness, poor treatment of members of the public and lack of genuine commitment to official responsibilities.
He described such attitudes as unacceptable, stressing that the Federal Ministry of Works is a service-oriented organisation, whose performance contributes significantly to the public’s perception of the Federal Government.
He disclosed that the Minister had directed the Department of Reform Coordination and Service Improvement to intensify sensitisation across all cadres of staff to promote positive behavioural change and strengthen effective, efficient and timely service delivery.
Speaking earlier at the event, the Director of Reform Coordination and Service Improvement, Sharifat Joke Raji, welcomed directors, management representatives and staff to the sensitisation session. She noted that the Customer Service Week provides an opportunity for the Ministry to reflect on its service delivery practices and recommit itself to meeting the expectations of Nigerians, contractors and other stakeholders.
The Director stressed that ” going the extra mile for customers” requires staff to be responsive, prompt, courteous, empathetic and professional in their dealings with members of the public. She emphasised that customer service should not be regarded as the sole responsibility of frontline officers, but as 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. This Session is a reminder for us to always go the extra mile in satisfying our customers, while appreciating those who have been doing so and encouraging others to improve,” the Director stressed.
In a Goodwill Message, the Director of Human Resource Management (DHRM), Ahmad Muhammad Tukur, further emphasised that Nigerians assess the Ministry not only by the quality of roads and infrastructure delivered, but also by the manner in which they are treated, when they interact with staff of the Ministry. He urged staff to demonstrate discipline and commitment to their responsibilities, particularly by observing official working hours and maintaining professional standards in their dealings with members of the public.
The Director also raised concerns about lateness to work and some staff’s failure to observe official working hours, urging the Management and other senior officers to lead by example. He stressed the need for staff to make the necessary sacrifices in the interest of effective public service, despite prevailing economic challenges. He 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 accordance 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. It was further instructed to ensure strict adherence to official schedules and maintain effective monitoring of daily activities across offices.
The Ministry called on all staff to use the Customer Service Week as an opportunity to renew their commitment to their duties and ensure that members of the public and other stakeholders receive efficient, timely, courteous, and professional services. The event ended with a renewed commitment by the staff of the Federal Ministry of Works to strengthen its customer service culture, promote professionalism, and ensure continuous improvement in the quality of services provided to Nigerians and other stakeholders.
Mohammed A. Ahmed
Director, Information and Public Relations.
6 October, 2026.
