The Acting National Coordinator and Chief Executive Officer of SERVICOM Presidency, Mrs. Helen Lawal, on Tuesday 6th October, 2026, continued her flag-off tour of the 2026 International Customer Service Week with visits to the Nigerian Airspace Management Agency (NAMA, the Federal Road Safety Corps (FRSC) and the Nigeria Civil Aviation Authority (NCAA), where she charged staff and management to institutionalise the culture of “going the extra mile” in public service delivery. The global celebration, which is held annually during the first full week in October, is being marked this year from 5th to 9th October, 2026 with the theme “THE EXTRA MILE”.
At each of the agencies, Mrs. Lawal expressed her delight to be part of the year 2026 Customer Service Week celebration and noted that the celebration was “an important reminder of the value of going a little bit further for every customer and also to remind teams that service excellence is built on consistent small acts that exceed expectation”. She said the celebration brought to the fore the commitment of the leadership of the agencies towards citizen-focused service delivery and appreciated the Managing Director, Corps Marshal, Director General, Management and SERVICOM Units for organising the celebration, describing it as “a critical step to sustain citizen focused service delivery” in their respective organisations and in line with global best practice to reward frontline staff who handle day-to-day customer needs all year round.
According to her, recognising their efforts “strengthens morale, improves performance and reinforces the culture of going ‘THE EXTRA MILE”. Mrs. Lawal explained that the Customer Service Week is a global event celebrated annually during the first full week in October and the official theme for 2026 is “THE EXTRA MILE” which “reminds us that every extra mile taken by staff strengthens the bond between organisations and the customers they serve”. She said the theme was illustrated in Royal Blue, White, Dark Gray/Black and Bright Orange with a classic road sign logo which symbolised direction, commitment and journey of surpassing expectations.
She commended specific innovations including “the Deployment of Free Public Airport Wi-Fi at major terminals like Nnamdi Azikiwe International Airport Abuja and Murtala Mohammed International Airport Lagos, aimed at boosting digital integration within terminals” at NAMA, the NCAA’s Quick Response Code for complaint resolutions and its Electronic Masterplan for Inspections and Certification, as well as the FRSC’s toll-free emergency lines and QR code for customer feedback.
She added that the theme “aligns directly with SERVICOM’s mandate of service excellence, integrity, accountability, efficiency and commitment” and that “It is more than a slogan — it is a strategic call to action for MDAs to elevate service delivery across Nigeria’s public sector” because it highlights the importance of frontline staff, promotes innovation, strengthens customer engagement and trust, encourages collaboration, builds a culture of empathy and sets a higher standard for public service delivery.
At the Nigerian Airspace Management Agency, the sensitisation programme attracted management staff and directors. Representing the Managing Director and Chief Executive, Engr. Farouk Ahmed Umar, the Director of Public Affairs and Consumer Protection Department, Mr. Musa Abdullahi, charged the staff “to go the extra mile in discharging their duties and achieving the organisation’s mandate”.
Also delivering a goodwill message, the Acting Director, Reform Coordination, Innovation and Service Improvement Department of the Federal Ministry of Aviation and Aerospace Development, Mr. Francisca Adediji, stated that “Service is the backbone of aviation. From air operators and regulatory bodies to the flying public, every stakeholder relies on NAMA’s efficiency, precision, and safety standards” and that the week reinforced individual impact, quality standards and institutional culture.
In her welcome address, the General Manager, SERVICOM/Customer Service, Mrs. Adepeju Ogunbanjo, stated that “Going the extra mile is more than simply doing what is expected of us. It means taking ownership, showing commitment, anticipating the needs of our customers or the people we serve and making a conscious effort to deliver service beyond the ordinary”. She noted that “every action we take matters” because customers including pilots, airlines and airports depend on NAMA for safe and reliable service, urging staff to ask themselves “What more can I do today to make the experience of my customers better.”
At the Federal Road Safety Corps, Mrs. Lawal highlighted citizen engagement initiatives, including Citizens Awareness and FRSC SERVICOM Day which provided a platform for direct engagement, created awareness of services, promoted understanding of citizens’ rights and helped bridge the information gap between FRSC and the public, as well as the launch of the FRSC SERVICOM Service Failure Ticket and Sticker as a tool for prompt identification and documentation of service failures, timely corrective action and continuous improvement. She cited examples of going the extra mile in FRSC such as “streamlining vehicle registration and licensing processes, QR code for customers feedback, directional signage to appropriate service point and demonstrating professionalism even under pressure or peak service hours e.g. during traffic congestion”.
At the Nigeria Civil Aviation Authority, the Director General, Capt. Chris Najomo, in his opening remark acknowledged that the week provided an opportunity to celebrate customers as well as staff for their professionalism and commitment to duty and challenge them to strive for greater and more efficient performance in their duties.
In all the agencies, Mrs. Lawal concluded that the year 2026 Customer Service Week themed “THE EXTRA MILE” presented an opportunity for MDAs to reaffirm their commitment to service excellence by celebrating frontline staff, engaging customers and strengthening internal collaboration, expressing the belief that the Managements will make their internal customers feel valued through employee engagement and build a culture where exceptional service becomes a standard practice. The events witnessed a massive attendance of management, members of staff, directors and unit heads in all the agencies visited.
Aderemi Ajibola Adelabu anipr
Public Awareness Manager
SERVICOM Office, Presidency
6th October, 2026
