Interior Ministry Tasks Staff On ‘Going Extra Mile’ For Better Service

Catherine Zozi
Representative of the Permanent Secretary

"Every encounter with members of the public presented an opportunity for civil servants to build trust in government and demonstrate the values of a responsive and ambitious public service." Cathrine Zozi, Director Human Resources Management 

.... Says "staff must continuously improve internal processes, listen to feedback, respond promptly to complaints and adopt innovative approaches capable of enhancing service delivery."

The Ministry of Interior has charged its workforce to go beyond routine duties and embrace professionalism, empathy,  innovation and accountability in providing quality services to Nigerians.

The ministry gave the charge while marking the 2026 Customer Service Week, themed “Going Extra Mile,” urging staff to make citizen-centred service delivery a daily commitment rather than an annual observance.

Speaking at the event, the representative of the Permanent Secretary and, Director of Human Resources Management, Mrs Cathrine Zozi, said excellent customer service required more than merely responding to requests from members of the public.

Zozi stressed the need for professionalism, courtesy, empathy, integrity and a strong sense of responsibility in every interaction with citizens.

She said every encounter with members of the public presented an opportunity for civil servants to build trust in government and demonstrate the values of a responsive and ambitious public service.

According to her, staff must continuously improve internal processes, listen to feedback, respond promptly to complaints and adopt innovative approaches capable of enhancing service delivery.

She also urged workers to make the principles of SERVICOM part of their daily operations rather than restricting their application to the annual Customer Service Week.

Also speaking, the Deputy Director, Joint Services, Mr Bello Adogarh, said the theme, “Going Extra Mile,” was particularly relevant to public servants because effective service to citizens required going beyond the routine discharge of official responsibilities.

Adogarh said every interaction with citizens was an opportunity to strengthen public confidence in government, adding that customer service should be treated as an integral part of institutional culture.

The ministry noted that customer service was not limited to frontline officers who deal directly with the public, stressing that every staff member was a service provider in one form or another.

It explained that internal customers included staff who depend on services provided by other departments and units, while external customers comprised citizens and other members of the public seeking services, information or assistance from the ministry and its agencies.

The ministry therefore challenged its workforce to continually ask: “What more can I do to improve the service?”

As part of the celebration, the Head of the Reform Coordination and Service Improvement Department, Mrs Muazu Risikat Funmilayo, showcased products and initiatives developed through the ministry’s Innovation Hub.

Staff were encouraged to explore the hub’s activities and identify opportunities for innovation, skills development and practical solutions to improve service delivery.

The ministry further urged its workforce to use the Customer Service Week as an opportunity to assess existing practices, identify service gaps and introduce deliberate improvements.

It reaffirmed that effective service delivery was a collective responsibility requiring collaboration across departments, units and agencies.

Mrs Mary Alli
Head. Press and Public Relations of the Ministry 

The ministry said it remained committed to building a public service culture where citizens are treated with dignity, staff collaborate effectively and every service encounter contributes to greater public confidence in government.