By Nkechi Eze
The Independent National Electoral Commission (INEC) has reiterated its commitment to enhancing citizens’ experience across all electoral service points through technology-driven reforms and responsive public engagement.
The Commission’s Chairman, Professor Mahmood Yakubu, made the pledge in Abuja during the 2025 edition of the global Customer Service Week, celebrated from October 6 to 10 under the theme “Mission Possible.”
Yakubu emphasized that excellent customer service is vital to building public trust and confidence in governance, describing it as a civic obligation rather than an optional act of courtesy.
“Customer service in the public sector is not a luxury but a duty,” he stated. “INEC will continue to build systems that ensure every Nigerian’s interaction with the Commission is smooth, respectful, and rewarding.”
The celebration, which focused on the “5 Rs of Customer Service” Respect, Responsiveness, Responsibility, Resolution, and Relationship, featured tributes, awards, and recognitions for staff members who have demonstrated innovation and dedication in improving voter experience across the country.
In her remarks, the Secretary to the Commission, Mrs. Rose Oriaran-Anthony, commended Professor Yakubu for leading a reform-driven administration that has transformed INEC into one of Nigeria’s most technologically advanced public institutions.
“Honourable Chairman, I am going to expose something we say behind your back,” she said humorously. “We call you the ‘technology chairman’ because your tenure has introduced technology in no small measure.”
She explained that the Commission’s SERVICOM Unit curated the award ceremony to celebrate departments and individuals who have promoted service excellence, innovation, and teamwork.
“Today’s awards reflect our commitment to ensuring that every Nigerian voter is connected to the ballot box,” she added. “From riverine areas to desert communities, our staff go the extra mile, by canoe, donkey, and on foot to make sure every citizen can vote.”
Oriaran-Anthony also disclosed that INEC has been shortlisted for a national SERVICOM award as one of the best-performing Ministries, Departments, and Agencies (MDAs) in technology adoption, underscoring its leadership in digital electoral reforms and transparency.
Also speaking, Mrs. Ngozi Akinbodewa, Head of Operations at SERVICOM in the Presidency, applauded INEC for setting a strong example among public institutions in championing service excellence.
“This is the first customer service event for MDAs this year, and INEC is starting on a very impressive note,” Akinbodewa said. “What we have witnessed here today is commendable, and other MDAs will take a cue from it.”
She noted that Customer Service Week offers a valuable opportunity for reflection, recognition, and renewed commitment to service quality especially in a sensitive institution like INEC, whose work touches the lives of every Nigerian.
“Employee experience is the new customer experience, because customers care about how staff are treated,” she observed. “Service excellence is turning the impossible into possible, and INEC has demonstrated this through technology, transparency, and stakeholder engagement.”
According to her, the year’s theme “Mission Possible” captures the Commission’s determination to turn challenges in electoral administration into opportunities for progress, from improving voter access to enhancing transparency in result management.
“We believe that one day soon, during elections, Nigerians will see results transmitted live, that’s our definition of Mission Possible,” she said, drawing applause from the audience.
Akinbodewa also highlighted the symbolism of the official colors of the celebration teal, white, and red, representing patience, transparency, and passion, which together embody the virtues of trust, honesty, and dedication in public service.
The event featured presentations on teamwork, innovation, and service excellence, with emphasis on INEC’s growing reliance on data-driven decision-making and citizen feedback to improve accountability and voter satisfaction.
“Accurate data drives accurate decisions,” Akinbodewa added. “INEC’s ability to use data to improve voter registration and logistics has become a model for other public institutions.”
In his closing remarks, Professor Yakubu expressed appreciation to SERVICOM and the Commission’s staff for their dedication to service delivery and reaffirmed INEC’s commitment to professionalism, transparency, and efficiency.
“We will not relent in our efforts to make the electoral process more transparent and voter-friendly,” he assured. “Every Nigerian deserves to experience respect, trust, and excellence in their interaction with the Commission.”
The highlight of the ceremony was the presentation of an award to Professor Yakubu for his visionary leadership in transforming INEC into a technology-driven institution that continues to strengthen Nigeria’s democracy through innovation and service excellence.
