By Nkechi Eze
The Federal Ministry of Works has moved to strengthen its service culture and staff discipline, with a renewed emphasis on professionalism, punctuality, courtesy and efficient service delivery to Nigerians and other stakeholders.
According to an official statement signed by Mohammed A. Ahmed, Director, Information and Public Relations, the Minister of Works, Senator David Umahi gave the charge during a sensitisation session organised by the Department of Reform Coordination and Service Improvement (RC&SI) to mark the 2026 Customer Service Week.
The session, themed “Going the Extra Mile in Satisfying Customers,” provided an opportunity for the Ministry to review its service delivery practices and reinforce its commitment to meeting the expectations of Nigerians, contractors and other stakeholders.
Represented by the Director Overseeing the Office of the Permanent Secretary, Mohammed A. Ahmed the Minister said delivering quality road infrastructure must be matched by quality customer service, stressing that the manner in which public servants interact with citizens is critical to public confidence in government.
“Nigerians judge this administration not only by the roads we build, but also by how we serve them,” Umahi said.
The Minister expressed concern over the attitude of some staff towards their responsibilities, particularly lateness, poor treatment of members of the public and lack of genuine commitment to official duties.
He described such conduct as unacceptable, noting that the Ministry was a service-oriented organisation whose performance contributed significantly to the public perception of the Federal Government.
Umahi disclosed that he 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.
He also highlighted the role of the Ministerial Service Delivery Committee, comprising representatives from various departments and stakeholders within the Ministry, in identifying challenges affecting service delivery and providing management with information required to improve performance.
Earlier, the Director of Reform Coordination and Service Improvement, Sharifat Joke Raji, said Customer Service Week was an opportunity for the Ministry to reflect on its service delivery practices and renew its commitment to meeting the expectations of the public.
Raji said going the extra mile for customers required staff to be responsive, prompt, courteous, empathetic and professional in their dealings with members of the public.
She stressed that effective customer service should not be seen as the responsibility of frontline officers alone, 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,” she said.
In a goodwill message, the Director of Human Resource Management, Ahmad Muhammad Tukur, said members of the public assessed the Ministry not only by the quality of roads and infrastructure delivered, but also by how they were treated when interacting with its personnel.
Tukur 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.
He expressed concern over lateness and failure by some staff to observe official working hours, calling on management and senior officers to lead by example.
The Director also urged staff to make necessary sacrifices in the interest of effective public service despite prevailing economic challenges.
He disclosed that staff who demonstrated exceptional commitment to service delivery would be recognised and rewarded, while those who failed 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 consequently directed to monitor service delivery at various service points across the Ministry and submit regular reports to management for appropriate action.
The department was also instructed to ensure strict adherence to official schedules and maintain effective monitoring of daily activities across the Ministry’s offices.
The Ministry urged its personnel to use the Customer Service Week as an opportunity to renew their commitment to public service, strengthen professionalism and ensure that Nigerians, contractors and other stakeholders receive efficient, timely, courteous and professional services.
