Mrs Zubaida Umar, Director-General, National Emergency Management Agency (NEMA) has reaffirmed the agency’s commitment to excellence, empathy, and accountability in humanitarian service delivery as it marked the 2025 Customer Service Week.
Newsmen reports that the 2025 Customer Service Week (CSW) is themed “Mission: Possible.
Delivering her keynote address at the CSW event organised on Friday by NEMA Lagos Operations Office, the DG described the celebration as more than an annual observance — but a reminder of the agency’s purpose, values, and the people it serves.
Umar was represented by Mr Mohammed Olatunde, Head, NEMA Lagos Operations Office.
“This year’s theme, ‘Mission: Possible,’ is a powerful reminder that no challenge is insurmountable when service is driven by purpose and passion.
“Today is not merely an event, it is a reflection of who we are, why we serve, and the people who give meaning to our work: the citizens of Nigeria,” Umar said.
She noted that as Nigeria’s apex disaster management agency, NEMA’s “customers,” are the millions of Nigerians whose lives and livelihoods depend on the agency’s efficiency and professionalism.
“Whether we are responding to disasters, coordinating humanitarian relief, managing IDP camps, or strengthening community resilience, our success is measured by the trust and satisfaction of the people we serve,” Umar said.
According to her, customer care in NEMA is not a department but the heart of its mandate, stressing that in times of crisis, “a kind word, a timely update, or a swift response can make the difference between despair and hope.”
She said that the agency would dedicate part of the celebration to a special session on Quality Assurance and Compliance in Humanitarian Service Delivery, adding that NEMA’s mission goes beyond coordination, it demands excellence in every action and integrity in every process.
“Quality assurance ensures that every relief effort reaches the right people, at the right time, with the right resources. Compliance strengthens public trust and aligns our interventions with national policies and international standards,” Umar added.
The D-G commended NEMA staff, partners, and stakeholders for their professionalism and compassion, describing them as the lifeline of national resilience.
“From the frontline responders in disaster-prone communities to call-centre operators and policy teams working behind the scenes — each of you is a critical link in the chain of service that keeps Nigerians safe,” Umar said.
She called on all staff to uphold the values of empathy, professionalism, and accountability in every interaction, urging them to see every engagement, whether with victims, partners, or community leaders as an opportunity to build trust and restore dignity.
“Great service is not a destination, but a continuous journey of learning, compassion, and excellence,” she said.
The NEMA D-G urged staff and partners to use the week as a springboard for innovation and improvement, reaffirming the agency’s pledge to serve Nigerians with heart, courage, and integrity.
“Together, let us reaffirm our national pledge, to serve with heart and might, to act with urgency, and to stand with every Nigerian, in every disaster, every time. With determination and collaboration, our mission remains possible,” she said.
As part of the Customer Service Week events, Mr Akinlemibola Olabode, a NEMA staff, delivered a paper on “Quality Assurance and Compliance in Humanitarian Service Delivery.”
Olabode said that delivering humanitarian assistance that is timely, ethical, and effective remains one of the most vital responsibilities of any relief organisation.
He explained that compliance is not mere bureaucracy, but strict adherence to both external regulations such as donor rules and national standards and internal organisational policies covering financial audits, data protection, procurement, and non-discrimination.
“Timely and ethical delivery in humanitarian services is vital for effective disaster response,” he said.
Olabode noted that quality assurance and compliance promote effectiveness by ensuring that aid meets real needs; accountability by building public trust; protection by upholding the “Do No Harm” principle; and principled action by safeguarding humanity, impartiality, neutrality, and independence in all interventions.
He listed four guiding values essential to quality humanitarian work, reliability, accountability, transparency, and continuous improvement, and identified key tools such as audits, legal frameworks (like the NEMA Act), reporting systems, and codes of conduct.
One of the highlights of the event was the presentation of award of most dedicated and innovative staff by the D-G to Mrs Ibitayo Adenike, Assistant Director, Search and Rescue of the Lagos Operations Office.
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Also members of staff of NEMA treated their guests to cultural dance, showing Nigeria’s rich cultural diversity.
The Customer Service Week was attended by stakeholders sand partners of NEMA such as the Lagos State Emergency Management Agency (LASEMA), the Federal and Lagos Fire Service and the Nigeria Police and the media.
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