The Federal Ministry of Works has urged its staff to demonstrate professionalism, courtesy, empathy and responsiveness in their dealings with members of the public.
The Minister of Works, David Umahi, represented by the Director Overseeing the Office of the Permanent Secretary, Mohammed Aminu Ahmed, made the call during a sensitisation session organised by the Department of Reform Coordination and Service Improvement to mark the 2026 Customer Service Week.
The session was held with the theme, “Going the Extra Mile in Satisfying Customers.”
Umahi said quality infrastructure delivery must be matched by effective customer service, stressing that the public judges government not only by the roads and other projects delivered but also by how officials treat citizens.
He urged staff to attend to members of the public with speed, courtesy and professionalism, while expressing concern over lateness, poor treatment of citizens and inadequate commitment to official responsibilities among some workers.
The Minister said the Ministerial Service Delivery Committee, which includes representatives from various departments and stakeholders, would continue to provide management with information on challenges affecting service delivery.
He also disclosed that the Department of Reform Coordination and Service Improvement had been directed to intensify sensitisation across the Ministry to encourage positive behavioural change and improve service delivery.
Earlier, the Director of Reform Coordination and Service Improvement, Sharifat Joke Raji, said customer service was the responsibility of every staff member and not only frontline officers.
She urged workers to be prompt, responsive, courteous and empathetic in their interactions with Nigerians, contractors and other stakeholders.
The Director of Human Resource Management, Ahmad Muhammad Tukur, also called for greater discipline and commitment among staff, particularly in observing official working hours and maintaining professional standards.
Tukur said staff who demonstrate exceptional commitment to service delivery would be recognised, while those who fail to improve their conduct would face appropriate sanctions in line with existing rules.
The ministry further directed the Department of Reform Coordination and Service Improvement to monitor service delivery points across its offices and submit regular reports to management.
It said the monitoring would help ensure compliance with official schedules and promote continuous improvement in services provided to Nigerians and other stakeholders.
