The Independent National Electoral Commission, INEC, has urged its personnel to prioritise efficient service delivery, accountability and timely responses to complaints as preparations gather pace for the 2027 general election.
The commission said public confidence in the electoral process depended not only on electoral policies and procedures but also on how professionally and respectfully its staff treated voters and other stakeholders.
National Commissioner and Chairman of the Health and Welfare Committee, Prof. Rhoda Gumus, who spoke on behalf of INEC Chairman, Prof. Joash Amupitan, made the call during the commission’s 2026 Customer Service Week celebration in Abuja on Friday.
With the theme, “Going the Extra Mile,” the event emphasised the need for INEC personnel to go beyond routine duties by demonstrating professionalism, empathy, competence and integrity in their dealings with the public.
Gumus said every staff member was an ambassador of the commission, adding that each interaction with voters, political parties, colleagues and members of the public shaped perceptions of the electoral umpire.
She urged personnel to take ownership of their responsibilities, find practical solutions to challenges and provide assistance beyond the minimum requirements of their duties.
According to her, excellent customer service must become an enduring institutional culture rather than a practice observed only during special occasions.
The national commissioner noted that INEC was currently displaying the voters’ register and distributing Permanent Voter Cards ahead of the 2027 general election, stressing the importance of efficient service in enabling eligible citizens to participate in the electoral process.
She also called for timely responses to correspondence, strict adherence to due process in contract administration and accessible communication channels through which citizens could obtain information and engage the commission.
While acknowledging the importance of adequate funding and infrastructure, Gumus said staff must demonstrate courtesy, responsiveness and integrity regardless of operational challenges.
She added that continuous training and improved staff welfare were essential to sustaining service quality across the commission.
Also speaking, the Acting National Coordinator of the Presidency’s Service Compact with All Nigerians, SERVICOM, Mrs. Helen Lawal, urged INEC to strengthen its citizen-focused service delivery by ensuring that complaints were handled promptly and effectively.
Lawal said customer service excellence required public institutions to anticipate citizens’ needs, provide clear guidance, demonstrate patience and empathy, and take responsibility for resolving complaints.
She stressed that service delivery was a collective responsibility requiring cooperation across departments, rather than the isolated efforts of individual officers.
The SERVICOM coordinator further called for special consideration for vulnerable groups, particularly older persons and persons with disabilities, warning that rural residents must not be disadvantaged in accessing public services.
She commended INEC for organising the event, describing it as an opportunity for public institutions to assess their performance and renew their commitment to meeting citizens’ expectations.
The celebration followed a fitness and health awareness walk and a sensitisation exercise on PVC collection by INEC staff earlier in the day.
National Commissioners Prof. Kunle Ajayi and Prof. Sunday Aha, alongside members of management, directors, heads of departments and other staff, attended the event.
The commission noted that professionalism, responsiveness and respectful engagement with citizens would remain critical to strengthening public confidence in the electoral process.
