The National Emergency Management Agency (NEMA) has held a sensitisation workshop on customer care management, aimed at strengthening service delivery and fostering a more responsive and empathetic organisational culture.
Organised by the Servicom Unit under the Department of Special Duties, the event took place at Merit House in Abuja and was chaired by the Director General of NEMA, Mrs Zubaida Umar. Directors and staff from the Headquarters and Abuja Operations Office were present at the gathering.
In her address, Mrs Umar expressed appreciation to NEMA personnel for their dedication and steadfast commitment to the agency’s mission. She acknowledged the crucial role staff play in engaging with the public, particularly in times of crisis, and underscored the need for respectful and professional conduct when dealing with stakeholders and disaster victims.
Mrs Umar noted that maintaining professionalism in public service interactions is essential and reiterated the agency’s alignment with Servicom principles, especially in responding to citizens in distress. She also pointed to the importance of treating every case with empathy and competence, as part of NEMA’s broader public service obligations.
She went on to reference several recent developments in staff welfare and career advancement, reaffirming the agency’s determination to continue investing in personnel training and capacity-building. The Director General encouraged staff to take full advantage of these opportunities to improve their skills and deliver even greater value in their roles.
Also speaking at the workshop, Mrs Ngozi Akinbodewa, Head of Operations at Servicom, praised NEMA’s leadership for its forward-thinking approach to public service standards. She welcomed the agency’s strong focus on customer care and commended its dedication to upholding a high-quality service ethos, describing NEMA’s model as one worthy of replication across other government institutions.
The workshop included interactive sessions and expert-led presentations, all geared towards embedding a culture of responsiveness and service excellence within the agency. The programme concluded with a collective commitment by staff to uphold the highest standards of public service in line with Servicom’s core values.
