NEMA Reaffirms Commitment to People-Centred Service Delivery

The National Emergency Management Agency (NEMA) has reiterated that customer service goes beyond systems and processes, stressing that it is fundamentally about people serving one another.

Director General of NEMA, Mrs. Zubaida Umar, stated this in Abuja during the 2025 Customer Service Week.

She said “the celebration serves as a reminder that excellent service is not a one-time goal but a continuous process built on learning, compassion, and commitment to excellence.”

The theme for this year, as articulated by her, is “MISSION POSSIBLE.”

This theme suggests that no challenge is insurmountable when service is driven by a clear sense of purpose and a deep passion for the work at hand.

“Today is not merely an event – it is a reminder of who we are, why we serve, and the people who give meaning to our work: the citizens of Nigeria. As the nation’s apex disaster management agency, our ‘customers’ are the millions of Nigerians whose lives and livelihoods depend on our efficiency, empathy, and professionalism,” Umar said.

She noted that the Agency’s effectiveness in addressing disasters, coordinating humanitarian assistance, managing camps for internally displaced persons, and enhancing community resilience is assessed by the trust and satisfaction of the populations it serves.

“Disasters do not give notice. In times of crisis, a kind word, a timely update, a listening ear, or a swift response can make the difference between despair and hope. That is why customer care in NEMA is not a department – it is the heart of our mandate.

“In NEMA, our mandate demands more than just coordination of emergency response, it demands excellence in every action and integrity in every process,” Umar said.

The DG of NEMA said the focus was to ensure that every relief effort reaches the right people, at the right time, with the right resources,

She emphasised that the primary objective is to ensure that all relief efforts effectively reach the appropriate beneficiaries, promptly, and with the necessary resources.

Umar noted that compliance strengthens public trust and aligns the organisation’s humanitarian initiatives with national policies and international standards.

She said; “Our mandate demands more than just coordination of emergency response – it demands excellence in every action and integrity in every process.”

At NEMA, Customer Service Week is a reminder that quality service is the foundation of disaster management.