Abuja: 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.
According to Voice of Nigeria, Mrs. Umar highlighted that 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,’ suggesting that no challenge is insurmountable when service is driven by a clear sense of purpose and a deep passion for the work at hand.
Mrs. Umar emphasized that today is not merely an event but a reminder of who NEMA is, why it serves, and the people who give meaning to its work: the citizens of Nigeria. As the nation’s apex disaster management agency, NEMA’s ‘customers’ are the millions of Nigerians whose lives and livelihoods depend on its efficiency, empathy, and professionalism. 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.
She further explained that disasters do not give notice, and 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. This is why customer care in NEMA is not a department but the heart of its mandate. The focus is to ensure that every relief effort reaches the right people, at the right time, with the right resources.
Mrs. Umar stressed that the primary objective is to ensure that all relief efforts effectively reach the appropriate beneficiaries, promptly, and with the necessary resources. She noted that compliance strengthens public trust and aligns the organisation’s humanitarian initiatives with national policies and international standards. The 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 serves as a reminder that quality service is the foundation of disaster management.