In a resounding demonstration of accountability and citizen-focused governance, the Joint Admissions and Matriculation Board (JAMB) hosted a high-profile commemoration for the 2026 Customer Service Week on 19th October, 2026. Aligned with the global focus, the event centered on the inspiring theme “The Extra Mile,” bringing together key government functionaries, education sector stakeholders, and regulatory authority to evaluate and elevate public service delivery standards in Nigeria’s tertiary admissions process.
The event featured a powerful keynote address delivered by the Acting National Coordinator and CEO of SERVICOM, Mrs. Helen Lawal. Commending the Registrar, Management, and the SERVICOM Department of JAMB for organising the celebration, Mrs. Lawal noted that honouring frontline staff who handle day-to-day customer needs directly aligned with global best practices. She described the theme, “The Extra Mile,” “as a vital strategic call to action for Ministries, Departments, and Agencies (MDAs) to elevate public service delivery by moving beyond mere slogans into proactive, empathetic, and innovative engagement.”
Outlining practical ways staff embody this ethos, Mrs. Lawal emphasised proactiveness in anticipating customer needs, deep empathy toward vulnerable groups, and an unwavering commitment to full problem resolution. She stressed that “delivering world-class service requires cultivating essential professional traits, including process improvement initiatives, prompt responsiveness through enhanced support channels like WhatsApp desks, and efficient cross-departmental problem-solving, such as collaborating with ICT units to swiftly resolve issues like email changes or SIM swaps rather than turning candidates away.” Furthermore, she underscored core values like teamwork, transparency, accountability, and consistency in making service excellence a year-round habit.
Representing the Federal Ministry of Education, Mr. Anthony Ogwo praised JAMB for its central role in ensuring transparent tertiary admissions and commended its dedication to bridging service gaps. He emphasised that “responsive service, empathy, innovation, and accountability are essential for building public trust”, while encouraging staff to sustain efforts that enhance the candidate experience. Mr. Ogwo reaffirmed the ministry’s commitment to advancing the Federal Government’s public service reform agenda through citizen-centred collaboration, concluding with warm congratulations and a call to continually exceed routine expectations.
The event also featured strong goodwill messages from various education sector stakeholders, including the Chairman of the Bwari Area Council, a representative of the All-Nigeria Confederation of Principals of Secondary Schools (ANCOPSS), the FCTA Secondary School Education Board, the National Association of Proprietors of Private Schools (NAPPS), and a representative of invited school principals.
In his address, the Registrar and Chief Executive of JAMB, Professor Segun Aina, reflected on his personal history with the Board, noting that he served as a Youth Corps member seventeen years ago when JAMB was already recognised as a hardworking organisation. “What we seek to do now is to optimise and improve on the Board’s processes i.e. building on the structures which were on ground seventeen years ago and now after seventeen years. Customer Service is very important to me personally,” he stated, drawing attention to JAMB’s core motto: Service and Integrity.
Professor Aina highlighted significant strides made under his leadership, noting that the agency successfully cleared over 5,000 pending tickets within a single week and that he personally responds to inquiries on Instagram and X (formerly Twitter) across DMs and comment sections to “build trust and reduce trauma.” He also announced a major institutional breakthrough: “We have now found a common ground with NIMC via NIN Alignment Services, that would enable thousands of graduates who have not been able to observe their NYSC due to discrepancies in their names to now do so.” The high point of the event was the decoration of the Registrar as a SERVICOM Champion in recognition of his passion for excellent service delivery.
Earlier in his welcome address, the JAMB Nodal Officer, Mr. Kamaldeen Abiola Bello, emphasised that as an “institution entrusted with facilitating access to tertiary education, every interaction, inquiry, and complaint matters deeply”. He noted that excellent service delivery required professionalism, empathy, integrity, accountability, innovation, and a genuine willingness to help eliminate delays.
The celebration also featured insightful academic and operational paper presentations, including “The Role of Teamwork in Going the Extra Mile” delivered by SERVICOM Head of Operations, Mrs. Ngozi Akinbodewa, and “Going the Extra Mile in the Digital Age” presented by Team C Lead, Mrs. Kikelomo Aina.
In his vote of thanks and closing remarks, the Director of Human Resource Management, Mr. Gani Abdulrahim, expressed profound appreciation to the Registrar for his transformative leadership and commitment to accountability. He also acknowledged the collaborative efforts of the Acting National Coordinator, the JAMB SERVICOM unit, and all staff, urging everyone to keep working together to ensure the Board continuously delivers exceptional service to all Nigerians.
Aderemi Ajibola Adelabu anipr
Public Awareness Manager
SERVICOM Office, Presidency
19TH October, 2026
