As public institutions across the nation mark the Year 2026 Customer Service Week, the Acting National Coordinator and Chief Executive Officer of SERVICOM, Mrs. Helen Lawal, has charged both the Independent Corrupt Practices and Other Related Offences Commission (ICPC) and the Federal Capital Territory (FCT) Pension Department to institutionalise citizen-focused governance.
Speaking across separate high-profile engagements on 22nd October, 2026 in Abuja, Mrs. Lawal emphasised that “service excellence is forged through consistent, small acts that surpass public expectations, urging public servants to consistently “go the extra mile” in their daily duties.”
During the ICPC Customer Service Week celebration, Mrs. Lawal commended the anti-corruption commission’s leadership for championing accountable public service. Analysing the symbolism behind the 2026 theme, she explained that the classic road sign logo and intentional color palette, featuring Royal Blue for trust, Bright Orange for human connection, White for transparency, and Dark Gray for strength, collectively embody the journey of serving people with passion. She stressed that going the extra mile means “proactively anticipating customer needs, guiding the public smoothly through petition processes, and taking total ownership of issues until they are fully resolved.”
Reinforcing this mandate, the ICPC Chairman, Dr. Musa Adamu Aliyu, SAN, represented by the Director of Special Services, Prince Hassan Mohammed, noted that public trust is built on everyday interactions. He challenged “personnel to match the Commission’s statutory anti-corruption responsibilities with empathy and timeliness.” Pointing out that the anti-corruption institution was expected to uphold integrity, accountability, fairness, and professionalism in its investigations, the Chairman stated that those same values must be evident in every interaction between the Commission and the public, adding that “staff must eliminate bureaucratic bottlenecks without compromising due process or legal frameworks.”
Earlier in the proceedings, the Service Improvement Officer, Mrs. Chinenye Thelma Ani, delivered a welcome address celebrating the Commission’s recognition as the 2nd Best Performing Public Service Agency in 2025. Ani noted that the achievement was a challenge to sustain higher standards through shared responsibility. She encouraged the staff to continue providing the kind of service that the public can trust, appreciate, and confidently rely upon. She admonished personnel to let “every stakeholder interaction reflect the core values and mandate of the ICPC.”
In a related development, Mrs. Lawal took her service delivery advocacy to the FCT Pension Department, where she delivered a keynote address at the launch and unveiling of the Department’s maiden Service Charter and Customer Service Week celebration. Commending the FCTA leadership for advancing citizen-focused reforms, she noted that the unveiling of the Service Charter marked a monumental step toward service improvement, directly defining how the Department served retirees, pensioners, and desk officers.
Speaking further on the theme, Mrs. Lawal emphasised that going beyond the bare minimum means showing deep empathy and patience toward elderly citizens, cutting down waiting times, and leveraging technology like electronic file tracking and online portals. She detailed the strategic benefits of the new Service Charter as “an operational tool that builds trust, communicates entitlements clearly, and sets realistic standards, such as reconciling Retirement Savings Accounts within five working days.” Affirming that if the standards were “implemented, monitored, and reported on, the Department will be repositioned to function optimally so that all customers are served right.” She also advised management to give the charter wide publicity and properly empower frontline staff.
Both events, which recorded an impressive turnout of staff, management, invited guests, and stakeholders, concluded with a renewed commitment to institutionalise continuous improvement. Leaders across both organisations agreed that through sustained employee engagement, inter-departmental teamwork, and robust feedback mechanisms, public institutions in Nigeria can consistently deliver world-class, people-centered service.
Aderemi Ajibola Adelabu anipr
Public Awareness Manager
SERVICOM Office, Presidency
22nd October, 2026
