By Bunmi Yekini
The National Emergency Management Agency (NEMA) has reiterated its commitment to excellence, empathy, and accountability in humanitarian service delivery as it joined global organisations to mark the 2025 Customer Service Week (CSW) themed “Mission: Possible.”
Speaking at the event organised by the NEMA Lagos Operations Office on Friday, the agency’s Director-General, Mrs. Zubaida Umar, described the celebration as more than an annual observance, but a reflection of NEMA’s purpose, values, and dedication to Nigerians.
Represented by Mr. Mohammed Olatunde, Head of NEMA Lagos Operations Office, Umar said the theme underscored the power of purpose-driven service in overcoming challenges.
“This year’s theme, ‘Mission: Possible,’ is a powerful reminder that no challenge is insurmountable when service is driven by purpose and passion,” she said.
“Today is not merely an event, it is a reflection of who we are, why we serve, and the people who give meaning to our work: the citizens of Nigeria.”
Umar noted that as Nigeria’s apex disaster management agency, NEMA’s “customers” are the millions of Nigerians whose lives and livelihoods depend on the agency’s professionalism and efficiency.
“Whether we are responding to disasters, coordinating humanitarian relief, managing IDP camps, or strengthening community resilience, our success is measured by the trust and satisfaction of the people we serve,” she explained.
She emphasised that customer care is central to NEMA’s mandate, particularly during emergencies when compassion and timely communication can save lives.
“In times of crisis, a kind word, a timely update, or a swift response can make the difference between despair and hope,” she said.
The D-G announced that part of this year’s celebration would include a special session on Quality Assurance and Compliance in Humanitarian Service Delivery, aimed at reinforcing standards in disaster response.
“Quality assurance ensures that every relief effort reaches the right people, at the right time, with the right resources. Compliance strengthens public trust and aligns our interventions with national policies and international standards,” Umar stated.
She praised NEMA staff, partners, and stakeholders for their professionalism and compassion, describing them as the “lifeline of national resilience.”
“From frontline responders in disaster-prone communities to call-centre operators and policy teams working behind the scenes, each of you is a critical link in the chain of service that keeps Nigerians safe,” she said.
Umar urged staff to uphold empathy, professionalism, and accountability in all engagements.
“Great service is not a destination, but a continuous journey of learning, compassion, and excellence,” she noted.
“Together, let us reaffirm our national pledge, to serve with heart and might, to act with urgency, and to stand with every Nigerian, in every disaster, every time. With determination and collaboration, our mission remains possible.”
Delivering a paper titled “Quality Assurance and Compliance in Humanitarian Service Delivery,” Mr. Akinlemibola Olabode, a NEMA staff member, said that timely and ethical humanitarian response remains the core of effective disaster management.
“Compliance is not bureaucracy, it is strict adherence to donor rules, national standards, and internal policies that promote transparency, fairness, and non-discrimination,” Olabode said.
He highlighted key values such as reliability, accountability, transparency, and continuous improvement, stressing that audits, reporting systems, and legal frameworks like the NEMA Act are vital tools for ensuring quality and integrity.
The event also featured a cultural performance by NEMA staff celebrating Nigeria’s diversity and the presentation of an award to Mrs. Ibitayo Adenike, Assistant Director, Search and Rescue, Lagos Operations Office, who was recognised as the “Most Dedicated and Innovative Staff.”
Stakeholders and partners in attendance included representatives from the Lagos State Emergency Management Agency (LASEMA), the Federal and Lagos State Fire Services, the Nigeria Police, and members of the media.