At the National Emergency Management Agency (NEMA), the 2025 Customer Service Week unfolded not just as a celebration of service excellence, but as a vivid reflection of leadership that listens, inspires, and unites. The week-long event at the Agency’s headquarters in Abuja showcased the commitment of staff, partners, and stakeholders to quality humanitarian service under the steady and visionary leadership of the Director General, Mrs. Zubaida Umar.
From the opening session to the final day, every moment resonated with a sense of purpose and renewed commitment to public service. The event brought together officers from sister agencies, including the Nigeria Police Force, FRSC, NSCDC, Fire Service, Red Cross, and representatives of UN bodies, all of whom joined to celebrate the evolving culture of service within NEMA.
In her keynote address, Mrs. Umar reaffirmed that effective service delivery is not only about systems and processes, but about people serving people. She reminded staff that their ultimate “customers” are the millions of Nigerians who rely on NEMA’s compassion, efficiency, and professionalism in times of crisis. “In every emergency, a timely word, a listening ear, or a swift response can make all the difference between despair and hope,” she said.
The DG’s speech set the tone for the week’s activities — emphasizing that NEMA’s service ethos must continue to be anchored on empathy, quality assurance, and accountability. She explained that in an agency where every action touches lives, excellence and integrity must remain inseparable companions. “Our goal is to ensure that every intervention reaches the right people, at the right time, with the right resources,” she noted.
Beyond her words, what stood out most during the celebrations was the visible connection between the DG and her staff. From the warm exchanges to shared laughter and reflections, Mrs. Umar’s leadership style exuded accessibility and humility. Staff spoke openly about how her inclusive approach has created a renewed sense of belonging and motivation across departments, fostering teamwork and shared responsibility in service to the nation.
The celebration also featured goodwill messages from key partners, who praised NEMA’s collaborative spirit and its drive toward operational excellence under the current leadership. There were panel discussions, paper presentations on quality assurance and compliance in humanitarian delivery, and an interactive Q&A session where staff and stakeholders shared ideas on improving the agency’s customer service culture.
In a symbolic highlight of the week, the staff of NEMA, under the platform of the Association of Senior Civil Servants of Nigeria (ASCSN), presented an award of recognition to the Director General. The honour was in acknowledgment of her exemplary leadership, institutional reforms, and unwavering commitment to repositioning the agency for greater efficiency and inclusiveness.
Mrs. Umar, visibly touched by the recognition, described the award as “deeply meaningful because it comes from my own team.” She commended staff for their professionalism and dedication, urging them to keep doubling their efforts in serving the public with empathy and excellence. She also reaffirmed her commitment to promoting a work culture built on teamwork, innovation, and accountability, where every staff member feels valued and empowered to make a difference.
Her remarks echoed throughout the week as a rallying call for continuous improvement and deeper connection with the public. Under her watch, NEMA has increasingly focused on strengthening state and local response structures through the establishment of Local Emergency Management Committees (LEMCs) — a proactive step to ensure that disaster management begins at the grassroots.
As the celebrations drew to a close, it became clear that this year’s Customer Service Week was more than just an annual observance. It was a reaffirmation of purpose, a celebration of people, and a testimony to a leader who is quietly redefining public service through empathy, excellence, and example. For the staff of NEMA and millions of Nigerians who depend on the agency’s work, Mrs. Zubaida Umar’s leadership continues to stand as a source of confidence and inspiration — proof that with the right vision, indeed, *Mission Possible*.
Abdulhamid Abdullahi Aliyu
IOII
11 October, 2025
