The Head of the Civil Service of the Federation (HCSF), Olumuyiwa Abel, has urged public servants to go beyond the routine discharge of their duties by embracing excellence and professionalism in service delivery.

Mr Abel gave the charge on Thursday at the opening ceremony of the 2026 Customer Service Week Celebration of the Office of the Head of the Civil Service of the Federation (HCSF) in Abuja.

Represented by the Permanent Secretary, Common Services Office, Danjuma Garba, Mr Abel said customer service in the public sector went beyond processing files, responding to enquiries and delivering administrative services.

He added that it was fundamentally about creating value, building public confidence and ensuring positive experiences for citizens and stakeholders.

According to him, every interaction between public servants and citizens matters, adding that every officer has a responsibility to make government work better for the people.

The Head of Service urged officers to uphold the core values of accountability, meritocracy, professionalism, loyalty and efficiency, noting that these principles must be reflected in their daily conduct, decisions and service delivery.

He said the commitment to excellence was central to the Federal Civil Service Strategy and Implementation Plan (FCSSIP) 2030, which seeks to build on the achievements of the 2021–2025 reform agenda.

Mr Abel said the federal government’s ambition was to establish a modern, productive, transparent, digitally enabled and citizen-centred civil service, adding that achieving the objective required every officer to take ownership of service excellence and irrespective of rank or position.

He urged civil servants to make going the extra mile a daily culture rather than an occasional demonstration during celebrations.

He also called on them to be proactive, solution-oriented and innovative, instead of allowing bureaucratic routines to hinder effective service delivery.

“As the office responsible for providing leadership and direction to the Federal Civil Service, Office of the HCSF must lead by example.

“We must demonstrate that excellence in public service is achievable when professionalism, teamwork, accountability and genuine commitment to the people are placed at the centre of our operations,” he said.

Mr Abel commended the Reform Coordination and Service Improvement Department, management and staff of the OHCSF for organising the celebration.

He urged participants to use the week-long activities to reflect on existing practices, share experiences, recognise exemplary service and renew their commitment to delivering quality services to stakeholders.

He said the true measure of the celebration would not be the activities conducted during the week but the positive changes sustained in the attitudes, behaviour and service delivery of public servants afterwards.

Earlier, the Director of the Reform Coordination and Service Improvement Department, Gimbiya Iliyasu, said the theme underscored the importance of going beyond official requirements to meet the needs and expectations of Nigerians.

She said going the extra mile could involve responding promptly to enquiries, treating clients and colleagues with courtesy, resolving challenges proactively and ensuring that citizens were not unnecessarily frustrated when accessing government services.

Ms Iliyasu described customer service as a collective responsibility, stressing that every file processed, enquiry attended to and citizen treated with respect contributed to the image and reputation of the Federal Civil Service.

She said going the extra mile did not necessarily require extraordinary actions, explaining that simple gestures such as offering assistance, providing accurate information, punctuality and treating people with patience could make a significant difference.

“A citizen should not have to visit the same office three times just to receive an answer that would have been provided during the first visit,” she said.

The director urged participants to actively engage in the two-day celebration, share experiences and embrace practical approaches to improving service delivery.

She also called on civil servants to sustain the spirit of excellence beyond the celebration, while appreciating the management and staff for their dedication and contributions to strengthening the Federal Civil Service.

The Head of Service subsequently declared the 2026 Customer Service Week Celebration open with an award presentation to some Permanent Secretaries among others.

The celebration, with the theme, “The Extra Mile,” highlights the need for public servants to exceed expectations and adopt a more citizen-centred approach to service delivery. 

(NAN)