The National Emergency Management Agency (NEMA) has urged its personnel to strengthen disaster response by prioritising timely intervention, compassion and accountability in delivering humanitarian services to disaster affected persons.

The Director-General of NEMA, Zubaida Umar, made the call in a keynote address at the 2026 Customer Service Week celebration in Minna on Thursday.

The celebration had the theme, “The Extra Mile.”

Mr Umar, represented by the Head of Operations, NEMA Minna Operations Office, Hussaini Isah, said customer service in disaster management required more than efficiency.

She said it also demanded professionalism, responsiveness and respect for the dignity of affected persons.

According to her, the quality of humanitarian services determines the protection of lives and livelihoods, recovery of affected communities and public confidence in the agency.

The director-general said floods, conflicts, fires, epidemics, building collapses, windstorms, drought and other emergencies continued to pose challenges to communities across the country.

She said NEMA had strengthened its operational presence through its zonal and operations offices.

Mr Umar added that the agency continued to collaborate with State Emergency Management Agencies, local governments, security agencies, humanitarian organisations and other stakeholders.

She listed the agency’s interventions to include disaster assessments, search and rescue operations, early warning activities, public awareness campaigns, relief distribution and emergency coordination.

The director-general said going the extra mile required personnel to respond promptly to distress calls, including outside official working hours.

She also urged them to remain committed to supporting internally displaced persons and ensure transparency in the assessment and distribution of relief materials.

Ms Umar stressed the need for stronger partnerships and improved communication among stakeholders.

She said disaster management could not be handled effectively by NEMA alone.

 The director-general commended the SERVICOM Unit, staff and partners for their contributions to service excellence.

She urged them to ensure the agency’s commitment translated into measurable improvements in the lives of disaster-affected persons.

Also speaking, SERVICOM Desk Officer, NEMA Minna Operations Office, Fatima Santuraki, said going the extra mile involved anticipating the needs of vulnerable communities.

In her presentation, Ms Santuraki said early warnings must reach people at risk, while assessment findings should translate into timely interventions.

She urged NEMA personnel to pay particular attention to children, women, older persons, persons with disabilities, displaced families and residents of remote communities.

She noted that such groups might have limited access to information and humanitarian assistance.

In his remarks, Director-General of the Niger State Emergency Management Agency (NSEMA), Abdullahi Baba-Arah, urged participants to translate lessons from the celebration into practical actions.

Mr Baba-Arah, represented by the Director of Monitoring and Evaluation, NSEMA, Isah Lapai, said the discussions should not be confined to archives but implemented to benefit disaster-affected communities.

Representatives of the Federal Road Safety Corps, federal and state fire services, among other stakeholders, attended the event.

The event also featured cultural displays showcasing Nigeria’s rich heritage and discussions on improving customer service and strengthening disaster risk management.

(NAN)