The Federal Ministry of Works has warned that building quality roads is not enough to win public confidence, urging its staff to treat Nigerians with professionalism, courtesy, empathy and urgency.
The Minister of Works, Sen. David Umahi, represented by the Director Overseeing the Office of the Permanent Secretary, Mohammed Aminu Ahmed, gave the charge during a sensitisation session held to mark the 2026 Customer Service Week.
With the theme “Going the Extra Mile in Satisfying Customers,” the event focused on improving how the ministry serves Nigerians, contractors and other stakeholders.
Umahi said the public judges the government not only by the roads and infrastructure it delivers, but also by the manner in which citizens are treated when they interact with officials.
“Nigerians judge this administration not only by the roads we build, but also by how we serve them,” he said.
The minister’s representative expressed concern over lateness, poor treatment of members of the public and a lack of commitment among some workers, describing such behaviour as unacceptable in a service-oriented institution.
He disclosed that the minister had directed the Department of Reform Coordination and Service Improvement to intensify sensitisation across all levels of staff and promote positive behavioural change.
The department was also instructed to monitor service points, enforce adherence to official working hours and submit regular reports to management.
The Director of Reform Coordination and Service Improvement, Sharifat Joke Raji, said customer service was the responsibility of every employee—not just frontline officers.
She urged staff to be responsive, prompt, courteous and empathetic, while calling on them to use Customer Service Week as an opportunity to renew their commitment to public service.
The Director of Human Resource Management, Ahmad Muhammad Tukur, added that outstanding staff would be recognised and rewarded, while those who fail to improve could face sanctions in line with existing regulations.
The ministry ended the session by reaffirming its commitment to strengthening its customer service culture and ensuring that Nigerians receive efficient, timely and professional services.
