The workers of the National Emergency Management Agency (NEMA) have been charged to embrace innovation in a bid to improve their service delivery.
The Director General (DG) of NEMA, Zubaida Umar gave the charge on Monday when the agency marked the global celebration of Customer Service Week 2024 with the theme “Above and Beyond.”
At the event, Umar emphasized that the agency’s commitment to customer service is essential in fostering trust and confidence in its operations.
She stated that NEMA’s services are designed to be responsive, people-centered and focused on the needs of those most vulnerable, especially victims of emergencies and disasters.
Umar highlighted that the core of NEMA’s mission is to deliver exceptional service to both its customers and stakeholders.
“Our customers, whether victims of natural disasters, displaced persons, or communities affected by crises, rely on us to provide timely, efficient, and compassionate assistance,” she noted.
Umar explained that the theme, “Above and Beyond,” is particularly relevant to NEMA’s work because in the field of emergency management, the quality of service can be the deciding factor between life and death.
She also stressed that the empathy, professionalism and dedication shown by NEMA’s personnel in their interactions with affected individuals and communities reflect the agency’s core values of service, integrity and humanity.
Umar further acknowledged the unique challenges faced by NEMA employees including the unpredictable nature of disasters, limited resources and high-pressure environments.
Despite these challenges, she commended the agency’s staff for their resilience and unwavering commitment to service excellence.
“In times of disaster, your ability to stay calm, focused and responsive to the needs of those affected is invaluable,” she advised.
“The lives saved, communities rebuilt and hope restored are a direct result of your hard work and dedication.”
Looking forward, Umar urged the members of staff of NEMA to continue innovating and seeking ways to improve service delivery.
She emphasized the importance of embracing technological advancements such as early warning systems, disaster mapping and response coordination tools to better serve the public.
In her closing remarks, Umar reaffirmed NEMA’s commitment to achieving excellence in service delivery, innovation and teamwork.
“Together, we will continue to build a stronger and more responsive agency, standing ready to serve the people of this nation in their times of greatest need, above and beyond their expectations,” she concluded.
