By Our Correspondent
Lagos, Oct. 11, ’25 (TNZ) Mrs Zubaida Umar, Director-General, National Emergency Management Agency (NEMA) has reaffirmed the agency’s commitment to excellence, empathy, and accountability in humanitarian service delivery.
TheNewsZenith reports that Umar gave this affirmation as the agency marked the 2025 Customer Service Week on Friday.
The 2025 Customer Service Week (CSW) is themed “Mission: Possible”.
Delivering the keynote address at the event, the D-G described the celebration as more than an annual observance.
She noted that CSW was a reminder of the agency’s purpose, values, and the people it serves.
Mr Mohammed Olatunde, Head, NEMA Lagos Operations Office represented Umar at the occasion.
“This theme, ‘Mission: Possible,’ is a reminder that no challenge is insurmountable when service is driven by purpose and passion.
“Today is not merely an event, it is a reflection of who we are, why we serve, and the people who give meaning to our work. That is, the citizens of Nigeria,” TheNewsZenith quotes Umar as saying.
She explained that as Nigeria’s apex disaster management agency, beneficiaries of NEMA’s services, “were the millions of Nigerians whose lives and livelihoods depend on the agency’s efficiency and professionalism”.
“Whether we are responding to disasters, coordinating humanitarian relief, managing IDP camps, or strengthening community resilience, our success is measured by the trust and satisfaction of the people we serve,” she said.
According to her, “customer care” in NEMA is not a department. It is the heart of its mandate.
”In times of crisis, a kind word, a timely update, or a swift response can make the difference between despair and hope.”
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The DG said that the agency would dedicate part of the celebration to a special session on Quality Assurance and Compliance in Humanitarian Service Delivery.
She added that NEMA’s mission goes beyond coordination that it demands excellence in every action and integrity in every process.
Meanwhile, Mr Akinlemibola Olabode, a NEMA staff, delivered a paper on “Quality Assurance and Compliance in Humanitarian Service Delivery”, as part of the CSW events,
Olabode noted that delivering humanitarian assistance that is timely, ethical, and effective remains the most vital responsibilities of any relief organisation.
He explained that compliance was not mere bureaucracy, but strict adherence to both external regulations such as donor rules and national standards.
It slso means compliance with internal organisational policies covering financial audits, data protection, procurement, and non-discrimination.
“Timely and ethical delivery in humanitarian services is vital for effective disaster response,” he said.
”Quality assurance and compliance promote effectiveness by ensuring that aid meets real needs; accountability by building public trust.
It equally means protection by upholding the “Do No Harm” principle; and principled action by safeguarding humanity, impartiality, neutrality, as well as independence in all interventions,” TheNewsZenithquotes Olabode as saying.
One of the highlights of the event was the presentation of award of most dedicated and innovative staff to Mrs Ibitayo Adenike, Assistant Director, Search and Rescue of the Lagos Operations Office.
The Customer Service Week was attended by stakeholders sand partners of NEMA such as the Lagos State Emergency Management Agency (LASEMA), the Federal and Lagos Fire Service and the Nigeria Police and the media. (TNZ)
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