Works Ministry Urges Staff to Improve Service Delivery

Jane Salihu

The Federal Ministry of Works has urged its staff to improve service delivery by demonstrating professionalism, courtesy, empathy and responsiveness in their dealings with members of the public.

The Minister of Works, Sen. David Umahi, represented by the Director Overseeing the Office of the Permanent Secretary, Mohammed Ahmed, made the call during a sensitisation session organised by the Department of Reform Coordination and Service Improvement to mark the 2026 Customer Service Week.

Umahi said quality service delivery goes beyond the construction of roads and other infrastructure, noting that the manner in which citizens are treated by public servants also shapes their perception of government.

He said, “Nigerians judge this administration not only by the roads we build, but also by how we serve them.”

The Minister urged staff to attend to members of the public with speed, courtesy, empathy and professionalism, while expressing concern over lateness, poor treatment of members of the public and failure by some workers to properly discharge their official responsibilities.

He described such attitudes as unacceptable, stressing that the Ministry of Works is a service-oriented organisation whose performance contributes significantly to the public’s perception of the Federal Government.

Umahi said he had directed the Department of Reform Coordination and Service Improvement to intensify sensitisation across all cadres of staff to promote positive behavioural change and strengthen efficient and timely service delivery.

He also noted that the Ministerial Service Delivery Committee, comprising representatives from various departments and stakeholders within the Ministry, provides management with useful information on challenges affecting effective service delivery.

Speaking at the event, the Director of Reform Coordination and Service Improvement, Sharifat Raji, said Customer Service Week provided an opportunity for the Ministry to reflect on its service delivery practices and improve its engagement with Nigerians, contractors and other stakeholders.

Raji said going the extra mile for customers requires staff to be responsive, prompt, courteous, empathetic and professional in their dealings with members of the public.

She stressed that customer service should not be regarded as the sole responsibility of frontline officers, but as a collective responsibility of every member of staff.

“Service is not just the responsibility of the frontline officer; it is the responsibility of all of us,” Raji said.

Also speaking, the Director of Human Resource Management, Ahmad Tukur, urged staff to observe official working hours and maintain professional standards in their interactions with members of the public.

Tukur said Nigerians assess the Ministry not only by the quality of roads and infrastructure delivered, but also by the manner in which they are treated when they interact with its officials.

He called on management and senior officers to lead by example, stressing the need for staff to make the necessary sacrifices in the interest of effective public service despite prevailing economic challenges.

The Director disclosed that staff who demonstrate exceptional commitment to service delivery would be recognised and rewarded, while those who fail to improve their attitude to work could face appropriate sanctions in accordance with extant rules and regulations.

The Ministry also directed the Department of Reform Coordination and Service Improvement to monitor service delivery at various service points and submit regular reports to management for appropriate action.

The sensitisation session was held on the theme, “Going the Extra Mile in Satisfying Customers,” as part of activities marking the 2026 Customer Service Week.

The Ministry urged staff to use the occasion to strengthen its customer service culture and ensure that Nigerians and other stakeholders receive efficient, timely, courteous and professional services.