The Federal Government has reminded officers of the Nigeria Immigration Service (NIS) that delivering excellent customer service is not a favour to the public — it’s a right every citizen deserves.
This message was delivered by the Comptroller-General of Immigration (CGIS), Kemi Nanna Nandap, in Abuja on Monday, while declaring open the 2025 SERVICOM Customer Service Week.
Nandap emphasized that the Immigration Service is firmly committed to reform, modernization, and transparency, aligning with President Bola Tinubu’s Renewed Hope Agenda.
This year’s celebration, themed “Mission Possible” with the NIS sub-theme “Meeting and Exceeding Expectations,” was described as a time for officers to rededicate themselves to courtesy, efficiency, and citizen-focused service.
“The Nigeria Immigration Service must not only meet expectations but exceed them. Every passport issued, every permit processed, and every border encounter reflects our professionalism and integrity. We must continue to build public trust,”
Nandap said.
She recalled that when she took office in 2024, she identified several bad practices that damaged the Service’s image and called for a total overhaul. That move, she explained, led to major reforms — such as automated passport processing, contactless systems, deployment of e-gates and body cameras at airports, and stronger anti-corruption campaigns.
“These reforms are already paying off,” she noted, pointing to improved performance ratings, commendations, and awards the Service has earned recently.
Nandap also urged officers nationwide to use the Customer Service Week as a time for reflection and renewal.
“This celebration is not about fanfare. It’s a solemn reminder to renew our pledge to serve with transparency, courtesy, and excellence,”
she said.
She expressed appreciation to President Tinubu, Minister of Interior Dr. Olubunmi Tunji-Ojo, and the NIS leadership team for supporting reforms that have reduced corruption and improved professionalism across the Service.
Earlier, Barr. Muhammad Awwal Abubakar, Special Assistant to the CGIS on SERVICOM and Reform Champion, described the week as “a call to reflection, action, and renewal.”
He said the global theme “Mission Possible” challenges public institutions to see obstacles as opportunities for innovation, not excuses for inefficiency.
“Customer service is not a privilege from government institutions — it is a right owed to the people. Our duty is to ensure every interaction leaves citizens and travellers confident in our integrity and efficiency,”
Abubakar stated.
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Throughout the week, NIS offices nationwide will hold events highlighting innovation, best practices, and the agency’s ongoing transformation efforts.
