By Omeiza Ajayi
ABUJA: The Federal Government has called on officers of the Nigeria Immigration Service (NIS) to consistently provide exemplary service to the public, stressing that excellent customer care is a right, not a privilege.
Comptroller General of Immigration Service (CGIS), Kemi Nanna Nandap, made this statement on Monday in Abuja during the official launch of the 2025 SERVICOM Customer Service Week.
She reiterated the NIS’s unwavering dedication to continuous reforms, embracing technological innovations, and promoting transparency, all in line with President Bola Ahmed Tinubu‘s Renewed Hope Agenda.
Themed “Mission Possible” with the NIS-specific slogan “Meeting and Exceeding Expectations,” the week-long event offers staff an opportunity to recommit to values such as courtesy, punctuality, and citizen-centered service delivery.
“Our goal extends beyond meeting expectations; we aim to exceed them. Every passport issued, permit approved, and border interaction must reflect our professionalism and ethical commitment. It is essential to build and maintain public trust by demonstrating that we are a service that truly delivers,” CGIS Nandap emphasized.
Reflecting on her leadership since 2024, Nandap acknowledged the hurdles created by past negative practices that damaged the Service’s image, urging personnel to reassess and enhance their service approach.
This directive has spurred significant reforms, including the rollout of automated passport processing and contactless systems designed to minimize physical contact and streamline operations.
Further advancements include the deployment of e-gates and body-worn cameras at airports to strengthen border security and transparency, alongside intensified campaigns to eradicate corruption and foster professionalism throughout the Service.
“These efforts are producing tangible improvements,” she noted, highlighting the NIS’s rising national performance scores and recent commendations during government assessments.
Nandap urged all NIS personnel nationwide to use the 2025 Customer Service Week as a platform to renew their pledge to surpass public expectations.
She particularly emphasized the necessity of preserving the Service’s hard-earned reputation at all times.
“This occasion is more than a formality; it is a solemn call to recommit ourselves to transparency, respect, and excellence as the pillars of our organizational ethos,” she declared.
She also praised President Bola Tinubu, Minister of Interior Dr. Olubunmi Tunji-Ojo, and the CGIS for their visionary leadership, noting that the reform initiatives under the Renewed Hope Agenda have significantly curbed corruption and elevated professionalism within the Service.
Earlier, Barrister Muhammad Awwal Abubakar, Special Assistant to the CGIS on SERVICOM and Reform Champion, who also serves as Deputy Comptroller of Immigration, described the Customer Service Week as “a time for reflection, proactive engagement, and rejuvenation.”
He highlighted that the global theme “Mission Possible” inspires public institutions to treat challenges as opportunities for innovation rather than excuses for underachievement.
“Customer service is an inherent right owed to the public, not a courtesy granted by government agencies. Our duty is to ensure that every interaction with the NIS builds trust and confidence in our integrity and efficiency,” Abubakar affirmed.
The 2025 NIS SERVICOM Customer Service Week will feature diverse activities across all commands and units nationwide, showcasing innovation, best practices, and the ongoing transformation within the Service.