The Comptroller General of the Nigeria Immigration Service (NIS), Mrs. Kemi Nandap, has called on officers and men of the Service to consistently deliver excellent and transparent services to clients, stressing that efficient customer service is a right, not a privilege.
She made the call in Abuja while declaring open the 2025 SERVICOM Customer Service Week, themed “Mission Possible”, with the NIS sub-theme “Meeting and Exceeding Expectations.”
Nandap reiterated the Service’s commitment to reforms, modernization, and enhanced transparency in line with President Bola Ahmed Tinubu’s Renewed Hope Agenda. “The Nigeria Immigration Service must not only meet expectations but exceed them. Every passport issued, every permit processed, every encounter at our borders is a test of our professionalism and integrity. We must continue to build public trust and prove that we are a Service that delivers,” she said.
The Comptroller General recalled that upon assuming office in 2024, she identified negative practices that had tarnished the Service’s image and immediately directed a comprehensive reform process.
According to her, the directive led to several key initiatives, including the automation of passport processing, the introduction of contactless systems to reduce physical interaction, and the deployment of e-gates and body cameras at airports to enhance both border security and transparency. “These reforms are already yielding results,” Nandap noted, citing improved national ratings, commendations, and awards received by the NIS during recent government performance reviews.
She urged personnel nationwide to use the 2025 Customer Service Week as an opportunity to renew their dedication to professionalism, courtesy, and accountability in service delivery. “This celebration is not for fanfare. It is a solemn call to renew our pledge of service and to institutionalize transparency, courtesy, and excellence as our standard culture,” she emphasized.
Earlier, the Special Assistant to the Comptroller General on SERVICOM and Reform Champion, Deputy Comptroller Muhammad Awwal Abubakar, described the week as “a call to reflection, action, and renewal.”
He noted that the global theme, “Mission Possible,” challenges public institutions to transform obstacles into opportunities for innovation rather than excuses for inefficiency. “Customer service is not a privilege given by government institutions but a right owed to the people. Our duty is to ensure that every interaction with the NIS leaves citizens and travelers confident in our integrity and efficiency,” Abubakar stated.
The 2025 NIS SERVICOM Customer Service Week will feature activities across all commands and formations nationwide, showcasing innovation, best practices, and the Service’s ongoing transformation drive.
