The Director-General of the National Emergency Management Agency (NEMA), Mrs. Zubaida Umar, has reaffirmed the agency’s commitment to excellence, empathy, and accountability in humanitarian service delivery.
Umar stated this on Friday at the 2025 Customer Service Week (CSW) celebration organized by the NEMA Lagos Operations Office. The event had the theme, “Mission: Possible.”
Represented by Mr. Mohammed Olatunde, Head of the NEMA Lagos Operations Office, Umar described the celebration as more than an annual observance, but a reminder of the agency’s purpose, values, and the people it serves.
“This year’s theme, ‘Mission: Possible,’ is a powerful 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: the citizens of Nigeria,” she said.
The Director-General noted that as Nigeria’s apex disaster management agency, NEMA’s “customers” are 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,” Umar said.
According to her, customer care in NEMA is not a department but the heart of its mandate, stressing that in times of crisis, “a kind word, a timely update, or a swift response can make the difference between despair and hope.”
She said part of this year’s celebration was dedicated to a special session on Quality Assurance and Compliance in Humanitarian Service Delivery.
“Quality assurance ensures that every relief effort reaches the right people, at the right time, with the right resources. Compliance strengthens public trust and aligns our interventions with national policies and international standards,” she explained.
Umar commended NEMA staff, partners, and stakeholders for their professionalism and compassion, describing them as the lifeline of national resilience.
“From frontline responders in disaster-prone communities to call-centre operators and policy teams working behind the scenes — each of you is a critical link in the chain of service that keeps Nigerians safe,” she said.
She urged the staff to uphold the values of empathy, professionalism, and accountability in every interaction, and to view every engagement — whether with victims, partners, or community leaders — as an opportunity to build trust and restore dignity.
“Great service is not a destination but a continuous journey of learning, compassion, and excellence,” she added.
Umar also called on staff and partners to use the week as a springboard for innovation and improvement, reaffirming NEMA’s pledge to serve Nigerians with heart, courage, and integrity.
“Together, let us reaffirm our national pledge — to serve with heart and might, to act with urgency, and to stand with every Nigerian, in every disaster, every time. With determination and collaboration, our mission remains possible,” she said.
As part of the celebration, Mr. Akinlemibola Olabode, a NEMA staff member, presented a paper titled “Quality Assurance and Compliance in Humanitarian Service Delivery.”
Olabode said that timely, ethical, and effective humanitarian assistance remained one of the most vital responsibilities of any relief organization.
He explained that compliance was not mere bureaucracy but strict adherence to both external regulations — such as donor rules and national standards — and internal organizational 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.
Olabode identified four core values for quality humanitarian work — reliability, accountability, transparency, and continuous improvement — and listed key tools such as audits, legal frameworks like the NEMA Act, reporting systems, and codes of conduct.
A highlight of the event was the presentation of the Most Dedicated and Innovative Staff Award to Mrs. Ibitayo Adenike, Assistant Director, Search and Rescue, NEMA Lagos Operations Office.
The celebration was attended by stakeholders and partners including the Lagos State Emergency Management Agency (LASEMA), the Federal and Lagos State Fire Services, the Nigeria Police, and members of the media.
