Jane Salihu
The Independent National Electoral Commission (INEC) has urged its personnel to improve the experience of voters and other stakeholders through prompt responses, professional conduct and accessible services ahead of the 2027 General Election.
The Commission made the call during its 2026 Customer Service Week celebration in Abuja, stressing that public confidence in the electoral process depends not only on the credibility of election procedures but also on how citizens are treated by electoral officials.
Speaking at the event held at INEC’s Conference Hall on Friday, National Commissioner and Chairman of the Health and Welfare Committee, Prof. Rhoda Gumus, who represented the INEC Chairman, Prof. Joash O. Amupitan, SAN, said every staff member has a responsibility to strengthen public trust in the Commission.
She noted that interactions between INEC personnel and voters, political parties and other members of the public shape perceptions of the electoral body.
Gumus urged staff to take ownership of their duties, resolve complaints promptly and go beyond routine responsibilities to provide efficient and respectful services.
She emphasised that excellent customer service should extend beyond the annual celebration and become an integral part of the Commission’s institutional culture.
The National Commissioner noted that INEC’s ongoing display of the voters’ register and distribution of Permanent Voter Cards (PVCs) ahead of the 2027 elections make effective service delivery particularly important in ensuring eligible citizens can participate in the electoral process.
She also stressed the need for timely responses to official correspondence, transparency in contract administration and accessible channels through which citizens can obtain information and communicate with the Commission.
While acknowledging the importance of adequate funding and infrastructure, Gumus maintained that courtesy, competence, accountability and integrity remained essential to improving service delivery.
She added that continuous staff training and improved welfare were necessary to sustain professional standards across the Commission.
The Commission also called on political actors and other electoral stakeholders to respect electoral laws, promote peaceful participation and embrace dialogue and tolerance rather than electoral malpractice and violence.
In her remarks, the Acting National Coordinator of the Presidency’s Service Compact with All Nigerians (SERVICOM), Mrs. Helen Lawal, said the celebration offered public institutions an opportunity to assess their performance and identify ways to serve citizens better.
Lawal explained that going the extra mile required public servants to anticipate citizens’ needs, provide clear information, show empathy and take responsibility for resolving complaints.
She described customer service as a collective responsibility that requires effective collaboration among departments and officers rather than the efforts of individual personnel alone.
The SERVICOM coordinator further urged INEC to ensure that vulnerable citizens, particularly older persons and persons with disabilities, receive appropriate assistance when accessing its services.
She also emphasised that residents of rural communities should not be disadvantaged by difficulties in accessing public information and electoral services.
Explaining the theme, Going the Extra Mile, Lawal said its road-sign motif represented direction, commitment and the journey towards exceeding citizens’ expectations, while its colours conveyed values associated with trust, professionalism, transparency and appreciation.
The event, which marked the climax of the Customer Service Week, followed a fitness and health awareness walk and a sensitisation exercise on PVC collection by INEC staff earlier in the day.
National Commissioners Prof. Kunle Ajayi, Chairman of the Board of the Electoral Institute, and Prof. Sunday Aha, Chairman of the Board of Survey and Technical Committee on Equipment Acquisition, were among those present, alongside members of management, directors, heads of departments and other staff.
The celebration comes as INEC intensifies preparations for the 2027 General Election, with the Commission’s message placing greater emphasis on the role of everyday interactions in building public confidence.
For the electoral body, the challenge is to translate the call for improved customer service into practical action, ensuring that voters receive timely information, complaints are addressed and eligible citizens can access electoral services without unnecessary difficulties.
