By Abdullahi Lukman
The Director General of the National Emergency Management Agency (NEMA), Mrs. Zubaida Umar, has called for greater collaboration among stakeholders to tackle floods, fire outbreaks, and other disasters affecting communities across Nigeria.
Speaking in Abuja during the agency’s 2025 Customer Service Week celebration, themed “Mission Possible”, Umar emphasized the importance of empathy, professionalism, and accountability in delivering effective emergency response and humanitarian services.
“As the nation’s apex disaster management agency, our customers are the millions of Nigerians whose lives and livelihoods depend on our efficiency,” she said.
“Our success is measured by the trust and satisfaction of the people we serve.”
Umar urged NEMA staff to uphold the agency’s core values while delivering services that “create trust, restore dignity, and save lives,” stressing that quality customer care is not just a department, but central to NEMA’s mandate.
She noted that in times of crisis, simple actions like timely updates, kind communication, or quick responses can be the difference between despair and hope.
Highlighting the role of quality assurance and compliance, the DG stated that effective relief delivery must be guided by transparency and integrity to ensure resources reach those most in need and align with national and international standards.
She also extended an invitation to partners and stakeholders to help build a stronger service culture where all Nigerians, regardless of their situation, feel “heard, valued, and supported.”
