By Atlantic Reports

Nigeria Social Insurance Trust Fund (NSITF) Managing Director Oluwaseun Faleye has urged staff to make empathy, responsiveness and customer satisfaction permanent features of their work.

Opening the Fund’s 2026 Customer Service Week in Abuja on Tuesday, Faleye said the theme, “Go The Extra Mile”, should guide everyday service rather than remain a slogan for the celebration.

He said the sensitive nature of the Fund’s work required staff to show understanding when assisting injured workers, employers and dependants.

“And it means that we must show empathy, we must show sensitivity and understanding when we deal with people,” he said.

Service Beyond the Celebration

Faleye urged employees to sustain improvements after the programme, saying consistent service quality was essential to public confidence.

“I want us to keep that momentum, sustain that momentum going forward because it is through a sustained and enhanced customer service delivery that we can be better,” he said.

He argued that effective service could improve both customers’ experience of NSITF and staff members’ satisfaction in helping people.

For those approaching the Fund, that commitment will matter most in how clearly enquiries are answered, how effectively departments coordinate and how concerns are resolved.

Departments Must Work Together

Faleye said customer service depended on cooperation across the organisation, including inspection and audit, compliance and claims departments.

“I don’t want you to see this customer service as an external facing matter. Inspection and audit, compliance, claims departments, we are all customers to each other in providing service to the ultimate customer out there,” he said.

He noted that how colleagues responded to one another could affect the service eventually received by the public.

Acknowledging staff efforts under challenging circumstances, he promised that management would continue providing tools to improve efficiency. The supplied account did not specify those tools or a delivery timetable.

Public Confidence and Measurable Results

Faleye said public perception of the Fund had improved over the past two years, although the account did not provide survey findings or service performance figures supporting that assessment.

Measures such as response times, complaint resolution and customer feedback would help establish whether the service commitments produce sustained improvements.

Activities scheduled for the celebration include a cultural day on Wednesday, October 14, and the Managing Director’s Football Cup match on Thursday.

Beyond those events, Faleye’s central call was for staff to carry the same attention and cooperation into their daily dealings with the people who depend on the Fund.

Atlantic Reports: Voices. People. Facts.