Faleye says empathy, teamwork and consistent service delivery are critical to improving the Fund’s image
The Managing Director of the Nigeria Social Insurance Trust Fund (NSITF), Oluwaseun Faleye, has urged staff of the organisation to strengthen public confidence through improved service delivery, empathy and effective collaboration across departments.
Faleye gave the charge on Tuesday in Abuja during the flag-off of the Fund’s 2026 Customer Service Week celebration at its headquarters.
He said this year’s theme, “Go the Extra Mile,” should serve as a lasting workplace principle rather than a slogan limited to the celebration.
According to him, staff must maintain high service standards in their interactions with colleagues, employers, workers and members of the public to improve how Nigerians perceive and experience the organisation.
Faleye said going beyond routine responsibilities would help distinguish the Fund through better customer experiences while giving employees a sense of fulfilment from serving the public effectively.
He urged staff to sustain the commitment beyond Customer Service Week and make excellent service delivery a regular feature of the organisation’s operations.
Empathy central to NSITF’s mandate
The NSITF managing director described the Fund’s responsibilities as particularly sensitive because its services affect workers who suffer occupational injuries, as well as employers and the dependants of affected employees.
He said staff must approach such cases with compassion, sensitivity and an understanding of the difficulties faced by those seeking assistance.
Faleye cautioned against treating the annual customer service celebration as a ceremonial exercise, stressing that its purpose should be to encourage lasting improvements in workplace attitudes and service standards.
He urged employees to reflect on how small, consistent efforts could improve organisational performance and strengthen public confidence in the Fund.
Internal collaboration key to better service
Faleye also emphasised that customer service should not be regarded solely as an interaction between the NSITF and external clients.
He explained that effective service to the public depends on cooperation among departments, including inspection and audit, compliance and claims.
According to him, every department relies on the work of others, making internal service delivery an important part of the organisation’s overall performance.
He noted that the way employees respond to requests from colleagues in other departments can ultimately affect the quality and speed of services received by the public.
The NSITF chief therefore called for stronger teamwork and mutual support across the organisation, urging staff to recognise that their individual contributions influence the Fund’s collective ability to serve Nigerians.
He maintained that sustained improvements in customer relations, rather than short-term enthusiasm during the annual celebration, would be essential to raising service standards and building a stronger public reputation for the Fund.
