The Director-General of the National Emergency Management Agency (NEMA), Mrs. Zubaida Umar, says that the agency is pursuing a service culture that ensures every Nigerian feels heard, valued and supported during disasters.
Umar said this in an address at the NEMA’s 2025 Customers’ Service Week held in Enugu on Thursday, with the theme: “Mission: Possible”.
Represented by the Zonal Director, NEMA South-East Zonal Directorate, Mr. Walson Iborokumo, the director-general said that NEMA’s “customers” are the millions of Nigerians whose lives and livelihoods depend on the agency’s efficiency, empathy and professionalism.
According to her, whether NEMA is responding to disasters, coordinating humanitarian relief, managing internally displaced persons’ camps, or strengthening community resilience, success is measured by the trust and satisfaction of the people the agency serves.
“Disasters do not give notice. In times of crisis, a kind word, a timely update, a listening ear, or a swift response can make the difference between despair and hope.
“That is why customer care in NEMA is not a department – it is the heart of our mandate.
“To our partners and stakeholders, we invite you to join us in strengthening a service culture where every Nigerian, no matter their circumstance, feels heard, valued and supported.
“To members of staff across NEMA offices, I urge you to see every interaction – whether with disaster victims, community leaders, or other partners – as an opportunity to create trust, restore dignity and save lives,” she said.
Corroborating, the Head of Operation, NEMA Enugu Operations Office, Mrs. Ngozi Echeazu, said that NEMA undertakes its humanitarian mandate without asking for any form of gratification prior or after the intervention had been carried out.
Echeazu noted that the present director-general had pushed the mandate of the agency with vigor, while ensuring regular training and retraining of staff to ensure personnel are abreast with international best practices and serve better.
Speaking, Head of Enugu State Emergency Management Agency (SEMA), Mrs. Chinasa Mba, commended NEMA for observing the customers’ service week, adding that NEMA had been “a great partner for the state in disaster management”.
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Represented by a SEMA Official, Mrs. Chioma Onyema, the SEMA head called for the sustenance of the current partnership as it had positively impacted residents of the state and Nigerians in general.
The branch Secretary, Nigerian Red Cross Society, Enugu, Chief Tony Udegbu, applauded NEMA for its dedication and commitment to bringing succour to victims and communities affected by disasters all these years.
The state Coordinator of Local Emergency Management Committee (LEMC), Chief Emeka Okoh, said that NEMA had been practical in touching lives of distressed Nigerians and “bringing smiles to millions of Nigerians in difficult disaster conditions”.
The event featured questions and answers from stakeholders as well as a paper presentation on quality assurance and compliance in humanitarian delivery services” delivered by NEMA Principal Search and Rescue Officer, Mr. Obinna Nwokike.
