The Nigeria Social Insurance Trust Fund (NSITF) has pledged to deliver improved and compassionate services to subscribers of the Employees’ Compensation Scheme (ECS).
The managing director of NSITF, Olúwaṣeun Faleye, made this known on Monday in Abuja while declaring open activities marking the 2025 Customer Service Week.
Mr Faleye said the fund was repositioning its operations to ensure that subscribers received timely and empathetic service, especially during moments of distress such as workplace injuries or bereavement.
“Subscribers often come to us at their most challenging moments, bereavement, workplace accidents or injuries. Our staff must understand the urgency, empathise, and help ease their pain,” he stated.
He noted that the theme for 2025 Customer Service Week, “Mission Possible”, served as both a call to action and a reminder that quality service delivery was achievable with commitment.
“If we set our minds to it, and management provides the right support and resources, we can deliver the kind of excellent service Nigerians deserve,” Mr Faleye added.
The NSITF boss also revealed that several reforms had been introduced to improve customer relations, including a multi-omni channel system for enquiries, complaints, and user guidance.
He said the fund had streamlined its claims process and documentation requirements to ensure faster, more transparent service delivery for all ECS subscribers.
Mr Faleye highlighted the fund’s collaboration with SERVICOM as a key driver in strengthening its service charter and customer engagement across the country.
“We have undertaken internal reorganisation to enhance operational efficiency. SERVICOM has been very supportive, and we are making real progress.
“As part of the Customer Service Week celebration, activities will include awareness roadshows and awards for staff who have demonstrated excellence in service delivery.”
Mr Faleye also noted that SERVICOM had recently given the fund a high rating in its 2024/2025 service delivery assessment, commending improvements made under his leadership.
Customer Service Week, celebrated globally since 1992, honours the contributions of service professionals and promotes stronger relationships between organisations and their customers.
(NAN)