The Nigeria Immigration Service (NIS) at Murtala Muhammed International Airport (MMIA), Lagos, has launched a comprehensive capacity-building programme to elevate the standard of service delivery and improve the passenger experience at the airport. This initiative, spearheaded by the NIS MMIA Command, aims to leave travelers with positive and memorable impressions.
According to the Comptroller of the MMIA Command, Odide Kalu, the programme is a key part of the NIS’s broader strategy to enhance the skills and professionalism of its officers. Kalu emphasized that the initiative aligns with the Service’s commitment to service excellence, which is built on the principles of professionalism, respect, and integrity. He noted that continuous investment in the capacity development of NIS personnel is crucial for maintaining the high standards expected at one of the country’s most significant entry points.
“The NIS is dedicated to pushing for service excellence, and this can only be achieved by equipping our personnel with the necessary skills and knowledge. This programme is just one of many engagement initiatives aimed at re-orienting our officers to ensure they treat travelers with the utmost respect and professionalism,” Kalu stated.
The Command’s Public Relations Officer, Yakubu Yarus, highlighted that human capital development has become a central focus within the NIS under the leadership of the Comptroller General of Immigration, Mrs. Kemi Nandap. Yarus described the current training exercise as the first phase of a broader initiative, with additional training sessions planned in the coming days.
Facilitator and Lead Speaker at the programme, Mr. Fela Durotoye, urged NIS personnel to recalibrate their approach to service delivery, emphasizing the values of humility, collaboration, respect, and appreciation. Speaking on the theme “Value-Based Leadership for Service Excellence,” Durotoye stressed that these values are essential for creating a lasting positive impression on passengers.
“To make a significant impact on passengers travelling through the airport, NIS officers must focus on building trust and delivering service in a manner that enhances the overall experience,” Durotoye remarked. He also highlighted the need for a paradigm shift in how services are rendered, encouraging officers to add value through their conduct and contribute positively to the NIS’s reputation.
Durotoye further revealed plans to extend the training programme to the 14 other agencies operating at the airport, aiming to ensure that all personnel involved in passenger processing work towards a unified standard of service excellence. This project, dubbed “One Impression,” seeks to create a consistent and pleasant experience for all travelers.
Supporting Durotoye’s message, another resource person, Mr. Victor Ani-Laju, emphasized the importance of purposeful leadership. He encouraged the personnel to apply the lessons from the training to their daily responsibilities, ensuring that the improved standards become a permanent feature of their service delivery.
This capacity-building initiative marks a significant step forward in the NIS’s ongoing efforts to improve the efficiency and effectiveness of its operations at MMIA, ultimately enhancing Nigeria’s image in the eyes of international travelers.
