Customer Service Week: Faleye Pledges a More Compassionate NSITF

By Chinedu Echianu

The Managing Director and Chief Executive of the Nigeria Social Insurance Trust Fund (NSITF), Barrister Olúwaṣeun Faleye, has assured subscribers to the Employees’ Compensation Scheme (ECS) that the Fund is evolving into a more compassionate and service-driven institution.

Faleye gave the assurance on Monday in Abuja while declaring open activities marking the 2025 Customer Service Week at the Fund’s corporate headquarters.

According to him, the peculiar nature of the ECS requires staff to demonstrate empathy and urgency in service delivery, as subscribers often engage with the Fund during periods of loss, bereavement, or workplace accidents.

“Anytime subscribers deal with us, they will meet a compassionate organisation that is ready to serve and empathize with their situation,” Faleye said. “We must have staff who understand the urgency of what is required and the efficacy of service in easing pain or challenges at such critical moments. We are now ready and able to rise up to that challenge.”

Speaking on the theme of this year’s celebration, “Mission Possible,” the NSITF boss described it as a message of encouragement and a reminder that qualitative and excellent service delivery is achievable if management and staff remain committed.

Customer Service Week, which originated in the United States in the early 20th century and gained congressional approval in 1992, is now celebrated globally every first week of October. It recognizes the contributions of customer service professionals, raises awareness of the importance of good customer relations, and fosters stronger ties between organisations and their clients.

Highlighting the Fund’s recent initiatives, Faleye noted that NSITF had introduced multi-omni channels to ease communication between stakeholders and the organisation, while also streamlining claims documentation to speed up processing. He added that ongoing collaborations with SERVICOM have boosted transparency and service delivery.

“SERVICOM has been helpful in enabling us to open up our service charter and engage on various fora about improving service delivery. Our recent rating by SERVICOM shows we are moving in the right direction,” he stated.

As part of the week-long activities, NSITF has lined up road shows and awards of excellence to recognise staff who have distinguished themselves in customer service and delivery.

The Faleye-led management has in recent months received commendation for reforms aimed at repositioning the Fund, with SERVICOM scoring NSITF high in its service delivery assessment for the past year.