By Felix Khanoba
The Tertiary Education Trust Fund (TETFund) has urged its staff to improve service delivery by prioritising accountability, efficiency, professionalism and prompt responses to the needs of beneficiaries and other stakeholders.
The Executive Secretary of TETFund, Arc. Sonny Echono, gave the charge during the 2026 SERVICOM Week celebration held at the Fund’s auditorium in Abuja on Wednesday 7th October, 2026.
The Customer Week, themed “The Extra Mile,” emphasised the need for public servants to exceed expectations in service delivery, eliminate bureaucratic bottlenecks and adopt innovative approaches to improve the experience of citizens and other stakeholders.
Echono, in his welcome address, said the Fund’s responsibility extended beyond processing files, approving interventions, releasing funds and implementing projects, noting that its activities directly influenced the development of Nigeria’s tertiary education system.
“At TETFund, we go beyond processing files, approving interventions, releasing funds or implementing projects. We serve institutions, support students and academics, we provide funding for research and innovation and contribute to the development of the human capital upon which Nigeria’s future depends,” he said.
He stressed that every interaction between staff and stakeholders contributed to the organisation’s reputation and credibility, urging employees to handle enquiries, complaints and official correspondence with professionalism.
According to him, “Every telephone call answered courteously, every enquiry attended to promptly, every file processed efficiently, every complaint resolved professionally, and every commitment honoured contributes to the image and credibility of TETFund.”
The executive secretary said going the extra mile did not necessarily require extraordinary actions but could be demonstrated through punctuality, prompt responses to correspondence, accurate information and a willingness to take responsibility for resolving problems.
“Going the extra mile does not necessarily mean doing something extraordinary. Sometimes, it means being punctual, responding promptly to correspondence, giving accurate information, treating beneficiaries with courtesy and respect, taking ownership of a problem instead of passing it from one desk to another,” he said.
He added that staff must recognise the importance of the people they serve, stressing that beneficiaries should not be treated as distractions to official duties.
“It is understanding that the person before us is not an interruption to our work; is the reason TETFund exists,” Echono said.
He called on the Fund to strengthen transparency, accountability and responsiveness by eliminating unnecessary delays, reducing bureaucratic bottlenecks and reviewing existing processes to make service delivery more efficient.
Echono also urged staff to embrace technology and innovation, noting that public institutions could not afford to continue relying on outdated procedures simply because they were familiar.
He challenged employees to continually assess their operations by asking whether processes could be made faster, services simplified, communication improved and complaints resolved more quickly.
The executive secretary further emphasised that service delivery was a collective responsibility, rather than the exclusive duty of the SERVICOM Unit.
“SERVICOM is everybody’s responsibility,” he declared, adding that directors, heads of departments and units, officers and support staff all had important roles to play in ensuring service excellence.
He explained that every employee formed part of a service-delivery chain, warning that the failure of one component could affect the performance of the entire organisation.
Echono consequently urged staff to replace a culture of shifting responsibilities with one of ownership, teamwork and continuous improvement.
“Let us move from a culture of ‘this is not my responsibility’ to one of ‘how can I help?’” he said.
He maintained that TETFund’s success should not be measured solely by the number of interventions delivered but also by their quality, timeliness and impact on beneficiaries.
“As custodians of public trust, we must remember that every action we take either strengthens or weakens the confidence that Nigerians have in public institutions,” he said.
He urged employees to make the theme of the 2026 SERVICOM Week a lasting commitment by improving their relationships with beneficiaries, responding promptly to enquiries, protecting public resources and promoting innovation.
Echono expressed confidence that the commitment of staff, support from management and collaboration with the SERVICOM Office would enable TETFund to maintain high service-delivery standards in the public sector.
He also commended the SERVICOM Unit for organising the programme and appreciated staff members for their dedication to the Fund.
On her part, Mrs. Helen Lawal, Acting National Coordinator of SERVICOM, underscored the importance of exceeding customers’ expectations, describing the theme as a call for public institutions to build stronger relationships with the people they serve.
Lawal said going the extra mile required staff to anticipate customers’ needs, demonstrate empathy, resolve complaints promptly and collaborate across departments to improve service delivery.
She noted that excellent service should not be limited to periods of special celebrations but must become an enduring culture within government institutions.
“What I’m saying, in essence, is that going the extra mile should not end at the edge of the customer service week. It must become a habit. It must become a culture which will be put through all the year round,” she said.
She also stressed the need for public servants to remain professional under pressure, provide accurate information, reduce waiting times and follow up on complaints to ensure that problems were fully resolved.
According to her, teamwork, accountability, responsiveness and innovation are essential to improving public service delivery and strengthening citizens’ confidence in government institutions.
Earlier, in her welcome remarks, the Nodal Officer of TETFund SERVICOM, Dr Ebere Nwobu, said the celebration provided an opportunity for staff to assess their commitment to quality, efficient and people-centred services.
She noted that every employee had a role to play in sustaining a culture of service excellence, regardless of whether they dealt directly with beneficiaries or provided internal services to colleagues.
Nwobu appreciated Echono and the Fund’s management for supporting the SERVICOM Unit, while commending members of the SERVICOM Committee and other staff who contributed to organising the programme.
She urged employees to embrace the theme as a personal and professional commitment, encouraging them to continually seek ways to improve processes and make a positive difference in the experience of beneficiaries.
Nwobu expressed hope that the celebration would renew staff members’ commitment to excellence and strengthen their determination to serve stakeholders better.
The 2026 SERVICOM Week celebration also featured a novelty match between the front line department and back line, several presentations, quiz competition, cultural attire display and cultural delicacies by geo- political zones, while Lawal unveiled the TETFund Customer Care Policy Handbook.
