The indispensability of excellence, dignity, efficiency, and commitment in customer service delivery took centre stage at the grand finale of the 2025 University of Lagos (UNILAG) International Customer Service Week (ICSW) celebration.
Held on Thursday, October 9, 2025, at the Tayo Aderinokun Hall, the event served as a platform to reaffirm the importance and transformative power of efficient service delivery in achieving institutional excellence.
Setting the Tone
In his welcome address, the Director of Quality Assurance and SERVICOM, UNILAG, Professor Olufemi Saibu, noted that since its inception in 2019, the UNILAG International Customer Service Week has evolved beyond an annual event into a season of reflection, recognition, and rededication to diligent service delivery.
According to him, the 2025 theme — “Mission Possible” — reflects UNILAG’s deliberate efforts to strengthen service culture.
“We have streamlined service requests and complaints resolution timelines across departments. We have also introduced targeted trainings in empathy, communication, and efficiency to strengthen our service delivery culture,” Prof. Saibu stated.
Speaking to the Issues
In her remarks as Chief Host, the Vice-Chancellor, Professor Folasade Ogunsola, OON, FAS, emphasized that the International Customer Service Week should challenge every staff member to re-examine their roles in achieving the university’s vision and mission.
While commending Prof. Saibu and his team for their dedication to excellence, she reminded staff that:
“Bad times are not to be transferred to others. Instead, we must be value-oriented, cheerful, and goal-driven while discharging our duties.”
The Chairman of the occasion, Engineer Jani Ibrahim, National President of the Nigerian Association of Chambers of Commerce, Industry and Agriculture, underscored the role of people, performance, and perception in building institutional brands. He also urged stronger industry-academia collaborations to close the knowledge gap between graduates and industry needs.
Representing the Speaker of the Lagos State House of Assembly, Right Honourable Mudashir Obasa, was Honourable Oladipo Ajomale, Chairman, House Committee on Judiciary, Public Petitions, Human Rights, and LASIEC. He congratulated UNILAG for prioritizing service quality and reaffirmed the Assembly’s commitment to excellence and transparency in governance.
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Keynote Address
Delivering the keynote address on “Transforming the University of Lagos from Conventional to Enterprise University: A Mission Possible through Customer Satisfaction-Driven Service Delivery”, the Director General/CEO, Chartered Institute of Directors, Dr. Taiwo Nolas-Alausa, highlighted the need for universities to adopt a service-driven mindset.
He recommended the establishment of a unified service system, 24/7 support and response channels, personalized and tech-enabled platforms, continuous staff development, and stronger alumni-industry partnerships.
Dr. Nolas-Alausa, a proud UNILAG alumnus, applauded the management’s achievements toward transforming UNILAG into a Future-Ready University.
Awards and Recognition
The celebration also featured an award and prize presentation, recognizing winners of the Students’ Essay Competition held on Wednesday, October 8, 2025.
Certificates were presented to outstanding academic and non-teaching staff for exceptional service delivery across faculties, departments, and units. Awards were also given to departments and external partners for their notable contributions to the university’s progress and development.
A special publication, “The Future-Ready University: A Mission Possible,” produced by the UNILAG Quality Assurance and SERVICOM Unit, was unveiled by Honourable Kayode Ogundipe of the Lagos State House of Assembly.
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Earlier Activities
The 2025 UNILAG International Customer Service Week commenced on Tuesday, October 7, 2025, with a Media Engagement Session and Awareness Walk.
Wednesday, October 8, 2025, featured a Students’ Essay Competition themed “Digitization and Self-Service: A Mission to Improve Service Delivery in the University of Lagos.”
The week also included fun games and team-bonding activities.
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