The indispensability of excellence, dignity, efficiency and strong commitment in customer service delivery, took the center 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 of UNILAG, the finale served as an avenue to re-echo the importance and transformative power of efficient service delivery.
Setting the Tone
In his address to formally welcome the crème de la crème who graced the event, the Director of Quality Assurance and SERVICOM, UNILAG, Professor Olufemi Saibu noted that the UNILAG International Customer Service week (UNILAG-ICSW) celebration which began in 2019, had beyond an annual convergence into a season of reflection, recognition and re-dedication to diligent service delivery.
According to him, the UNILAG Quality Assurance & SERVICOM has, over the years, taken deliberate steps to make the “Mission Possible” theme of UNILAG-ICSW 2025 a reality by expanding feedback channels to ensure that students and staff share concerns and suggestions with ease.
His words, “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.”
Speaking to Issues
In her remarks as the Chief Host of the event, the Vice-Chancellor, Professor Folasade Ogunsola, OON, FAS, said the International Customer Service Week should among other things, challenge every staff of UNILAG to re-examine their roles in attaining the vision, mission and set goals of the University.
While commending the Prof Olufemi Saibu led UNILAG Quality Assurance and SERVICOM Unit for mirroring the solution-driven spirit needed in delivering on its mandates of “establishing and maintaining a robust internal quality assurance system”, Prof. Ogunsola emphasized the role of people in building systems and cultures based on values, moral excellence and strong character.
She said “bad times are not to be transferred to others, instead, we must be value oriented, cheerful and goal driven while discharging our duties”.
In his remarks, Chairman of the occasion, Engineer Jani Ibrahim who is the National President, Nigerian Association of Chambers of Commerce, Industry and Agriculture said the UNILAG-ICSW speaks to the indispensability of people, performance and perception in building a brand.
Engr. Ibrahim expressed strong reservations over the knowledge gap between industry and graduates of tertiary institutions. He, however, acknowledged the track record of UNILAG in fostering a stronger town and gown engagement, a milestone which is gradually restoring industry confidence and encouraging stronger industry-academia collaborations.
The Speaker of the Lagos State House of Assembly, Right Honourable Mudashir Obasa was the special guest of honour. He was represented by Honourable Oladipo Ajomale who congratulated UNILAG for prioritizing quality assurance and effective service delivery.
Hon. Ajomale who heads the House Committee on Judiciary, Public Petitions, Human Rights and LASIEC said “the Lagos State House of Assembly is big on excellence, transparency and quality standards, virtues as these guide the quality of representation which Lagos State enjoys”.
The lawmaker assured of the Lagos State Parliament’s commitment to excellence in service delivery with a view to driving sustainable development.
Keynote Speaker
The event featured a keynote address on “Transforming the University of Lagos from Conventional to Enterprise University: a Mission Possible through Customer Satisfaction-Driven Service Delivery” by the Director General/Chief Executive Officer, Chartered Institute of Directors, Dr. Taiwo Nolas-Alausa.
Dr. Nolas-Alausa spoke exhaustively on the need for ivory towers to critically review their value system with stronger emphasis on service delivery.
The UNILAG Alumnus recommended a system which would foster service mindset, model excellence in governance and encourage capacity for innovation among staff members. He also advocated deeper partnerships among alumni, industry and the society at large with a view to promoting research, enterprise and employment opportunities.
While applauding the management of UNILAG for its sincere commitment, and milestones achieved in transforming the university into a Future-Ready institution, Dr. Nolas-Alausa stressed the need for further consolidation of the feat via: the establishment of a unified service system as well as a 24/7 support and response system; adoption of student-centric personalized platforms and tech-enabled self-services; continuous staff development; and encouragement of continuous feedback and external engagement.
Prize & Awards Galore
The well attended event featured an award and prize giving session which celebrated the top three (3) winners of the Students Essay Competition which was held on Wednesday, October 8, 2025.
Academics and non-teaching staff across different faculties, departments and units were also given certificates in acknowledgment of their efficiency in service delivery.
Awards also went to units, faculties and departments for the milestones recorded in their service delivery for the 2024/2025 academic session.
External partners and sponsors were also acknowledged and awarded for their philanthropic gestures, supports, donations and contributions to students, faculty, programmes and overall development of UNILAG.
A special magazine tagged The Future Ready University: A Mission Possible published by the UNILAG Quality Assurance and SERVICOM unit was also publicly unveiled by Honourable Kayode Ogundipe of the Lagos State House of Assembly.
The 2025 UNILAG International Customer Service Week commenced on Tuesday, October 7, 2025 with a Media Engagement session and an Awareness walk. Wednesday, October 8, 2025 featured a Students Essay Competition on the theme: Digitization and Self Service, a Mission to Improve Service Delivery in the University of Lagos (For details, please click: https://lagosedu.com/2025-unilag-intl-customer-service-week-students-showcase-digitization-self-service-via-essay-competition/). There were also fun games and other bonding activities.
Report: Gbenga Gbelee
Photograph: Maleeq Quadri
