A Celebration of Service and Transformation
Last week marked a special occasion for customer service across the globe, with Customer Service Week serving as a reminder of the importance of valuing customers and those who serve them. At the Federal Inland Revenue Service (FIRS), this year’s celebration was filled with vibrancy, joy, and a sense of togetherness. From themed dress days to engaging activities, staff nationwide took time to honor the taxpayers whose contributions make their work meaningful.
Beyond the festive atmosphere, this year’s event also provided an opportunity for reflection on the leadership that has guided FIRS forward. Since Dr. Zacch Adedeji assumed the role of Executive Chairman, the agency has experienced a transformation that emphasizes people over policies. His approach has brought a human element to tax administration, reshaping how many Nigerians view the institution.
A People-Driven Approach
Today, FIRS is more than just a body responsible for collecting taxes; it is a people-centric organization that listens, understands, and responds to the needs of its citizens. Through innovative initiatives like the TaxProMax platform, electronic invoicing, and a robust online presence, individuals and businesses can now file returns, make payments, or access information with ease. Each transaction is secure and verifiable through unique Invoice Reference Numbers and QR codes, ensuring transparency and trust.
For those without internet access, the *829# USSD code offers a convenient way to retrieve their Tax Identification Number (TIN), verify tax clearance certificates, locate nearby offices, or ask quick questions. This accessibility ensures that everyone, regardless of their technological capabilities, can engage with FIRS effectively.
Leadership That Inspires
The Tax Boss, as he is affectionately known, leads with a clear vision and purpose. His calm confidence and intelligence have created a positive shift within the agency, fostering a culture of courtesy and service excellence. Staff are reminded that taxpayers are not just numbers but partners in progress. Respect, fairness, and timely service are seen as essential components of good governance.
This change has significantly boosted public trust and enhanced the agency’s reputation as a responsive and reliable institution. Today, if you ask ten Nigerians, nine will likely express a better understanding of taxes and their importance. The progress made by FIRS has never been more evident.
A New Perspective
Under Adedeji’s leadership, the atmosphere within the agency has transformed. Employees now take pride in their roles, knowing that their work directly impacts millions of lives. Taxpayers, too, are beginning to see FIRS in a new light—not as a burden, but as an institution they can trust and rely on.
As this year’s Customer Service Week draws to a close, with the theme “Mission: Possible,” Nigerians can agree that Adedeji has turned this theme into a reality. He has demonstrated that change is indeed possible in public service. By leading with example, prioritizing people, and ensuring responsiveness, he has set a new standard for what public governance should look like.
A Model of Excellence
At the core of Adedeji’s leadership is a tactical approach that has yielded impressive results. What he has built at FIRS tells its own story—a system that functions efficiently, a team dedicated to service, and a nation that has regained faith in its institutions. Nigerians can now see that the mission is truly possible.
Happy Customer Service Week to the Tax Boss, the entire FIRS team, and the ever-supportive taxpayers across Nigeria. Together, they continue to build a better future for everyone.