NCS tasks PR Officers to humanise reforms, build public confidence

By Ezurike Ugochukwu

The Nigeria Customs Service (NCS) has charged its Public Relations Officers(PRO) to adopt a more strategic and people-centred approach to communication by humanising the Service’s reforms and effectively communicating their impact on Nigerians to build public trust and strengthen stakeholder confidence.

The charge was delivered by the National Public Relations Officer of the Service, Deputy Comptroller Abdullahi Maiwada, at the opening of the 2026 Nigeria Customs Service Public Relations Conference in Port Harcourt, Rivers State.

The conference, themed “Realigning Corporate Communication as a Strategic Driver of Institutional Effectiveness and Public Trust,” brought together PRO’s from Customs commands across the country, communication experts and key stakeholders to explore strategies for repositioning corporate communication in support of the Service’s modernisation agenda.

In his keynote presentation, Maiwada emphasised that communication should no longer be viewed as an afterthought but as a strategic component of Customs operations capable of driving reforms, improving compliance and strengthening public confidence.

According to him, the success of the Service’s numerous reforms depends not only on implementation but also on how effectively they are communicated to stakeholders and the general public.

“We need to humanise reforms and showcase success stories to demonstrate their impact on the everyday citizen, while aligning operational achievements with strategic communication,” Maiwada said.

He noted that by telling compelling stories about the benefits of Customs reforms, the Service would encourage voluntary compliance, improve stakeholder relationships and reinforce its reputation as a transparent and professional institution.

Maiwada stressed that strategic communication has become indispensable as the Nigeria Customs Service continues to implement wide-ranging digital transformation initiatives aimed at facilitating trade, improving border security and enhancing revenue collection.

The conference featured technical sessions by communication professionals who challenged participants to embrace innovation and adopt modern communication strategies in engaging stakeholders.

Managing Director of Reputation Masters Limited, Jossy Nkwocha, urged Public Relations Officers to move beyond conventional publicity and embrace strategic communication as a tool for institutional growth and reputation management.

He said communication professionals must combine innovation, planning and professionalism to ensure organisations remain trusted and relevant in an increasingly competitive information environment.

Also speaking, communication scholar Dr. Lawrence Dike of the University of Port Harcourt highlighted the importance of stakeholder engagement in sustaining institutional reforms.

According to him, lasting organisational transformation can only be achieved where communication is transparent, consistent and centred on people.

“Trust is the currency of business and relationships. Trust is your reputation and reputation is your legacy,” Dike stated.

Speaking on the Authorised Economic Operator (AEO) Programme, Chief Superintendent of Customs Titus Omajali underscored the importance of effective communication in promoting compliance and strengthening collaboration among participants in the international supply chain.

He said continuous engagement with stakeholders remains critical to the success of the programme and the broader trade facilitation objectives of the Nigeria Customs Service.

“The success of the AEO programme largely depends on effective communication and collaboration among stakeholders across the international supply chain,” he said.

Participants also examined practical approaches to strategic communication during a panel discussion moderated by Parry Benson, with Chief Superintendent Abdullahi Husseini, Chief Superintendent Oscar Ivara, Chief Superintendent Emmanuel Tangwa, Superintendent Magaji Dikko and Superintendent Juliana Tomo sharing experiences on managing communication in complex operational environments.

Adding an industry perspective, Bamidele Chinedu, General Manager of the Trade Modernisation Project, encouraged Public Relations Officers to become credible and dependable sources of information by communicating clearly, responding to stakeholder feedback and maintaining consistency in public engagement.

He noted that effective communication is essential to sustaining confidence in the Nigeria Customs Service’s ongoing modernisation and trade facilitation initiatives.

Oloyede and Nkwocha

The first day of the conference ended with participants reaffirming their commitment to repositioning strategic communication as a critical driver of institutional effectiveness, public trust and successful implementation of the Service’s reform programmes.

Participants further recognised that transparent engagement remains central to achieving the Nigeria Customs Service’s vision of a modern, efficient and globally competitive customs administration.