Last week, the world celebrated Customer Service Week, a special moment dedicated to appreciating customers and those who serve them. In Nigeria, the Federal Inland Revenue Service (FIRS) joined in this global tradition with colour, excitement, and reflection.
Across its offices nationwide, staff participated in themed dress days, fun activities, and shared moments of gratitude with the people who give meaning to their work — the taxpayers.
But beyond the pageantry, this year’s celebration provided an opportunity for the FIRS family to look inward — to reflect on how far the Service has come in transforming taxpayer engagement, and how its leadership has turned what was once seen as a bureaucratic agency into a people-oriented institution built on empathy, technology, and service excellence.
At the centre of this transformation is the Executive Chairman of FIRS, Dr. Zacch Adedeji. Since assuming office, he has proven that effective leadership in public service is not only about policy frameworks or revenue targets, but about people — understanding their needs, respecting their rights, and providing solutions that make their lives better. His philosophy is simple yet powerful: taxation is not punishment; it is partnership.
Under his watch, FIRS has redefined the way it engages with citizens and businesses. The agency is no longer seen merely as a tax collector; it has become a trusted partner in national development.
This new perception did not happen by chance. It is the product of deliberate reforms, customer-focused innovations, and a leadership style that places service quality, efficiency, and transparency at the heart of operations.
One of the most remarkable achievements of the new FIRS leadership is its seamless integration of technology into tax administration. Through innovations such as the TaxProMax platform, electronic invoicing, and automated VAT collection systems, the Service has simplified tax compliance, making it more transparent and user-friendly for individuals and businesses.
With TaxProMax, taxpayers can now file returns, generate receipts, and make payments from anywhere in the world. Each transaction is secured and verifiable through a unique Invoice Reference Number (IRN) and QR code, ensuring full accountability and traceability. For those without internet access, FIRS introduced the USSD code *829#, enabling users to retrieve their Tax Identification Number (TIN), verify Tax Clearance Certificates (TCCs), locate nearby tax offices, or make quick inquiries — all from the comfort of a mobile phone.
These technological reforms reflect the agency’s commitment to inclusivity. Whether it’s a multinational company in Lagos or a small trader in Bauchi, every taxpayer now has access to efficient service delivery. It is a practical demonstration of Dr. Adedeji’s belief that technology must serve as a bridge — not a barrier — between government institutions and the citizens they serve.
Building a Culture of Courtesy and Accountability
Beyond systems and platforms, the real success of FIRS lies in the culture it is cultivating among its workforce. The Service has consistently emphasized that taxpayers are not subjects but partners in progress. Staff are trained and reminded that every interaction must reflect respect, fairness, and professionalism. This renewed sense of purpose has fostered internal pride among employees, who now see themselves as agents of national development.
Under Adedeji’s leadership, the Service has also strengthened its Taxpayer Service Department to handle inquiries, complaints, and feedback more effectively. Through its active presence across digital platforms — website, social media handles, and call centres — taxpayers now have multiple channels to seek assistance or report issues. The promptness and empathy with which FIRS responds have enhanced public trust and positioned it as one of Nigeria’s most responsive government institutions.
The establishment of Taxpayer Service Desks in strategic locations nationwide further reflects the Service’s mission to bring its operations closer to the people. These desks ensure that both individuals and corporate entities receive timely guidance and support on tax matters, helping to minimize compliance errors and improve voluntary payment rates.
Upholding Taxpayer Rights and Interests
A key component of FIRS’s ongoing reforms is the protection of taxpayer rights. In line with global best practices, the agency is not only collecting revenue but also safeguarding the interests of those who contribute. The Taxpayers’ Charter of Rights and Obligations, which outlines the expectations and responsibilities of both the Service and taxpayers, remains a living document guiding all engagements.
Through regular sensitization programs, workshops, and customer-focused campaigns, FIRS continues to educate Nigerians on their rights to fair treatment, privacy, and access to information. The agency also provides avenues for redress through established complaint resolution mechanisms, ensuring that grievances are handled transparently and justly.
By strengthening accountability and promoting dialogue, the Service is fostering a climate of mutual respect and cooperation — a shift that has not gone unnoticed by citizens and the business community alike.
Dr. Adedeji’s leadership style is calm yet decisive. His people-first approach has not only transformed FIRS’s image but has also energized its workforce. His belief in teamwork, innovation, and integrity has inspired staff to take ownership of the Service’s mission — to make taxation simple, fair, and growth-oriented.
Today, many Nigerians say they understand taxes better and appreciate their role in nation-building. This growing awareness stems from FIRS’s outreach efforts, transparency campaigns, and open communication. By demystifying tax administration, FIRS has made compliance less intimidating and more participatory.
This renewed public confidence is also reflected in the agency’s performance. Under Adedeji, FIRS has consistently met and exceeded revenue targets, not through coercion but through collaboration. The success story is a testament to what can happen when public institutions operate with empathy and efficiency.
This year’s Customer Service Week, themed “Mission: Possible”, could not have come at a better time for FIRS. It symbolizes the agency’s belief that with vision and commitment, delivering world-class service in the Nigerian public sector is indeed possible. Across its offices, FIRS staff celebrated taxpayers — the lifeblood of government operations — and reaffirmed their dedication to making every tax experience simpler and more rewarding.
For many observers, this year’s celebration was not just symbolic. It was a reflection of a new ethos within FIRS — one anchored on humility, responsiveness, and results. The Service’s leadership has shown that customer service is not an annual ritual but a daily responsibility. Every policy, process, and platform is now designed with the taxpayer in mind.
As Nigeria continues its journey toward sustainable economic growth, the role of FIRS in ensuring adequate revenue generation remains critical. Yet, what stands out most today is the Service’s evolving identity — from a tax collector to a trusted public institution that cares, listens, and delivers.
Dr. Zacch Adedeji has built a system that works, a team that serves, and a nation that believes again. His strategic reforms have proven that effective tax administration must balance efficiency with empathy, and compliance with compassion.
As the curtains fall on this year’s Customer Service Week, Nigerians can proudly say that FIRS has made the mission possible — not just in words, but in action. It is now more than an institution; it is a symbol of what responsive governance can achieve when people come first.
