The Federal Inland Revenue Service has reaffirmed its unwavering commitment to taxpayer-centred reforms and service excellence while celebrating the 2025 Customer Service Week. The agency used the occasion to highlight innovative policies that simplify tax processes, promote transparency, and strengthen public confidence in Nigeria’s tax administration system.
According to the FIRS, the week-long celebration was not just about festivities but a moment to reflect on how far the institution has evolved under the leadership of its Executive Chairman, Dr. Zacch Adedeji. His vision, centered on taxpayer-centred reforms, has focused on modernizing the nation’s tax structure to make compliance easier, faster, and more transparent.
Speaking on the celebration, Arabinrin Aderonke Atoyebi, Technical Assistant on Broadcast Media to the Executive Chairman, explained that this year’s event underscored FIRS’s ongoing transformation. She said the Service has moved from operating as a traditional revenue agency to becoming a modern, service-oriented institution driven by innovation and people-focused values.
Atoyebi noted that the Customer Service Week served as a reminder of the agency’s dedication to building a culture of trust and efficiency. She emphasized that every reform introduced in recent years reflects a deliberate effort to place taxpayers at the centre of FIRS’s operations. Through these reforms, the agency aims to enhance voluntary compliance, reduce administrative burdens, and make every taxpayer interaction simpler and more rewarding.
She highlighted that the Service continues to introduce digital solutions that make filing and payment more convenient. These technological improvements, she said, have reduced human interference and improved accuracy, speed, and transparency. The focus remains on making tax administration friendlier while maintaining strict adherence to accountability standards.
Atoyebi stressed that FIRS’s renewed approach represents a fundamental shift in the relationship between the government and citizens. By treating taxpayers as valued partners rather than mere revenue sources, the agency fosters mutual respect and trust. This transformation, she added, is evident in the way the Service engages businesses, educates the public, and provides personalized support to encourage compliance.
She also explained that the reforms have positioned FIRS as a model for efficient tax administration across Africa. Other countries, she said, now view Nigeria’s transformation journey as an example of how innovation and empathy can coexist in public institutions. She reaffirmed that the agency’s focus remains on service, transparency, and fairness in every aspect of tax collection and administration.
The celebration of Customer Service Week also offered FIRS employees the opportunity to reconnect with the agency’s mission and values. It reminded them that behind every policy, number, or transaction is a person whose trust must be earned through professionalism and consistent delivery.
Through continuous taxpayer-centred reforms, FIRS demonstrates its readiness to embrace change, enhance service delivery, and build a tax system that reflects the aspirations of all Nigerians. This renewed focus on empathy and efficiency shows that the agency is not only collecting revenue but also creating a more accountable, transparent, and citizen-focused tax culture that supports national development.