2026 Customer Service Week: PICTDA engages Senior Civil Servants on the use of Emerging Tech Innovations

The 2026 International Customer Service week observed across Nigeria was colourful and interesting with Federal Ministries, Departments and Agencies across Nigeria taking the lead.

This time, Plateau is making the headlines with the Plateau State Information and Communication Technology Development Agency (PICTDA) turning the tide by redefining the meaning of the word “Customer”, shifting focus from the traditional producer-marketer-consumer relations to focusing on the beneficiaries of PICTDA’s mandate, which places government agencies at the core of the mandate of the agency.

Serveral techological innovations initiated by the Gov Caleb Mutfwang led administration have repositioned the Plateau State Civil Service on a tragectory that has showed an improvement in the performance indicators and deliverables from the state.

The agency took a good number of civil servants to the ICT Innovation Hub, at the 6th Floor of the Murtala House whch the Plateau State Government gave the agency for the purpose of transforming the space into an Innovation Hub.

Speaking at the event on the theme “PICTDA Goes The Extra Mile,” DG PICTDA Engr Dominic Datong Gwaman stressed the need for Civil Servants to improve and acquaint themselves with emerging technological advancements, which according to him are gradually taking away aspects of today work place responsibility.

He explained that Customer Service Week is an internationally observed occasion dedicated to appreciating customers and strengthening relationships between service providers and the people they serve.

He said PICTDA’s celebration was designed to appreciate its customers, understand their challenges and help them maximise the benefits of the agency’s services.

He identified digital security and artificial intelligence as particularly important areas of focus, given the increasing adoption of technology in government operations.

The engagement, he explained, would help participants understand how to protect themselves online while leveraging AI to improve their daily responsibilities.

One of the major presentations at the training was delivered by Cyber Security Expert, Dilas Yusuph, who spoke on cybersecurity threats and the importance of protecting personal and organisational information in an increasingly digital world.

Yusuph highlighted the financial and operational consequences of cybercrime, referencing an estimated ₦1.1 trillion in losses associated with cybercrime or theft in cyberspace.

He also discussed technical attacks, including SQL injection and Distributed Denial-of-Service (DDoS) attacks, explaining how such activities can compromise information systems and disrupt the operations of organisations.

Beyond technical threats, Yusuph drew attention to the risks associated with excessive sharing of personal information on social media.

He warned that seemingly harmless posts, photographs, comments and online connections could provide malicious actors with information that could be used to identify individuals, understand their relationships and potentially target them.

He further explained that photographs and videos shared online could inadvertently expose details about a person’s home, surroundings and daily activities.

The cybersecurity presentation stressed the importance of exercising caution when sharing usernames, financial details, salary information, personal files and other sensitive data.

For public institutions, he noted, careless handling of information could expose confidential organisational documents and compromise government data.

His presentation encouraged participants to adopt safer online practices and become more conscious of the information they make available on digital platforms.

Speaking on the lessons from the training, Pam Joshua, Head of Strategic Business Communication at PICTDA, described the Customer Service Week initiative as an important opportunity to communicate the agency’s mandate and strengthen awareness of its role in the state’s development.
He explained that PICTDA was established to improve governance, promote economic development and create employment opportunities for young people through technology.

Joshua said the sessions had provided valuable insights into artificial intelligence, particularly the need to understand its limitations and use it responsibly.

He emphasised that AI should be viewed as a tool for supporting human intelligence and improving productivity rather than as a perfect source of information.

Using the expression “garbage in, garbage out,” he highlighted the importance of providing appropriate information and instructions when using AI tools.

According to him, civil servants need to learn how to leverage these technologies to improve their work, enhance service delivery and contribute to better governance and economic development in Plateau State.

He encouraged government workers to apply the knowledge gained from the training to their everyday responsibilities.

A participant, Denaan Meshiks Longs of the Plateau Agricultural Development Programme (PADP), described the training as resourceful, noting that it had improved his understanding of cybersecurity and the practical applications of artificial intelligence.

Longs said she had learned more about protecting online accounts, recognising cybercrime and identifying tools that could help improve productivity.

She also highlighted an important lesson from the AI session: artificial intelligence should not simply be seen as a threat to jobs but as a tool that can enhance human performance when used effectively.

She expressed his intention to share the knowledge gained with colleagues in his organisation, particularly on recognising scams, safeguarding personal information, protecting online accounts and reporting cybercrime through appropriate channels.

Her commitment reflects the broader objective of the training: ensuring that the knowledge gained extends beyond the event to benefit other government employees and improve institutional practices.

The training also featured an engaging breakout session in which participants were tasked with drafting a proposed policy update on remote work guidelines for the civil service.

The exercise provided an opportunity for participants to collaborate, exchange ideas and consider how digital transformation could influence workplace policies and administrative practices within the public service.

By involving participants in a practical policy-drafting exercise, the session encouraged them to think critically about the application of digital technologies to government operations.

The activity also complemented the broader discussions on productivity, digital tools and the changing nature of work in an increasingly technology-driven environment.

PICTDA’s Customer Service Week 2026 engagement highlights the growing importance of digital skills, cybersecurity awareness and responsible AI adoption in public administration.

As government institutions continue to integrate technology into their operations, equipping civil servants with the knowledge to use digital tools safely and effectively remains essential to improving efficiency and service delivery.

Through the engagement, PICTDA created an opportunity to educate its stakeholders, receive feedback on its services and encourage the adoption of practices that can strengthen digital governance across Plateau State.

With its theme, “PICTDA Goes The Extra Mile,” the agency’s celebration reinforces the importance of going beyond routine service provision to understand users’ needs, address their challenges and deliver better outcomes.

The three day programme, running from October 14 to 16, 2026, is expected to further promote engagement between PICTDA and the MDAs it serves while strengthening the role of technology in the state’s public service.