There was a time when the Nigeria Customs Service (NCS) was not only known for border enforcement and revenue collection but also for the warmth and openness of its Public Relations Officers (PROs). These men and women were approachable, media-friendly, and deeply committed to making the Service’s work understood by the public.
In those days, the PRO’s office was more than a communications desk. It was the bridge between a paramilitary institution and a skeptical public. It was where journalists found answers, traders found explanations, and even frustrated citizens found a listening ear. The PRO embodied the Service’s softer side.
Names like Comptrollers Joseph Attah, Wale Adeniyi, and Timi Bomodi readily come to mind. Each of them built reputations as PROs who combined discipline with warmth, authority with accessibility. They explained complex policies in simple language, stayed calm during heated press inquiries, and often diffused tension with a reassuring tone.
For importers and clearing agents, these PROs were lifelines. When new tariff policies or enforcement directives sparked confusion, it was often their clarity—and sometimes their personal diplomacy—that prevented disputes from escalating into crises. Their presence humanized Customs in ways enforcement officers alone could not.
But today, that culture of friendliness is fading. Increasingly, Customs PROs are seen as stiff, overly cautious, and distant. Instead of long, explanatory sessions, the public often gets clipped statements and press releases. Where once there was dialogue, now there is formality.
The maritime and business communities have felt this change most keenly. Importers who once relied on PROs for guidance now complain that their calls are ignored or redirected to faceless circulars. For an industry already burdened with bureaucracy, the loss of approachable PROs has only deepened frustration.
Much of the shift stems from the Service’s new priorities. With revenue targets climbing into trillions of naira, Customs is increasingly laser-focused on enforcement and fiscal performance. PROs, under pressure to project a spotless image, have grown cautious, preferring safe, impersonal communication over relationship-building.
Generational change has also played a role. The charismatic old guard—officers like CGC Wale Adeniyi, who blended charm with clarity, or Joseph Attah, who handled crises with patience—are being replaced by younger officers trained in a more bureaucratic, digital age. While professional, they often lack the personal touch that made their predecessors stand out.
Journalists have noticed the difference. Where once a Customs PRO could spend hours breaking down a seizure story or a new trade rule, many now offer short, guarded remarks. Fear of “saying too much” has created a defensive communication culture, leaving reporters frustrated and the public less informed.
Social media has added another layer of pressure. In an environment where a single misstep can go viral, PROs have grown wary of public engagement. Many retreat behind carefully worded memos, prioritizing self-protection over genuine dialogue.
But this fading friendliness carries consequences. Customs’ reputation is not only built on enforcement numbers but also on perception. When PROs lose their human touch, the Service risks being seen solely as a revenue-hunting machine, further straining its relationship with the business community.
Experts argue that reforms are needed. PRO training should emphasize not just media management but also empathy, diplomacy, and emotional intelligence. Officers must learn that trust and credibility cannot be enforced—they must be earned through communication.
A few bright sparks still exist. Some PROs at commands across the country have retained the old tradition of openness, engaging with journalists and traders alike. Their work shows that friendliness and professionalism are not mutually exclusive—they are complementary.
The real challenge is whether the Service’s leadership will see this fading culture as a strategic risk. In an era when public trust in institutions is fragile, the loss of approachable PROs is more than an internal issue—it is a national concern.
If Customs rediscovers the warmth once personified by PROs like Attah, Adeniyi, and Bomodi, it could rebuild bridges of trust with the Nigerian public. Without that, the Service may enforce compliance—but it will struggle to command respect.
