NIMC turns to WhatsApp, live chat to ease identity service pressure

The National Identity Management Commission (NIMC) has launched WhatsApp and live chat support channels as part of efforts to improve customer service and reduce congestion at its enrolment and service centres nationwide.

The commission said Nigerians and legal residents can now make enquiries and receive support for National Identification Number (NIN) services through its official WhatsApp line and a live chat feature on its website.

NIMC said the new platforms were introduced to provide faster response times, improve accessibility and allow users to resolve issues remotely without visiting physical offices.

According to the commission, users can access the live chat support through the NIMC Official Website, while the WhatsApp support line is available on +234 701 566 6971.

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The initiative forms part of the agency’s broader digital transformation programme under Abisoye Coker-Odusote, the director-general and chief executive officer of NIMC.

In a statement signed by Kayode Adegoke, the head of corporate communications, NIMC said the new channels were designed to offer real-time guidance, verified information and quicker resolution of NIN-related enquiries.

The commission added that the move aligns with the digital public service reforms of the administration of Bola Ahmed Tinubu, which aims to improve access to government services through technology-driven systems.

The development comes as demand for NIN services continues to rise across Nigeria, driven by the growing linkage of the identity number to banking, telecommunications, passports, tax services and other government platforms.

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Industry analysts say the deployment of digital support channels could help reduce overcrowding at enrolment centres, shorten complaint resolution time and improve trust in Nigeria’s identity management system.

NIMC also warned citizens to engage only through its verified communication platforms to avoid fraudsters and misinformation linked to fake NIN support services.