SERVICOM CHARTER

Welcome to The University of Benin Benin City, Nigeria.

INTRODUCTION

This is the integrated Service Charter of the University of Benin, Benin City (UNIBEN). This Service Charter describes the services provided by the University of Benin, and the standard to which these services are performed within specified and achievable time frames. It contains information on how our customers can register their complaints whenever there is service failure.

This Charter applies to our Students, Staff and Stakeholders. It has been developed in consultation with the following clients:

  • Staff (academic and non-academic).
  • Students.
  • Stakeholders (immediate community, contractors, parents, and alumni association).

Local Charters will be developed for our various service windows. Service Windows are service sub-units located within the University where specific and specialized services are rendered.

For proximity to the Service Windows, the following Faculties/Divisions are grouped as follows:

  1. Arts, Management Sciences and Social Sciences
  2. Education, Law and Agriculture
  3. Life Sciences, Physical Sciences and Engineering
  4. Medical College and School of Pharmacy
  5. Health Services
  6. Physical Planning, Academic Planning and Works Department
  7. Ekehuan Campus
  8. Students Affairs (including Halls of Residences), Postgraduate School and Alumni Relations
  9. Exams and Records, Central Record Processing Unit (CRPU), Senate Matters and Admissions Office
  10. Bursary and Audit Departments
  11. Registry and Vice Chancellor Office (VCO).

This Service Charter is subject to periodic reviews to reflect necessary changes in policy, and organizational structure in order to reposition the University for greater Service Improvement and attain the University’s goals and objectives.

ESTABLISHMENT

The University of Benin was founded on 23rd November, 1970 by the then Midwestern State Government initially as the Midwest Institute of Technology. The Institute achieved full University status in July, 1971 after its recognition by the National Universities Commission and became the University of Benin.

The University of Benin has remained faithfully to its founding philosophy which is summed up in the motto “Knowledge for Service”. Its original objective was to produce high-level human resources in Science and Technology, but this scope was expanded quite early, to include the Humanities, Social Sciences, Education and Law. Since then, the University has continued to grow and has virtually exploded in the rising number of Departments as well as the diversity of Academic Programmes.


Our Vision

TO ESTABLISH A MODEL INSTITUTION OF HIGHER LEARNING WHICH RANKS AMONG THE BEST IN THE WORLD AND RESPONSIVE TO THE CREATIVE AND INNOVATIVE ABILITIES OF THE NIGERIAN PEOPLE.



Our Mission

"TO DEVELOP THE HUMAN MIND TO BE CREATIVE, INNOVATIVE, COMPETENT IN AREAS OF SPECIALIZATION, KNOWLEDGEABLE IN ENTREPRENEURSHIP AND DEDICATED TO SERVICE"


Value Statement

The University of Benin is committed to the following core values:

  • Transparency
  • Integrity
  • Openness
  • Fairness
  • Courteousness
  • Professionalism
  • Excellence
  • Accessibility
  • Commitment
  • Resourcefulness
  • Accountability
  • Honesty
  • Innovativeness
  • Discipline
  • Equity
  • Scholarship
  • Diligence
  • Efficiency
  • Creativity
  • Responsiveness
  • Dedication

Services Rendered

We provide quality teaching, community service and multi-disciplinary research leading to the award of certificates and degrees in the following fields of human endeavour:

  • Agricultural Economics and Extension Services
  • Animal Science
  • Crop Science
  • Fisheries
  • Forestry and Wild Life
  • Soil Science
  • English and Literature
  • Fine and Applied Arts
  • Foreign Languages
  • History
  • International Studies & Diplomacy
  • Linguistics
  • African Languages
  • Theatre Arts
  • Mass Communication
  • Philosophy Religious Studies
  • Anatomy
  • Physiology
  • Medical Biochemistry
  • Medical Laboratory Sciences
  • Nursing
  • Dentistry
  • Adult and Non-Formal Education
  • Educational Studies and Management
  • Educational Psychology and Curriculum Studies
  • Environmental Education and Human Kinetics
  • Vocational and Technical Education
  • Civil Engineering
  • Chemical Engineering
  • Electrical/Electronic Engineering
  • Mechanical Engineering
  • Petroleum Engineering
  • Production Engineering
  • Computer Engineering
  • Law
  • Science Laboratory Technology
  • Biochemistry
  • Plant Biology and Biotechnology
  • Animal and Environmental Biology
  • Accounting
  • Business Administration
  • Banking and Finance
  • Medicine
  • Microbiology
  • Pharmacy
  • Chemistry
  • Industrial Chemistry
  • Geology
  • Mathematics
  • Industrial Mathematics
  • Mathematics and Economics
  • Computer Science
  • Statistics with Computer Science
  • Physics
  • Industrial Physics
  • Optometry
  • Entrepreneurial Studies
  • Library and Information Service
  • Economics and Statistics
  • Geography and Regional Planning
  • Political Science and Public Administration
  • Local Government Management
  • Sociology and Anthropology
  • Social Work
  • Early Childhood Education
  • Mathematics Education
  • Physical and Health Education
  • Health Administration and Management
  • Primary Health Care and Statistics
  • Early Child
  • Care and Development
  • Maternal and Child Health
  • Nursing Administration and Management
  • Postgraduate Studies.

We are also committed to providing the following services in a “timely, fair, honest, effective and transparent manner” in line with SERVICOM Principles:

  • Create an academic environment which is stimulating, challenging and conducive for effective teaching, learning and research.
  • Provide courteous, prompt and quality service to every student, listen to their complaints and take appropriate actions as stipulated in our complaint policy.
  • Provide and maintain lecture halls, hall of residence, theatres, laboratories and libraries for effective teaching and learning.
  • Provide and maintain an ultra-modern Health Centre that provides 24 hours emergency services.Out-patient services commence at 8:00am and terminate at 4:00pm with average waiting time of two and a half hours.We aim to teach our students following the approved timetable and conduct credible examinations.
  • We aim to release semester results within six (6) weeks after examination.
  • Promote gender mainstreaming i.e the consistent use of gender sensitive perspectives at all stages of the development and implementation of policies, plans and programmes.
  • Provide 24 hours unrestricted access to the Internet for the University Community at very moderate access charges and aim to resolve student on-line problems within forty eight (48) hours of receiving complaint.
  • Process and dispatch academic transcripts within twenty five (25) working days of application. However, from 2012/2013 academic session, all graduating students’ transcript will be prepared and kept for immediate issuance on application.
  • All certificate and diplomas will be ready for collection on the day of convocation.
  • Promote and encourage Staff participation in Local and International Conferences, Seminars and Workshops to stimulate creative ability, innovativeness and adaptability.
  • Provide and maintain sports facilities of international standard for recreation and hosting of competitions for the University Community and the general Public.
  • Provide Primary and Secondary educational services of international standard for Staff and the general Public.
  • All bonafide students who are qualified for accommodation will be given within one (1) month after resumption.
  • Guarantee prompt mobilization of graduates for National Youth Service Corp immediately signals are received from the NYSC Secretariat.
  • We guarantee the processing of valid staff claims within eleven (11) working days and valid contractors’ bills within sixteen (16) working days.
  • Conduct orientation for fresh Students.
  • All enquiries will be responded to within four (4) working days.
  • Provide security services to ensure security of lives and property of members of the University Community and other Customers.
  • Aim to run an uninterrupted Academic Calendar.
  • Post Unified Tertiary Matriculation Examination (POST-UTME) and Post Direct Entry (POST-DE) results will be released one (1) week after the examinations.
  • Provide for the needs of the socially and physically challenged Students in our Policies and Programmes.
  • Provide quality products to the Local Community through the University Integrated Enterprises.
  • Guarantee prompt opening of our offices by 8:00am (Monday – Friday).

Our Customers

  • Staff
    • Tenured Staff
    • Contract Staff
    • Adhoc Staff
    • Adjunct Staff
  • Students
    • Undergraduate
    • Postgraduate Students
    • Part-Time Students
    • Prospective Students
  • Other Stakeholders
    • Parents
    • Alumni
    • MDAs
    • Contractors
    • Corporate Organizations
    • Professional Bodies
    • General Public

PERFORMANCE TARGETS/CUSTOMER EXPECTATIONS:

Customers are entitled to:
Prompt, courteous, fair and transparent service from Staff in accordance withour core values.

  • Access to relevant information.
  • Sensitivity to the need of all especially people with special needs.
  • Responsiveness to all inquires.
  • Sustained and undivided attention to customers’ complaints
  • Efficient feedback, grievance redress mechanism.
  • Cordial Staff – Students relationship.

CUSTOMER OBLIGATIONS/RESPONSIBILITIES:

In order to achieve our set goals, performance targets and obligations, we expect our customers to:

  • Treat Staff with courtesy
  • Fulfill all attendance and continuous assessment requirements.
  • Attend scheduled meetings punctually.
  • Be punctual to work and prompt discharge of services.
  • Respond to our requests for information accurately, thoroughly and in a timely manner.
  • Abide by the rules and regulations of the University.
  • Pay all approved charges as at when due.
  • Avoid anti-social activities, association and vices like cultism, examination malpractices, alcohol and drugabuse, fighting, reckless driving and so on.
  • Present credible credentials.
  • Complete all registration and documentation processes within the specified time frame.
  • Use University facilities with utmost care.
  • Be honest in your dealings with all members of the University Community.
  • Read and abide by the periodic instructions in the University’s publications and service windows.
  • Report cases of service failure, complaints, suggestions and feedback at the designated Grievance Redress Centres.

MONITORING AND REPORTING OF PERFORMANCE:

The University of Benin will monitor our performance against the Service Charter through the following means:

  1. Bi-monthly collation and analysis of complaints and feedback.
  2. Monthly Performance Appraisal (MPA) Meetings of the local service frontlines.
  3. Quarterly Performance Appraisal (QPA) meetings of the SERVICOM Committee and the Focal Officer.

We will report our Performance by:

  1. Publishing Performance against Charter Commitment in the Annual Report.
  2. Publishing it on the University Website.

STAKEHOLDERS PARTICIPATION:

We expect the following from our numerous Stakeholders:

  • Proper policy formulation and improved funding from Government.
  • Partnership from Corporate Organizations and organized Private Sector in providing basic amenities, sponsorship of Awards, scholarship and competitions.

SENSITIVITY TO SPECIAL NEEDS:

We are committed to providing for those with special needs in the following areas:

  • All the physically challenged Students will be given comfortable accommodation in the Hostels.
  • All new Physical structures in the University will take into consideration the special needs of the Physically Challenged.

EXISTING LIMITATIONS:

  1. Insufficient infrastructures for learning, teaching and research such as Lecture Halls, Theatres, Classrooms, Laboratories/Studios, Library facilities and Office Accommodation.
  2. Insufficient funding from Public Sources.
  3. Rapid expansion of Student Population resulting in high Staff/Student Ratios.
  4. Insufficient Student Accommodation on Campus resulting in over-crowding which could lead to indiscipline, depression and violence.
  5. Occasional disruptions of University activities through industrial actions by the various Unions.
  6. Inconsistent Government Policies on University Administration, conditions of service, funding, industrial relations and so on.

COMPLAINTS POLICY

The University of Benin takes any complaint made against a member of Staff, its service or its decisions very seriously. When a complaint has been made, the Complainant has the right to have his or her concerns investigated and a full and prompt response given by SERVICOM.

1 INTRODUCTION
1.1 A complaint may be made to the SERVICOM Division about any matter connected with the exercise of the University’s functions or by anyone affected by the actions of the University or its Employee. This Policy and the supporting procedure aim to:
(a) Find out what happened.
(b) Satisfy the Complainant that their concerns have been addressed, and involve them in decisions about how their complaint was handled.
(c) Make sure a Complainant receive an apology where this is appropriate in line with the principles for remedy.
(d) Take into account the outcome of any investigation from the complaints in order to improve the way the University’s functions.
(e) Ensure that no employee of the University is embarrassed by false complaints.
1.2 This Policy and the supporting University’s Complaint procedure has been written in accordance with the requirements of SERVICOM.
2 RESPONSIBILITY FOR COMPLAINTS ARRANGEMENTS:
2.1 Servicing Unit Complaints Officers are designated to receive complaints from the Units under them, document and investigates all complaints in the first instance and report all complaints to the Focal Officer.
(i) Service Improvement Officer-Mr.JosephIyoboOlowu- Mobile No. 08104727266
(ii) Desk Complaint Officer- Mr.TerryEkhosuehi - Mobile No. 08029005135
2.2 The Focal Officer, SERVICOM has been designated as the Officer to manage the procedure for handling and considering complaints on behalf of the University. This Officer will also, where appropriate, ensure that any necessary action as a result of an outcome of an investigation is properly implemented and monitored.
(i) Focal Officer – Dr. D. Ogbeifun - Mobile No. 07057713753
e-Mail: servicomuniben@uniben.edu
2.3 The Deputy Vice Chancellor (Admin.) has been designated by the Vice Chancellor as the Executive Director responsible to the Board for complaints.
3.0 PROCEDURE FOR DEALING WITH COMPLAINTS
A procedure has been established to support this Policy, and to give clear guidance on how to handle complaints and any action from the outcome of investigation.
LEVEL 1: If you have complaints, please contact:
(i) Nearest SERVICOM Windows
(ii) SERVICOM Office, Main Auditorium, University of Benin, Benin City, Nigeria

  • We commit to acknowledge your complaint within two (2) working days
  • We commit to communication our intended action within five (5) working days.
  • We will endeavour to resolve any complaint within three (3) weeks.

⃰If you are still unhappy or the complaint is still unresolved,
you can contact:
LEVEL 2:The Pro-Chancellor/Chairman
Governing Council
University of Benin
Benin City, Edo State.

⃰If you are still unhappy or the complaint is still unresolved,
you can contact:
LEVEL 3: Room 501 National Universities Commission (NUC)
AjaNwachukwu House
No. 26, Aguiyi-Ironsi Street, Maitama District
P. M. B. 237
Abuja – Nigeria.

⃰If you are still unhappy or the complaint is still unresolved,
you can contact:
LEVEL 4: SERVICOM COMPLAINTS MANAGER
Room 23, Annex Block,
Plot 1046, Usman Dan Fodio Crescent,
Zone A4, Opposite State Banquet Hall
Presidential Villa,
Abuja FCT.
TEL: 09 - 3140371 Ext. 119, 08056011819, 08044191228.

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