The current Director of SERVICOM is Professor Gabriel Arishe. He joined the services of the University of Benin in October 2005 as a graduate assistant in the Department of Public Law and rose to become a professor in October 2020. He teaches constitutional law to undergraduate students and comparative constitutional law to postgraduate students in addition to the supervision of PhD thesis in public law. He holds the Bachelor of Laws (LL.B), Master of Laws (LL.M), and PhD (in Law) degrees. He is a member of the Nigerian Bar Association (NBA) and the National Association of Law Teachers (NALT).
Part of the mandate of SERVICOM is to evaluate the performance of service units/departments and their compliance to the university’s service charter in their delivery of services to staff, students, and members of the public. The overall objective of the SERVICOM Compliance Evaluation (SCE) is to ensure Citizen-focused Service Delivery in MDAs while the specific Objective includes identifying gaps in service delivery and making recommendations to the department/unit to improve customer satisfaction and accountability.
To execute this mandate, SERVICOM uses the SERVICOM Index (SI). The SERVICOM Index (SI) is a set of business-relevant Key Performance Indicators (KPIs) that provide a standardized method for measuring and comparing performance against service standards defined by MDAs. It is designed to become the standard method to help MDAs measure their performance in terms of customer satisfaction and improved service delivery. The Index measures the key influences on service delivery and customer satisfaction as well as the need for feedback and future development. The SERVICOM Index consists of five (5) dimensions which are weighted as follows:
A team of SERVICOM Evaluators are assigned to specific service windows in the University for this task and evidence are gathered from the service windows through customer/student interviews, discussions with management, staff, partners, review of key documents, desk research and general observations.
The ‘mystery shopping’ is one strategy that is used before the main evaluation is carried out. This is a process whereby the evaluators access the service of a unit/department under-cover with the aim of establishing and obtaining first-hand information on what an ordinary citizen experiences before he/she gets the service required. Findings during the mystery shopping will afterwards be reported to leadership of the evaluated unit/department as “moment of truth”. The evaluation exercise exposes service delivery gaps in the assessed department/unit and allows for recommendation of remedial strategy by SERVICOM Office, while at the same time serving as a wake-up call to the department/unit to improve on the services they render to citizens with the aim of increased citizen satisfaction. SERVICOM will from time to time suggest best practices on how to improve on service delivery.
Evaluation reports containing findings (Strengths and Weaknesses) and scores of the evaluated department are presented to their heads with a charge for them to implement the recommendations which are made on how to mitigate identified service delivery gaps. Active use of SERVICOM’s Email and Telephone The email and telephone contacts are strategic windows for getting spontaneous feedbacks from the public that would allow for speedy intervention by SERVICOM on experiences of service failure by those who access the services of departments and units in the university. They have been actively deployed.
These will create awareness about SERVICOM and make departments/units to be alive to quality service delivery. It is necessary for SERVOCOM to be on the quick link of the University’s website and with time, there will be the need to have a portal to host the e-newsletter and the monitoring/evaluation activities/reports of this unit.
This is for the purpose of ensuring the accountability of UNIBEN SERVICOM and feeling the pulse of Management.
University of Benin is deeply invested in improving the lives and status of the country. Our commitment is to impact very positively in every Nigerian youth and to improve the economy and well-being of Nigeria by improving on our educational standard.
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:
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:
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.
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.
The University of Benin is committed to the following core values:
We are also committed to providing the following services in a “timely, fair, honest, effective and transparent manner” in line with SERVICOM Principles:
Customers are entitled to:
In order to achieve our set goals, performance targets and obligations, we expect our customers to:
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:
The University of Benin will monitor our performance against the Service Charter through the following means:
We expect the following from our numerous Stakeholders:
We are committed to providing for those with special needs in the following areas: