Preface
SERVICOM is a social contract between the Federal Government of Nigeria and its people as it underscores and promotes the right of every Nigerian to good service. SERVICOM is the acronym for “Service Compact with all Nigerians” with its motto as “You have the Right to be served Right”. It is in this light that the SERVICOM Charter and Complaints Policy of the University of Benin outlines the various services rendered by the University of Benin and sets the standard for achieving high level of service delivery. This is the third revised edition of the Charter after its first adoption and publication in 2012. This edition incorporates new service windows and improved strategy for enhancing efficient service delivery at the University of Benin.
The SERVICOM Charter of the University of Benin was developed to sustain the founding philosophy of the institution – knowledge for Service – in the pursuit of its vision and mission statements and to ensure the promotion of quality assurance and best practices in the performance of its statutory responsibilities.
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.
The history of the University of Benin, its value statement, the expectations and obligations of students, staff and stakeholders, which are important to the achievement of the University’s objectives are included in this Charter. This Charter acknowledges the sensitive nature of the needs of the physically challenged persons and those with disabilities within the University and so gives special considerations to them in the provision of services and in planning the physical and infrastructural development of the University. Furthermore, this Charter designs mechanisms for addressing grievances and conflicts within the University of Benin.
Finally, I sincerely express my profound appreciation to the Director and staff of the SERVICOM Unit for reviewing and updating the SERVICOM Charter. It is my firm belief that this Charter will be useful in building and promoting the spirit of selfless service at all the service windows within the University in line with the vision and mission statements of the University of Benin.
Lilian Imuetinyan Salami Vice Chancellor University of Benin
WELCOME
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).
Operational Strategy
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:
- Service Delivery 30%
- Timeliness 24%
- Information 18%
- Professionalism 16%
- Staff Attitude 12%
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.
Information Dissemination through UNIBEN Webmaster and Monthly e-Newsletter
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.
Engagement with Management of Departments and Units following the Release of Evaluation Reports (or as the need arises)
Such engagements are led by the Director of SERVICOM.Submission of Monthly/Quarterly Reports to the Vice Chancellor and Quarterly Interface with the Vice Chancellor/Management
This is for the purpose of ensuring the accountability of UNIBEN SERVICOM and feeling the pulse of Management.
Servicom Charter
INTRODUCTION
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:
- 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:
- Arts, Management Sciences and Social Sciences
- Education, Law and Agriculture
- Life Sciences, Physical Sciences and Engineering
- Medical College and School of Pharmacy
- Health Services
- Physical Planning, Academic Planning and Works Department
- Ekehuan Campus
- Students Affairs (including Halls of Residences), Postgraduate School and Alumni Relations
- Exams and Records, Central Record Processing Unit (CRPU), Senate Matters and Admissions Office
- Bursary and Audit Departments
- 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.
