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


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


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:

  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.


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.

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

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


  • Tenured Staff
  • Contract Staff
  • Adhoc Staff
  • Adjunct Staff


  • Undergraduate
  • Postgraduate Students
  • Part-Time Students
  • Prospective Students

Other Stakeholders

  • Parents
  • Alumni
  • MDAs
  • Contractors
  • Corporate Organizations
  • Professional Bodies
  • General Public


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.


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.
  • 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 and Diplomacy
    • Linguistics
    • African Languages
    • Theatre Arts
    • Mass Communication
    • Philosophy and 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.


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

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

    We will report our Performance by:
    • Publishing Performance against Charter Commitment in the Annual Report.
    • Publishing it on the University Website.


    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.


    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.


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