1.0 INTRODUCTION OF SERVICOM IN THE COLLEGE

The SERVICOM Unit of the College was inaugurated November 26, 2008 after the directives by the Federal Government to establish the Unit in all MDAs and agencies mandated to provide basic services to which citizens are entitled, timely, fairly, honestly effectively and transparently in order to ensure service is delivered. It is headed by the Nodal Officer who reports to the Chief Executive and is assisted by Desk Officers of Charter, Complaints and Service improvement and also has a committee on Service Delivery both charge and with the mandate to;

1.1 CHAIN OF COMMAND

•Nodal Officer heads the unit.

•He/She receives directives from the Chief Executive and reports back through the Deputy Rector (Admin) (Supervisory Heads)

•He/She directs the Desk Officers and assigns responsibilities

•NODAL OFFICER represents the College at SERVICOM functions

1.2 NAMES AND PICTURES OF DESK OFFICERS

(i) Charter Desk Officer - Mrs. S. K. Theophilus

(ii) Service Improvement Desk Officer - Mr. D. U. Malagu

(iii) Customer Complaints Desk Officer - Miss. A. N. Ojukwu

2.0 COLLEGE SERVICOM MANDATE

(i) Produce, monitor the performance and review SERVICOM Charter within the College.

(ii) Manage the College’s Customer Relations policy and provide opportunities for customer feedback.

(iii) Institute complaints procedure to redress perceived or real poor service.

(iv) Promote quality and best practices in the college service delivery

(v) Provide comprehensive and effective Training policy for frontline staff on customer relations and related matters.

(vi) Disseminate best practices and other tips on Service Delivery Improvement.

(vii) Facilitate a safe and conducive working environment for the staff at level of service delivery.

(viii) And report back to management annually.

3.0 WHAT THE UNIT HAS DONE SO FAR

The Unit had since inception had drawn up a Charter for the College and a revised one has recently been approved by the SERVICOM National office in Abuja which has also been published and presented to the college community on August 23, 2012. The Unit has sensitized all Units/Departments of the college to improve on Service Delivery and sent out questionnaires as feedback mechanism to the Sensitized Units to assess the level of compliance on Service Delivery and is in the process of analysis. This will identify lapses that will be addressed during subsequent Sensitizations.

We have opened a complaint book and form and have strategically placed complaint boxes at the two College gates. We have received various complaints on admissions, promotions, poor service for collection of Certificates, lateness of statements of results, attendance to patients at the Medical Unit, leakages of pipes, fumes, roofs etc. and have written to concerned offices to explain and address the problems and have written to relevant Units/Departments with the service delivery failure.

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