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November 5 - 9, 2012

Award of the SERVICOM Index

The People’s Right to Be Served Right

Report of

SERVICOM Compliance Evaluation of

Federal University of Technology Minna

Niger State

National University Commission

SERVICOM Index Compliance Evaluation Report

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EXECUTIVE

SUMMARY


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SUMMARY OF SERVICOM COMPLIANCE EVALUATION

OF FEDERAL UNIVERSITY OF TECHNOLOGY { FUT) MINNA

Date of Evaluation: November 5 - 9, 2012

Score: 2.8 out of 4; (70%)

Ranking: Four Star (****) Service

Description: Commendable

Findings

Strength:

The Organisation has set standards for all its services and these standards

are largely met e.g. release of students results two weeks after examination

and these are accessed online. The students confirmed this

The university actively impacts on the host community through various

projects e.g. provision of borehole, transformer ,employment and health

services

All the schools, units and centres have produced and displayed their service

charter as an effective tool for ensuring quality delivery of services

The university has put in place a reward system (SERVICOM Award) for

recognising and rewarding diligent staff who have distinguished themselves

in service delivery. This is to achieve commitment to duty and improve

productivity. The awardees serve as agents of service delivery in the

university

Display of organisational, schools, units and centres chart (organogram), at

strategic places to inform the customers of the hierarchy in the university

system

The university has attained 100% percent NUC accreditation on all the


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academic programmes offered, this give confidence to the

students

There is a wide variety of standard and modern recreational facilities to

engage and keep the students mentally alert e.g. gymnasium, golf course,

football pitch, basket ball and tennis court

SERVICOM services are decentralized through the appointment of

SERVICOM representatives among staff and students at the schools,

centres and units. These representatives are empowered to address service

failures in all segments of the university and report to SERVICOM Unit

monthly. The staff SERVICOM representatives are addressed as

SERVICOM MARSHALS and the students are SERVICOM BRIGADES

The university pays the sum of two thousand naira (N2,000) monthly to

each member of the SERVICOM BRIGADE to serve as a motivator to

function effectively

For prompt release of results the University has employed the services of

Electronic Test Company in the conduct of examinations and results are

generated almost immediately.

Quality assurance and assessment system have been sufficiently applied

consistently to secure sustained improvement. The university has designed

forms for assessing staff (academic and non-academic), the overall

performance of the university and the students.

The directional chart at the entrance of the University and those found in

and around the University premises indicate a keen sense of appreciation

for the customer to manoeuvre his way while in the campus

The University has provided a variety means of disseminating information to

students e.g. Campus radio, FUT Minna quarterly newsletter, Electronic

board and university website etc

The awareness on the Service Delivery Initiative is high in the University. To

demonstrate this, the university has partnered with other neighbouring


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institutions in spreading the message of SERVICOM e.g.

Ibrahim Babangida University Lapai Niger state, Federal College of

education Akwanga and NYCS SERVICOM Vanguard Minna

The University has adopted a variety ways to get feedback from both staff

and students e.g. The “VC must hear “this is students call in program on

the campus radio where the Vice Chancellor is featured monthly, this

provides students with good opportunity to raise issues and a clear

mechanism to receive feedback on the services of the university. There is

also the university Portal, SERVICOM brigades and Marshals

The organisation has made faculty registration centralised this makes it

easy for students to sign their course forms and ensure prompt

commencement of lectures

The University has taken steps to reach out to students who are not capable

of paying for school fees through work to pay program. This program is not

only for the indigent students but for all students who are not capable of

paying school fees

The university has established a micro finance bank to ease payment of

school fees for the students and to ensure transparency and accountability

in the university financial system

The students spoke positively of the well established culture of respect and

tolerance for the students. The university ‘s safeguarding arrangements are

strong and students feel safe around the campus

The university pays great attention to improving students’ confidence and

self esteem through the provision of guardians’ councillor. The care and

attention given have enabled students to overcome significant personal

difficulties and achieve success. The students confirmed this


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Weakness:

All frontline staff are not trained on complaints handling; this affects the level

of their professionalism in the investigation and resolution of customer

complaints

Students complained of continuous delay in processing of transcript. This

creates anxiety and lack of confidence in FUT Minna service delivery

process

Information on library services of the university is not reviewed regularly e.g.

the library guide was last reviewed 1998 thus denying the students

knowledge of relevant information on library usage as well as affects the

quality of service delivered

The university has not set specific targets for staff to serve as guide to

ensure the overall achievement of the University

The customer care policy produced to guide treatment of students by all

staff is not detailed

There is no evidence that the university carries out regular analysis of

complaints received this results in repeated service failure and discourage

students from complaining when they experience service failure

Recommendations

All frontline staff should be trained on complaints handling to improve

investigation and quick resolution of complaints, the university could partner

with the SERVICOM Institute to achieve this

The University should work out modalities to best address the situation in

the processing of transcript to promote prompt and reliable service as well

as boost customers confidence in FUT Minna service delivery process

The Organisation should review and raise its standards regularly to adapt to

citizens’ needs The library guide should be reviewed and updated to keep

the students informed of changes and to ensure continuous service

improvement

Detailed and specific targets should be set for individuals (staff) in order to


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monitor individual performance, to guide the overall achievement of

the university’s goals and for sustenance of quality service delivery

A separate document on customers care’ should be produced and made

available in pamphlet form to guide staff and to inform students the way

and manner they ought to be treated by staff

All complaints received should be analysed and published by the

Management. This would encourage customers to complain when they

experience service failure and to avoid future occurrence of such complaints

Conclusion

The SERVICOM Index awarded to the Federal University of Technology (FUT)

Minna is 2.8 out of 4 (70%) which represents Four star (****) and indicates

‘Commendable’ service delivery. Although this is still far from praiseworthy, it is

our belief that FUT Minna could ensure continuous improvement on the quality of

service delivered to its customers if the recommendations contained in this report

are faithfully implemented.


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MAIN

REPORT


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1.0 Introduction

This is a report on the findings of a SERVICOM Compliance Evaluation of the

Federal University of Technology Minna. Compliance has been measured against

the SERVICOM Index, a yardstick for measuring the quality of service as delivered

by Government through its various Ministries, Departments and Agencies.

The SERVICOM Index is predicated on the facts that:

The ultimate purpose of governance is to serve citizens

Citizens have the right to be served right

Service is well delivered only when citizens are satisfied; and

The Federal Government is committed to the provisions of SERVICOM

(Service Compact with All Nigerians) as a programme to improve service

delivery throughout the country

Customer satisfaction is the overriding consideration of service delivery. Extensive

research, consultations and surveys have shown that customer satisfaction is

broadly driven by several drivers, listed below. The selected service windows of

the Federal University of Technology (FUT), Minna have been evaluated for each

of these drivers through customer interviews, discussions with staff, discussions

with partners, review of key documents and observations. The overall Index score

of FUT Minna has been calculated as a weighted average of the composite scores

evaluated for each driver. The weight of importance attached to each driver is as

follows:

Service Delivery – 30%

Timeliness – 24%

Information – 18%

Professionalism – 16%

Staff Attitude – 12%


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2.0 Acknowledgement

We acknowledge the co-operation of the following for their contributions in the

course of the evaluation exercise.

1. Prof. Ruqquayat Rufai Hon. Minister Federal Ministry of

Education

2. Barr. Nyesom Wike Minister of state Federal Ministry

Education

3. Dr. Macjohn nwobia Permanent Secretary Federal Ministry of

Education

4. Prof. Julius Okojie Executive Secretary Nat. Universities

commission

5. Prof. Mohammed S. Audu Vice Chancellor, Federal University of

Technology Minna

6. Prof. Akim O. Osunde Deputy Vice Chancellor (Academic)


7. Prof. Abdulahi Bala Deputy Vice Chancellor (Administration)


8. Mrs. Victoria N. Kolo Registrar Fed. University of Tech. Minna

9. Mal. Muftau A. Bello. Bursar Federal University of Technology

Minna

10. Mal. M. Ibn Muhammad University Librarian Federal University of

Technology Minna

11. Prof. O.B Awojoyegbe Head Academic Planning Unit Federal

University of Technology Minna

12. Ms. Christie Ahmed Nodal Officer Federal Ministry Of

Education

12. Prof. Solomon Oyeleke Focal Officer SERVICOM Unit


13. Dr. Taofeek Uthman Deputy Focal Officer Federal University of

Technology Minna

14. Mrs. Maryam D. Shitu Service Improvement Officer,


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Federal University of technology Minna

15. Ms. Gloria Iziren Desk Officer

National Universities Commission

3.0 Terms of Reference

The Federal University of Technology Minna was selected for evaluation following

a Presidential directive that all Government Ministries, Departments and Agencies

be evaluated for SERVICOM Compliance.

The Mandate of the SERVICOM Compliance Evaluation team is to identify those

areas or action that can bring immediate or urgent improvement in services to

citizens.

4.0 Methodology

The Federal University of Technology Minna, located in the capital city of Niger

state was one of the first four universities of Technology, established as a

specialised University of Technology to give effect to nation’s drive for the much

needed self reliance in science, Engineering and especially Technology. The

University received the mandate through Degree No: 11 of February 1, 1983 to

train, groom and develop young men and women in technologically and

scientifically sound mind. The University has two campuses located in Bosso and

Gidan Kwano both in Bosso Local Government Area of Niger State

Other responsibilities as specified in their Law include

Establish appropriate relationship with other national and international

institutions involved in training research and development of technology

Identify technological problems and needs of society and find solutions

Providing sound basic scientific training foundation for the development

of technology and applied sciences taking into account indigenous


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culture and need to enhance national unity

Provide high quality professional administrative support services to

customers

Ensures prudent management of university fund

Proactively addresses the students’ academic personal/social and

vocational needs

The Federal University of Technology Mnna provides services to its customers

through the following Departments, namely:

Academics Department

Registry Department

Students Affairs Department

Physical Planning and Works services

SIWES

ICT

The service windows of FUT Minna vary significantly. To get a good

representation, we considered that we should inspect service windows that:

Have high or low volume of customers

Provide full or limited range of essential services

Therefore, the following service windows (departments) were selected for

evaluation:

Academics Department

Registry Department

Students Affairs Department

The SERVICOM team for this evaluation consisted of two SERVICOM Officers,

one MSU Staff of the National University Commission and the. Nodal Officer of the

Federal Ministry of Education as observers


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Evidence was gathered at the service windows through customer interviews,

discussions with staff and partners, review of key documents and general

observations.

Given the peculiar nature of the services provided by the Federal University of

Technology Minna it was also important to evaluate further evidence by

administering questionnaires and conducting interviews with its partners including

Electronic Test Company, Minna, Niger state water board and Gidan Kwano

Community The website of SERVICOM office: www.servenigeria.com and FUT

Minna www.futmin.edu.ng were also used for the research.

The key documents reviewed include:

Service Charter of the University

Staff information hand book

Students information hand book

Minutes of Meetings with stake holders

Minutes of meeting with staff

Minutes of meetings students

Training Record

University library guide

Strategic plan of the University (2009- 2913)

Annual report of the University

University newsletter

Complaints Register

SERVICOM Unit Service Improvement Plan

Performance Assessment Form

http://www.servenigeria.com/

http://www.futmin.edu.ng/


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5.0 Findings

The findings presented in this section comprise of an Index score, observations on

the Service Charter and on the quality of service delivery found at FUT, Minna

5.1 Charter Evaluation

The Service Charter of the Federal University of Technology Minna is suitable

5.1.1 Findings on Service Charter

The following observations have been made on the Service Charter of the Federal

University of Technology Minna

. Service Provision and Delivery

o There are no specific standards set for the services provided

requirement for admission into the courses duration of the courses

o Other key services of the university are not captured in the service

charter e.g. The University Library, University Clinic and FUT Minna

Consultancy etc

Grievance Redress Mechanism

o Time frame for acknowledgement and redressing of complaints is not

stated in the service charter

2. Recommendations

Based on the findings, the following recommendations are provided to assist the

Nigerian Prison Service to come up with a more realistic and citizen - focused

Service Charter:

Service Provision and Delivery

o The Charter should clearly state standards of services provided and should

clearly describe the level of services customers should expect and time

o Other key services of the university should be stated in the service chatter

Grievance Redress Mechanism


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o Time frame for acknowledging and redressing of complaints

should be stated in the service charter

5.2 Index Score

The table below summarises the result of the evaluation of the service window.

Based on the evaluation, we have calculated a score for FUT Minna

The overall Index score awarded to FUT Minna is: 2.8 out of 4 (70%)

Description: Commendable

Score for the Federal

University of Technology

Minna

Overall Index score 2.8

Service Delivery 2.8

1 - Standards & practices /

performance 2.9

2 – Reception experience 2.9

3 – Complaints & grievance

redress 2.6

Timeliness 2.9

1 – Standards &

practice/performance 2.7

2 – Customer friendliness 3.2

Information 2.7


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1 – Information 2.8

2 - Customer feedback 2.6

Professionalism 2.6

1 – Transparency 2.4

2 – Efficiency 2.8

Staff Attitude 2.7

5.3 Key Findings

The following observations have been made on the quality of service delivery

provided by the Federal University Technology Minna, which we think need to be

addressed as a matter of urgency:

5.3.1 Service Delivery

All frontline staff are not trained on complaints handling; this affects the level

of their professionalism in the investigation and resolution of customer

complaints

There is no evidence that the university carries out regular analysis of

complaints received this results in repeated service failure and discourage

students from complaining when they experience service failure

The students informed the evaluation team that facilities to aid learning in

the university are inadequate such as computers in the library as well as

internet facilities this affects learning process

It was observed that one of the male hostels was in a state disrepair. It is

not kept clean, most of the windows are torn and broken, making it

uncomfortable and inhabitable for students

5.3.1 Timeliness


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students complained of continuous delay in processing of

transcript This creates anxiety and lack of confidence in FUT Minna service

delivery process

5.3.3 Information

Information on Performance against standards is not published to keep the

staff and students informed as a result of performance of the university is

not known

Information on library services of the university is not reviewed regularly e.g.

the library guide was last reviewed 1998 thus denying the students

knowledge of relevant information on library usage as well as affects the

standard of service delivered to students

No arrangement has been made for publishing of result of comments this

makes the customers feel their views are not considered in the delivery of

services

No adequate Awareness on students right to complain, as most students

are not informed of the roles of the SERVICOM marshals and brigades

5.3.4 Professionalism

The university has not set specific targets for staff to serve as guide to

ensure the overall achievement of the University

5.3.5 Staff Attitude

The customer care policy produced to guide treatment of students by all

staff is not detailed

6.0 Recommendations

The following recommendations are provided in order to suggest actions that can

be taken which could directly lead to improvements in service delivery. In this


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report, we are unable to comment on general constraints relating to physical

or human resources, or structural and systemic issues, which may impinge on

effective service delivery of services to the public

6.1 Key Recommendations

6.1.1 Service Delivery

All frontline staff should be trained on complaints handling to improve

investigation and quick resolution of complaints the university could partner

with the SERVICOM Institute to achieve this

Record of all complaints received over a period of time should be analysed

and published by the Management. This would encourage customers to

complain when they experience service failure and to avoid future

occurrence of such complaints

Internet facilities as well as sufficient computers should be provided to aid

students learning and to ensure quality service delivery to students

It is recommended that male hostels be given a facelift. The building and its

premises should be maintained to make the environment more hygienic and

prevent outbreak of disease

6.1.2 Timeliness

The University should work out modalities to best address the situation in

the processing of transcript to promote prompt and reliable service as well

as boost customers confidence in FUT Minna service delivery process

6.1.3 Information

The university should regularly publish the performance status of the

university to inform customers and the staff on progress being made

towards achieving its goals

The Organisation should review and raise standards regularly to adapt to

citizens’ needs. For example, the library guide should be reviewed and

updated to keep the students informed of changes and to ensure continuous


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improvement in delivering service.

Arrangement should be made for publishing of result of comments this

would demonstrate that the views of customers are considered and to

encouraged comments on the services provided by the university

the students should be enlightened on the roles of the SERVICOM

marshals and brigades to ensure effective registering and resolution of

complaints

6.1.4 Professionalism

Detailed and specific targets should be set for individuals (staff) in order to

monitor individual performance, to guide the overall achievement of the

university’s goals and for sustenance of quality service delivery

6.1.5 Staff Attitude

A separate document on customers care’ should be produced and made

available in pamphlet form to guide staff and to inform students of the way

and manner they ought to treated by staff

6.2 Service Improvement Planning

Although, the question of how these recommendations might best be implemented

is a Management issue for the Federal University of Technology Minna. The

SERVICOM Office through the SERVICOM Institute will work with the

Management of FUT Minna and the SERVICOM Unit to develop and guide the

implementation of appropriate Service Improvement Plans.

6.3 Conclusion

The SERVICOM Index awarded to the Federal University of Technology Minna is

2.8 out of 4 (70%) which represents four star (****) and indicates ‘Commendable

Service’. Although this is still far from praiseworthy, it is our belief that the Federal

University of Technology, Minna would aim at continuous improvement on the

quality of service delivered to the citizens.

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