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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
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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)
Federal University of Technology Minna
7. Prof. Abdulahi Bala Deputy Vice Chancellor (Administration)
Federal University of Technology Minna
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
Federal University of Technology Minna
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
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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.