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November 19 -23, 2012

Award of the SERVICOM Index

The People’s Right to Be Served Right

Report of

SERVICOM Compliance Evaluation of

University of Agriculture Makurdi, Benue

State

National Universities Commission

SERVICOM Index Compliance Evaluation Report

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EXECUTIVE

SUMMARY


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SUMMARY OF SERVICOM COMPLIANCE EVALUATION

OF UNIVERSITY OF AGRICULTURE MAKURDI (UAM)

Date of Evaluation: November 19 - 23, 2012

Score: 2.2 out of 4 (55%)

Ranking: Two Star (**)

Description: Fair

Findings

Strength:

Commendable strides have been made through the ICT Directorate to

digitalize critical services of the university, examples are the release of

results, online processing of transcripts and the digitalization of the

university library

The bursary makes refunds on double payments made by its customers

Students confirmed that the calibre of staff of the University are of world

class standard and they are challenged to work hard from the nature of

assignments and research they are given

The UAM Management is working on Business and Improvement Plans to

fully equip the University with facilities like those seen in the College of

Engineering that will reposition the University for effective Service Delivery.

The University actively seeks partnership to enhance the services given to

customers through meetings and consultations with partners e. g. banks,

the host community, IITA, institutions of higher learning local and

international etc

Customers perceive that the University services e.g. increase in structural

facilities (lecture rooms) has improved over time, as was gathered from


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some discussion with students

The institute for food security has developed major breakthroughs in the use

of cassava flour and its catering serves the University Community

An ICT exam laboratory has been built and fully equipped to mark objective

answer scripts in order to ensure timely production of results

Weakness:

From the discussion with students, it was gathered that examination results

are not released on time – some college charters state that it will be

released four weeks after the examinations but the standard is not met

While it is known that students and staff have identification cards, only a

handful of staff wear theirs and no student was seen wearing identification

It was observed that the University hostels are stretched beyond its

capacity, and majority of students have to rent accommodation outside the

Campus because the hostels are inadequate

Directional signs provided on doors and service points are not adequate for

customers to access service especially for first time visitors to the University

who are not familiar with the environment

Students and staff complained of the lack of water in the hostels and

academic areas respectively

Conveniences for staff and student use is lacking around the academic area

of the university and where they exist, requires maintenance

Customer satisfaction surveys are not planned and implemented to test and

determine the satisfaction level of all customer groups for improved service

delivery

Summary of complaints received and their resolutions are not analysed,

processed and published for service improvement purposes and for the

benefit of customers

Though the SERVICOM unit of the University has done a commendable job

of creating awareness of the Service Delivery Initiative of the Federal


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Government, it was observed that the perception by some students

indicates poor understanding of what SERVICOM stands for

The SERVICOM unit is manned by two staff (the Nodal Officer and Charter

Desk Officer) and lack office equipment that facilitate the smooth running of

the unit

Adequate provision is yet to be made for the physically challenged students

and visitors to access service i.e. ramps

Recommendations

A workable time standard should be set for release of examination results

and staff could work to achieve this standard to promote best practices and

prompt service delivery

All staff and student should wear identification tags with distinguishing

bands which will help identify and differentiate the students from staff while

curbing loitering of persons who have no business in the university

More hostel accommodation should be provided for students. This could be

achieved through consultation with private organisations on the best form of

partnership in order to address the accommodation challenges of the

university

Site maps and adequate directional signs such as labelling of doors and

service points should be provided for customers especially first time visitors

to access services without difficulty

More can be done to address the water challenge in the hostels and

academic area e.g. the provision of more water tankers to supply these

areas.

Conveniences in the academics should be properly maintained for staff and

customer use

Customer satisfaction surveys should be conducted regularly to determine

the quality of services delivered to customers and ensure service

improvement based on the results obtained

A summary of complaints about the services of the University and details of

action taken over a certain period should be published. This will assure the


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customers that their complaints are received and acted upon

The University authority should organise periodic sensitization talks for staff

and students on the concept of SERVICOM which focuses on service takers

as the main objective of service delivery to ensure proper implementation of

the Service Delivery Initiative

Management should consider deploying more staff to the SERVICOM Unit

to assist in the unit while office equipment should be provided for improved

service delivery

Ramps should be provided in the classrooms, library and hostels to cater for

the physically challenged. Hostel accommodations should also be on the

ground floor for the physically challenged

Conclusion

The SERVICOM Index awarded to the University of Agriculture Makurdi (UAM) is

2.2 out of 4 (55%) which represents two star (**) and indicates ‘Fair’ service

delivery. Although this is still far from praiseworthy, it is our belief that UAM 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

University Agriculture Makurdi (UAM). 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 University of Agriculture Makurdi (UAM) 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

UAM 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%

2.0 Acknowledgement


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

course of the evaluation exercise.

Professor Rukayyatu A. Rufai Honourable Minister of Education

Mr Ezenwo Nyesom Wike Hon. Minister of State for Education

Professor Julius Okojie Executive Secretary, National Universities

Commission

Professor E. I. Kucha Vice Chancellor UAM

Professor J. S. Rabo Deputy Vice Chancellor (Admin)

Professor E. S. Onah Deputy Vice Chancellor (Academics)

Barr. (Mrs) C. C. O. Ohemu Registrar UAM

Dr. D. G. Ugah University Librarian

Mr. W. S. Iannah Bursar

Mr. Victor Bem Deputy Registrar

Dr. Atser Dean, Student Affairs

Mrs. Lucy Iwodi Public Relations Officer

Mrs. M. E. Amoke Focal Officer UAM

Mr. Christopher Abah SERVICOM Unit UAM

All the Deans of the Colleges

All the Directors in the Directorates and Centres

Mr. Sunday Ogunkunle Federal Ministry of Education

Ms. Gloria Iziren National Universities Commission

3.0 Terms of Reference

The University of Agriculture Makurdi (UAM) 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


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citizens.

4.0 Methodology

The University of Agriculture Makurdi, located in Makurdi, the capital of Benue

State a state generally known as the Food Basket of Nigeria was established on

January 1, 1988.

The University was established against the background of an existing network of

faculties now called colleges of Agriculture in about 24 Federal Owned general

Universities and 14 State owned Universities; 18 autonomous agricultural research

institutions; extension services of the Agricultural Development Projects and a

multiplicity of tertiary institutions offering sub-degree programmes in agriculture.

UAM was established as a specialised University of Agriculture to provide practical

knowledge for the transformation of agriculture to achieve sustainable food and

fibre production.

The University mandate is to specifically impact agricultural education in a

scientific and practical manner with applied research and extension services to

help achieve national self sufficiency in food and fibre production while serving as

a catalyst for rural development

Other responsibilities as specified in their enabling Law include

Conduct research work emphasizing planning, adaptive, technical,

maintenance, development and productive skills in agriculture and allied

discipline at the Graduate and Postgraduate level.

Ensure quality health care services to all customers

Offer consultancy services in the area of hospitality and tourism to the

general public

Provide high quality professional administrative support services to

customers

Ensures prudent management of University fund

Proactively addresses the students academic personal/social,

vocational and a vocational needs


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The University of Agriculture Makurdi provides services to its customers

through the following Departments, namely:

Nine Colleges housing academic departments (Colleges of Agronomy;

Science; Agricultural Economic & Extension; Management Sciences;

Agricultural Engineering and Engineering Technology; Animal Science;

Forestry and Fisheries; Food Technology; Agricultural and Science

Education; Veterinary Medicine)

Directorates (Directorates of Academic Planning; Research

Development; Teaching and Research farms; Veterinary Teaching

Hospital; Seed Technology Centre; and Centre for Agro-Chemical

Technology (CAT); Institute for Food Security

Service Departments/ Directorates (Registry; Bursary; Internal Audit;

University Library; University Health Services(UHS); Security

Department; Student Affairs; Physical Planning; Works and

Maintenance; Alumni Relations, UAM CONSULT; ICT Centre;

Information, Publicity, Protocol and Public Relations(IPPPR); Sports;

Linkages, Staff School, UAM Demonstration Sec. School

Other academic and specialized outreach Centres (Postgraduate

School; SIWES.

The service windows of UAM 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

Registry

Students Affairs


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University Health Services (Clinic)

Hostels

Library

Works and Maintenance

Departments and Colleges

Bursary Department

ICT

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

staff of the Federal Ministry of Education, a staff from the National Universities

Commission and the SERVICOM Unit of UAM as observers

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 UAM it was also

important to evaluate further evidence by administering questionnaires and

conducting interviews with its partners including the host community, a contractor

on-site in the University, the website of SERVICOM office: www.servenigeria.com

and UAM website www.uam.edu.ng were also used for the research.

The key documents reviewed include:

Service Charter of UAM

Strategic plan of the University (2008- 2017)

Audit Report

Minutes of Meetings with stake holders

Training Record

Annual Report (2009 – 2011)

Complaints Register (SCRAR)

College Handbooks

http://www.servenigeria.com/


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Conditions and Scheme of Service of Senior Staff (effective

from May 2011)

Conditions and Scheme of Service of Junior Staff (effective from May 2011)

Postgraduate Prospectus

Documented Summary of 2011/2012 departmental appraisal for senior and

junior Bursary staff

University of Agriculture Makurdi Profile

Minutes of Management Committee meetings

Manual of Uniform Accounting System for Nigerian Federal Universities

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 the University of

Agriculture Makurdi (UAM).

5.1 Charter Evaluation

The Service Charter of the University of Agriculture Makurdi is suitable

5.1.1 Findings on Service Charter

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

The aspect, Service Provision has identified areas that are perceived as unrealistic

and should be reviewed to capture the true situation in the University.

Dispatch academic transcripts within three weeks of application.

Ensure uninterrupted programme of study.

Ensure prompt release, publication and dispatch of results to students and

guardians within one month after examination

5.1.2. Recommendations

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

University of Agriculture Makurdi to come up with a more realistic and citizen -

focused Service Charter:

The above mentioned findings should be revised to reflect the reality of what


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is obtainable in the University at present

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 UAM

The overall Index score awarded to the UAM is: 2.2 out of 4 (55%) Description:

Fair

Score for University of

Agriculture Makurdi

Overall Index score 2.2

Service Delivery 2.4

1 - Standards & practices /

performance 2.6

2 – Reception experience 2.3

3 – Complaints & grievance

redress 2.3

Timeliness 2.8

1 – Standards &

practice/performance 2.7

2 – Customer friendliness 2.8

Information 1.9

1 – Information 2.2

2 - Customer feedback 1.7

Professionalism 2.0


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1 – Transparency 1.4

2 – Efficiency 2.6

Staff Attitude 1.1

5.3 Key Findings

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

provided by University of Agriculture Makurdi, which we think need to be

addressed as a matter of urgency:

5.2.1 Service Delivery

Standards are not articulated in a way that is measurable and realistic.

Examples are standards set for the redress of complaints and publication

of examination results

Accurate monitoring cannot be achieved from the current systems in place

to monitor the institution’s performance against standards

The directions, signage and site map for the University is inadequate to

guide visitors and customers in navigation of the University premises which

is vast.

Consideration has not been given to meeting the access needs of those

with physical impairment when they come for service

In the administrative block and some colleges visited, it was observed that

conveniences were locked and unsanitary

Complaints procedure detailed in the charters of the various colleges and

directorates do not give time limits for response and resolution

5.2.2 Timeliness

There is currently no system in place to monitor waiting times i.e.

monitoring release of semester results and staff promotions


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Release of results in some colleges where quantitative

standards have been set were delayed i.e. some Departments in the

College of engineering where it was gathered that release of results takes

longer than the stated 4 weeks.

The maintenance of some facilities and infrastructure was observed not to

be timely. This was particularly evident in the hostels where at the time of

the evaluation had no water, light bulbs were not replaced, path ways were

poorly lit in poor sanitary living environments and there was an absence of

security personnel

5.3.3 Information

The organisation has not considered the information requirements of those

with physical disabilities and those who do not speak or read English as no

information in Braille was sighted

UAM has not in the past published results of comments negative or

otherwise gathered from stakeholders

The institution is yet to conduct customer satisfaction surveys for any of its

services

From the survey conducted on students, it was widely gathered that costs

i.e. tuition is set slightly above the reach of customers and potential

customers and they were not consulted on changes in the fees and levies

5.3.4 Professionalism

Some students lamented non receipted fees charged in the departments

and hostels i.e. DTLC fees for laboratories

A summary of complaints received over a certain period is not published

with action taken to remedy complaints

A considerable number of junior staff said that they have not had refresher /

update training after the initial induction received

A formal system for Incentives and rewards for good performance for staff

is currently not in place; there is no formal system to motivate staff enough


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to promote healthy competition and were it exists, is not properly

spread to cover all categories of staff

Staff and Students are not clearly identifiable and it is difficult to distinguish

those who have no legitimate business with the University from those who

do

Frontline staff i.e. staff between CONTISS 03 and CONTISS 05 have not

been trained to receive and handle complaints, in some cases have not had

any training since they were employed by the University several years ago

5.3.5 Staff Attitude

The organisation has not produced a customer care policy to guide staff in

treatment of customers

Though the physically challenged are entitled to accommodation, it was

gathered during the hostel interview that consideration has not been given

in allocating rooms on the ground floor to such students and these pose

certain challenges i.e. carrying water up the stairs

5.4 Additional Findings


In some of the Colleges, the details of complaints received overtime is

neither recorded nor analyzed

From the Standards of the University as contained in the charter to rapidly

attain national food self-reliance and food self-sufficiency the university will

need to reposition itself to attain these priorities


An organisation chart for the university is contained only in the University

charter but not displayed at any service outlets such as the administrative

block which is a key customer facing point


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The agency contracted to manage the cleaning of the

university particularly in the hostels are not properly monitored to ensure

they perform a thorough job


Students perceive that only a handful of staff are sensitive to their needs

and would go an extra mile in redressing their grievances

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

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


Standards should be redefined and measurable to clearly state what to

expect and how long it will take to realistically deliver services e.g. we will

acknowledge receipt of your complaint and seek resolution within 3 weeks.

Standards set regarding release of results should be systematically

monitored to ensure the institutions performance against such standards

Site maps and adequate directional signs such as labelling of doors and

service points should be provided for customers especially first time visitors

to access services without difficulty.

Ramps should be provided at all service points such as administrative block,

library, classrooms and hostel to provide for the access needs of those with

physical impairment.


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Conveniences in the academic area should be easily accessible

and properly maintained for staff and customer use

Complaints procedure detailed in the charters of the various colleges and

directorates should state time limits for response and resolution

6.1.2 Timeliness

A system should be put in place to monitor waiting times. This would

promote prompt and reliable service delivery to all categories of customers

e.g. in the transcript office, exams and records, loans advancement unit as

well as similar offices where there are time bound services

A workable time standard should be set for release of examination results

and staff should work to achieve this standard to promote prompt service

delivery

Basic facilities and infrastructure should be regularly maintained and

frequently monitored e.g. replacement of light bulbs, cleaning of hostels and

disposal of rubbish, provision of rechargeable lamps for the porters, enough

security patrol around the hostels etc. Solar street lights can also be

considered to supplement the use of the generator provided for the hostels

which can run from 7pm to 10pm then solar street lights can come on from

7pm and remain on till midnight.

6.1.3 Information

The University authorities should consider the information requirements of

certain categories of its customers i.e. an alternative for information

provision e.g. Braille, information in pidgin or the native dialect

Results of systematic and periodic consultation should be published to

enable the public know the strides being made by the University for

improved service delivery


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Customer satisfaction surveys should be conducted regularly to

determine the quality of services delivered to customers and ensure service

improvement based on the results obtained.

The University management may dialogue with students so they understand

the breakdown of cost and are not misled in believing that the management

increases fees arbitrarily


All payments made in the departments and hostels should be receipted to

ensure transparency and promote accountability of funds collected

Summary of complaints received and their resolutions over a period of time

should be analysed, processed and published for service improvement

purposes

Refresher and update courses may be organised periodically for junior staff

to enhance performance and productivity; ideally there should be a training

policy for junior staff which should be monitored for implementation

Incentives and rewards for good performance for all categories of staff

should be introduced and implemented in order to bring out the best

particularly among non teaching and junior staff

All staff and student should wear identification tags with distinguishing

bands which will help identify and differentiate the students from staff while

curbing loitering of persons who have no business in the university

Front-line staff i.e. staff between CONTISS 03 and CONTISS 05 should be

regularly and periodically trained and guided to receive and handle

complaints in order to deliver quality service


Customer Care Policy which state clearly how to treat customers of the

University should be produced and displayed at all service outlets as this

would ensure equal treatment of customers


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The physically challenged should be given due consideration when

hostel accommodation is allocated to them. They should be given rooms on

the ground floor to enable them have easy access to their rooms, taps etc

6.2 Additional Recommendations


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

and published in the university journals and magazines. This would

encourage customers to complain when they experience service failure and

will reduce re-occurrence of such complaints

Though in order to achieve standards commiserate funding is required,

visible efforts e.g. an annual or bi annual university fair that showcases

efforts should be considered in a bid to achieve set standards for the

University


Organisational charts should be displayed at all service points so that the

hierarchy of UAM is known at a glance and all customers would know where

to go for service as the need arises

The agency contracted to manage the cleaning of the university particularly

in the hostel should be properly monitored to ensure the job is effectively

done


While the management of the university is committed to service delivery, it

must be translated to benefit the end user of these services and synergy

must be created to enable them know what efforts are put in place and the

challenges faced by the management

6.3 Service Improvement Planning

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


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is a Management issue for University of Agriculture Makurdi, the SERVICOM

Office through the SERVICOM Institute will work with the Management of the

University and its SERVICOM Unit to develop and guide the implementation of

appropriate Service Improvement Plans.

7.0 Conclusion

The SERVICOM Index awarded to University of Agriculture Makurdi is 2.2 out of 4

(55%) which represents two star (**) and indicates ‘Fair’ Service. Although this is

far from praiseworthy, it is our belief that the University of Agriculture Makurdi

would aim at continuous improvement on the quality of service delivered to the

citizens.


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ACKNOWLEDGEMENT

I hereby acknowledge the receipt of a copy of

SERVICOM Compliance Evaluation Report of University

of Agriculture Makurdi, Benue State conducted on 19-23

November, 2012

Name.................................................................................

Signature...........................................................................

Date..................................................................................

Witnessed by SERVICOM Office

Name.................................................................................

.

Signature...........................................................................

..

Date...................................................................................

.

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