SERVICOM Compliance Evaluation Report

Ensuring Citizen-Focused Service Delivery

National Open University of Nigeria

(NOUN)

Katsina Study Centre

February 6, 2017

2

Table of Contents

Acronyms 3

Acknowledgement 4

Executive Summary 5

1.0 Introduction 9

1.1 SERVICOM Evaluation Index 10

1.2 Background on National Open University of Nigeria 10

1.3 Mandate: 11

1.4 Vision: 11

1.5 Mission: 11

1.6 Objectives: 11

1.7 Structure of the Report 10

2.0 Methodology 13

2.1 Authorisations and Co-operation Sought 14

2.2 Discussions with Customers and Partners 14

2.3 Discussion with Management and Staff 15

2.4 Documents Review and Observation Checklist 15

2.5 Scoping and Mystery Shopping 16

3.0 Results and Findings 17

3.1 Results 17

3.2 Key Findings 18

4.0 Recommendations and Next Steps 23

4.1 Key Recommendations 23

4.2 Next Steps 21

3

Acronyms

MDAs Ministries Departments and Agencies

MSU Ministerial SERVICOM Unit

NO Nodal Officer

FO Focal Officer

KPI Key Performance Index

SERVICOM Service Compact with all Nigerians

NOUN National Open University of Nigeria

TMAs Tutor-Marked Assignments

POP Pen on Paper

ODL Open and Distance Learning

SIWES Students Industrial Work and Experience Scheme

TP Teaching Practice

4

Acknowledgement

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

course of the evaluation exercise:

S/No Name Designation

1.

2.

Mallam Adamu Adamu

Professor Anthony Gozie

Anwuka

Minister, Federal Ministry of Education

Minister of State, Federal Ministry of Education

3. Dr. Jamila Shu'ara Permanent Secretary, Federal Ministry of Education

4. Professor Adamu Abubakar

Rasheed

Executive Secretary, National Universities

Commission

5. Professor Abdalla Uba

Adamu

Vice Chancellor, National Open University of Nigeria

6. Dr. Kabir Musa Galadanchi NOUN Study Centre Director, Katsina State

7. Mrs. Akaas Phoeba Caroline Chief Student Counsellor, NOUN Study Centre

Katsina State

8. Mallam Salisu Shamwil Bala NOUN Katsina Study Centre Librarian and Focal

Officer, SERVICOM

9. Mallam Aminu Garba Musa NOUN Katsina Study Centre Admin Officer

10. Mr. Amir Ekajeh NOUN Katsina Study Centre System Analyst

11. Mallam Muhammad Sani

Isah

NOUN Katsina Study Centre Higher Store Officer

12. Mrs. Hadiza Idris NOUN Katsina Study Centre Accountant

13. Mr. Sam Etu Federal Ministry of Education (Observer)

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Executive Summary

Date of Evaluation: 6th - 10th February, 2017

Score: 1.9 out of 4 (47.5%)

Ranking: Star (**)

Description: Fair

Strengths:

It was observed by evaluators and confirmed by respondents that staff

demonstrated zeal to work and are cordial towards customers

(students); this gesture promotes healthy relationship between staff

and students

NOUN Katsina actively seeks partnerships to enhance the service

given to customers. This was evident from the feedback received from

Partners such as the Federal Medical Centre Katsina, Government

Pilot Secondary School Katsina, ITF Office

There is evidence of feedback from customers that information is

received, viewed, seen by a satisfactory proportion of service users

especially with the use of text messages and notice board as a means

of communication

As at the time of the evaluation, staff were seen wearing their

identification cards and were punctual at work, thus displaying

transparency, availability and could easily be identified by customers

Examination halls are adequate and well furnished with CC TV

cameras, exams can also be written online outside the Study Centre

with maximum of four(4) steps involved; This affords flexibility, quality

assurance and good customer experience

Evidence exists to show that reports on complaints are used to review

service standards through medium such as online conferences and text

messages

6

Weaknesses:

Though there were computer systems at the Study Centre library, it

was observed at the time of the evaluation that there was no internet

access for information and research for the customers which can

hinder quality of research and instruction

Some partners of NOUN Katsina Study Centre confirmed that the

University was not up to date with payment for equipment and reagents

for practicals during internship for its students. e.g. students of BSC

Nursing; This causes delay and inconvenience for students during

practicals

Based on the documents reviewed and interviews with a good number

of staff, the evaluators noted that staff need more training to update

and upgrade their skills

The Katsina Study Centre at the time of evaluation did not have

constant power supply for some months and had to rely solely on the

small generating set as the bigger generator is used during

examinations. Staff had to buy fuel from personal funds to attend to

customer needs even though they are usually refunded when funds are

available

As at the time of the evaluation, the procedure for accessing services

of NOUN by the students was cumbersome. For example registration

process involved several desks in different departments, on different

floors and building locations (Bank payments & registration process)

At the study Centre, staff lacked adequate working tools such as,

cleaning agents and equipment, water storage facilities etc. some

offices had dilapidated roofs and broken down furniture for the visitors,

resulting to poor working condition for staff and poor service

experience by customers

When posting staff to the Katsina study centre from NOUN

Headquarters, consideration is not given to existing gaps and

vacancies at the Centre. This has resulted in inadequate number of

staff especially in the counseling Unit

7

NOUN Student Project Supervisors at Katsina Study Centre

complained of non-payment of allowances (some since 2009) despite

having letters of engagement and records of contact sessions

Staff confirmed that they do not feel supported by Management to

achieve their performance targets as there exists a huge

communication gap between the Headquarters and Study Centers

Recommendations:

It is essential to install a larger internet service at the Study Centre to

enable both staff and students have access to information, course

materials, quality research and other services of NOUN provided

through its Portal.

Modern tools and equipment for training and research in the hospital

laboratories should be installed to boost quality of research and

instruction

To enhance professionalism, staff should be sent on periodic training

relevant to their job schedule. This should be fair and equitable. The

SERVICOM focal officer and the student counselor at the Katsina

Study Centre require trainings and refresher programmes to empower

them to efficiently drive the service delivery initiative in the University

The University authority should liaise with the Electricity Distribution

Company to ensure a lasting solution to the power supply challenges

experienced at Katsina Study Centre. In the interim, adequate logistics

should be provided to ensure constant power supply for availability of

service

NOUN should make provision for seamless online registration from

start to finish to ease the process. Although in the interim, the Katsina

Study Centre should provide a ‘one - stop – shop’ that is an office

space where by students can access services more conveniently. For

example all departments or units including the bank involved in

registration process should have a desk in one location or room for the

benefit of the students and effective service delivery

8

It is paramount that NOUN provides sufficient working tools and

facilities. e.g. large internet facility/connectivity for ICT unit, for staff and

students, store software to aid record keeping, gardening and cleaning

tools for gardeners and cleaners, functioning borehole etc. Dilapidated

office roofs should also be renovated and good furniture provided to

increase staff productivity and effective service to customers

Consideration should be given to existing vacancies when posting staff

to the Katsina study centre from NOUN Headquarters, as this will

enhance professionalism and quality of staff at the centre (NOUN could

engage the services of its Student Project Supervisors to assist in

supervision during examinations for quality assurance)

NOUN should pay Student Project Supervisors their outstanding

allowances and entitlements for services they have delivered to the

University to boost their morale and encourage better performance

There should be a link person designated from the SERVICOM Unit at

NOUN Headquarters to address follow ups on complaints and other

service delivery matters emanating from study centers around the

country

Conclusion

The SERVICOM index awarded to National Open University of Nigeria is 1.9 out of

4.0 (47.5%) which represents Two Star (**) and indicates ‘Fair’ service delivery.

Although this is still far from praiseworthy, it is our belief that University Management

would aim at 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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1.0 Introduction

The ultimate purpose of any legitimate Government is to serve citizens. Citizens are

served through the provision of services, which are intended to make positive

changes in the life and situation of the citizens. Such services are provided through

MDAs, which are allocated the human, financial, material and other resources for the

purpose. For the purpose of ensuring that accountability and citizens’ right to quality

and effective service is not only respected but also enhanced, Government has

renewed its commitment to evaluating MDA performance against their Service

Charter.

In this regard, Government has strengthened the main service evaluation agency;

the SERVICOM Office to support MDAs in developing and implementing Service

Charters. Government has also empowered SERVICOM to evaluate the

performance of MDAs and report to it as stated in the mandate of SERVICOM issued

to it by Federal Executive Council in a circular Ref. No. CM.260/S.2/T.2/23 of 29th

November, 2012.

1. To coordinate efforts by MDAs to formulate and implement Service Charters;

2. Regularly monitor and report to His Excellency, the President on the progress

made by each MDA in performing their obligations under their Charters;

3. To carry out independent surveys of the services provided to citizens by the

MDAs, their adequacy, their timeliness, customer satisfaction and widely

publicize the results to keep citizens fully informed;

4. To heighten public awareness of the damaging effects of service failure to the

Nigerian society and social structures;

5. To promote attitudes by which citizens would recognise the need to challenge

service failure as their civil rights as well as responsibility.

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1.1 SERVICOM Evaluation Index

There is a subsisting Presidential Directive in circular, Ref. No. SGF.19/S.48/C.2/296

of 27th June 2005 that all MDAs be evaluated for compliance with the SERVICOM

Index. The Index measures the performance of an MDA or service window against

six dimensions, which are weighted according to their importance on the

implementation of Service Charter. These dimensions are:

Policy Commitment – 10%

Service Delivery – 25%

Customer – 20%

Organizational Effectiveness – 20%

Accountability – 15%

Innovation – 10%

1.2 Background on National Open University of Nigeria

The National Open University of Nigeria (NOUN) was initially established on 22 July

1983 as springboard for Open and Distance Learning (ODL) in Nigeria. It was

suspended by the Government on 25 April 1984. However, it was resuscitated and

launched on 1 October 2002 by the former President of Nigeria, Gen. Olusegun

Obasanjo. At take-off of the university, pioneer student enrollment stood at 32,400.

The National Open University of Nigeria operates from its Administrative

Headquarters in University Village, Plot 91, Cadastral Zone, Nnamdi Azikwe Express

Way Jabi-Abuja, with 63 Study Centres throughout the country with the Katsina

Study Centre inclusive. It offers over 50 programmes and 750 courses. The Katsina

Study Centre had a total of about 2,449 registered students at the time of the

evaluation.

The University has unique features different from the conventional universities where

it implores Open Distance Learning (ODL) and Online learning method with the

philosophy of provision of quality and flexible education to all irrespective of their

social status. This is captured in NOUN motto: “Work and Learn”

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National Open University of Nigeria through its distance learning mode offers

qualifications from Certificate to Diploma to Degrees and stand –alone self-

development courses through flexible delivery, allowing learners the convenience to

choose the time, place and what to study

1.3 Mandate:

The University in line with other Nigerian Universities is established to perform the

following:

Research and Development

Teaching and Learning

1.4 Vision:

To be regarded as the foremost University providing highly accessible and enhanced

quality education anchored by social justice, equity, equality and national cohesion

through a comprehensive reach that transcends all barriers

1.5 Mission:

To provide functional cost-effective, flexible learning which adds life-long value to

quality education for all who seek knowledge

1.6 Objectives:

The overall objective of SERVICOM Compliance Evaluation is to ensure citizen-

focused service delivery in MDAs. The specific objectives include identifying gaps in

service delivery and making recommendations to MDAs to improve customer

satisfaction and accountability

1.7 Structure of the Report

This report is structured into six (6) sections namely:

i. Introduction: This section highlights the purpose and mandate of

SERVICOM, the SERVICOM Index, the background and mandate of National

Open University of Nigeria, list of the evaluated service windows and the

objectives of the evaluation.

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ii. Methodology: This section discusses the rationale for the selection of

National Open University of Nigeria for evaluation and details of the

processes followed in the evaluation.

iii. Results and Findings: Provides details of the scores generated through data

analysis and the findings are presented based on the six (6) dimensions.

iv. Recommendations and Next Steps: Presents recommendations based on

the findings identified in section three (iii). The section further proposes short

and medium term actions to be taken to remedy the identified weaknesses.

v. Opportunities, Lessons and Challenges: This section highlights the

opportunities for change and reform in University to improve service delivery,

the lessons learnt and challenges faced during the evaluation exercise.

vi. Annexes: This section presents additional documents and data used during

the evaluation exercise.

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2.0 Methodology

The National Open University of Nigeria was selected for compliance with the

SERVICOM Index from 6th – 10th February, 2017. The University was selected as a

result of:

The Presidential Directive that all Government Ministries, Departments and

Agencies (MDAs) be evaluated for SERVICOM Compliance and

accountability

To ascertain the actual state of services provided to the citizens

The service is a necessity and thus has a high level of customer interface

Evidence was gathered at the service windows evaluated through customer

interviews, discussions with management, discussions with staff, discussions with

partners (some of which are – Federal Medical Centre, Katsina, Nigeria Postal

Service (NIPOST), Industrial Training Fund (ITF), Government Pilot Senior

Secondary School, Katsina, College of Education, Dutsima, review of key documents

and general observations.

Services are provided to citizens by National Open University of Nigeria through

several Service Windows, namely;

1. Vice Chancellor’s Office

2. Students Industrial Work and Experience Scheme (SIWES)

3. Regional Training & Research Institute for Open and Distance Learning

(RETRIDAL)

4. Bursary

5. Directorate of Information and Communication Technology

6. Directorate of Instructional Resources Development

7. Directorate of Physical Development, Works and Services

8. Directorate of Learners Support Services

9. Directorate of Academic Planning

10. Directorate of Examinations and Assessment

11. Registry

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12. African Council for Distance Education

13. Quality Assurance Unit

14. Centre for Educational Technology and Entrepreneurial Development

(CETED)

15. Library services

The following service windows were selected for evaluation:

1. Administration

2. Finance and Accounts

3. Media and Information

4. IT Support Service

5. Examinations and Assessment

6. Registrar’s Office

7. Library

8. Counselling

2.1 Authorisations and Co-operation Sought

To carry out this evaluation, SERVICOM Office wrote to the Minister of Education,

Federal Ministry of Education, Executive Secretary, National Universities

Commission, the Vice-Chancellor National Open University of Nigeria, informing

them of the SERVICOM Mandate, dates, number of days and the purpose of the

compliance evaluation.

2.2 Discussions with Customers and Partners

Several customers and partners of the MDA were selected and interviewed. The

customers were asked questions on their perception of quality, value of service and

whether services meet their expectations. For example, the customers were asked

[Did the National Open University of Nigeria provide you with information on how to

make complaints when necessary?]. Partners of the MDA were also interviewed.

Among the questions the partners were asked are: [Has the National Open

University of Nigeria made arrangement for consultation with your Organization?].

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2.3 Discussion with Management and Staff

Separate interviews were held with the Management and Staff of National Open

University of Nigeria. The interview for the management staff centres on Policy

Commitment, Service and Organizational Effectiveness. Discussion with staff also

focuses on service delivery. In addition, staff were asked questions on innovation

and treatment of customers. Specific questions for management include; “Does

NOUN regularly conduct internal performance evaluation and are these reviewed at

appropriate meetings by management?” Staff, on the other hand, were asked;

“What evidence exists to show that it is a practice in NOUN to provide explanation to

customers for delays that are not a regular occurrence?”

2.4 Documents Review and Observation Checklist

Several documents were reviewed as evidence to support discussions with

management and staff. A list of required documents was sent to NOUN before the

evaluation. Some of the documents requested include:

a. The Service Charter of National Open University of Nigeria,

b. Evidence of consultation with stakeholders,

c. Performance Contract Documents;

d. NOUN Strategic Plan,

e. Training list,

f. Annual Report

g. Customer Care Policy,

h. Financial & Audit Report

i. Customer increase/decrease and Satisfaction Surveys,

j. Record of Staff Training, etc.

Some of the documents reviewed are as follows:

i. NOUN Service Charter

ii. National Open University of Nigeria Academic Brief (Sept 2014)

iii. NOUN Student’s Handbook (2008/2009)

iv. NOUN Profile (2014)

v. NOUN Guidelines for the Preparation of Projects, Reports, Theses and

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Dissertations

vi. Regulations Governing the Conditions of Service of Senior Staff of NOUN

(April, 2009)

A checklist of items and issues to be observed during the evaluation was also

prepared. Among the issues observed were:

a. Clear directional signs and signage,

b. Reception area,

c. Access needs for the physically challenged,

d. Available convenience and its accessibility by customers

e. Facilities for comments and suggestions,

f. Use of name tags by staff,

g. Displayed time to access service,

h. Quality of information available for stakeholders including those with special

needs and vulnerable groups, etc.

2.5 Scoping and Mystery Shopping

A letter was sent to Management of the National Open University of Nigeria

intimating it about the intended evaluation. As part of the scoping process series of

meetings were held with the Nodal Officer of National Open University of Nigeria

ahead of the evaluation where details of the exercise were discussed.

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3.0 Results and Findings

3.1 Results

The table below summarises the results of evaluation for the National Open

University of Nigeria which was calculated as an average score of the six (6)

dimensions, based on a scale of 0 – 4 weightings for each indicator. The overall

score for the National Open University of Nigeria is: 1.9 out of 4 which is 47.5% as

detailed in Table below:

Composite score for National

Open University of Nigeria,

Katsina Study Centre

Overall Index score 1.9

Policy Commitment 1.8

Mandate & other Policy Documents 2.3

Budgetary Allocation and Release 1.3

The Service 2.1

Service Offer 2.5

Service Standard 2.1

Service Experience 1.4

Staff Attitude 2.5

Reward and Measurement Systems 1.5

Staff Orientation 2.0

Staff Relationships 3.0

The Customer 1.6

Perceived Quality 1.8

Perceived Value 2.0

Expectation 1.0

Organizational Effectiveness 1.9

Structure and Positions 1.5

Processes 1.5

Management Style 1.5

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Partnership and Collaboration 3.0

Accountability 2.0

Staff Awareness of Action 2.0

Reporting 1.7

Innovation 2.0

Readiness for Change 2.0

Employee Capabilities Upgrade 1.5

Lesson learning 2.0

3.2 Findings

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

on the quality of service delivery found at the service window.

3.2.1 Key Findings

Policy Commitment

Customer care policy is not produced and displayed to guide the staff-

customer relationship in service delivery process

The Service

ALL routine decisions about service delivery are centralized at NOUN

Headquarters in Abuja and this delays service delivery to customers at

Katsina Study Centre

There was no system in place to monitor waiting times thus no means

of checking timely service delivery to customers

Quite a number of students and the staff are not aware of the

University Service Charter. This makes it difficult to know their rights to

complaint whenever they experience service failure

19

Complaints mechanisms - twitter handle, face book page are not

effectively utilized with a view to resolving complaints promptly in

addition to existing methods of online conferencing and text messages

There is no evidence of performance measurement e.g. feedback from

the customers to review and remedy poor performance to raise service

standards

Though there were computer systems at the Study Centre library, it

was observed at the time of the evaluation that there was no internet

access for information and research for the customers which can

hinder timely, qualitative research and instruction

The Customer

It was observed at the time of the evaluation that the NOUN Portal at

the Katsina Study Centre was not functional, hence customers could

not access various services of the University offered through the Portal

(e.g. could not write TMAs, obtain remittal for payments, access e-

purse balance, unavailable website etc.)

The following complaints frequently occurred from interviews with

students: complains of delays in some services such as late and non-

release of results which make students rewrite the course afresh or not

graduate as at when due, unavailability of some examination

questions, inability to register for some exams as names are not

displayed on website, late communication of rescheduled

examinations, etc.

A good number of students and facilitators interviewed opined that

there is inadequate facilitation for the students thus no avenue for

knowledge sharing clarifications on courses offered

Students interviewed complained that they could not obtain all the hard

copies of course materials of their registered courses as only some

were available

The evaluators did not sight filled copies of customer satisfaction

survey form nor the analysis of same that would have evidently shown

that the University tries to gauge the perception of the customers on

the quality of services it provides

20

There is no system in place for monitoring and recording changes in

customer expectations and perception of the services of the University.

Organizational Effectiveness

The Katsina Study Centre at the time of evaluation did not have

constant power supply for some months and had to rely solely on the

small generating set as the bigger generator is used during

examinations to power up the computer systems for students. Staff had

to buy fuel from personal funds to attend to customer needs. Though

they are usually refunded when funds are available

It was observed that offices and desks did not clearly indicate functions

and names of staff which causes inconvenience for students when

accessing service

Though the counselor is in charge of students affairs, details of

persons in charge of customer service and complaints were not

displayed at service, which makes it difficult for students to lay

complaints

Procedure of accessing services of NOUN by the students is

cumbersome. For example registration process involves about several

desks of different departments, on different floors and building

locations (Bank payments & registration process)

Time spent by each department or unit to process file is not set and

adhered to by all departments and units. This will affect timely service

delivery

Though movement registers seemed to be in existence, the evaluators

did not sight any in use at NOUN, Katsina Study Centre. which can

cause delay in tracing files and documents

Some partners of NOUN Katsina Study Centre confirmed that the

University was not up to date with payment for equipment and reagents

for practicals during internship for its students. e.g students of BSC

Nursing; This causes delay and inconvenience for students during

practicals

21

Appointment procedures were not clearly detailed at all service outlets

to guide customers on where or how to obtain service

The staff confirmed that performance targets are not set jointly with

their supervisors or head of departments. This makes it difficult to

monitor and measure performance in order to reward/ sanction staff

concerned

There was no evidence that feedback from the Monitoring and

Evaluation reports is used to improve performance of the University

Staff confirmed that they do not feel supported by Management to

achieve their performance targets as there exists a huge

communication gap between the Headquarters and Study Centres

When posting staff to the Katsina study centre from NOUN

Headquarters, consideration is not given to existing gaps and

vacancies at the Centre. This has resulted in inadequate number of

staff strength especially in the counseling Unit

At the study centre, staff lacked adequate working tools such as,

cleaning agents and equipment, water storage facilities etc some

offices had dilapidated roofs and broken down furniture for the visitors,

resulting to poor working condition for staff and poor service

experience by customers

Accountability

NOUN Student Project Supervisors at Katsina Study Centre

complained of non-payment of allowances (some since 2009) despite

having letters of engagement and records of contact sessions

No evidence was seen to aid the physically challenged

customers/stakeholders such as access, ramps, conveniences, etc.

Innovation

Based on the documents reviewed and interviews with a good number

of staff, the evaluators noted that staff require regular training to update

and upgrade their skills

22

There was no evidence to show that a form of peer review is used to

share lessons and challenges, compare performance, set new and

challenging benchmarks

Majority of the students interviewed were not aware of improvements in

equipment and processes of NOUN

23

4.0 Recommendations and Next Steps

4.1 Key Recommendations

Policy Commitment

Customer care policy should be produced and displayed at strategic

service points. This will enhance the staff-customer relationship and

guide the university in providing effective and efficient services to the

customers

The Service

NOUN Headquarters in Abuja, should allow the various Study Centre

take routine decisions on service delivery for prompt and effective

service to customers

The Katsina Study Centre should put a system in place to monitor

waiting times of service delivery to customers and ensure that

monitoring actually takes place and the results are recorded by a

designated officer for service improvement

The Service Charter (including abridged form) should be produced,

widely circulated and visibly displayed (including the Website) at

strategic service points at NOUN Katsina Study Centre for the benefit

of both staff and customers

The twitter handle, facebook page, phone SMS are social media tools

that can better be effectively deployed towards resolving complaints

promptly and inform future service improvements

Analysis of information from records keeping and customer

feedback(e.g. customer survey and complaints) can be used to

improve processes, review interface and service standards in the

University

It is essential to increase the band width of the internet service at the

Study Centre to enable staff and students have access to information,

course materials, quality research and other services of NOUN

provided through its Portal.

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The Customer

There is a dire need for NOUN to restore the operation of its Portal and

ensure its continual operation to guarantee ease of access to service

since it is a major service point to its customers

NOUN should ensure timely service delivery to its various customer

groups to add to satisfaction level. For instance, students’ examination

answer booklets should be returned to the Study Centre after they are

centrally marked; this will help in tracing the frequently occurring

complaint missing results.

NOUN policy that stipulates that for facilitation to hold, a course must

have a minimum registered number of fifty (50) students needs to be

reviewed in other to ensure quality assurance and properly groomed

graduates

Though soft copies of all course materials are made available online,

prompt availability of all hard copies of course materials to students

will further ease access to service and information requirement thus

add to customers’ delight

Customer satisfaction survey should be periodically and visibly carried

out to gauge the perception of the customers on the quality of services

provided by university. This will aid future improvements in service

delivery

A system for monitoring and recording changes in customer

expectation and perception should be put in place to promote efficient

customer relations.

Organizational Effectiveness

The University authority should liaise with the Electricity Distribution

Company to ensure a lasting solution to the power supply challenges

experienced at Katsina Study Centre. In the interim, prompt and

adequate logistics should be provided to ensure constant power supply

for availability of service

Offices and desks at NOUN Katsina Study Centre should clearly

indicate function and names of staff for ease of access to service by

customers

25

Contact details (Name, phone number, e-mail etc.) of persons in

charge of customer service and complaints should be displayed at all

service points for students to easily make enquiries and complain in

case of service failure

NOUN should make provision for online registration from start to finish

to ease the process. Although in the interim, the Katsina Study Centre

should provide a ‘one - stop – shop’ that is, an office space where by

students can access services more conveniently. For example all

departments or units including the bank involved in registration process

should have a desk in one location or room for the benefit of the

students and effective service delivery

Each department and unit should set time of processing file(s) for

record keeping, performance monitoring and ensuring timely service

delivery to customers

There should be a file tracking system in place so that the University

can trace files, documents quickly without delays and thus enhance

efficiency in service delivery

Modern tools and equipment for training and research in the Hospital

laboratories should be installed to boost quality of research and

instruction

Appointment procedures should be clearly displayed at all service

outlets to guide customers on where or how to obtain service

Performance targets should be set jointly and periodically reviewed to

enhance efficiency, accountability and productivity. This will enable

transparency in the reward for hard working staff / sanctions for non-

performing staff

Reports on Monitoring and Evaluation by Katsina Study Centre should

be presented to NOUN Management to guide policy decision making to

improve performance of the University

The main physical customer interface of the University is at the study

Centre. Thus, NOUN management should encourage staff by vesting

in them powers to make routine decisions and standardize channel of

26

communication with the Headquarters for accountability. This will

enable staff deliver prompt, effective and efficient service to customers

Consideration should be given to job specific vacancies when posting

staff to the Katsina study centre from NOUN Headquarters, as this will

enhance professionalism and quality of staff at the centre (NOUN could

engage the services of its Students Project Supervisors to assist in

supervision during examinations for quality assurance)

It is paramount that NOUN provides sufficient working tools and

facilities. e.g. wider band width for the internet service/connectivity for

ICT unit, staff and students, store software to aid record keeping,

gardening and cleaning tools for gardeners and cleaners, functioning

borehole etc. Dilapidated office roofs should also be renovated and

good furniture provided to increase staff productivity and effective

service to customers

Accountability

NOUN should pay Student Project Supervisors their outstanding

allowances and entitlements for services they have delivered to the

University to boost their morale and encourage better performance

There should provision of ramps and wheel chairs to cater for the

physically challenged customers/stakeholders when they come for

service

Innovation

To enhance professionalism, staff should be sent on periodic training

relevant to their job schedule. This should be fair and equitable. The

SERVICOM focal officer and the student counselor at the Katsina

Study Centre require periodic trainings and refresher programmes to

empower them to efficiently drive the service delivery initiative in the

University

Regular (quarterly, bi annual, annual etc.) and documented peer

review should be conducted by the Katsina Study Centre with other

Educational Institutions, Partners and similar Agencies to share

27

lessons and challenges, compare performance and set new

challenging benchmarks

The Katsina Study Centre should sensitize (During orientation or

examination, on website, notice board, etc.) Customers of all

improvements in equipment and processes of the University for them to

take advantage of the improvements for better customer service

experience

Next steps

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

a Management issue for National Open University of Nigeria, 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.