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Transcript of Ensuring Citizen-Focused Service...
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)
5
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.
9
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.
10
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”
11
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.
12
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.
13
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
14
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?].
15
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
16
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.
17
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
18
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.
24
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
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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.