SERVICOM Compliance Evaluation...
Transcript of SERVICOM Compliance Evaluation...
SERVICOM Compliance Evaluation Report
The People’s Right to Be Served Right
University of Maiduguri, Borno State, Nigeria
November 30 – December 04, 2015 Version: Compiled by: Abbas Hamid, Falmata Gaji Approved by: SSAP/National Coordinator, SERVICOM
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Table of Contents
Acronyms 3
Acknowledgement 4
Executive Summary 5
1.0 Introduction 7
4.1 SERVICOM Evaluation Index 8
4.1 Background on University of Maiduguri 8
4.1 Mandate: 9
4.1 Vision: 9
4.1 Mission: 9
4.1 Objectives: 10
4.1 Structure of the Report 10
2.0 Methodology 12
4.1 Authorisations and Co-operation Sought 15
4.1 Discussions with Customers and Partners 15
4.1 Discussion with Management and Staff 16
4.1 Documents Review and Observation Checklist 16
4.1 Scoping and Mystery Shopping 16
3.0 Results and Findings 19
4.1 Results 19
3..1 Key Findings 20
4.0 Recommendations and Next Steps 23
4.1 Key Recommendations 23
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Acronyms
MDAs Ministries Departments and Agencies
MSU Ministerial SERVICOM Unit
NO Nodal Officer
FO Focal Officer
KPI Key Performance Index
BPSR Bureau of Public Service Reform
SERVICOM Service Compact with all Nigeria
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Acknowledgement
We acknowledge the co-operation of the following for their contributions in the
course of the evaluation exercise:
S/No Name Designation
1. Alhaji Adamu Adamu Minister, Federal Ministry of Education
2. Dr. Mac-John Permanent Secretary, Federal Ministry of Education
3. Professor Julius Okojie Executive Secretary, National Universities
Commission
4. Professor Ibrahim Abubakar
Njodi
Vice Chancellor, University of Maiduguri
5. Professor Haruna Abdullahi
Godowoli
Deputy Vice Chancellor (Central Administration),
University of Maiduguri
6. Professor Aliyu shugaba Deputy Vice Chancellor (Academic Services),
University of Maiduguri
7. Mallam Tijani Bukar Registrar, University of Maiduguri
8. Mr. Bitrus H. Usmana Bursar, University of Maiduguri
9. Professor Emmanuel
Camble
University Librarian
10. Dr. M. A.Umar Dean, Student Affairs University of Maiduguri
11. Professor Bamidele Rotimi
Badejo
Chairman SERVICOM Committee
12. Mrs. Khadija K. Muhammad
Mallam Adamu M. Kambra
Federal Ministry of Education (Observer)
Desk Officer SERVICOM Unit
14. Mal. Mustapha Z. Laminu Desk Officer SERVICOM Unit
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Executive Summary
Date of Evaluation: 30th November – 4th December, 2015
Score: 1.9 out of 4 (47.5%)
Ranking: Star (**)
Description: Fair
Findings:
Strengths:
Ethics committee of the university has been able to reduce incidence of
rape, cultism and exams malpractice by monitoring dress code in the
University and sensitization on the dangers of cultism and cheating in
exams etc.
The security situation in the school has improved in past four year with
the introduction of patrol team made up of Military, police and the
University’s security joint tasked force
Provision of nets on doors and windows, cleaning materials (dustbin,
rakes and brooms) and standby borehole on each students hostels as
provision for healthy environment and water needs
Provision of 24hrs service by hostel administrators and selection of hall
presidents among the students for easy contact by students in the case
of students needs
Special consideration given to disabled students in provision of hostel
accommodation and space and entry into the lecture halls
The University has an FM Radio Station run by the students to provide
entertainment and quick and reliable information within a short time
Recreational facilities e.g. common rooms in every hostel block with TV
and Video, rest areas with seats at all academic area are provided for
students comfort
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Massive inter departmental movement of junior and intermediate
administrative staff of the University to tackle stagnation and to
reinvigorate the system for better performance
Provision of a new vehicle to the SERVICOM Unit by the University on
request by the team of evaluators at the SCE Exit meeting
Sensitivity to Married and nursing women by providing a special hostel
accommodation (the Shettima Ali Manguno Hall) to them.
Weaknesses:
The University authority does not consult students on major decisions affecting
them
some hostels do not have particular notice boards to read information
disseminated by the University
Conclusion
The SERVICOM index awarded to University of Maiduguri, is 1.9 out of 4.0 (50%)
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 on 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 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 to support MDAs in developing and implementing Service Charter.
Government has also empowered SERVICOM to evaluate the performance of MDAs
and report to it. 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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3.1 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%
3.1 Background on University of Maiduguri
The University of Maiduguri is one of the seven institutions of higher learning
established by the Federal Government in 1975. It is an autonomous University that
awards its own degrees.
The University is situated on the Southern outskirts on Maiduguri town, about twelve
kilometres from the city centre. At its founding, the University had no infrastructure of
its own until the takeover of the North East College of Arts and Science (NECAS) in
April 1976. This provided the University with a nucleus of facilities such as
Laboratories, Lecture theatre/halls, a library, Students and Staff residential quarters
and other facilities.
The University’s firs academic year commenced on the 28th October, 1976 with
degree programmes offered in three Faculties; Arts and Education, Social and
Management Sciences and Law, Sciences with an initial enrolment of 743 Students.
By the 2001/2002 session, the total Students enrolment has risen from 743 in
1976/77 session to 23,076, showing an increase of 3100% for the period of
25years.within this particular period, academic programmes are being offered in a
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College and nine Faculties: the College of Medical Sciences, Agriculture, Arts,
Education, Engineering, Law, Management Sciences, Sciences, Social Sciences
and Veterinary Medicine. Post graduate programmes are also offered in all the
aforementioned Faculties and Colleges.
In addition to the infrastructure the University inherited from NECAS in 1976, it has
been provided with a new site of 100,000acres bordering on its present location. The
Master plan for the development of the new site had been completed and approved
by the National Universities Commission (NUC). This Master plan sets out the
overall long term physical Development of the University.
In the last two decades more projects regarding the development of the University
had been completed. So far about 20% of the Master plan had been achieved
3.1 Mandate:
The University in line with other Nigerian Universities is established to perform the
following:
Research and Development
Teaching and Learning
Community Development
Vision:
“The University, apart from achieving competence in basic arts and Sciences aims at
excellence in Agriculture, pastoralism, engineering, Human and Veterinary Medicine,
and information Technology as well as in Arid Zone, Trans Saharan and Inter African
Peace and Strategic Studies. The University also aims to promote the Development
of Private and Public Morality, discipline, accountability and probity, and also
international cooperation through participation, research and dissemination of
information.”
3.1 Mission:
The University of Maiduguri shall be an institution dedicated to scholarship and
learning in Arts, Sciences, Humanities and Technology and development of moral
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and civic character of all persons who pass through her portals. The University shall
facilitate and advance scholarship and learning, especially in the light of her location
in the Sahelian environment of North-Eastern Nigeria and at the cross roads of Africa
and Middle-Eastern Cultures“
3.1 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
3.1 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
University of Maiduguri, list of the evaluated service windows and the
objectives of the evaluation.
ii. Methodology: This section discusses the rationale for the selection of
University of Maiduguri 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.
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vi. Annexes: This section presents additional documents and data used during
the evaluation exercise.
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2.0 Methodology
The University of Maiduguri was selected for compliance with the SERVICOM Index
from 30th November – 4th December, 2015. 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 – Jafi Security Guards ltd., Marion Global Concept ltd.,
Musfat Cleaning Services as well as the Student Union Government, review of key
documents and general observations.
Services are provided to citizens by University of Maiduguri through several Service
Windows, namely:
1. College of Medical Sciences
i. Department of Anaesthesia
ii. Department of Bio-Chemistry
iii. Department of Chemical Pathology
iv. Department of Community Medicine
v. Department of Dentistry
vi. Department of Ear, Nose and Throat
vii. Department of Haematology
viii. Department of Human Anatomy
ix. Department of Human Physiology
x. Department of laboratory Science
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xi. Department of Medical Radiography
xii. Department of Medicine
xiii. Department of Microbiology
xiv. Department of obstetrics and Gynaecology
xv. Department of paediatrics
xvi. Department of Pathology
xvii. Department of Pharmacy
xviii. Department of physiotherapy
xix. Department of Psychiatry
xx. Department of Radiology
xxi. Department of Surgery
2. Faculty of Agriculture
i. Department of Agricultural Economics
ii. Department of Animal Science
iii. Department of Crop production
iv. Department of Crop Protection
v. Department of Food Science and Technology
vi. Department of Forestry and wild life
vii. Department of Fisheries
viii. Department of Soil Science
3. Faculty of Arts
i. Department of Arabic and Islamic Studies
ii. Department of Creative Arts
iii. Department of English
iv. Department of History
v. Department of languages and linguistics
vi. Department of Mass Communication
4. Faculty of Education
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i. Department of Continuing Education and Extension Services
ii. Department of Education
iii. Department of Library Science
iv. Department of Physical and Health Education
5. Faculty of Engineering
i. Department of Agricultural Engineering
ii. Department of Chemical Engineering
iii. Department of Civil and Water Resources Engineering
iv. Department of Computer Engineering
v. Department of Electrical and Electronics Engineering
vi. Department of Mechanical Engineering
6. Faculty of Law
i. Department of Private Law
ii. Department of Public Law
iii. Department of Sharia
7. Faculty of Management Science
i. Department of Accountancy
ii. Department of Business Management
iii. Department of Economics
iv. Department of public Administration
8. Faculty of Science
i. Department of Biological Sciences
ii. Department of Chemistry
iii. Department of Geology
iv. Department of Mathematics and Statistics
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v. Department of Physics
9. Faculty of Social Sciences
i. Department of Geography
ii. Department of Political Science
iii. Department of Sociology and anthropology
10. Faculty of Veterinary Medicine
i. Department of veterinary Anatomy
ii. Department of veterinary Medicine
iii. Department of veterinary Microbiology and Parasitology
iv. Department of veterinary Pathology
v. Department of veterinary Physiology and Pharmacology
vi. Department of veterinary Public health and preventive Medicine
vii. Department of veterinary Surgery and reproduction
11. School of Post Graduate Studies
12. Remedial Arts and Science Programmes
3.1 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 of University of Maiduguri, informing them of the
SERVICOM Mandate, dates, number of days and the purpose of the Compliance
evaluation.
3.1 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 University of Maiduguri provide you with information on how to make
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complaints when necessary?]. Partners of the MDA were also interviewed. Among
the questions the partners were asked are: [Has the University of Maiduguri made
arrangement for consultation with your Organization?].
3.1 Discussion with Management and Staff
Separate interviews were held with the Management and Staff of the University of
Maiduguri. 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 the the University of
Maiduguri 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 the University of Maiduguri to
provide explanation to customers for delays that are not a regular occurrence?”
3.1 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 the University of
Maiduguri two weeks before the evaluation. Some of the documents requested
include:
a. The Service Charter of the University of Maiduguri,
b. Evidence of consultation with stakeholders,
c. Performance Contract Documents;
d. The University of Maiduguri 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:
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i. The University of Maiduguri Service Charter
ii. The University of Maiduguri annual reports (2010-2011, 2011 – 2012, 2012-
2013)
iii. The University of Maiduguri Strategic Plan (2007-2013)
iv. The university of Maiduguri Administrative Manual
v. Student’s Handbook from various Departments
vi. Conditions of Service of Senior Staff
vii. University of Maiduguri Act
viii. Unimaid quarterly bulletin
ix. Financial Statement for 2013
x. Book of Resolutions
xi. Criteria for Appointment, Appraisal and Promotion of Academic Staff
xii. Annual Appraisal Form
xiii. Calendar of events for 2015/2016
xiv. Schedule of Registration fees and Charges for 2015/2016
A checklist of items and issues to be observed during the evaluation was also
prepared. Among the issues to be observed are:
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 names 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.
3.1 Scoping and Mystery Shopping
A letter was sent to Management of the University of Maiduguri intimating it about
the intended evaluation. As part of the scoping process series of meetings were held
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with the Nodal Officer of National Universities Commission ahead 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 University of Maiduguri
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 University of
Maiduguri is: 3.0 out of 4 which is 75.% as detailed in Table below:
Composite score for University
of Maiduguri
Overall Index score 1.9
Policy Commitment 2.0
Mandate & other Policy Documents 2.3
Budgetary Allocation and Release 1.7
The Service 2.1
Service Offer 2.5
Service Standard 2.3
Service Experience 2.3
Staff Attitude 2.2
Reward and Measurement Systems 1.5
Staff Orientation 1.5
Staff Relationships 2.5
The Customer 1.4
Perceived Quality 1.3
Perceived Value 2.0
Expectation 1.0
Organizational Effectiveness 1.8
Structure and Positions 1.3
Processes 0.8
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Management Style 2.5
Partnership and Collaboration 2.5
Accountability 2.0
Staff Awareness of Action 2.0
Reporting 1.6
Innovation 2.0
Readiness for Change 2.0
Employee Capabilities Upgrade 2.3
Lesson learning 2.0
3.0 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.
3.1.1 Key Findings
Policy Commitment
Budget (Capital and over-heads) are inadequate and not regularly released,
this affects the activities of the University e.g. completion of on-going projects
The Service
Systematic consultation with Stakeholder is not regularly conducted on
services and their standards provided by the University. This shows
stakeholders views are not considered in the design and delivery of services
by the University
There is no system in place to monitor waiting time so there is no record of
monitoring of how many times/places a customer visits for service provision
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Analysis on summary of complaints received over a period of time and actions
taken are not published and reported to Management. As such, the university
management is not aware of the frequency of similar complaints by the
students and other service takers so as to proffer solution
There is no reward, performance based incentive or award given to staff for
excellent performance nor ‘extra’ incentive for quality customer service, this
discourages Staff to put in their best in service delivery.
There is no evidence shown for guidance and counseling and career advisory
services for especially non-academic Staff. This hinders their development
and translates to poor service delivery
It was observed that the Students in the University do not wear their Identity
card conspicuously on the camp for easy identification
The university Service Charter made in tabular form though still under review
is not suitable as it was not in line with SERVICOM guidelines on Charter
formulation. Thus making it difficult for customers to read and be informed of
their expectations as to the quality of services to receive and what to do when
service fails
Quite a number of students and the staff are not aware of the university
Service Charter. This makes it difficult for them to know their rights to
complaint whenever they experience service failures
The Customer
The There is no display/publication of customer care policy in place to guide
Staff on customer treatment
University does not have a system in place to record changes in the
customers expectation and perception of services provided
Customer satisfaction survey are not periodically carried out to gauge the
perception of the customers on the quality of services provided by university
Organizational Effectiveness
There is no display of name/desk easy identification by students
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Contact Names, Office location and the phone numbers of the person in
charge of customer service and complaint officer is not displayed everywhere
for Staff, Students and other stakeholders in the University to access. Thus
stake holders are not informed as to who to contact when they are not
satisfied with services rendered
The staff confirmed that performance targets are not set jointly with their
supervisors or head of departments. This makes it difficult to know what
targets are for Staff to measure their successes and failures
Accountability
There is no performance report on The absence of performance contract with
the National Universities Commission hinders the university ability to manage
clients’ expectation, issues and service performance
Innovation
There is no system in place for training and career development of especially
non-academic intermediate and junior Staff for improvement in service nor
terms and conditions of service flexible or attractive for the Staff. This effects
their service delivery and professionalism
Though the university feels it compares well with best known universities in
the world, there exists no formal system in place to actively engage in peer
review with the other universities to share lessons and challenges, compare
performance, set new and challenging benchmarks in the year under review.
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4.0 Recommendations and Next Steps
3.2 Key Recommendations
Policy Commitment
The university management should develop its Key Performance Index (KPI)
as a key driver to guide the operations of the university towards achieving its
mandates and sign a Performance Contract with the National Universities
Commission. This will enable the university measure its level of performance
in relation to its stated KPIs over a period of time
The Service
Systematic consultations should be regularly conducted with stakeholders on
services and their standards to be provided by the University. This will assure
the stakeholders that their views are considered in the service delivery
process
A system should be developed to collate and monitor waiting times and repeat
visits. The record can be analysed and the result used to hasten service
provision for more effective and efficient service
Summary of complaints received and actions taken on justified complaints
should be periodically analysed and report submitted to Management for
service improvement. It should be published and clearly displayed for the
benefits of all customer groups
There should be a system (to periodically reward the best Staff in service
delivery) in place to encourage especially the nonacademic staff to strive hard
in service delivery. that will create a competitive atmosphere and as a result,
improve service delivery
There should be a guidance, counseling career advisory Unit for especially
the nonacademic Staff, to encourage self and career development. This will
improve the skill of Staff and will translate to more efficient service delivery
The school authority should enforce the display of name tags (identity cards)
conspicuously in the Premises to ensure accurate identification of Staff and
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Students. This will discourage intruders and ensure a more secure
environment
The University’s service Charter should be reviewed to conform with the
SERVICOM Offices approved guide for service Charter formulation and the
draft sent to the SERVICOM Office for evaluation and approval before final
publication. This will ensure uniformity in the Charter formulation.
The approved service Charter should be widely publicized (using fliers and roll
up banners of the abridged form of the Charter) among Staff, Students and all
other stakeholders of the University. This will increase SERVICOM awareness
and information on service provision and how to seek redress when service
fails
The Customer
The University’s Customer care policy should be widely publicized to Staff to
serve as a guide on how to treat customers for a satisfying service experience
There should be a system in place know to record changes in the customers
expectation and perception of services provided. This will ensure that
expected services conform with the service provided
Customer satisfaction survey should be periodically carried out and analyses
made to gauge the satisfaction of the customers on the quality of services
provided by university. This will help the management determine the level of
service provision for service improvement
Organizational Effectiveness
th
The Federal Government should properly investigate into the situation the
university is having with the host communities regarding the acquisition of
land. Boundaries between the university and host communities be mapped
out and fenced round to forestall reoccurring squabbles between the two
parties
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The university should prioritize the online application and collection of
transcripts and other services for efficiency
Performance targets should be set jointly and be periodically reviewed to
enhance efficiency, accountability and productivity. This enable measurement
of success and failure of the staff
Details of the designated Complaints Desk Officers in various faculties and
halls should be clearly displayed and widely accessible to enable the
students complain when the need arises
Accountability
The Ethics Committee should encourage students to report cases of extortion
in the Post-graduate school. Such cases should be properly investigated and
measures taken to forestall future occurrence
The Performance Contract signed by the Honourable Minister of Education
should be cascaded to the university management to enhance policy
formulation and performance management
Innovation
Periodic and systematic training programme for Staff, especially the non-
academic, intermediate and junior Staff should be developed. This will
enhance professionalism.
Though the university feels it compares well with best known universities in
the world, there exists no formal system in place to actively
Periodic peer review process with Key services and processes of peer
Universities should be engaged to share lessons and challenges, compare
performance, set new and challenging benchmarks. This will ensure best
practices.
Next steps
Although the question of how these recommendations might best be implemented is
a management issue for University of Maiduguri, 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
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Improvement Plans.
Opportunities, Lessons and Challenges
Opportunities
Explore other sources of power generation and supply i.e. gas
Engage in Public Private Partnership for infrastructural development
Lessons
Challenges
Land issue
Most of the documents sought and requested before, during and after the
evaluation exercise are yet to be provided.
Section Five: Annexes [attach additional document – document checklist, list of people
met, etc]
3.3