The Joint Admissions and Matriculation Board (JAMB) says it has resolved 50,370 out of the 52,517 customer service complaints received within the first three months of Prof. Segun Aina’s tenure as Registrar.
Aina disclosed this in a statement reflecting on his first quarter in office, where he highlighted efforts by the Board to improve service delivery, address admission-related challenges and strengthen the credibility of its examination and admission processes.
He said more than 5,000 outstanding customer service tickets were cleared within his first five days in office, adding that the Board remained committed to ensuring that candidates, parents and other stakeholders received timely responses to their complaints.
The Registrar also disclosed that thousands of candidates whose academic and career aspirations had been delayed by errors in their admission records, National Identification Number (NIN) discrepancies and other administrative challenges had been assisted through targeted interventions.
According to him, the Board’s NIN alignment initiative has helped affected candidates resolve longstanding admission record issues and move forward with their academic pursuits.
Aina described the interventions as central to the Board’s public service responsibility, stressing that candidates must remain at the centre of its operations.
He said the Board was preparing to introduce further reforms aimed at making the Unified Tertiary Matriculation Examination (UTME) more purposeful, admission processes more convenient for tertiary institutions and access to JAMB services easier for the general public.
He added that technology would play a critical role in the reform process, particularly in reducing unnecessary physical visits to JAMB offices and service centres through increased digital access to its services.
The Registrar said the Board would also strengthen the reliability, resilience and security of its digital platforms to sustain public confidence in its processes.
On preparations for the 2027 UTME, Aina said JAMB was working on several innovations to improve the conduct of the examination, enhance candidates’ experiences and eliminate avoidable difficulties.
He called for the cooperation and constructive feedback of stakeholders, including tertiary institutions, CBT centre operators, regulatory bodies, security agencies, professional associations and the media, to ensure the successful implementation of the planned reforms.
The Registrar further disclosed that JAMB would work towards restructuring its assessment framework to accommodate critical thinking, practical competencies and life skills in line with global expectations and labour market demands.
He said the Board was determined to move away from an examination culture that places excessive emphasis on memorisation towards one that recognises intellectual capacity, problem-solving abilities and competencies required to thrive in a rapidly changing world.
Aina also said JAMB would pursue initiatives to strengthen the integrity, transparency and international relevance of Nigeria’s admission processes, particularly amid growing global attention to the country’s tertiary institutions.
He expressed appreciation to President Bola Ahmed Tinubu, the Ministers of Education, the Board’s management and staff, as well as other stakeholders, for their support during his first three months in office.
The Registrar, however, stressed that the long-term vision was to build an institution whose credibility would rest on strong systems, effective partnerships and accountability rather than the personality of whoever occupies the office.
He said the first three months had provided an opportunity to understand the Board’s challenges, consolidate its strengths and establish a foundation for reforms aimed at making JAMB more efficient, credible and responsive to the needs of Nigerians.
