Williams Anuku
In a renewed effort to provide swift, efficient and responsive services to clients of the Joint Admissions and Matriculation Board (JAMB), particularly candidates seeking admission into tertiary institutions, the Registrar, Prof. Segun Aina, has strengthened the operations of the Board’s Service Compact with All Nigerians (SERVICOM) Unit to ensure the prompt resolution of outstanding complaints.
The Registrar temporarily relocated to the SERVICOM Unit, where he personally reviewed the nature and scope of complaints received from candidates and directed appropriate action to resolve pending cases.
A statement by the Acting Director, Public Affairs and Protocol, Fabian Benjamin, PhD, said the move is believed to be closely aligned with the second of the Registrar’s Five Enduring Pillars, aptly described as “Service at Heart.”
Prof. Aina directed SERVICOM Desk Officers to adopt a holistic, prompt approach to handling complaints, emphasising the need to address issues comprehensively rather than treating them as isolated cases.
The directive has already begun to yield significant results, with more than 5,000 pending and unresolved complaints reportedly addressed within five days.
The resolved cases cut across several categories of challenges confronting candidates. These include difficulties in generating profile codes for candidates who had previously registered with telephone numbers to which they no longer have access.
Other cases involved biometric verification challenges. Following further scrutiny, some of these were established to be genuine biometric failures encountered by candidates either during the Unified Tertiary Matriculation Examination (UTME) registration or examination exercise.
The Registrar also extended his review to the operations of the Central Admissions Processing System (CAPS), where several challenges were identified and addressed. These included cases involving candidates who lost their phones or SIM cards, candidates who converted from Direct Entry (DE) to UTME, and graduates whose names were omitted from the National Matriculation List.
In addition, Prof. Aina and SERVICOM officials resolved a number of previously intractable payment-related complaints, as well as cases involving inappropriate examination venues, e-PIN issues, technical difficulties and challenges associated with the uploading of required documents.
Other recurring complaints, including requests relating to changes of name, date of birth, state of origin and local government area, were also reviewed and addressed.
The Registrar’s direct engagement with the SERVICOM Unit is expected to further strengthen the Board’s complaint-resolution mechanism and reinforce its commitment to putting candidates and other stakeholders at the centre of its service delivery.
