As part of efforts to fulfil his resolve to provide swift and efficient services to the Board’s clients, particularly candidates seeking admission into tertiary institutions, the Registrar of the Joint Admissions and Matriculation Board, JAMB, Prof. Segun Aina, has strengthened the Board’s Service Compact with All Nigerians, SERVICOM, Unit to resolve all pending complaints.
Aina wasted no time in relocating his office to the SERVICOM Unit to gain first-hand insight into the nature of the services being sought and address outstanding complaints.
The Registrar’s commitment to resolving the complaints may not be unconnected with the second item on his agenda, the “Five Enduring Pillars”, which is “Service at Heart”, as well as his determination to leverage strategic communication to reposition the Board and deliver services commensurate with the fees paid by candidates.
According to a statement by JAMB’s Acting Director of Public Affairs and Protocol, Dr. Fabian Benjamin, the Registrar also directed that SERVICOM Desk Officers should address complaints holistically and promptly.
Already, the directive has started yielding the desired results, with more than 5,000 pending and unresolved complaints addressed within five days.
The issues resolved covered various categories, including difficulties in creating profile codes by candidates who had previously registered with a particular phone number but no longer had access to it.
Others involved candidates with biometric verification issues, some of which were identified as genuine cases of biometric failures encountered either during the UTME registration or examination exercise.
The Registrar also extended his scrutiny to the operations of the Central Admissions Processing System, CAPS, where challenges identified included cases involving candidates who had lost their phones or SIM cards, candidates who converted from Direct Entry, DE, to UTME, as well as those omitted from the National Matriculation List after graduation.
Aina and the SERVICOM staff also swiftly resolved previously intractable payment issues, inappropriate examination venues, e-PIN challenges, technical problems, document-upload difficulties, and other recurring issues, including changes to names, dates of birth, states and local government areas.
