SERVICOM IN THE COLLEGE
The SERVICOM Unit of the College was
inaugurated November 26, 2008 after the directives by the Federal Government to
establish the Unit in all MDAs and agencies mandated to provide basic services
to which citizens are entitled, timely, fairly, honestly effectively and
transparently in order to ensure service is delivered. It is headed by the Nodal Officer who reports
to the Chief Executive and is assisted by Desk Officers of Charter, Complaints
and Service improvement and also has a committee on Service Delivery both
charge and with the mandate to;
YABA COLLEGE OF
Nodal Officer heads the unit.
He/She receives directives from the Chief Executive and reports back
through the Deputy Rector (Admin) (Supervisory Heads)
He/She directs the Desk Officers and assigns responsibilities
NODAL OFFICER represents the College at SERVICOM functions
1.2 NAMES AND PICTURES OF DESK OFFICERS
Desk Officer - Mrs. S. K. Theophilus
Improvement Desk Officer - Mr. D. U. Malagu
Complaints Desk Officer - Miss. A. N. Ojukwu
2.0 COLLEGE SERVICOM MANDATE
monitor the performance and review SERVICOM Charter within the College.
the College’s Customer Relations policy and provide opportunities for customer
complaints procedure to redress perceived or real poor service.
quality and best practices in the college service delivery
comprehensive and effective Training policy for frontline staff on customer
relations and related matters.
best practices and other tips on Service Delivery Improvement.
a safe and conducive working environment for the staff at level of service
report back to management annually.
3.0 WHAT THE UNIT HAS DONE SO FAR
The Unit had since inception had drawn up a
Charter for the College and a revised one has recently been approved by the
SERVICOM National office in Abuja which has also been published and presented
to the college community on August 23, 2012.
The Unit has sensitized all
Units/Departments of the college to improve on Service Delivery and sent out
questionnaires as feedback mechanism to the Sensitized Units to assess the
level of compliance on Service Delivery and is in the process of analysis. This will identify lapses that will be
addressed during subsequent Sensitizations.
We have opened a complaint book and form
and have strategically placed complaint boxes at the two College gates.
We have received various complaints on admissions,
promotions, poor service for collection of Certificates, lateness of statements
of results, attendance to patients at the Medical Unit, leakages of pipes,
fumes, roofs etc and have written to concerned offices to explain and address
the problems and have written to relevant Units/Departments with the service
PICTURES OF SENSITIZATION PROGRAMMES