JAMB Registrar Prof Segun Aina Clears 5,000 Complaints Within First Five Days

• Prof. Segun Aina, JAMB registrar, cleared over 5,000 complaints within his first five days in office.
• Aina relocated his seat to the SERVICOM Unit to gain firsthand experience with complaint resolution.
• The registrar directed SERVICOM desk officers to address complaints holistically and promptly.
• Over 5,000 pending and unresolved complaints were resolved within five days, with issues ranging from profile code difficulties to biometric verification problems.

Aina directed that, in addition to this, SERVICOM desk officers are to address complaints holistically and promptly.

In his first five days as JAMB registrar, Prof. Segun Aina made significant strides in addressing long-standing complaints from candidates and stakeholders. According to Dr. Fabian Benjamin, acting director of Public Affairs and Protocol, the registrar relocated his seat to the SERVICOM Unit to gain firsthand experience with the nature of services being sought to resolve outstanding complaints. This move was part of Aina's efforts to improve service delivery and leverage strategic communications to reposition the Board.

Aina directed SERVICOM desk officers to address complaints holistically and promptly, which has already started yielding results. Over 5,000 pending and unresolved complaints were resolved within five days, with issues ranging from difficulties in creating profile codes to biometric verification problems. The registrar also scrutinized the operations of the Central Admissions Processing System (CAPS), identifying challenges such as candidates losing their phones and SIMs.

Furthermore, Aina and SERVICOM staff swiftly resolved payment issues, cases of inappropriate venues, e-PINs, technical issues, and other recurring problems like change of name, date of birth, State or Local Government. This development highlights the importance of effective complaint handling mechanisms in public institutions, particularly in the education sector.

The JAMB registrar's actions are guided by the Board's Service Compact with All Nigerians (SERVICOM) Unit, which aims to resolve all pending complaints. This initiative is part of Aina's 'Five Enduring Pillars' agenda, with 'Service at Heart' being a key component. The SERVICOM desk officers' directive to address complaints holistically and promptly is in line with the Board's service delivery policies and procedures.

The registrar's efforts also underscore the importance of leveraging strategic communications to reposition the Board and deliver services commensurate with fees paid. This approach aligns with Nigeria's education law updates, which emphasize the need for effective complaint handling mechanisms in public institutions.

The registrar's swift resolution of over 5,000 complaints within five days is a testament to the importance of effective complaint handling mechanisms in public institutions. This development highlights the need for public institutions to prioritize service delivery and address long-standing complaints.

Lawyers advising clients on matters related to JAMB or SERVICOM may want to review the Board's service delivery policies and procedures to ensure compliance with relevant laws and regulations. The registrar's actions also demonstrate the potential benefits of leveraging strategic communications to improve service delivery and reposition public institutions.

This development highlights the importance of effective complaint handling mechanisms in public institutions, particularly in the education sector. Lawyers advising clients on matters related to JAMB or SERVICOM may want to review the Board's service delivery policies and procedures to ensure compliance with relevant laws and regulations.

Source: Original reporting via Leadership