SERVICOM

Mrs. Onoja, E. A
SERVICOM Focal Officer
SERVICOM Unit

Servicom welcome address:

 

It is my pleasure to welcome you to the official web-page of the SERVICOM Unit of the Michael Okpara University of Agriculture, Umudike (MOUAU).

The Service Compact with All Nigerians (SERVICOM) is a Federal Government initiative established to promote efficient, transparent, accountable, and customer-focused service delivery in public institutions. In our University (MOUAU), the SERVICOM Unit is committed to ensuring that all members of the University community and the public receive quality services in a timely, fair, and professional manner.

This webpage serves as a platform for providing information on our mandate, activities, service standards, service charter, complaint redress mechanism, reports, and other initiatives aimed at improving service delivery across the University.

As a University whose motto is “Knowledge, Food and Security,” we remain committed to supporting the institution’s vision by fostering a culture of excellence, integrity, responsiveness, and continuous improvement in every service window. We work closely with Management, staff, students, and other stakeholders to identify service gaps, encourage accountability, and promote innovative solutions that enhance customer satisfaction.

We invite you to explore our webpage, learn more about our services, and partner with us by providing constructive feedback and reporting service delivery challenges. Your feedback is invaluable in helping us build a more efficient, responsive, and service-oriented University.

Thank you for visiting our webpage. We look forward to serving you better because you have the right to be served right.

MICHAEL OKPARA UNIVERVERSITY OF AGRICULTURE, UMUDIKE

OFFICE OF THE VICE –CHANCELLOR

 SERVICOM UNIT

 

Introduction:

SERVICOM is an acronym for Service Compact with All Nigerians. This is a commitment of the Federal Government towards ensuring that all Nigerian citizens enjoy good quality services to which they are entitled, whose core provision says “we dedicate ourselves to providing the basic services to which citizens are entitled in a timely, fair, honest, effective and transparent manner”. The singular objective of SERVICOM is to meet the challenges of nationwide service failure as a direct response to citizens’ complaints about delays, corruption, and lack of accountability in public institutions, to improve public sector service delivery in Nigeria.

As the engine of the Federal Government’s service delivery initiative, MOUAU SERVICOM is to:

• Make the University more customer focused in her service delivery procedures and processes;
• Heighten public awareness about damaging effects of service failure to the University community;
• Promote attitude by which citizens would recognize the need to challenge service failure and their right as well as their civic responsibility
• Promote attitude that will ensure that services are delivered to the citizens in a timely, fair, honest, effective and transparent manner
• Coordinate the formulation and operationalization of Service Charters
• Monitors and reports on the progress made by staff in performing their duties and obligations
• Carries out independent surveys of the services provided to citizens, their adequacies, their timeliness and customer satisfaction

 Our Programmes/Activities:

Monitoring

Sensitization of staff and students on service principles and operations

Formulation of action/service improvement tactics

Evaluation survey

Spot checks/observation of service delivery

Notification of service failure.

Who can complain?

The MOUAU SERVICOM is here to serve you. It is your constitutional right to expect service. It is equally your constitutional right to complain when service delivery fails. It is also your duty to render effective service. All citizens are customer of the Government. All citizens have a right to complain when service fail.

How can you complain?

You may register your complain:

• By physical presence at the particular window (Directorate/College)
• By contact with the SERVICOM representative or the service window in question, through mobile telephone or in writing
• Posting your complaint via our website at servicom.unit@mouau.edu.ng
• By contacting the SERVICOM Office at our location in Farm Center beside the Security Unit
• By contacting our SERVICOM Officers:

Mrs. Onoja, E. A                –          SERVICOM Focal officer

Barr Nwokeoukwu J.         –          Customer Care/Complaint Desk Officer

Mr. Orji. C. A                    –          Charter Desk Officer

Mission statement:

The SERVICOM Unit is committed to promoting excellence, accountability, transparency and customer- centered service delivery across the University. Through effective service monitoring, timely complaint resolution, stakeholder engagement, and continuous quality improvement, the SERVICOM Unit ensures that all services support the University’s pursuits of Knowledge Food and security of sustainable National development.

 

VISION STATEMENT:

To be a dynamic and leading service efficient Unit that inspires a culture of excellence, integrity, responsiveness, and continuous improvement, positioning the University as a model of efficient service quality in advancing the SERVICOM’s core principles of timeliness, fairness, transparency, accountability and honesty.

 

DUTIES OF SERVICOM DESK OFFICERS:

Duties of SERVICOM Desk Officers include:

• Monitoring Service Delivery: The quality and timeliness of services provided by service providers
• Complaint Management: Receive complaint, investigate and facilitate their prompt resolution
• Ensuring compliance with set standards: Ensures that service providers adheres to established service Charters and standards
• Public Enlightenment: Educate customers on their rights, obligations, and redress mechanism; Sensitize staff on customer service best practices
• Survey: Carryout routine inspection and evaluate service performance to identify lapses and use results to improve services
• Monitoring staff punctuality and regularity: Detect and encourage punctuality and regularity among staff and students
• Sensitization and Orientation: Organizes workshops, seminars, and awareness on work 8ethics and SERVICOM principles
• Communication: Briefing the University’s Management and the public on our service Charters.
• Improving Institutional Performance: Works with all Directorate, Colleges, and Units of the University to identify service gaps and recommend continuous improvements etc.

OBJECTIVES:

The objectives of MOUAU SERVICOM Unit are to ensure that quality services are delivered efficiently and effectively, and that students, staff, and the public are treated fairly and respectively. Key objectives include:

• Promote Accountability and Transparency: Encourage stake holders to be accountable, honest, and transparent in their dealings.
• Coordinate SERVICOM Activities: Establish and coordinate SERVICOM Windows and Marshals across the University to improve on service delivery
• Conduct Periodic Assessment: Carry out periodic routine monitoring, inspections, and evaluation of service points to identify service failures and recommend improvement
• Improve Customer Satisfaction: Ensure that stake holders receive prompt attention and satisfactory services.
• Complaint and Feedback Mechanism: Providing effective channels for complaints and feedback with resolution timeline.
• Sensitization for Staff and Student: organize awareness programmes and training on excellent customer services.
• Guaranteeing timely, transparent, and courteous services to all students, staff and visitors
• Publishing clear service standards and holding all Units accountable for service failure.

We exist to ensure that anyone who interacts with the Michael Okpara University of Agriculture, Umudike receive quality services that is efficient, fair and responsive to their needs.