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The new Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has cleared about 5,000 complaints in his first five days of office.
He promised to improve service delivery to candidates and other stakeholders.
In line with his determination to deliver on his promise, Aina has strengthened the Board’s Service Compact with All Nigerians (SERVICOM) Unit to address all outstanding complaints.
According to a press statement yesterday by acting director, Public Affairs and Protocol, Dr Fabian Benjamin, the registrar did not waste time to move his seat to the SERVICOM Unit to have first-hand experience of the nature of services being sought to address all outstanding complaints.
“This passion attached to this may not be unconnected with the second item on his agenda, which is ‘Service at Heart’ of the ‘Five Enduring Pillars’, as well as his determination to leverage strategic communications toward repositioning the Board and delivering service commensurate with fees paid.
“The registrar directed that apart from this, SERVICOM desk officers should holistically and promptly address complaints.
“Already this directive has begun to have the desired effect, as more than 5,000 pending and unresolved complaints have been resolved over the course of five days,” said Benjamin.
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He said the problems tackled were of different categories and ranged from issues such as problems in creating profile codes by candidates who had previously registered with a particular phone number, which they no longer had access to.
Others were candidates with problems of biometric verification, some of which were identified as genuine cases of biometric failures either during the UTME registration or examination exercise.
The Registrar also said the operations of the Central Admissions Processing System (CAPS) were also scrutinized with challenges like candidates losing their phones and SIMs, candidates converted from DE to UTME, and those left out of the National Matriculation List after graduation.
“Also, Prof Aina and the SERVICOM staff quickly resolved some hitherto intractable payment issues, cases of inappropriate venues, e-PINs, technical issues, problems associated with the upload of documents and other recurring issues such as change of name, date of birth, State or Local Government, among others.”
