SERVICOM CALLS FOR SERVICE IMPROVEMENTS IN UNITY SCHOOLS
The National Coordinator SERVICOM, Mrs Nnenna Akajemeli has called on the Ministry of Education to improve service standards in Unity Schools across Nigeria.
This call was made when the National Coordinator made a presentation of the SERVICOM Compliance Reports (SCE) to the Honourable Minister of State, Chukwuemeka Nwajiuba in the Ministry’s Headquarters.
Mrs Nnenna Akajemeli while presenting the reports said the exercise was carried out by professional evaluators across 34 Unity schools across the country and the reports showcased strengths and weaknesses.
The highest scores went to Federal Government Girls College (FGGC), Owerri that scored 52:5 % while the lowest score of 40% went to Federal Government Girls College (FGGC), Enugu.
Scores of the evaluated service windows were analysed using SERVICOM’s five drivers which are Service Delivery, Timeliness, Information, Professionalism and Staff Attitude.
The National Coordinator said the performance of each driver at the evaluated service windows indicates that the schools are doing relatively well in terms of timeliness and information gathering but lagging in the area of staff attitude and professionalism.
There are no customers satisfaction surveys carried out to test and determine the level of customer’s satisfaction with the service delivered in order to ensure that services are meeting student’s needs.
Part of the weaknesses observed during the evaluation exercise composed of lack of perimeter fences around the school premises, pot holes in the hostels, leaking roofs, old dining chairs and tables, poor and deplorable toilet facilities.
SERVICOM, therefore, made some recommendations as quick fixes for improvements and they include: provision of standard accommodation for staff, adequate toilets which should be kept clean at all times.
In addition, the medium term improvements plan she said includes: training and re-training of staff as at and when due to sharpen their skills, knowledge and attitude for the provision of satisfactory services to customers.
Customer satisfaction surveys should be conducted regularly to determine the level of customer satisfaction and increase service improvements based on the results obtained.
For their long term improvements, SERVICOM recommended good lecture halls, staff quarters, decent hostels and toilet facilities should be constructed and libraries should be upgraded to modern libraries and should be well equipped.
Mrs Akajemeli stated that the ultimate purpose of any legitimate governance is to serve the people well. Adding that SERVICOM is working assiduously towards improvements through connectedness and the quality of services rendered to the Nigerian citizens.
She further stated that SERVICOM is looking forward to visible improvements and consistent value-addition in nation building.
She advised the Unity Schools to seek for active network that will facilitate excellent, timely, fair, transparent and accountable service delivery in the sector.
In his welcome remarks, the Honourable Minister of State, Chukwuemeka Nwajiuba, stated that the SERVICOM Compliance Evaluation reports came at a time when the Federal Government is laying emphasis on quality service delivery in the education sector across the Nigeria.
According to him, the reports will serve as a wake-up call to all the Stakeholders in the education sector and will also help the Ministry to partner with SERVICOM to chart a course for quality service delivery processes in Nigeria.