• FUOYE SERVICOM
    FUOYE SERVICOM
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About FUOYE SERVICOM

The Birth of SERVICOM

SERVICOM initiative originated from the Federal Executive Council (FEC).  Ex-President, Chief Olusegun Obasanjo, GCFR, set up a Nigerian Service Delivery Research Team which visited the United Kingdom (UK) in 2003 to investigate how the British Government had gone about improving its service delivery. Sequel to their feedback, the FEC supported the implementation of a Service Delivery programme for Nigeria. At the Special Presidential Retreat on Service Delivery in Nigeria, the President and his Ministers entered into a Service Compact with all Nigerians- hence the birth of SERVICOM on 21st March, 2004. The Compact's Core provision stipulates: "WE DEDICATE OURSELVES TO PROVIDING THE BASIC SERVICES TO WHICH EACH CITIZEN IS ENTITLED, TIMELY, FAIRLY, HONESTLY, EFFECTIVELY AND TRANSPARENTLY." 

 

WHAT IS SERVICOM?

 SERVICOM means Service Compact. SERVICOM is a social contract between the Federal Government of Nigeria and its people. Compact is a formal agreement between two or more people. Hence, SERVICOM is a Service Compact (Agreement) between the Federal Government and the Nigerian people. SERVICOM is the engine for quality and efficient service delivery.

SERVICOM enhances the right of Nigerians to demand for good services and challenge service failure. Details of these rights are contained in Service Charters which are now available in all government agencies where services are provided to the public. The charters tell the public what to expect and what to do if services fails or falls short of their expectation.

 

INTRODUCTION OF SERVICOM IN FUOYE

 Federal University Oye-Ekiti (FUOYE) SERVICOM was established based on directive from Federal Government of Nigeria. SERVICOM is born out of the need to monitor and ensure quality service delivery in the University. The Head (Focal Officer) of FUOYE SERVICOM is Mrs T.O. Bassey

 

OBJECTIVES OF SERVICOM

 These include:

  • Ensuring quality services to the students and other stakeholders of FUOYE, with standards you would expect from leading internationally-renowned Universities.
  • Sensitizing students/stakeholders/staff on their rights to challenge service failure.
  • Sensitizing members of staff to be alert to their responsibilities in providing efficient, timely and transparent services.

 

DETAILS OF FUOYE SERVICOM STAKEHOLDERS

  • Students and Staff of the University.
  • Everyone that demands the services of FUOYE are our stakeholders.

 

SERVICE WINDOWS

 These are Units/Departments where essential services are being rendered in the University. These include: Library, Bursary, Students Affairs, Health Centre, Security, Academic Affairs, Information Communication and Technology (ICT), Faculty Office, Laboratories etc.

 

SERVICE CHARTER

 Service Charter is both a veritable tool and an operational guideline for the implementation of SERVICOM. Charters are promises upon which clients can expect quality service delivery and demand their rights.  A good Service Charter is expected to break the twin evil of corruption and inefficiency in the service.

 Service Charter will also provide the following information:

  • Quality services designed around stakeholders’ requirements
  • List of fees payable and prohibit illegal demands
  • Commitment to provision of services within realistic time- frames
  • Specified officials to whom complaints may be addressed
  • Conduct and publish surveys of stakeholder‘s satisfaction.

Moreover, Service Charter tells the public what to expect from the service provider and what to do if the service fails or falls short of expectation. SERVICOM simply says to service providers at various Service Windows, please treat that stakeholder fairly, timely, efficiently and friendly. 

 

 WHAT DOES SERVICOM DO?

 SERVICOM spearheads the Institution’s service delivery initiative through SERVICOM compliance and also performs other functions which include:

  • Producing, monitoring the performance and reviewing SERVICOM Charter within the FUOYE
  • Managing the FUOYE’s customer relations policy and providing opportunities for customer’s feedback.
  • Instituting complaints procedure to redress perceived or real poor service.
  • Promoting quality and best practices in the FUOYE service delivery
  • Disseminating best practices and other tips on Service Delivery Improvement.

Reporting back to management periodically

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