The University of Lagos, Akoka, has conducted two comprehensive surveys aimed at improving service delivery across the institution.
The surveys, titled the “Student Experience Survey” and the “Service Compliance Survey,” were coordinated by the university’s Quality Assurance and Servicom Unit.
The initiative is part of the university’s broader commitment to foster a customer-centric environment and ensure continuous improvement in the quality of services provided to students, staff, and the wider community.
During the university’s observance of the 2024 International Customer Service Week, themed “Above and Beyond,” Director of the Quality Assurance and Servicom Unit, Prof. Olufemi Saibu, revealed that more surveys would be conducted to review existing policies and formulate new ones in various service areas.
Saibu stated, “To stay abreast of contemporary issues and enhance our services to our customers, the Quality Assurance and SERVICOM Unit has recently conducted these surveys to gain firsthand insights into customer experiences and evaluate the quality of services offered by university units. We have more surveys planned to further improve our service delivery.”
He also said that a total of 25 awards would be presented to recognise outstanding contributions within the university.
Saibu added, “Five Faculties and two departments will be honoured for their prompt submission of student results and examiner schemes. This year, the criteria have expanded to include the submission of examiner schemes, reflecting their importance.
“Additionally, three academic units will be recognised for their innovative approaches to addressing student complaints, while two administrative units will be honoured for their responsiveness and proactive measures in handling challenges.”
Saibu noted that selecting the recipients from numerous deserving units was challenging but necessary for objectivity.
During the award ceremony and in a related competition, 51 students participated in an essay contest, with three top performers receiving cash awards.
The university also identified three other students for their supportive roles in addressing students’ challenges and ensuring welfare, who also receive cash prizes.
Furthermore, three companies that supported the university’s Student Industrial Work Experience Scheme were recognised, along with three food vendors for their contributions to student welfare.
In her remarks, Vice-Chancellor Prof. Folasade Ogunsola acknowledged the difficulties faced by staff in the current socio-economic climate.
“The reputation of this university is reflected in each of your offices and classrooms. We recognise the hardship and appreciate your sacrifices. While we may not be able to alleviate the challenges at this time, we want you to know that your efforts are valued,” she said.
Ogunsola urged staff to maintain their commitment to high-quality service despite these challenges, emphasising that excellence should not be compromised.
“Providing outstanding quality service is not about the situation; it’s despite it. Together, we can create a customer-centric organization where every unit prioritises good customer service,” she affirmed.
Earlier, Nnenna Akajemeli, National Coordinator of the Servicom Office, spoke virtually, stressing the importance of collaboration among various units to foster unity and excellence.
“This celebration underscores the significance of customer service. In institutions like UNILAG, SERVICOM serves as the customer service arm to enhance the lives of every Nigerian and other stakeholders,” she stated.
PUNCH
