WELCOME
The sub section of the College website is one of the instruments that would serve as a rich resource base for useful information, data and research for the College with the aim of promoting customer focused service delivery and Service Improvement Plans (SIPs) in Departments/Divisions, Units/Sections, Directorates and Schools. This ICT Platform is one of the strategic windows for getting spontaneous feedback from the Students, Staff and other members of the public that would allow for speedy intervention by SERVICOM on experiences of service failure by members of the College community and the public when they come to access services from any of the Departments/Divisions, Units/Sections, Directorates and Schools.
ABOUT SERVICOM
SERVICOM is an acronym for Service Compact with All Nigerians. It was established in 2004 as the outcome of a Three-day Special Presidential Retreat on Service Delivery with the President, Ministers, Special Advisers, Presidential Aides and Chief Executives of major Extra-ministerial Departments and Parastatals. It is an initiative of the Federal Government of Nigeria conceived to promote effective and efficient service delivery in MDAs to ensure customer satisfaction and to manage the performance-expectation gap between Government and citizens as well as other members of the public, on issues of service delivery. SERVICOM equally gives the public the right to demand good services as contained in MDAs’ Service Charter, One of its goals is to insure that service takers understand their rights to public services, the service standards they should expect and how to demand for that service or speak up where it is deficient or lacking. SERVICOM, is a solemn compact as well as an institutional mechanism conceptualized to fight against service failure by ensuring that organs of government in Nigeria deliver to citizens and other residents in the country, the services to which they are entitled to. SERVICOM operates through a network of Ministerial SERVICOM Units (MSUs) established in all MDAs to refocus every institution in the public service towards better service delivery and supports these MSUs to write up Service Charters, establish ADEYEMI COLLEGE OF EDUCATION, ONDO COLLEGE SERVICOM UNIT Complaints Systems at service front-lines as well as develop Service Improvement Plans.
OUR MISSION
To Improve Customer Satisfaction by Promoting Service Excellence in the College Services
OUR VISION
To be the Foremost Change Agent for Service Excellence
WHAT WE DO
1. We facilitate efforts of the Departments/Divisions, Units/Sections, Directorates and Schools in the College to deliver quality service to their customers, specifically, the students and any other members of the public who require College services.
2. We carry out independent surveys on customer satisfaction on expected services.
3. We raise customers’ demands for satisfactory service from the Departments/Divisions, Units/Sections, Directorates and Schools in the College.
4. We build skills of staff in the various Departments/Divisions, Units/Sections, Directorates and Schools in the College to deliver excellent service by promoting best practice in service delivery.
CORE VALUES
1. Excellence: We are dedicated to giving the best and world class service achieving excellence.
2. Integrity: We act with honesty and integrity, not compromising the truth.
3. Accountability: We accept our individual and team responsibilities.
4. Efficiency: Being efficient & effective in our approach to improving service delivery.
5. Commitment: To provide service that impacts lives of the students and other members of the public.
GUIDING PRINCIPLES
1. Affirmation of commitment to the service of the College community.
2. Conviction that the College can only realize its full potential if students receive prompt and efficient services from the Departments/Divisions, Units/Sections, Directorates and Schools.
3. Consideration of the needs and rights of all the College students to enjoy social and economic advancement.
4. Dedication to deliver services to which the College community are entitled timely, fairly, honestly, effectively & transparently.
COMPLAINTS
Who can complain?
In most cases your dealings with the offices in the College should be routine and cause you no difficulties or inconveniences. However mistakes and delays can occur or you may feel unhappy with how you have been dealt with. We want you to be provided with a high standard of services so if you go to any office in the College where you are dissatisfied about the standard of service, actions or lack of actions by any Service Provider, you have the right to complain about poor service. We have a formal complaint procedure that you should follow. How to complain If you are unhappy with the treatment you have received, you are entitled to make a complaint, have it considered and receive a response. Whatever the nature of your dealings with any office, if you have had a bad experience, the sooner you let them know, the sooner they can do something about it. Whether your complaint concerns an unreasonable delay, a mistake you feel could have been avoided, or how you have been dealt with, all Offices are keen to learn from errors and put things right as quickly as possible. Our complaints procedure is easy to use and we suggest you follow the steps outlined above
1. Internal Resolution: The first step is to lay your complaint with the Head of Departments/Divisions, Units/Sections, Directorates and Schools of the Service Provider at the Service Window where you were aggrieved. Be sure to take the name of the service provider. Some complaints can be sorted out on the spot, but if this is not possible your complaint will be acknowledged.
▪ All College offices have the aim to resolve the problem at stage 1.
2. If you are still dissatisfied, complain to the Customer relationship/Complaint Officer at the College SERVICOM Unit.
3. If your complaint has not been remedied within stipulated time, you may wish to take your complaint further to be looked into at a higher level. If so, please ask to see the Deputy Registrar, in the SERVICOM office and make the same complaint as you did to the Customer relationship/Complaint officer. This is best done formally by completing a complaints form (where applicable).
4. If the matter continues to be unresolved and your complaint have not been remedied, if you wish to pursue the matter further, please contact the SERVICOM Chairman. You can do this by:
✓ Coming to the SERVICOM Office requesting to see the Chairman
✓ Making a Telephone call
✓ Sending an E-mail to SERVICOM, this email should have the words COMPLAINT as the subject of your email and also be written at the top of your letter. Your complaint should capture:
• Your full Name.
• Name of the office at which you were aggrieved
• Name of the Departments/Divisions, Units/Sections, Directorates and Schools where the fault occurred
• Name of the Service Provider (staff) at fault
• Your Contact telephone number or E-mail Address
• A summary of what you think has gone wrong.
Complaints Procedure at SERVICOM
Please note that the SERVICOM office is not a service window, it primarily facilitates grievance reprisal at the appropriate service windows. In this regard, complaints are processed as follows:
1. The complaint is acknowledged by the Complaint Officer and then forwarded to the Chairman, College SERVICOM Unit.
2. The Deputy Registrar is expected to respond to the complaint within 10 working days.
3. The Deputy Registrar is expected to report the progress of the resolution of the complaint within 15 working days.
How to complain about the services provided by SERVICOM
If you are not happy with the services provided by SERVICOM at any stage before the conclusion of the review, please telephone or write to us immediately and we will try to resolve any problem. Following the review, if you remain unhappy about the way in which we have conducted the review, rather than with the decision that SERVICOM has made, please let us know. We will acknowledge your complaint within 5 working days of receipt and respond to your concerns personally within 10 working days.
What to expect when you complain
Most people don’t like to complain, but we want to make it as easy as possible for you to get things put right. When you do complain, we will deal with you in a friendly and professional manner.
1. Your complaint will be treated seriously and confidentially.
2. You will be listened to carefully.
3. The position you are in will be appreciated.
4. You will not be treated differently from anybody else just because you have made a complaint.
5. You will not be discriminated against for any reason.
6. The concerned College office will learn from the experience.
How to help us deal with your complaint better
Working Together! You can help us to provide a good service in a number of ways:
1. When you are asked for any information that is needed to deal with your affairs, please provide that information on time.
2. Always give the correct and complete information.
3. Keep accurate records of your service failures and experiences.
4. If a mistake is made, complain as soon as possible so that things can be put right. The sooner you complain, the sooner something can be done about it.
5. It would help if you can say what you think has gone wrong and what you think should be done to put it right.
6. All your suggestions and comments about our services are welcome, so we can move forward and improve.
Send Complaints to: info@aceservicom.edu.ng