The new registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has strengthened the Board’s Service Compact with All Nigerians (SERVICOM) Unit as part of measures to address service delivery challenges confronting candidates and other stakeholders.
Aina, who assumed office recently, has also directed SERVICOM Desk Officers to ensure that complaints are addressed holistically and promptly.
According to a statement issued on Sunday by JAMB’s acting director, Public Affairs and Protocol, Dr Fabian Benjamin, the registrar relocated his seat to the SERVICOM Unit to gain first-hand insight into the nature of complaints and challenges brought by candidates.
The statement said the move was linked to Aina’s “Five Enduring Pillars” agenda, particularly the pillar tagged “Service at Heart,” which focuses on improving service delivery and ensuring that candidates receive services commensurate with the fees they pay.
The new approach has already produced results, with more than 5,000 pending and unresolved complaints reportedly cleared within five days of Aina’s assumption of office.
The complaints covered a wide range of challenges, including difficulties creating profile codes where candidates no longer had access to phone numbers previously used for registration.
Others involved biometric verification failures during UTME registration and examinations, some of which were confirmed as genuine cases requiring intervention.
Aina also reviewed operations of the Central Admissions Processing System (CAPS), where officials identified cases involving candidates who had lost their phones or SIM cards, candidates who converted from Direct Entry to UTME and graduates whose names were omitted from the National Matriculation List.
The statement said the registrar and SERVICOM officials also resolved payment-related problems, inappropriate examination venues, e-PIN issues, technical difficulties and challenges involving the upload of documents.
Other recurring complaints addressed included requests for changes to names, dates of birth, states and local government areas.
The Board said the strengthened SERVICOM structure was part of Aina’s broader effort to reposition JAMB around responsive and candidate-focused service delivery.
