Jane Salihu
The newly appointed Registrar of the Joint Admissions and Matriculation Board (JAMB), Prof. Segun Aina, has taken personal charge of resolving complaints by candidates and other clients of the Board, leading to the resolution of more than 5,000 pending cases within five days.
According to JAMB’s Ag. Director of Public Affairs and Protocol, Fabian Benjamin, Ph.D., the Registrar relocated to the Board’s Service Compact with All Nigerians (SERVICOM) Unit to gain first-hand insight into the challenges confronting candidates and facilitate immediate solutions to outstanding complaints.
Benjamin said the move was part of Aina’s resolve to strengthen the SERVICOM Unit and ensure that candidates seeking admission into tertiary institutions receive swift, efficient and responsive services.
He explained that the Registrar’s decision was also linked to the second of his “Five Enduring Pillars” agenda, tagged “Service at Heart,” which seeks to place effective service delivery at the centre of the Board’s operations.
As part of the intervention, Aina directed SERVICOM Desk Officers to address complaints holistically and promptly, rather than allowing unresolved cases to accumulate.
The directive, according to Benjamin, has already produced significant results, with over 5,000 pending and unresolved complaints cleared within five days.
The complaints covered several areas of JAMB’s operations. Among them were difficulties encountered by candidates attempting to create profile codes using telephone numbers they had previously registered with but could no longer access.
The Board also attended to cases involving biometric verification challenges, including genuine instances of biometric failures recorded during UTME registration and examination exercises.
Aina also scrutinised the operations of the Central Admissions Processing System (CAPS), where various challenges affecting candidates were identified and resolved.
These included cases involving candidates who lost their phones or SIM cards, candidates who converted from Direct Entry (DE) to UTME, and graduates whose names were omitted from the National Matriculation List.
Other issues resolved during the exercise included payment difficulties, inappropriate examination venues, e-PIN challenges, technical problems and difficulties associated with the uploading of required documents.
The intervention also addressed recurring requests involving changes to candidates’ names, dates of birth, states of origin and local government areas.
The latest development underscores the Registrar’s emphasis on direct intervention and rapid response as part of efforts to improve JAMB’s relationship with its candidates and other service users.
By taking the complaint-resolution process directly to the SERVICOM Unit, Aina is seeking to identify recurring challenges, address them promptly and strengthen the Board’s overall service delivery system.
