TERTIARY EDUCATION TRUST FUND

 

SERVICOM 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.

 

1      Functions of the SERVICOM Unit

 

  1. Nodal Officer: The SERVICOM Unit is headed by the Nodal Officer and reports directly to the Executive Secretary. The Nodal Officer performs the following functions:
  • Supervises the activities of the Unit;
  • Oversees the day to day running of the Unit.
  • Liaises with the stakeholders for their input while formulating Fund’s Charters;
  • Monitor the implementation of the TETFund integrated Charter as well as local Charters periodically;
  • Submits the Unit quarterly action plan to the management.
  • Periodically submits report on SERVICOM activities to the Executive Management;
  • Carries out other duties as may be assigned by the Executive Secretary.

 

  1. Charter Desk Officer:
  • To guide the Unit and other Service frontlines on Charter implementation;
  • To liaise with the stakeholders for their input while formulating local Charter;
  • To vet Charters and ensure conformity with SERVICOM approved guidelines;
  • In conjunction with the Service Improvement Officer to coordinate the review of the Local Charter;
  • To carry out any other function as may be assigned by the Nodal Officer.

 

 

  1. Customer Care/Complaints Desk Officer
  • To oversee the reception area of the Fund;
  • To coordinate, produce and publicize the customer care policy of the fund;
  • To produce and circulate customer feedback format to the customers;
  • To collate, analyse and publicize comments by the customers;
  • To ensure that the customers are aware of the Fund’s complaints procedure;
  • To keep record of all the complaints, comments, compliments and suggestions by the customers;
  • To investigate and analyse complaints by customers and ensure that action is taken to remedy the cause[s] of the justified complaints; and
  • To carry out any other function as may be assigned by the Nodal Officer.

 

  1. Service Improvement Desk Officer
  • To disseminate best practices and other Service tips on Service Delivery improvement within the Fund;
  • To periodically conduct Market Research with a view to identify customer needs and expectations;
  • To ensure the promotion of the quality assurance and best practices in the Fund’s Services;
  • To update the SERVICOM Office through the Nodal Officer on Service Delivery Improvement plans and actions of the Fund;
  • To carry out other function as a may be assigned by the Nodal Officer.

 

 

SERVICOM Complaint /Contact Lines

  1. SERVICOM official email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  2. SERVICOM lines: 09095479211, 09018657601, 08149770171,       07054191112