SERVICOM

• Students
• Staff members
• Parents
• Alumni
• Federal Government
• State Governments
• Local Governments
• Host Community
• Contractors

University Core Values

Honesty

Integrity

Academic excellence

Decency

Timeliness

In order to safeguard these core values, the University Governing Council has approved a number of policy documents on Anti-sexual harassment, Anti-corruption, Intellectual Property Right amongst others. The implementation of these policies is supported by establishment of monitoring units like SERVICOM, Anti-Corruption and Transparency, and Quality Assurance and Productivity.

Services offered by the University

Teaching

Research

Consultancy

Community Service

Clientele/Customers

1 Staff of the University: Tenure staff; Contract staff; Casual staff; Daily rated workers, and staff on visiting and sabbatical appointments.

2. Students of the University: Undergraduate and Post-graduate students; and students in Centers and affiliate institutions.
3. Parents and Alumni
4. All States and Local Governments in the Country
5. Contractors to the University
6. Host Community
7. Visitors, other Stakeholders and the General Public.

Service Delivery Commitments

Federal University of Technology is committed to ensuring effective and efficient service delivery in all its service windows through:

• Ensuring uninterrupted academic calendar;
• Conducting credible examinations and prompt release of results within six (6) weeks after examination;
• Provision of conducive teaching, learning and research environment with highly qualified staff, adequate facilities and equipment;
• Training and retraining of staff as at when due, to meet up with emerging challenges;
• Ensuring the security of lives and properties of staff, students and other members of the University community;
• Ensuring strict compliance with financial regulations by staff and students;
• Putting in place policies against sexual harassment, corruption, extortion, sale of hand-outs, examination malpractice, e.t.c;
• Provision of 24-hour medical services to both staff and students;  
• Provision of Bus services between Bosso and Gidan Kwanu campuses; and
• Provision of Library services to all registered students and the University community;
• Provision of facilities for staff and students to access internet and be ICT-compliant;
• Provision of opportunities for staff and students to acquire entrepreneurial development and empowerment;
• Provision of accommodation for qualified registered students on payment of stipulated fees and allocation shall be on first come, first served basis. However, 100 level, 500 level students, female students, foreign students physically challenged persons, and elected Students’ Union officials, shall be given preference;
• Issuance of statement of results to graduating students, immediately after Senate approval of results;
• Issuance of certificates to graduating students (B.Tech, PGD, M.Tech & PhD) on the day of convocation;
• Issuance of students’ copy of transcript on day of convocation and institutional transcript one week after application and payment of fees.

Performance Targets/Customers Expectations

Every stake-holder or customer of Federal University of Technology, Minna is entitled to:

• Effective, efficient, prompt, courteous, fair and selfless service from all service-providers (staff) in accordance with the rules of engagement and the Conditions of Service;
• Adequate and relevant information;
• Cordial relationship and mutual respect between staff and students;
• Services for persons with special needs; and
• Effective complaints procedure and redress mechanism.

Stake-holder’s/Customer’s Obligations

Every stake-holder or customer of Federal University of Technology, Minna has the right to be served right; but they also have an obligation to do what is right to ensure that they get effective and efficient service delivery.

Stake-holders and customers of the University are expected to:

• Abide by the rules and regulations of the University;
• Treat staff with respect and courtesy;
• Pay approved charges promptly for services rendered, where applicable;
• Provide the University with constructive, reliable suggestions and feedback;
• Possess the requisite qualifications for admission (students), employment (staff) and services;
• Cooperate with the University to protect lives/properties and safeguard the staff, students, and other customers from fraud, harassment, and extortion;
• Shun all vices like cultism, sexual harassment and assault, rape, examination malpractice, drug abuse, and bigotry;
• Use University facilities with care and prudence;
• Partner with the University in the provision of infrastructural facilities, endowments, scholarships and awards; and the protection of the environment.

Complaints/Grievance Redress Mechanisms

Who can complain?

Whenever you (Staff, Students, Visitors, Contractors, Parents, and other Stakeholders) are dissatisfied with the standard of service, actions or lack of actions by any Service Provider in any of the University’s Service windows, you have the right to complain about Service Failure.

How to complain

Step 1: Local Resolution: Lay your complaint with the Service Provider (Deans, Directors, HODs, and HOUs) at the Service Window where you were aggrieved. Be sure to take the name of the Service provider.

Step 2: If you are not dissatisfied with the resolution, complain formally to the Complaint Desk Officer at the SERVICOM Unit of the University by completing a complaints form (where applicable). You can also get your complaint to SERVICOM unit through any SERVICOM Marshal or Brigade in your School or Department.

Step 3: If Complainant is still dissatisfied, a formal complaint may be addressed directly to:  The Vice Chancellor, Federal University of Technology, Minna, P. M. B. 66, Minna, Niger State. Email: vc@futminna.edu.ng

Step 4: If Complainant is still not satisfied, a formal complaint may be addressed to: The Executive Secretary, National Universities Commission, Abuja. Email: nucservicom@nuc.edu.ng

Step 5: If still not satisfied, address complaint to: The SERVICOM Complaints Manager, SERVICOM Office, The Presidency, Abuja. Email: complaints@servenugeria.com

Feedback Mechanism

Comments and suggestions about service delivery in the University may be communicated to the Focal Officer or any other officer in SERVICOM Unit, Federal University of Technology, Minna through any of the following email addresses: servicom@futminna.edu.ng; servicomfutmin@gmail.com  or directly communicate complaints, oral or written to the office.

Monitoring and Publishing Performance

Federal University of Technology, Minna has put in place diverse mechanisms for monitoring performance of service providers. In addition to the SERVICOM Unit, Quality Assurance and Productivity Unit, Anti-corruption and Transparency Unit that ensure effective, efficient, quality, and transparent service delivery, there is a University-wide Committee of notable Professors that monitor and ensure delivery of lectures to students.

In order to encourage productive service delivery, the University has instituted an annual service award for deserving staff members that have been found to perform excellently in different service windows, based on recommendations from SERVICOM unit.

Commitment to Persons with Special Needs

The University is committed to the provision of enabling environment for persons with disabilities towards making their stay on campus very comfortable. Services such as reserved hostel accommodation, teaching/learning aids, ramps for easy movement using wheel chairs, special seat reservations for the physically challenged in lecture theaters and halls would be made available.

Limitations/Challenges

The major limiting factors that may affect effective and efficient service delivery in the University are the following:

• Inadequate budgetary allocation to the University, which in turn affects allocation to the sub-sectors.
• Poor attitude to work.
• Non-implementation of sanctions against offenders.
• Lack of reward or motivation for productive staff members.
• Inadequate accommodation for students on the two campuses, which affects the control and monitoring mechanisms.
• Inadequate security personnel, and
• Ineffective monitoring and supervision.

Policy Updates

SERVICOM Unit of the University attends quarterly meetings of the National Universities Commission- Parastatal Servicom Committee, which is hosted by different universities on a quarterly basis. The Focal Officer, Prof. A. Y. Kabiru, is the Vice Chairman of the Committee. The meeting serves as an avenue to review activities and policy implementations in Nigerian universities.

Annual Orientation Programmes

• The SERVICOM Unit organises yearly orientation programme for newly admitted students of the University to enable them embrace the ethics of the institution.
• The Unit organises orientation workshop for newly employed staff of the University for the purpose of on-boarding and enlightening them on the University Work ethics.

Service Charter

The University Service Charter was reviewed, published and re-launched in November, 2022. The Charter contains information on the University’s vision, mission, core values, services provided with timelines and complaint redress mechanism.

In SERVICOM Unit, complaints are responded to within 24 hours. The University Service Charter is attached below: