The Joint Admissions and Matriculation Board (JAMB) has identified digital innovation, effective communication and prompt complaint resolution as key priorities in its drive to improve service delivery and strengthen public confidence....
The Joint Admissions and Matriculation Board (JAMB) has identified digital innovation, effective communication and prompt complaint resolution as key priorities in its drive to improve service delivery and strengthen public confidence.
The Board highlighted these priorities during its 2026 Customer Service Week celebration, themed “Going the Extra Mile”, which featured presentations on customer experience, technology-driven reforms and strategies for addressing the challenges faced by candidates and other stakeholders.
In a presentation titled “Service Commitment and the Need to Go the Extra Mile”, JAMB’s Director of Human Resource Management, Abd’gani Abd’rahim, said service excellence required a collective commitment from management, staff and other stakeholders.
He called for stronger feedback mechanisms to assess performance, identify service gaps and promote continuous improvement.
The Acting Director of Public Affairs and Protocol, Fabian Benjamin, who spoke on “Effective Engagement and Communication through Social Media: Strategic Communication in the Age of the 21st-Century Citizen”, stressed the need for strategic communication across traditional, digital and social media platforms.
Benjamin said organisations must consider the reach, effectiveness, target audiences and potential risks of different platforms while developing strategies to address misinformation and communication crises.
He also urged staff and stakeholders to support the dissemination of accurate and relevant information to candidates and other JAMB customers.
Speaking on “The Implications of Going the Extra Mile in the Digital Age”, Kikelomo Aina, Leader of Team C at the SERVICOM Office, said customers increasingly expected prompt responses and seamless access to services.
She advocated greater use of technology, including the proposed unified UTME pre-registration application, the Board’s social media platforms, ISO 27001 certification and existing partnerships, to improve efficiency, strengthen data security and enhance customer satisfaction.
JAMB’s Information and Technology Consultant, Damilola Bamiro, also discussed the proposed pre-registration application and other technological reforms aimed at building trust and reducing difficulties encountered by candidates accessing the Board’s services.
His presentation covered the newly approved National Identification Number (NIN) alignment, phone number and email modification services, admission acceptance through the Central Admissions Processing System (CAPS), O’Level verification and a technology review conducted by Deloitte.
Bamiro emphasised the importance of collecting and analysing customer feedback to measure the effectiveness of the initiatives and identify areas requiring improvement.
In another presentation, “Going the Extra Mile in Complaint Handling”, Tony Ochelebe of the SERVICOM Presidency highlighted the challenges involved in resolving complaints and addressing emerging service delivery concerns.
He identified prompt redress, empathy, effective communication and appropriate complaint-handling channels as essential to an effective resolution process.
Ochelebe urged frontline officers to prioritise trust-building and ensure customers obtain meaningful value from the services provided.
The presentations reinforced JAMB’s commitment to combining professional service, effective communication, technological innovation and responsive complaint management to improve the experience of candidates and other stakeholders.
The Board said the Customer Service Week provided an opportunity for reflection, knowledge-sharing and the development of practical strategies to strengthen public confidence in its operations.
Through the “Going the Extra Mile” initiative, JAMB reaffirmed its emphasis on accountability, continuous improvement and customer satisfaction in delivering its mandate.