The Joint Admissions and Matriculation Board (JAMB) has resolved 50,370 of the 52,517 complaints received through its customer service channels within the first three months of Professor Segun Aina’s tenure as Registrar.
Aina disclosed this in a statement titled “My First Quarter in JAMB,” in which he highlighted achievements recorded during his first three months in office and outlined his administration’s reform priorities.
“For example, more than 5,000 outstanding customer service complaints were cleared within my first five days in office,” he said.
The Registrar explained that the Board had also assisted thousands of candidates whose academic and career aspirations were stalled by errors in admission records, National Identification Number (NIN) discrepancies and other unresolved administrative challenges.
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He noted that targeted interventions, particularly the NIN alignment initiative, had helped affected candidates resolve longstanding difficulties and pursue their academic ambitions.
Aina described the interventions as a demonstration of the Board’s commitment to public service and its determination to place candidates at the centre of its operations.
He said his administration was working towards making the Unified Tertiary Matriculation Examination (UTME) more purposeful, admission processes more convenient for tertiary institutions and access to JAMB services easier for members of the public.
The Registrar emphasised that technology would remain central to the reform agenda, particularly in reducing unnecessary physical visits and congestion at the Board’s offices and service centres.
He added that JAMB would strengthen the reliability, resilience and security of its digital platforms to improve service delivery and sustain public confidence in its processes.
On preparations for the 2027 UTME, Aina said the Board was developing innovations aimed at improving the conduct of the examination, eliminating avoidable difficulties and enhancing candidates’ overall experience.
He called for the cooperation and constructive feedback of stakeholders to ensure the successful implementation of the planned improvements.
The Registrar also disclosed that the Board would work towards restructuring its assessment framework to accommodate critical thinking, practical competencies and life skills in line with global expectations and labour market demands.
“The Board intends to move beyond an examination system that places excessive emphasis on memorisation to one that recognises intellectual capacity, problem-solving abilities and competencies required in a rapidly changing world,” he maintained.
Aina expressed appreciation to President Bola Ahmed Tinubu, the Ministers of Education, the Board’s management and staff, tertiary institutions, regulatory bodies, professional associations, Computer-Based Test (CBT) centre operators, security agencies and other stakeholders for their support.
He also acknowledged the contributions of his predecessor, Professor Is-haq Oloyede, whose guidance, he said, helped him understand the institutional environment and challenges confronting the Board.
The Registrar urged JAMB staff to embrace innovation, improve service delivery and place the interests of candidates above routine administrative convenience.
He stressed that the Board’s long-term ambition was to build an institution whose credibility would rest on strong systems, effective partnerships and accountability rather than the personality of whoever occupied the office of Registrar.
Aina noted that the first three months had provided an opportunity to understand the Board’s challenges, consolidate existing strengths and establish a foundation for deeper reforms.
He reaffirmed his commitment to building a more credible, efficient and responsive examination and admission system capable of earning the confidence of Nigerians and the international community.
