The Joint Admissions and Matriculation Board (JAMB) has resolved 50,370 out of 52,517 customer service complaints received during the first quarter of Prof. Segun Aina’s tenure as Registrar, while helping thousands of candidates overcome longstanding admission record and National Identification Number (NIN) related challenges.
Aina disclosed this in an account of his first three months in office, highlighting the Board’s renewed focus on candidate welfare, improved service delivery, institutional efficiency and reforms aimed at strengthening the credibility of Nigeria’s examination and admission system.
According to him, more than 5,000 outstanding customer service tickets were cleared within his first five days in office, as part of efforts to address administrative bottlenecks and make the Board’s services more responsive to candidates, parents and other stakeholders.
He described the interventions as a demonstration of the Board’s commitment to practical problem solving, noting that many candidates had spent years struggling with admission record errors, NIN discrepancies and unresolved administrative issues that threatened their academic and career aspirations.
Through targeted interventions, particularly the NIN alignment initiative, the Board has helped thousands of affected candidates resolve these difficulties and pursue their educational ambitions.
Aina said his administration’s roadmap was built around a central principle: placing candidates at the heart of JAMB’s operations.
He explained that human and technological resources would be deployed to reduce the difficulties candidates encounter while accessing the Board’s services, preserve the credibility of its processes and strengthen public confidence in the institution.
The Registrar acknowledged the guidance of his predecessor, Prof. Is-haq Oloyede, whose insights, he said, provided valuable institutional knowledge and helped him understand the challenges confronting the Board.
He also expressed appreciation to President Bola Ahmed Tinubu, the Ministers of Education, the Board’s management and staff, tertiary institutions, regulatory agencies, professional associations, Computer-Based Test (CBT) centre operators, security agencies, the media and other service partners for their support.
Looking ahead, Aina disclosed that his administration was planning further reforms to make the Unified Tertiary Matriculation Examination (UTME) more purposeful, simplify admission processes for tertiary institutions and improve public access to JAMB services.
He said the Board would intensify the digitisation of its operations to reduce unnecessary physical visits to offices and service centres, while strengthening the reliability, resilience and security of its digital platforms.
The Registrar further revealed that preparations for the 2027 UTME would feature innovations designed to improve examination administration, eliminate avoidable difficulties and enhance candidates’ overall experience.
He assured stakeholders that the Board would remain accountable and responsive in addressing operational challenges, adding that legitimate contributions and entitlements of service partners would also receive appropriate attention.
Beyond operational improvements, Aina said JAMB would pursue reforms to enhance the international relevance of Nigeria’s tertiary admission processes and support the growing global recognition of Nigerian institutions.
He noted that the Board was also considering the restructuring of its assessment framework to place greater emphasis on critical thinking, practical competencies, problem solving and life skills in line with contemporary global expectations and labour market demands.
According to him, the objective is to move away from an examination culture that places excessive emphasis on memorisation towards one that identifies and rewards genuine intellectual ability and competencies required to thrive in a rapidly changing world.
Aina emphasised that sustainable institutional excellence must depend on strong systems, effective partnerships and accountable personnel rather than the personality of whoever occupies the office of Registrar.
He urged JAMB staff to embrace innovation, improve service delivery and sustain their commitment to building an institution capable of delivering excellence beyond individual administrations.
Reaffirming his administration’s commitment to candidates, he said every applicant deserved to be treated with dignity, empathy and fairness, while legitimate complaints should receive timely attention and practical solutions.
The Registrar described his first three months as a period of understanding institutional challenges, consolidating existing strengths and laying the groundwork for more ambitious reforms.
He said the next phase of his administration would focus on deepening the reforms, consolidating the gains already recorded and delivering greater value to Nigerians.
