Feedback Mechanism and Improved Service Delivery in the University System : A Study of Nnamdi Azikiwe University, Awka

Abstract

The need for a functional feedback mechanism as a pre-requisite for an enhanced performance in the University system cannot be overemphasized, as it creates an avenue needed for members of the university workforce to make significant inputs and suggestions aimed at improving the quality of services offered by the institution, which will further enhance the sustainable development of the society. It is pertinent to mention that genuine and sincere input from the workforce is priceless, hence the need for an effective and reliable feedback system that will allow and encourage the workers to conveniently and effortlessly rate and review the services and working conditions of the institution. This study adopts systems theory as a framework for analysis, data was gathered from both Primary and Secondary sources, Purposive sampling was used to elicit relevant information from members of the staff, The study revealed that although there are already established forum for feedback mechanism in the university system such as Departmental board meetings, Senate meetings and even the Vice Chancellors contact being made readily available to the public, the issue of safety and convenience makes a lot of people to refrain from using these platforms as means of feedback. The study, recommends the adoption and use of some technologically advanced computer applications like the "Contact Monkey", capable of preserving the identity of the informants for anonymous ratings and feedback among others, to air their view with ease on some working conditions, without the fear of repercussion.