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          NUS Service Commitment

          In ensuring that our students receive a high quality educational experience that enables them to reach their full potential, NUS recognises that an efficient and effective administrative service is needed. We are thus committed to delivering our core services at our main service points at the following service levels:

          Admissions

          Attend to 90% of walk-in customers within 10 minutes of arrival during peak period from January to July

          Billing of Course Fee

          Send Notice of Payment email at least 2 weeks before scheduled deadline for fee payment

          Emails to NUS

          Respond to 90% of emails within 3 working days

          (Generic email accounts for public enquiries and feedback only)

          Feedback to NUS

          Resolve simple, clear-cut feedback within 3 to 5 working days;

          For complex feedback, an interim reply or update will be provided within 3 weeks

          Phone calls to NUS

          Answer 80% of calls within 30 seconds

          (Public Hotlines only)

          Student Services

          Student Service Centre
          Respond to 94% of emails within 3 working days

          Attend to 93% of walk-in customers within 8 minutes of waiting time

          Academic Administration

          Collection of Degree Scroll

          Degree scrolls not collected during the commencement ceremonies are available for collection at Registrar’s Office from 2pm on the working day immediately after the last day of the ceremonies

          General Enquiry

          Reply to email within 3 working days. An additional 1 working day is required for the following busy periods:

          • 2 weeks before the start of, and during each registration exercise
          • 2 weeks before the start of, and during Commencement

          Processing of Online Transcript Requests

          Within 4 working days for non-graduating programmes;

          Within 5 working days for graduate degrees and

          Within 7 working days for undergraduate degrees

          An additional 2 working days is required for the following busy periods:

          • 2 weeks before start of each examination and during examinations
          • 2 weeks before start of Commencement and during Commencement

          Processing time excludes delivery time by post.

          Non-Academic Services

          Dining Services

          All stall operators and helpers are to attend WDA Food Hygiene Course

          Health Services

          Process Medical Report within 7 working days subject to completion of medical tests and satisfactory tests results

          Process students insurance claim within 5 working days, with reimbursement within 6 weeks upon receipt of all required documents and information

          Internal Shuttle Bus Services

          At least 95% of bus trips are on schedule

          80% of buses will arrive in 10-minute frequency during peak period;

          85% of buses will arrive in 20-minute frequency during non-peak period

          Security Services

          Security resources will arrive at the scene within 12 minutes of activation at least 90% of the time

          Study and Learning Support

          IT Support

          IT Care Service Desk
          Answer 90% of calls within 25 seconds
          Respond to 90% of emails within 8 business hours

          Integrated Virtual Learning Environment (IVLE)
          Ensure 24/7 availability with an uptime of 99.9%

          Webcast Services and eLearning
          Maintain an uptime of 99.9% for systems providing Webcast Services and for eLearning Week

          Library

          Keep to the library opening hours published on the portal

          Provide access to the library portal and Library Integrated Catalogue (LINC) 99% of the time

          Provide access to subscribed e-resources 99% of the time

          Answer service telephone lines within 30 seconds 95% of the time

          Attend to in-person queries within 3 minutes 95% of the time

          Resolve simple and clear-cut queries and feedback within 1 to 3 days ; reply and close complex queries and feedback within 5 to 7 days

          Make available all books returned at the Loans Desk within 30 minutes 95% of the time

          河北11选5开奖记录

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