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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:


        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


        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