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            1. 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

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