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