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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