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🎓 iGRAM-Style Grievance Redressal for a National University — Faster, Transparent, SLA-Driven

🎓 Case Study: Building a Digital Grievance Redressal Platform for a National-Scale University

Delivered by: CPD Technologies

🚩 The Challenge

A large open university with nationwide reach struggled to respond to student queries across regional and study centers. Manual processes made it hard to track complaints, ensure timely responses, and provide transparent status updates to learners.

  • Queries dispersed across emails/desk counters; no unified tracking.
  • Delayed resolutions due to volume and multi-center routing.
  • Lack of real-time visibility for students and administrators.

💡 Leadership Intervention

CPD Technologies, mapped the complete grievance lifecycle and designed a single-window, SLA-driven platform so every learner could file, track, and receive resolutions quickly and transparently.

⚙️ The Solution: Unified Grievance & Tracking System

  • Central Submission Portal: Students lodge grievances linked to their region/program/center.
  • Unique Tracking ID (GTN): Instantly generated number to check live status anytime.
  • SLA-Driven Workflow: Auto-routing to the correct center with defined response timelines.
  • Auto Escalations: Unresolved cases escalate to higher authorities beyond SLA.
  • Real-Time Dashboards: University leadership monitors pending, resolved, and turnaround time.
  • Automated Notifications: Email/dashboard updates at every stage until closure.
  • Audit Trails: Time-stamped logs for accountability and policy compliance.

🎯 Student Charter Alignment

The platform reinforces the university’s commitment to timely service, competent support, reliable information, respect & courtesy, and an effective feedback mechanism.

🚀 Impact

  • Faster resolution: Significant reduction in average response and closure times.
  • Transparency: 24×7 self-service tracking via GTN; fewer repeat visits/calls.
  • Accountability: SLA adherence and automatic escalations drive timely action.
  • Central oversight: Data-led governance with actionable MIS and trends.
  • Learner focus: Students spend more time on studies, less on chasing queries.

💬 In Summary

CPD Technologies delivered a scalable grievance redressal system that transforms how a national university serves its students—making the process traceable, time-bound, and student-first, even at massive scale.

CPD Technologies
Education Digitization | ERP for Universities | Public Service Automation

📞 +91 8800159719
💬 WhatsApp | 📩 info@cpdtechnologies.in | 🌐 www.cpdtechnologies.in

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