Skip to main content

🎓 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

Labels:

Comments

Post a Comment

Popular posts from this blog

MCA Online Verification: How to Check Company Registration Instantly

How to Verify a Company Registration on the Ministry of Corporate Affairs (MCA) Portal: A Step-by-Step Guide The Ministry of Corporate Affairs (MCA) is responsible for regulating companies and business entities in India. Verifying a company's registration using online verification ensures its legitimacy and helps prevent fraud. The MCA portal provides an easy way to check company details, including registration status, directors, and compliance history. In this blog, we will guide you through the step-by-step process of verifying a company’s registration online. Why Verify a Company on MCA? Verifying a company’s details on the MCA portal is important because it helps: Confirm the authenticity of a registered business. Avoid fraudulent companies and scams. Check a company’s legal status before business transactions. Ensure compliance with regulatory filings. Step-by-Step Process to Verify a Company Online Follow these steps to check if a company is registered with the MCA: Step 1:...
Post a Comment
Read more

Online verification of NABL testing labs certificate accredited as per 17025 standard

 How to Verify the Authenticity of a NABL Accredited Testing Lab 17025 compliant. NABL (National Accreditation Board for Testing and Calibration Laboratories) is responsible for ensuring that testing and calibration labs in India maintain high standards. However, with so many labs claiming NABL accreditation, it is crucial to verify their authenticity. Here’s how you can do it in a simple and effective way. 1. Check the NABL Official Website NABL keeps an updated list of all accredited labs. To verify a lab: Go to NABL’s website: https://www.nabl-india.org Find the "Accredited Labs" section Search for the lab by name, certificate number, or test scope If the lab appears in the results, check its validity and accreditation details. 2. Verify the NABL Certificate Every NABL-accredited lab is issued a certificate, which includes: NABL Logo & Accreditation Number Lab Name and Address Tests and Calibrations Covered Expiry Date of Accreditation QR Code for Quick Verification Sc...
Post a Comment
Read more

PUC Online Verification: How to Check Your Pollution Under Control Certificate Instantly

How to Verify a Pollution Under Control (PUC) Certificate Online: A Step-by-Step Guide A Pollution Under Control (PUC) certificate is an essential document that certifies a vehicle’s emission levels are within the permissible limits set by the government. It is mandatory for all vehicle owners in India to have a valid PUC certificate . Performing online verification of a PUC certificate ensures its validity and helps comply with environmental regulations. In this blog, we will guide you through the step-by-step process of verifying a PUC certificate online. Why Verify a PUC Certificate? Verifying a PUC certificate is important because it helps: Ensure compliance with pollution control norms . Avoid fines and penalties for expired PUC certificates. Confirm that the certificate is genuine and issued by an authorized testing center. Promote environmental safety by reducing vehicle emissions. Step-by-Step Process to Verify a PUC Certificate Online Follow these steps to check...
Post a Comment
Read more