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on performance, online examinations, non-linear, interactive in nature, and
declaration of results, granting of never closed (Schaupp et al., 2010; West,
certifications, redressal of grievances, 2008). The current development of
etc. It ensures the delivery of time-bound e-government services has opened new
and reliable quality of student services opportunities to deliver information
and grievance redressal; fines or other and services more conveniently and
penalties or actions may be suitably cost effectively to the citizens (Wang and
levied on the concerned persons if not Shih, 2009). Nowadays the existence of
delivered as promised. an online system to redress grievances
of the public is an integral part of
Review of the related literature E-Government.
Mukerji, S. and Tripathi, P. (2005), While studying e-governance systems
deliberated in detail about the different already in use at Indira Gandhi National
dimensions of the quality education Open University (IGNOU) for delivering
through open and distance learning various student support services online,
institutions in India with the primary Bhatnagar (2013) concluded that IGNOU
focus on the student support imparted needs to allocate more to its ICT budget
at different levels i.e. Learner Support so that learners and facilitators in its
Centres, Regional Centres, HQ etc. ODL system can seamlessly interact and
Arambewela et al. (2005) indicated that gain in the process.
the quality of education, adequacy of During their study on learner’s
student facilities, reputation of the expectations on future education
institutions, marketability of degrees policies Gowthaman et al. (2017) found
for better career prospects, and the that nearly 83.5percent of the learners
overall customer value provided by the preferred online grievance submission
universities were the most important and redressal and recommended that
factors that had a strong impact on the ODL policy should incorporate
student satisfaction. It was revealed technology driven student support.
that students, in general, were satisfied Flores (2017) highlighted that support
with teaching quality and the quality of resources must be available at all times
lecturers, but were unhappy with the for the distance courses and a grievance
university support and facilities.
procedure should always be available
The use of the Internet in the operation for learners, including electronic faculty
of government institutions has been course evaluations.
emphasized by many workers (Cohen Santosh and Dixit (2018) discussed
and Eimicke, 2002; Jorgensen and Cable, e-governance in the context of distance
2002). The worldwide explosion and education and stated that effective use
acceptance of the Internet has shaped of ICT in the education sector will help
several implications for the public in enhancing the efficiency, bringing in
sector. Rather than duplicating their transparency and cost reduction.
traditional brick and mortar equivalents, Subrahmanyam (2018) while discussing
government agencies with digital use of technology for learner support
delivery systems are non-hierarchical,

94 Indian Journal of Educational Technology
Volume 3, Issue 2, July 2021