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percent each related with change of days. In this study it was found that 27.6
electives, synopsis/project related, percent learners received a response
refund of fee etc. Remaining 6.1 percent on the same day of filing their grievance
of grievances categorized as others while 32.7 percent learners received
were of miscellaneous nature like, their response in 03 days. 12.2 percent
evaluation of answer scripts, name/ learners received responses in 05 days,
address correction, examination form only 6.1 percent learners received their
submission etc. response in 10 days and in the rest 21.4
percent cases it took more than 10 days
The grievances in iGRAM are attended
to on a day-to-day basis. As per the to respond to learners.
University’s policy, the grievances It means in about 60 percent cases
received at iGRAM are to be responded learners received their responses within
to in three working days. In most of the 03 days of submitting their grievance at
cases at iGRAM the response is given to iGRAM which is as per the University’s
learners in 03 working days, however, in policy of responding to learners at
few cases where the information is to be iGRAM within 03 working days.
collected from another place like LSCs Objective 2: With reference to this
or from headquarter or in other cases objective feedback from the learners
where grievance is to be forwarded to were taken on various parameters
concerned division at headquarters, related to the availability of the ICT
the response is delayed by another few infrastructure /environment with them.

Table-2: Data of ICT infrastructure available with the iGRAM users

ICT infrastructure available Frequency Percentage Valid Cumulative
with learners Percentage Percentage

Device used Desktop 2 2 2 2
for internet Laptop 6 6.1 6.1 8.2
access Smart Phone 90 91.8 91.8 100

Place of Cyber Cafe 2 2 2 2
internet Home 91 92.9 92.9 94.9
access Office 5 5.1 5.1 100

Interpretation of table the internet on their smartphone, the
development of a dedicated mobile app
In response to the question regarding
devices used for internet access, 91.8 for iGRAM will increase the accessibility
percent learners said that they use of iGRAM.
smartphones for internet access, This study reveals that the maximum
6.2 percent use laptops and only 2.0 number of iGRAM users i.e. 92.9
percent use desktop for internet access. percent access the internet at home, 5.1
The present iGRAM portal is basically percent use the internet in office and
a desktop/laptop version. As more only 2 percent users visit cyber cafes for
than 90 percent of iGRAM users access internet access.

Indian Journal of Educational Technology 99
Volume 3, Issue 2, July 2021