Devi Ahilya Vishwavidyalaya (DAVV) in Indore has reported a highly successful launch of its digital grievance redressal system. The university's newly introduced e-Samadhan mobile application has achieved a resolution rate of over 90 percent within its first three weeks of operation.
Impressive Initial Results and Resolution Focus
Out of the first 80 complaints lodged by students through the app, university authorities successfully addressed more than 70. This translates to a resolution rate exceeding 90 percent, marking a strong start for the digital initiative. Only four complaints remain pending, primarily due to technical glitches or issues requiring more complex solutions. Officials are confident these will be cleared by the week's end.
A weekly review mechanism has been established to monitor complaints. This process helps the administration assess response times, pinpoint technical problems, and understand the common themes in student grievances. According to university officials, this exercise has been instrumental in improving inter-departmental coordination and gaining a clearer insight into student concerns.
Key Features and Future Expansion
Vice-Chancellor Professor Rakesh Singhai emphasized that the app was designed to simplify and accelerate the grievance process for students. "When complaints come online, students do not need to visit the campus repeatedly. It saves their time and allows us to respond in a fixed time frame," he stated. The university is committed to refining the system for greater effectiveness.
The scope of the e-Samadhan platform is set to widen soon. University officials announced that the app will begin accepting complaints related to hostels, libraries, and laboratories, expanding beyond its current focus.
Reducing Dependency on External Helplines
A significant and immediate impact of the app's launch has been a noticeable reduction in complaints filed through the Chief Minister's Helpline regarding university matters. Officials reported a decline of nearly 25 percent in DAVV-linked grievances on the CM Helpline since the app went live. "We review CM Helpline complaints every week, and the impact of the app is clearly visible," confirmed university representatives.
Examination Controller Ashesh Tiwari noted that the university is prepared for an increase in complaints as awareness of the app grows among the vast student body. "More than 90 percent of the complaints received so far have been resolved. The remaining cases are also being addressed, and we will increase our response capacity as the number of complaints rises," he assured.
Notable Details of the e-Samadhan Initiative
The data from the initial phase reveals the primary concerns of students:
- Nearly 70% of the complaints pertained to academic documents like degrees, migration certificates, and marksheets.
- Other issues included withheld results, delays in review results, and concerns about the improper evaluation of answer sheets.
The app, launched last month, is accessible via a link on the official DAVV website and can be downloaded using a provided QR code. It serves students from the university's 250 affiliated colleges and 34 teaching departments, encompassing a population of approximately 2.5 lakh students. The university claims that issues related to academic documents can expect a resolution within three to five working days. To ensure sustained oversight, the formation of a special committee to monitor grievances is also in the pipeline.
