Vol. 1. Aug Aug enewsletter from SSC. Student Service Centre Indira Gandhi National Open University New Delhi

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1 Vol. 1 Aug Aug.2017 An enewsletter from SSC Student Service Centre Indira Gandhi National Open University New Delhi

2 Vol.1 Aug Aug.2017 Contents: About SSC Face to face Pre-admission Counselling Admission Counselling on Gyan Vani Student Grievance Redressal Week Student Support at SSC Computer Training Workshop on Communication Skills Training Series: RTI MIS Online Portal Constitution of Hindi Committee Sensitization Workshop Series: in dealing with PwDs and the Elderly In-house Workshop Series Inauguration of Science Centre Science Centre Coordinating Group Meetings SSC at the 30 th Convocation Admission Counselling: MBA, BSc(N), BEd Editor: Dr. Bini Toms Content Coordination Committee Chairperson: Members: Dr. Bini Toms, Director Dr. Yasmin, AD Dr. Bir Abhimanyu K., AD Mr. Sunder Singh, AR Mr. S.B. Thapa, SO Mr. Harish Kumar, PA Secretarial Support: All SSC staff

3 Open and Distance Learning (ODL) system is said to be more learner-centric than the conventional system. In other words, the system is oriented towards the need of the learners; the learners being our main focus. Moreover, the phenomenal growth of IGNOU, both horizontal and vertical, has brought in its trail some issues, problems and causes of concern for the learners. While every Regional Centre and Study Centre, provides support to the learners, it was felt that a Centre should be created at IGNOU headquarters dedicated solely for the purpose of providing learner support in the form of attending to their queries, grievances and if necessary helping them out with suitable guidance and counselling. It was also felt that there should be an exclusive space at the University headquarters where the learners would get an opportunity to meet their peers and if necessary, the faculty. In view of above, the Student Service Centre was established in the year 1999 and was dedicated to the memory of IGNOU's Founder Vice- Chancellor, Late Prof. G. Ram Reddy. SCHOOLS Student Grievance Redressal Network of IGNOU SED & SRD SSC ACD/ADMN./ OTHERS RSD Towards Zero Grievance Mission of Student Service Centre The Student Service Centre (SSC), located at IGNOU headquarters, is an interface between the learner and the University. SSC strives to provide the right information at the right time, to facilitate and provide support services for the divergent learner population, to redress grievances at every stage and thus tries to bridge the gap between the organization and the learner. Queries and grievances are received at SSC through various modes, namely, by fax, post, in person, s/sms, telephone calls, whatsapp and on-line Portals. H E L P D E S K A T R C s PG Portal (CPGRAMS) S F C s a t S C s RTI MIS Portal UGC Online Grievance Portal National Scholarship Portal Letters Fax Phone calls Face to face IGNOU Portal (igram) INGRAM Vision of Student Service Centre SSC envisions an effective grievance redressal network of IGNOU to achieve Zero Grievance and Absolute Student Satisfaction. Besides the Public Grievance Portal and the UGC Online Student Grievance Portal, SSC has started handling the RTI-MIS Portal, Online Admission Grievances, National Scholarship Portal, Delhi Govt. Scholarship Portal, INGRAM, igram and Delhi Govt. Public Grievance Monitoring System, as the Nodal Unit in coordination with various Divisions/Schools/Centres at IGNOU.

4 SSC offers pre admission and post admission Support Services including Sale of Students Handbook & Prospectus for various programmes of the University. The Centre also provides support on different academic issues to learners/prospective learners including career counselling and guidance when required. SSC constantly tries to address the causes and consequences of student grievances and works with the motto of maintaining zero grievance and advancing a culture of safety, transparency and justice; thereby trying to improve student experience and satisfaction. For the Student Service Centre, the priority is not just disposing off the grievances but going into the depth of the student problem and trying to resolve it to the satisfaction of the student. For the same, regular initiatives are taken (lectures/workshops)) to create sensitization among staff about organizational and work ethics so as to prevent turning of an enquiry into grievance, encourage teamwork spirit and handholding and going that extra mile for the students. Initiatives/Activities by SSC to Provide Effective Support Services to Learners Face to Face Pre-admission Counselling is conducted by SSC to familiarize and guide the prospective learners about the procedures involved before and after enrolment into an IGNOU programme. As a part of the ongoing process to facilitate learners, Pre-admission Counselling was conducted by SSC on to familiarize and guide the prospective learners about the procedures involved before and after enrolment into an IGNOU programme. For the same, a Ready Reckoner was also prepared and distributed to students. Proactive and regular follow ups are made with Schools/Regional Centres/Divisions concerned through s and telephone calls for attending to student queries/grievances in order to ensure minimum average disposal time. Nodal persons have been identified at each Regional Centre/School/Division, thereby establishing/strengthening linkages in the Grievance Redressal Network of the University. As a result of effective coordination with the Schools, Divisions, Cells and Units, IGNOU is steadily moving towards attaining zero grievance.

5 For redressal of grievances and counselling of enrolled students, Student Grievance Redressal Week was organized with participation from RSD, SED, SRD, MPDD and the Schools from rd September Large number of students benefitted from this opportunity created by the University. ASHRAY

6 Slide show on the various support services and programmes offered by the different Schools of Study is regularly played at the front building of SSC for information to visitors and prospective learners. Information brochures of Schools are also displayed for visitors. Personalized support and handholding for IGNOU learners and visitors: SSC provides guidance for filling of various forms and provides the requisite forms like admission, examination, credit transfers, re-registration, reevaluation, change of name, change of address etc. to students. Staff at SSC also try to provide personalized assistance and prompt and instant information to students by using social network tools like whatsapp, SMS, mobile/telephone calls, s etc. SSC also functions as the single window for the different scholarships of the University. Counselling activity has been planned in a bigger way and is now taking place regularly through Gyan Vani also. Every month Preadmission Counselling is carried out by resource persons from SSC at Gyan Vani. Officials from RSD, SED, SRD are also invited from time to time. Lost and Found Box: Several students and general aspirants visit SSC on daily basis and it is observed that at times visitors forget their belongings at the SSC premises. To ensure safe delivery of lost items to the concerned, SSC maintains a Lost and Found Box. Feedback/Suggestions/Comments Box: SSC has a provision for Feedback/Suggestions/Comments form for visitors which encourages the learners to write their views and drop the same into the dedicated drop box. If the feedback pertains to Schools or other Divisions or Centres, the same is forwarded to the concerned for their perusal.

7 Trainings and Workshops for Capacity Building of Staff to Provide Efficient and Effective Support Services to Learners ASHRAY SSC organizes trainings and workshops for capacity building of staff so that they are able to provide efficient and effective support services to learners. A Computer training programme for the staff of SSC was held on with resource persons from the Computer Division. A Workshop on developing communication skills with special focus on handling student related queries and grievances, was held at SSC for SSC staff on Officials from RSD, P&DD and Schools were the resource persons.

8 SSC has initiated the conduct of training programmes in coordination with DOPT on the use of RTI MIS Online Portal for IGNOU officials. So far, two training programmes on the use of RTI MIS Online Portal for six CPIOs each on and at DoPT, Lok Nayak Bhawan, New Delhi have been arranged by SSC. As per feedback the trainings were quite fruitful. SSC has also initiated a sensitization workshop series in conjunction with the National Centre for Disabilities Studies (NCDS) with the first in the series held on The aim of this initiative was to sensitize and educate employees in dealing with PwDs and the Elderly so as to provide effective support services to them. Representatives from various Divisions at headquarters and RCs of Delhi-NCR, participated in the programme.

9 A Hindi Committee was constituted at SSC on for taking up initiatives for sensitization and education on the use of Hindi as an official language. ASHRAY From January 2017 onwards, SSC has started in-house workshop series on the 2 nd and 4 th Tuesdays of every month, for capacity building of SSC staff and to acquaint each team member of the overall functioning of SSC. SSC is the coordinating unit for the Science Centre, established on IGNOU Campus by Agastya International Foundation under IGNOU-AIF MoU signed on The Science Centre aims at providing hands on science experience and exposure to children, especially those from govt. schools and the community around IGNOU campus. IGNOU has collaborated in this activity as part of its social responsibility. The Science Centre was inaugurated on the occasion of IGNOU s foundation day on by the Hon ble Vice Chancellor, Prof. Ravindra Kumar.

10 As the Convenor of the coordinating group of the Science Centre, meetings are regularly conducted by SSC to take stock of the activities carried out by the Science Centre and to suggest ways to enhance effectiveness of its activities. To give the SSC staff and visitors food for thought on professional ethics and moral values and for a feeling of inclusiveness, a dedicated board for thought for the day has been identified. This board is also used to write a word in Hindi (Aaj ka shabd) with meaning in English, for the benefit of all.

11 As always, SSC took active part in the 30 th Convocation also; providing effective student support services and handholding the learners wherever required. The Hon ble Vice Chancellor, Prof. Ravindra Kumar at the SSC stall (Exhibition venue) on the occasion of the 30 th Convocation of IGNOU SSC facilitates students during Convocation Admission Counselling was conducted on 08/08/2017 for the students aspiring for MBA, BSc (N) and B.Ed. from IGNOU. Students turned out in huge numbers and made use of the opportunity. Faculty from SOMS, SOHS and SOE along with resource persons from RSD, SRD and SSC contributed to making the programme a huge success.

12 Contact us at: Phone: E mail: ssc@ignou.ac.in

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