1. To provide inclusive and equitable academic and administrative support to students.The Student Services Centre (SSC) is committed to ensuring that every student, regardless of their background, location, or circumstances, has equal access to IGNOU’s academic and administrative services. By adopting learner-centric policies and practices, SSC bridges gaps in service delivery, ensuring that all students—whether urban or rural, national or international—receive the support they need to thrive. This commitment to inclusivity fosters a level playing field for all learners.
2. To establish effective communication channels between the University and its stakeholdersCommunication is at the heart of SSC’s operations. The Centre serves as a single-window interface, providing accurate and timely information to students and stakeholders through diverse platforms, including emails, phone lines, online portals, and in-person interactions. Additionally, SSC uses modern tools such as interactive radio counselling, video programs, and its YouTube channel to disseminate important updates. These initiatives ensure that students remain informed and engaged throughout their academic journey.
3. To address and resolve grievances promptly and transparently by collaborative efforts with the Operational Divisions and Schools of Studies of IGNOUSSC employs a robust grievance redressal mechanism to address student concerns effectively and efficiently. By working in close coordination with operational divisions such as Admissions, Examinations, and Student Evaluation, as well as Schools of Studies, SSC ensures a transparent resolution process. Leveraging platforms like CPGRAMS, iGRAM, INGRAM and UGC e-Samadhaan, grievances are tracked, prioritized, and resolved within stipulated timelines, reflecting SSC’s commitment to accountability and student satisfaction.
4. To advocate for student welfare in collaboration with internal and external stakeholdersRecognizing the diverse needs of its students, SSC actively liaises with internal divisions and external entities, including government ministries, scholarship agencies, and educational institutions, to promote student welfare. By facilitating scholarships through the National Scholarship Portal and working closely with ministries to address systemic challenges, SSC acts as a strong advocate for IGNOU learners, ensuring their welfare remains a priority at every level.
5. To enhance the learner experience through innovative service delivery methodsSSC continually innovates to elevate the quality of its services. By integrating technology into its operations, such as automated tracking systems for grievances, interactive media for outreach, and digital resources for academic support, SSC ensures a seamless and enriching experience for students. These innovations not only improve efficiency but also create a supportive and engaging environment for learners to succeed in their academic pursuits.

These objectives collectively drive SSC’s mission to provide outstanding support to IGNOU’s diverse learner base, ensuring their educational journey is both enriching and rewarding.

The Student Services Centre (SSC) was established in 1999 at the headquarters of Indira Gandhi National Open University (IGNOU) located in the national capital of India, New Delhi with a clear vision of centralizing and streamlining student support services. This initiative was driven by the need to create a cohesive system to address the diverse academic, administrative, and support requirements of the University's expansive and ever-growing learner base.

In its early years, SSC primarily focused on acting as a bridge between learners and the University, offering basic services such as addressing inquiries, managing student communications, and supporting academic processes. Recognizing the evolving needs of students spread across a geographically dispersed and diverse learner population, SSC gradually expanded its scope of operations.

Over the years, SSC has transformed into a dynamic and proactive hub, serving as the single-window interface for addressing student needs. Its growth has been marked by several milestones:

• Introduction of Grievance Redressal Mechanisms:
  SSC pioneered the establishment of structured grievance redressal systems to ensure timely and efficient resolution of student issues. From physical grievance handling to redressing grievances raised by students and other stakeholders on digital platforms such as CPGRAMS, iGRAM, UGC e-Samadhaan, INGRAM and RTI-MIS portals, SSC has consistently modernized its approach to grievance management.
• Liaison with Operational Divisions:
  SSC assumed the role of a crucial liaison between IGNOU’s operational divisions—Student Registration Division, Student Evaluation Division, Material Production and Distribution Division, Regional Services Division, and the Schools of Studies, Units, Centres, Cells—to ensure equitable and timely delivery of academic and administrative services.
• Digital Transformation:
  The adoption of technology to streamline processes marked a significant phase in SSC’s history. From launching its own YouTube channel to enhance outreach, to leveraging interactive platforms for real-time grievance tracking and redressal, SSC has embraced digital tools to serve learners better.
• Commitment to Inclusivity:
  SSC has actively worked towards fostering inclusivity, particularly for learners with disabilities. As the Chairperson of the Equal Opportunities Cell, the Director, SSC has led initiatives to sensitize staff and faculty, ensuring an accessible and supportive learning environment for all. As the Anti-Discrimination Officer of IGNOU, Director, SSC is committed to fostering an environment of inclusivity, equity and respect for all. This roe ensures that every learner and stakeholder of IGNOU has equal access to academic and administrative services irrespective of their background, identity or circumstances. By actively preventing discrimination in any form and addressing concerns with fairness and sensitivity, SSC upholds IGNOU’s values of diversity and social justice.
• Collaborative Expansion:
  SSC has also collaborated with external stakeholders, including government ministries, scholarship agencies, and other educational institutions. These partnerships have strengthened SSC’s ability to advocate for student welfare and provide additional resources and opportunities to learners.
  Today, SSC stands as a testament to IGNOU’s unwavering commitment to its students. What began as a centralized support initiative has now evolved into a comprehensive framework encompassing proactive grievance redressal, outreach, advocacy, and operational excellence. The Centre continues to adapt to the changing landscape of education, ensuring that IGNOU’s learners receive support that is both responsive and relevant to their needs.
  By building on this strong foundation, SSC remains a vital part of IGNOU’s mission to democratize education and enhance the overall learner experience, further solidifying its legacy of service excellence.

Dear Students and Stakeholders,

Greetings from the Student Services Centre (SSC) at IGNOU!

Student support lies at the heart of the educational philosophy of Indira Gandhi National Open University. As the world's largest open and distance learning university, IGNOU has consistently upheld the principle that access to education must be accompanied by meaningful academic engagement, responsive institutional systems, and an unwavering commitment to learner success. Student Support Services (SSC) embodies this philosophy by serving as a vital bridge between the University's academic vision and the lived experiences of its diverse learner community.

The mandate of SSC extends far beyond grievance redressal. While ensuring timely, transparent, and effective resolution of learners' concerns remains one of our core responsibilities, our larger mission is to cultivate an enabling ecosystem in which every learner feels informed, supported, empowered, and connected throughout their educational journey. We strive to transform student support from a reactive administrative function into a proactive institutional culture grounded in empathy, accessibility, accountability, and continuous quality enhancement.

In an era shaped by digital transformation, interdisciplinary learning, and the aspirations of the National Education Policy 2020, learner support must evolve as an integrated framework that complements academic excellence with administrative efficiency and human sensitivity. SSC is committed to strengthening this framework by fostering seamless coordination among the University's Schools of Studies, Regional Centres, Learner Support Centres, administrative divisions, and technology-enabled platforms. Such collaboration enables us to anticipate learners' needs, simplify institutional processes, promote timely communication, and facilitate holistic academic progression.

Every learner who joins IGNOU brings with them a unique aspiration and a distinct life journey. Our endeavour is to ensure that these aspirations are nurtured through an inclusive, responsive, and learner-centric support system that inspires confidence, promotes equity, and enriches the overall learning experience.

Together with all our stakeholders, we remain committed to building a culture where student success is not merely an institutional objective but the defining measure of our collective excellence.

Student Service Centre (SSC),
Indira Gandhi National Open University (IGNOU) Headquarters,
Maidan Garhi, New Delhi – 110068
Phone: 91-011-29572514, 29572516, 29572511, 29572504, 29572505.

The Student Services Centre (SSC) plays a pivotal role in enhancing the efficiency and inclusivity of services provided by IGNOU. By acting as a central liaison among internal divisions, regional centres, and external agencies, SSC ensures seamless communication, efficient processes, and robust student support mechanisms. The following points elaborate on its core functions:

1. Efficient Grievance Redressal Mechanisms
   SSC spearheads the grievance redressal process, leveraging multiple platforms such as CPGRAMS, iGRAM, UGC e-Samadhaan, and RTI-MIS to receive and resolve student grievances. The Centre coordinates with operational divisions like Admissions, Examinations, and Student Evaluation to address issues promptly and transparently. Dedicated nodal officers are tasked with grievance management to ensure timely responses and resolutions, contributing to an above 90% redressal rate on all portals.
2. Advocacy for Scholarships and Financial Aid
   Recognizing the financial challenges faced by students, SSC actively advocates for their welfare by facilitating scholarships and financial aid. The Centre works closely with government agencies and the National Scholarship Portal, guiding students through the eligibility and application processes. SSC’s initiatives have enabled a significant number of learners to access financial support, empowering them to continue their education without financial constraints.
3. Coordination of Special Campaigns and Initiatives
   SSC plays a key role in executing university-wide and government-mandated campaigns, such as the Special Campaign for Grievance Redressal. These campaigns involve detailed planning and collaboration with all IGNOU divisions and regional centers to achieve zero pendency in grievance resolution. SSC also submits comprehensive reports on campaign outcomes to the Ministry of Education, showcasing its commitment to excellence and transparency.
4. Capacity Building for Staff to Improve Service Delivery
   SSC invests in the professional development of its staff through regular capacity-building and sensitization workshops. These workshops focus on enhancing skills in grievance redressal, effective communication, and the use of digital tools. By equipping staff with the latest knowledge and techniques, SSC ensures consistent and high-quality service delivery to IGNOU’s diverse student population.
5. Outreach through Interactive Programs, Workshops, and Digital Platforms
   SSC prioritizes engaging with students and stakeholders through a variety of outreach initiatives. Monthly Interactive Radio Counseling (IRC) sessions and two-way audio, one-way video TV programs address queries and provide valuable insights into IGNOU’s services. The SSC YouTube channel offers regular updates on academic schedules, examination tips, and student support services, making information accessible to a global audience. Additionally, workshops for students and staff foster a culture of continuous learning and improvement.

By fulfilling these roles with dedication and innovation, SSC reinforces IGNOU’s mission of inclusivity, accessibility, and academic excellence for all learners.

Over 90% grievance redressal rate across all major portals, including CPGRAMS, iGRAM, INGRAM and UGC e-SAMADHAAN.

• Successful implementation of the Government of India’s Special Campaign for Grievance Redressal with zero pendency reports.
• Organization of over 50 Interactive Radio Counselling and TV programs, enhancing outreach and student engagement.
• Facilitation of access to scholarships for thousands of students through the National Scholarship Portal of the Government of India.
• Organisation of sensitisation and capacity-building workshops to enhance the skills and responsiveness of SSC staff.
• Regularly convening the Students Grievance Redressal Committee (SGRC) meetings.
• SSC has been adjudged the Best Centre of IGNOU for the period 2023-24. This prestigious recognition reflects SSC’s unwavering commitment to excellence in education, student centric initiatives and innovative practices.

Launch of the SSC YouTube channel for regular updates and student engagement.

• Drafting of a Standard Operating Procedure (SOP) for grievance redressal to ensure collaborative transparency and efficiency.
• Collaboration with external scholarship agencies to expand financial aid opportunities for IGNOU students.
• Special campaigns to address issues related to inclusivity and accessibility for students with disabilities.
• Innovative use of digital platforms for proactive communication and grievance tracking.

Regular Student Grievance Redressal Committee (SGRC) meetings to address inter-Divisional issues.

• Conducting sensitization workshops for staff to create a supportive environment for students from diverse population groups.
• Monthly interactive counselling programs via radio and TV to enhance awareness of IGNOU’s academic and administrative services.
• Coordination of grievance redressal efforts with IGNOU’s Regional Centres and Operational Divisions.
• Participation in university-wide initiatives such as the Gandhi Jayanti cleanliness campaign and Vigilance Awareness Week and transforming them into opportunities to enhance ownership and responsiveness towards the Vision and Mission of the University.