SLA Management
Service Level Agreement (SLA) management ensures timely resolution of grievances.
SLA Configuration
Default SLAs by Priority
| Priority | Resolution Time | Escalation Time |
|---|---|---|
| Urgent | 24 hours | 12 hours |
| High | 3 days | 48 hours |
| Normal | 7 days | 5 days |
| Low | 14 days | 10 days |
Category-Based SLAs
Different categories may have custom SLAs:
- Infrastructure: 5 days (Normal)
- Water Supply: 3 days (Normal)
- Electricity: 2 days (Normal)
- Sanitation: 4 days (Normal)
SLA Tracking
Automatic Tracking
- System calculates deadline on submission
- Tracks time remaining
- Sends reminders at milestones
- Auto-escalates on breach
Milestones
- 50% Time Remaining: First reminder
- 25% Time Remaining: Second reminder
- 10% Time Remaining: Final warning
- 0% Time Remaining: Auto-escalation
Escalation Rules
Level 1: Department Head
- Triggered at 80% of SLA
- Notification to department head
- Review required
Level 2: City Administrator
- Triggered at 100% of SLA
- Notification to city administrator
- Mandatory review
Level 3: Mayor's Office
- Triggered at 120% of SLA
- Notification to mayor's office
- Priority intervention
SLA Compliance Metrics
Dashboard Metrics
- Overall Compliance: Percentage of on-time resolutions
- By Priority: Compliance by priority level
- By Category: Compliance by category
- By Department: Department-wise performance
Calculation
SLA Compliance = (On-time Resolutions / Total Resolutions) × 100
Extensions
Request Extension
- Open grievance
- Click "Request Extension"
- Provide justification
- Set new deadline
- Submit for approval
Approval Process
- Department head reviews
- Can approve or reject
- Auto-approved for urgent cases
- Notification sent to citizen
Breach Handling
Automatic Actions
- Status changed to "SLA Breached"
- Escalation triggered
- Notification to higher authority
- Citizen informed
Manual Resolution
- Update status
- Add explanation
- Set new deadline
- Document reason
Reports
SLA Compliance Report
- Overall compliance rate
- By department
- By category
- By priority
- Trend analysis
Breach Analysis
- Number of breaches
- Common causes
- Department performance
- Improvement recommendations
API Endpoints
Get SLA Status
GET /api/grievances/{id}/sla
Request Extension
POST /api/grievances/{id}/sla/extension
Get Compliance Metrics
GET /api/grievances/sla/compliance?department=dept-123&period=monthly
Best Practices
- Monitor Regularly: Check SLA dashboard daily
- Proactive Management: Address issues before breach
- Clear Communication: Keep citizens informed
- Document Extensions: Maintain proper records
- Analyze Trends: Identify patterns and improve