Grievance Management
Track and resolve citizen grievances
Resolution Performance
Current resolution metrics
- Average Resolution Time
- 36 hrs
- SLA Compliance
- 92%
- First Response Time
- 4.2 hrs
- Citizen Satisfaction
- 4.3/5
Resolution Bottlenecks
Areas needing attention
- Water Department - Pipe Repairs+48h avg
- Roads Department - Pothole Filling+24h avg
- Sanitation - Garbage Collection+12h avg
- Electricity - Power OutagesOn target
Grievance Sources
Distribution by source channel
Department SLA Performance
Current performance against service level agreements
Water Supply
85%
Sanitation
92%
Roads
78%
Electricity
95%
Public Transport
88%
Parks & Recreation
90%
Public Safety
96%
Overall
92%
| ID | Category | Source | Status | Priority | Assigned To | Due Date | SLA Status | |||
|---|---|---|---|---|---|---|---|---|---|---|
GR-2023-001 | Water leakage in main pipeline | Water Supply | Mobile App | Resolved | High | John Doe | 2023-05-13 | On Track | ||
GR-2023-002 | Pothole causing accidents | Roads | Web Portal | In Progress | High | Jane Smith | 2023-05-14 | At Risk | ||
GR-2023-003 | Garbage not collected for a week | Sanitation | WhatsApp | Assigned | Medium | Mike Johnson | 2023-05-15 | On Track | ||
GR-2023-004 | Frequent power cuts in the area | Electricity | Phone Call | New | Medium | Unassigned | 2023-05-16 | On Track | ||
GR-2023-005 | Bus stop shelter damaged | Public Transport | SMS | Escalated | Low | Sarah Williams | 2023-05-12 | Breached | ||
GR-2023-006 | Street light not working | Electricity | Social Media | Pending | Low | John Doe | 2023-05-11 | Breached | ||
GR-2023-007 | Sewage overflow on street | Sanitation | IVR | In Progress | Critical | Mike Johnson | 2023-05-13 | At Risk | ||
GR-2023-008 | Park equipment damaged | Parks & Recreation | Mobile App | Assigned | Medium | Jane Smith | 2023-05-14 | On Track | ||
GR-2023-009 | Traffic signal malfunction | Roads | Web Portal | Resolved | High | Sarah Williams | 2023-05-12 | On Track | ||
GR-2023-010 | Water contamination reported | Water Supply | WhatsApp | Escalated | Critical | John Doe | 2023-05-10 | Breached |
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