Deadlines that move up the chain on their own
A deadline only matters if someone notices when it is missed. Zxseva sets a deadline for every grievance type, reminds the officer before it runs out, and escalates the case to the next level the moment it is late. No one has to remember to chase.
- 3escalation levels per grievance type
- 50% · 90%reminders before the deadline
- 09:00daily summary for senior officers
| Grievance type | Deadline | Level 1 | Level 2 | Level 3 |
|---|---|---|---|---|
| Open manhole | 6 h | AE Sewerage | Executive Engineer | Municipal Commissioner |
| Water supply disruption | 24 h | AE Water Works | Executive Engineer | Additional Commissioner |
| Garbage not collected | 24 h | Sanitary Inspector | Zonal Officer | Health Officer |
| Streetlight not working | 48 h | JE Electrical | AE Electrical | Executive Engineer |
| Pothole on road | 72 h | JE Roads | AE Roads | Chief Engineer |
#G-8790 Water leakage, Ward 7
- Mon 08:10 Filed, assigned to AE Water Works · due in 24 h
- Mon 20:10 50% of time used · reminder sent to officer
- Tue 08:10 Deadline missed · escalated to Executive Engineer
- Tue 09:00 Included in the daily summary for the Additional Commissioner
SLA Escalations
Accountability that does not depend on memory
Deadline per grievance type
Six hours for an open manhole, 24 hours for no water, 72 hours for a pothole. You set the rules to match your citizen charter or Public Services Guarantee Act.
Reminders before it is late
Officers are reminded at 50% and 90% of the time used.
Automatic escalation
Missed deadlines move to the next level with no manual step.
Up to three levels
Junior Engineer to Assistant Engineer to Executive Engineer, or any chain you define.
Daily summary
Senior officers get one message each morning: what is overdue, with whom, for how long.
Working hours and holidays
Clocks can run in working hours only, with your gazetted holiday list.
Lawful pauses
Pause the clock when waiting on the citizen, with a reason that the citizen sees.
Cannot be switched off quietly
Changes to deadlines and chains are logged and visible to administrators.
How it works
How a late case climbs the chain
- 01
Clock starts
The deadline begins when the case is assigned, based on its type.
- 02
Reminders
The officer is reminded at 50% and 90% of the time used.
- 03
Escalation
At 100%, the case moves to the next officer, marked in red.
- 04
Summary
The case appears in the morning summary until it is closed.
Good to know
The details officers and citizens ask about
Escalation does not take the case away from the first officer. Both see it until it is closed.
Deadlines can follow your state’s Public Services Guarantee Act timelines.
Every escalation is time-stamped and stays in the case history.
60-day free pilot
Start with one department. See the difference in 60 days.
One department or up to 20 wards. No payment details, no commitment. Your data is exported to you if you stop.
- Day 1Workspace liveWards, departments and officers loaded
- Day 15First grievancesWhatsApp and helpline switched on
- Day 45Escalations runningDaily summaries reach senior officers
- Day 60Review the numbersOn-time rate, ratings, reopen rate