One intake, many channels
Mobile app, citizen web, QR at events, call centre, surveys, community channels and manual control-room entry all land in the same queue.
Solutions · Service Delivery
An issue is not resolved because someone clicked a status.
Civiq.plus treats resolution as something that has to be demonstrated. Where it is relevant, closing an issue requires documentary evidence plus an independent field or citizen verification — and reopened issues preserve their entire history.
8 states
In the corrective action machine
4 levels
Severity classification
7 sources
Feedback intake channels
Immutable
Audit of every status change
Monitoring
See where delivery slows down, not just that it did
Aggregate indices tell you a district is underperforming. The drill-down tells you which category, which team, at which step, and whether the same cluster has reopened before. That difference is what makes a dashboard actionable rather than accusatory.
- On-time delivery and quality indices by department
- Bottleneck detection at the step level
- SLA risk surfaced before the breach, not after
- Recurrence flagged separately from new reports
OverviewAll Regions
75%
Overall Performance
Feedback Received
2.34M
↑ 14% vs last 30 daysIssues Resolved
1.24M
↑ 19% vs last 30 daysActive Alerts
320
↓ 12% vs last 30 daysLive Activity Map
- High
- Medium
- Low
Feedback Trends
This WeekTop Issues
Feed- Water Supply28.4K
- Roads & Infrastructure22.4K
- Waste Management18.7K
- Public Safety14.2K
- Healthcare Access9.6K
Sentiment Over Time
This MonthJanFebMarAprMayJunJulAugSepOctNovDec
Capabilities
What the module does
Automatic deduplication
Individual reports stay traceable to the person who made them, while duplicates cluster into a single operational issue.
SLA policy per category
Acknowledgement, assignment and resolution targets are set per issue category and severity, then tracked and escalated automatically.
Verification before closure
Where it matters, closure requires evidence plus an independent field or citizen check. Reopened issues keep their complete history.
Recurrence tracking
A cluster that reopens in the same place is a different signal from a new one. Recurrence is measured, not reset.
Delivery indices
On-time delivery, quality of service, resolution rate and reach, tracked per department, team and geography.
Lifecycle
From detected to measured
The platform explicitly supports corrective actions that are not communication — service escalation, field verification, a local meeting, administrative follow-up. Communication describes verified action; it is never the default substitute for solving the problem.
- 01
Detected
A signal arrives from any channel and is normalised into the unified feedback intake.
- 02
Verified
The report is checked against other signals and, where needed, confirmed in the field.
- 03
Optioned
Corrective options are scored on predicted impact, risk, required resources and cost.
- 04
Assigned
An approved option gets an owning team, a named owner and an SLA-derived due date.
- 05
Evidence submitted
The resolving team submits photos, documents and notes as proof of what was done.
- 06
Field verified
An independent check confirms the work before the issue is allowed to close.
- 07
Communicated
Citizens who reported it are updated — describing verified action, not intention.
- 08
Measured
The twin is compared before and after to see whether the underlying condition improved.
Issue cluster
What an operational issue carries
| Field | Meaning |
|---|---|
| Issue cluster ID | The canonical deduplicated issue behind many individual reports |
| Geographic scope | Affected units and geometry |
| First seen / last seen | The temporal window the cluster spans |
| Report count | How many individual feedback items are linked |
| Velocity | Whether the cluster is growing or declining |
| Severity | Low, medium, high or critical |
| Owner | The team or person responsible right now |
| SLA policy | Acknowledgement, assignment and resolution targets |
| Resolution evidence | Photos, documents, notes and verification records |
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