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SLA & Resolution Matrix
Commitments published for public accountability
📋 Standard SLA by Severity
Every verified incident on NagarDrishti carries an SLA timer that starts the moment it is published to the ward officer's queue. SLAs are jointly agreed with partner municipal bodies and published here.
| Severity | Acknowledgement | Resolution | Auto-Escalation Trigger |
|---|---|---|---|
| 🔴 Critical | 2 hours | 24 hours | Divisional Commissioner + State Nodal Officer at 12 h |
| 🟠 High | 6 hours | 72 hours | Municipal Commissioner at 48 h |
| 🟡 Medium | 24 hours | 7 days | Zonal Officer reminder Day 4; escalate Day 6 |
| 🟢 Low | 48 hours | 21 days | Weekly digest to ward officer; no auto-escalation |
NagarDrishti is a civic reporting platform — not a government body. We cannot compel resolution, but we publish SLA breach data publicly to create accountability.
⚡ Category-Specific SLA Overrides
| # | Category | Override SLA | Authority / Standard |
|---|---|---|---|
| 1 | 🐟 Aquatic Ecosystem Damage (High) | 72 hours — CPCB notification | Water (Prevention & Control) Act 1974; CPCB norms |
| 2 | 💡 Broken / Zero Streetlight (Critical, 3+ consecutive) | 24 hours | BESCOM / MSEDCL safety directive; MoHUA street lighting norms |
| 3 | ⚡ Cracks (High, structural / load-bearing) | 48 hours — structural assessment + barricade | NBC 2016 Part 6; local building bye-laws |
| 4 | 🚮 Dirty Public Space (Medium) | 24 hours — SAFAI team deployment | SBM 2.0 / Municipal Sanitation Bye-laws |
| 5 | 🚶 Footpath Obstruction (High) | 48 hours — clear + signage | PWD / NHAI pedestrian safety; NBC 2016 Part 3 |
| 6 | 🗑️ Garbage Hotspots (High, 5+ reports same point) | 12 hours — SAFAI + secondary sweeping | SBM Urban; Municipal Solid Waste Rules 2016 |
| 7 | 🔥 Fire Safety (Critical) | Immediate → Fire Dept dispatch | State Fire Services Act; NBC 2016 Part 4; NFPA |
| 8 | 🐄 Need Gaushala Corridor (High, highway) | 24 hours — Municipal cattle squad + corridor sign | MoA / Prevention of Cruelty to Animals Act; Municipal Bye-laws |
| 9 | 💧 Open Drain / Waterlogging (Critical, monsoon) | 4 hours — pump deployment + drain clearing | SDMA / NDMA monsoon flood protocol; municipal drain maintenance rules |
| 10 | 🏗️ Pavement Encroachment (Medium) | 72 hours — anti-encroachment notice | Municipal Corporation Act; PWD roadside encroachment bye-laws |
| 11 | 🕳️ Pothole (High, arterial road) | 48 hours — permanent fix or barricade + sign | NHAI / MoRTH road safety directive; IRC:SP:16 |
| 12 | 🌊 River / Lake Pollution (High, industrial discharge) | 48 hours — CPCB / SPCB notice + sampling | Water Act 1974 §25; Environment Protection Act 1986 |
| 13 | 🚧 Road Blockage (Critical, emergency vehicle route) | 2 hours — traffic police + PWD clearance | MoRTH; National Highway Act; local traffic police SOP |
| 14 | 🐕 Stray Dogs (Critical, attack zone) | 6 hours — AWB response + TNR team | Animal Welfare Board §11 PCA Act; MoEFCC stray dog management rules |
| 15 | 🌿 Urban Heat & Canopy Loss (High, NDVI alert) | 72 hours — FSI / tree officer notice | Climate Dept FSI NDVI monitoring; MoEFCC deforestation threshold |
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Emergency Hazard Triggers
Automatic escalation conditions that bypass standard queues
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Multi-report cluster (< 10 min). ≥ 3 verified Critical-severity reports of the same category from the same ward within 10 minutes triggers emergency SMS to ward officer + City Dashboard alert.
⚡
Fire Safety + verified media. Any Critical fire report with verified photographic evidence bypasses the standard queue and triggers a webhook to the connected municipal fire control room.
⚠
Waterlogging + IMD Red Alert. If IMD issues a Red / Orange rain alert and NagarDrishti detects ≥ 10 waterlogging reports in 2 hours, SDMA nodal officer receives an automated situation briefing.
⚠
SLA breach cascade. When a Critical incident exceeds 12 h with no ward officer acknowledgement, the platform posts the incident to the public "SLA Breached" feed and sends a digest to the Municipal Commissioner.
✓
Stray animal attack zone. ≥ 2 Stray Dogs (Critical) reports from the same street within 30 minutes triggers direct AWB helpline notification (where API integration is active).
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Resolution Audits
How we ensure closures are genuine
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Proof-of-Fix required. Ward officers must upload a "Proof of Fix" photograph to close High or Critical incidents. Text-only closures are rejected by the system.
✓
Citizen re-open rights. Original submitters may re-open an incident within 7 days of "Resolved" status if the fix is inadequate. Re-opened reports restart the SLA timer at the same severity.
✓
Ward officer accountability log. Accounts with > 30% SLA breach rate over any 90-day window are flagged for review by the Municipal Commissioner.
✓
Immutable audit trail. Every action (submission → verification → assignment → closure) is logged with a timestamp and actor ID. Records are tamper-evident.
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City Performance (Public)
Quarterly transparency data — updated every 90 days
| City | Reports (Q1 2026) | Resolution Rate | Avg. Resolution Time | SLA Breach % |
|---|---|---|---|---|
| Mumbai | 4,218 | 78% | 3.2 days | 14% |
| Bengaluru | 3,841 | 82% | 2.8 days | 11% |
| Delhi | 5,102 | 66% | 4.5 days | 23% |
| Pune | 2,290 | 85% | 2.1 days | 9% |
| Hyderabad | 1,984 | 80% | 3.0 days | 12% |
Full quarterly report available via Open Data API and as a downloadable PDF. See Open Data Policy.
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Operational Access Required
The Operational Layer gives verified users live incident management, SLA dashboards, escalation tools, and role-specific action centres. Sign in to access your role's dashboard.
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Citizen Auditor
Track reports · Re-open · Earn badges
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Municipal Officer
Manage SLAs · Close incidents · Upload fixes
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NGO / CSO
Monitor trends · Campaign data · Partner API