Analytics and Performance MonitoringPurpose
1. Automate the tracking, calculation, and reporting of service delivery times for citizen requests, inquiries, or complaints processed by public information bureaus, aiming for real-time analytics, transparency, bottleneck diagnosis, compliance, and SLA adherence.
2. Enables automated recognition of process lags, performance evaluation, automated alerts to supervisors, and data-driven optimization initiatives by automatically analyzing timestamps for each service step.
Trigger Conditions
1. Automatedly triggered upon submission, update, or closure of citizen service requests across channels.
2. Automation initiates on status changes in CRM/ticketing platforms, integration with citizen portals, or at set intervals for periodic batch analysis.
Platform Variants
1. Salesforce Service Cloud
- Feature/Setting: Configure Flow automation on Case object status changes; use "Get Records" and "Update Records" with Service-level Timer field.
2. Microsoft Power Automate
- Feature/Setting: Automate process start/end triggered by Dataverse item changes; use "Calculate duration" action to populate analytics dashboards.
3. Zendesk
- Feature/Setting: Configure custom triggers and automations on ticket status; enable automated tracking using custom fields and webhooks.
4. ServiceNow
- Feature/Setting: Use Flow Designer to automate calculation of delivery times between incident/request states.
5. Google Cloud Functions
- Feature/Setting: Configure webhook trigger from form submissions; use function to automate timestamp and compute elapsed times.
6. AWS Lambda
- Feature/Setting: Automates service event ingestion; compute and store time metrics on DynamoDB.
7. Monday.com
- Feature/Setting: Configure Board Automations to track time between status columns; push automated updates to analytics widgets.
8. Jira Service Management
- Feature/Setting: Automate using Automation for Jira to measure and record service time between ticket statuses.
9. HubSpot Service Hub
- Feature/Setting: Workflow automator to capture time from ticket creation to closure; sync results with reports.
10. Freshservice
- Feature/Setting: Configure Workflow Automator to log automatic SLA breaches, and intermediate timing as custom fields.
11. Asana
- Feature/Setting: Rules automate time stamps on task status; use API to extract timing data for analysis.
12. Airtable
- Feature/Setting: Automate time tracking between status fields using Scripting block and time-based automations.
13. Zoho Desk
- Feature/Setting: Automation rules on ticket lifecycle; automatedly update time fields and run scheduled time audits.
14. Pipedrive
- Feature/Setting: Workflow Automation measures time in stages; calculated field updates for dashboards.
15. Intercom
- Feature/Setting: Use Webhooks and Operator Bots for automatic tracking across conversations.
16. Smartsheet
- Feature/Setting: Automated workflows log dates and compute duration columns; push results to dashboards.
17. Trello
- Feature/Setting: Power-Ups and Butler Automations for timestamping card status movement.
18. Typeform
- Feature/Setting: Automated webhooks triggered upon form submission; serverless function computes delivery metric.
19. Slack
- Feature/Setting: Workflow Builder automates message time tracking; custom integration posts elapsed time in channels.
20. SAP Service Cloud
- Feature/Setting: Workflow rules automate timestamping of service milestones and SLA compliance checks.
21. Oracle Service Cloud
- Feature/Setting: Business rules automatically track service delivery events and update performance reports.
Benefits
1. Automated reduction in manual log keeping; drives consistency and accuracy in analytics.
2. Enables automated performance dashboards, accountability, and transparency across citizen-facing services.
3. Supports automated SLA compliance checks, automated alerts, and root cause analysis.
4. Amplifies organizational efficiency, public trust, and continual service improvement through ongoing automation.