Monitoring and automated escalation of unresolved citizen queries

Purpose

1.1. To automate the monitoring, tracking, and resolution of citizen queries related to government economic programs, automating escalation for unresolved requests within set SLAs.
1.2. Automates triage and routing across departments, ensures no request remains stagnant, enabling automatable workflows for transparency and efficiency.
1.3. Boosts public trust with automated communication, status updates, and issue closure, powering better governance by automating oversight and accountability.

Trigger Conditions

2.1. New citizen query logged via web, social, email, or voice channel.
2.2. Predefined time elapses without update or resolution (breach of SLA).
2.3. Status change (e.g., marked unresolved, reopened, escalated by manual action).
2.4. Receipt of escalated ticket to a higher authority or department.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate SMS alerts with Twilio “Programmable Messaging” — configure with trigger for unresolved ticket, content templated for escalation alert.
3.2. SendGrid
• Feature/Setting: Automates email escalation using “Transactional Email API” — set automated trigger rules tied to ticket status or SLA breach.
3.3. Microsoft Teams
• Feature/Setting: Configure “Incoming Webhook” to automate escalation messages into specific Teams channels upon ticket triggers.
3.4. Slack
• Feature/Setting: Automates escalation through “Slack API chat.postMessage” in dedicated escalation channels for unresolved queries.
3.5. ServiceNow
• Feature/Setting: Automates escalation via “Incident Management API — POST /now/table/incident” with workflow for ticket reassignment and status update.
3.6. Zendesk
• Feature/Setting: Use “Triggers” and “Automations” to automate alerts, status changes, or multi-level escalations for overdue tickets.
3.7. Jira Service Management
• Feature/Setting: Automate SLA monitoring and escalation by configuring “Automation rules” to reassign or notify managers.
3.8. Salesforce Service Cloud
• Feature/Setting: Use “Process Builder” or “Flow Builder” to automate query escalations, rerouting, or custom notifications.
3.9. Microsoft Outlook 365
• Feature/Setting: Configure “Power Automate” flows for automated escalation emails based on flagged or timed-out citizen requests.
3.10. Google Workspace (Gmail, Chat)
• Feature/Setting: Set up automated escalation emails via “App Script” or “Google Chat Webhooks” to notify responsible staff.
3.11. Freshdesk
• Feature/Setting: Automate escalation via “Supervisor rules” for overdue or unresolved citizen queries.
3.12. PagerDuty
• Feature/Setting: Automates on-call escalation and incident alerts using “Events API v2” upon escalation trigger from gov system.
3.13. Opsgenie
• Feature/Setting: Configure “Alert Policies” and “Escalation Policies” for auto-notification on unattended economic program queries.
3.14. HubSpot Service Hub
• Feature/Setting: Automate escalation workflows using “Workflows” for unresolved tickets with notifications and team assignments.
3.15. Intercom
• Feature/Setting: Automate escalation with “Inbox Rules” and “Workflow Automations” for time-based actions on conversation threads.
3.16. Zoho Desk
• Feature/Setting: Automates reminder and escalation notifications with “SLA Escalations” by configuring breach rules.
3.17. Monday.com
• Feature/Setting: Automate status changes and escalations using “Automations recipes” for overdue citizen concerns.
3.18. Asana
• Feature/Setting: Use “Rules” to automate ticket escalation, task reassignment, or automated reminders for unresolved cases.
3.19. Trello
• Feature/Setting: Automate escalation by setting up “Butler” rules for card movement based on inactivity/time limit.
3.20. Airtable
• Feature/Setting: Automate escalations with “Automations” to update records, notify escalation points, or change status on unresolved queries.

Benefits

4.1. Automates early detection of unresolved citizen economic program queries, reducing manual tracking.
4.2. Ensures timely escalations, automating accountability, improving governance outcomes.
4.3. Enables end-to-end automatable tracking and reporting, streamlining public administration.
4.4. Frees up resources by automating repetitive follow-ups and escalations, allowing for more effective economic development program management.
4.5. Enhances citizen satisfaction with automated, transparent updates and resolution notifications.
4.6. Supports compliance by automating escalation logs and creating an audit trail.