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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.
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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