Escalation Process
How to escalate tickets to other ministries or departments when required.
When to Escalate?
- The issue falls under another ministry's jurisdiction
- Additional expertise/resources needed from another department
- Cross-departmental coordination required
- Citizen complaint spans multiple departments
- Ticket cannot be resolved within current department's scope
Escalation Flow
- Identify Target Department: Choose the appropriate ministry (Labor, Finance, Education, Health, Home, Local Govt, Energy, Transport, P&D)
- Write Reason: Provide detailed justification for the escalation
- Submit Escalation: The ticket is transferred to the target department
- Audit Trail: Escalation is logged with timestamp, by whom, and reason
- New Assignment: Target department manager assigns to appropriate staff
Escalation History
Every ticket maintains a complete escalation history showing:
- Which departments handled it
- When escalations happened
- Who initiated each escalation
- Reasons provided
Multi-Department Tickets
Some tickets may require input from multiple departments. The primary department coordinates with others, maintaining ownership of resolution.
SLA Reset: When escalated, the SLA deadline may be extended based on the target department's SLA policy.
Avoid Bouncing: Only escalate when truly needed. Repeated back-and-forth escalations reduce citizen satisfaction.