Maturity stages
Current demo
Workflow analytics story, cycle-time logic, dashboard pattern and synthetic operational examples.
Pilot
Connect approved aggregated case events, validate SLA definitions, compare outputs with operational review meetings.
Production
Daily refresh, queue aging alerts, escalation rules, KPI audit notes and privacy-controlled management views.
Controls required
Privacy
Use aggregated operational metrics, restrict personal identifiers and document retention rules.
Data quality
Missing dates, impossible stage orders, duplicate records and outlier cycle-time checks.
Monitoring
SLA breach alerts, queue aging thresholds, throughput drops and refresh failures.
Governance
Defined stage owners, escalation protocol and monthly KPI sign-off.
Roles and ownership
| Role | Responsibility |
|---|---|
| Operations lead | Owns workflow stages, escalation thresholds and action cadence. |
| Data analyst | Maintains SQL logic, quality checks and dashboard interpretation. |
| Programme reporting lead | Uses validated KPIs for donor and management reporting. |