Echo Radar
Merges duplicate reports into one job, and reopens it when new reports arrive after a fix.
The job
Merges many reports of one problem into one job and tells every reporter the outcome so they can confirm it. Catches failed fixes when new reports arrive after a job is marked fixed, and shows whether loud streets get fixed faster than quiet ones.
The moment
On a map of the district, each public problem is one pin. New reports about the same problem show up as rings around it, like echoes on a radar.
Three days after a crew marked a water-main patch fixed, two new WhatsApp photos arrive from 40 metres away. A warning appears: the fix may not have held.
One tap reopens the job with both photos, and all 11 people who first reported it are told "we are back on it".
On the next fix day, 14 people on another street get an update at once. Three reply that it is still dark at the corner, so that case stays open on the public tracker.
What it does
- Merge, split or keep separate
- Tell every reporter their report joined the job
- Reopen a suspect fix
- Ask reporters to confirm the fix
- Send the fairness panel
What you see
Radar sweep over a hex-tile district map with echo rings and a merge bench; the citizen-facing update card and live street card on the customer help portal tracker
What it moves
Unique problems per 100 reports, failed fixes caught by new reports within 72 hours, the share of reporters told the confirmed outcome, and the gap in days to fix between loud and quiet streets in each district.
Built for
- Contact-centre operations
- Operations
- Analysts & data
- Executives & leadership
