Login Storm Desk
Deadline-day login storms: one answer on every door, and minutes owed back as grace.
The job
When the national login or OTP fails on the day citizens must finish something, know within minutes whose fault it is, put one answer on every wired door, count exactly how many citizen minutes the storm cost inside the final hours, turn that into a defensible grace length, and tell each locked-out citizen their own new deadline.
The moment
At 09:12 on the last day of the early-payment discount window the hourglass clogs: 1,900 login complaints in 40 minutes, stamped Upstream: SMS carrier because 81% say the code never came and they all name one carrier. The contact-centre head approves one sentence and the door grid lights: agents' macro and the WhatsApp care template both carry it within minutes. By 11:00 the storm decays. The Minutes Owed clock stops at 212,000 citizen minutes lost inside the last 15 hours, the identity provider's own feed confirms 14,300 failed sign-ins, and the clock prints the answer: owe them 41 hours. The undersecretary approves from his phone, and 3,100 citizens get a WhatsApp before lunch: your new deadline is Thursday 06:00.
What it does
- Approve one holding line per signature and push it to every wired door
- Send the upstream evidence pack
- Request grace sized by minutes owed
- Tell each locked-out contact their personal new deadline
- Arm storm watch for a registered deadline
What you see
A deadline hourglass wall with a 10-minute storm strip, a fault-side stamp, a door grid, a Minutes Owed clock with a grace memo, and an after-storm almanac. Grey between deadlines.
What it moves
Time from storm onset to a live holding line, time to decay, and grace precision (minutes owed vs completions in the grace window).
Built for
- Contact-centre operations
- Product & digital
- Executives & leadership
- Marketing, brand & comms
