SayPro Issue Tracking & Escalation: Any underperformance or deviations are flagged and escalated.

SayPro Issue Tracking & Escalation

Unit: SayPro Monitoring and Evaluation Monitoring Office
Under: SayPro Monitoring, Evaluation and Learning Royalty

Purpose

The SayPro Issue Tracking & Escalation Mechanism ensures that any form of underperformance, non-compliance, or deviation from planned activities is identified early, documented clearly, and escalated appropriately for timely intervention. This system supports operational discipline, enhances program quality, and protects SayPro’s reputation and stakeholder trust.

Process Overview

The issue tracking and escalation process follows a structured, organization-wide protocol governed by the SayPro Monitoring and Evaluation Monitoring Office, with active participation from unit heads, program teams, and the SayPro Executive Management.

1. Identification and Flagging

• Real-Time Monitoring: SayPro Track automatically flags activities that fall below threshold indicators (e.g., <70% completion, late reports, budget variance >10%).
• Manual Reporting: Field staff and M&E officers may manually flag issues such as community resistance, technical delays, or partner disputes through weekly reports or incident logs.
• Quality Assurance Checks: Routine DQAs (Data Quality Assessments) and internal audits help detect hidden performance or compliance issues.

2. Categorization of Issues

Each issue is assigned a priority level (Low, Medium, High, Critical) based on its impact and urgency.

3. Escalation Pathway

All escalations are logged in the SayPro Escalation Tracker within the SayPro Track platform.

4. Corrective Action and Resolution

• A Corrective Action Plan (CAP) is required within 48–72 hours of escalation.
• The responsible unit must submit progress updates until the issue is resolved.
• M&E Officers conduct a follow-up review to verify effectiveness and close the issue.

May 2025 Issue Snapshot

Benefits of the System

• Proactive Risk Management
• Faster Problem Resolution
• Clear Accountability Across Units
• Enhanced Stakeholder Confidence

Recommendations for Improvement

1. Automate Alerts for Unresolved Issues beyond 1 reporting cycle.
2. Strengthen CAP Templates with measurable targets and timelines.
3. Incentivize Timely Resolution through performance review criteria.
4. Introduce a Quarterly Escalation Report to Executive Management.

Conclusion

The SayPro Issue Tracking & Escalation system is a critical pillar of operational integrity. By addressing problems promptly and transparently, SayPro ensures continuous improvement, risk mitigation, and alignment with its strategic commitments.